Blog

It’s no big secret. The call center industry has one of the toughest retention success rates amongst their agents. Attrition is high amongst this sector, and it’s not really all that surprising. The job is tough, and empathy reserves run dry after hearing complaints day...

Collaboration is one of those words that gets said a lot but implemented very little. When departments fail to work effectively (or even knowingly) with one another the entire company struggles. Silos often live in larger companies or those that have grown too fast to...

Getting into the heads of your customers is an interesting challenge. Even those at the highest entrepreneurial tier are asking themselves: Who are my customers? What are they thinking? Where did they hear about me? Why did they spend so long on...

Technology trends for call centers in 2019 In the past few years we’ve seen some impressive leaps in technology for call centers. Some of these leaps have completely revolutionized the way companies manage their contact centers. In 2019, there are some new trends on the...

Improving your customer service is one thing, but reshaping the standards that you and your staff have to uphold is another battle. Attempting to find new and improved ways to make life easier for the customer isn’t a bad step, but to truly make a...

At Humach, we’re obsessed with the customer experience. While this concept has been around for ages, it has just recently become the driving force for many successful enterprises. That’s why we spoke with the world-renowned customer service and experience expert Shep Hyken. His presentations and...

Outsourcing is no secret, especially when it comes to call centers. There’s a reason why enterprise level companies choose to outsource their call center operations. It goes beyond just focusing on core competencies. Managing and providing great customer experience takes specialization. It’s a strategic approach...

The ways in which customer experience has transformed the way we do business is essential. Understanding the models and strategies behind the most successful companies is just one way of progressing through the customer experience landscape. The two most common methods are omni-channel and multi-channel approaches. While...