Blog

Better Customer Experience The contact center industry is a tough one. It can sometimes feel like an endless weight with no upside. Stressful days, high standards and wildly high turnover plague the industry. But does it really need to be this taxing? The answer is that...

AI and Automation Change the Game Artificial intelligence scares most people in the support center industry. We understand the fear as many wonder if it will take over the human element that has traditionally been needed to implement exceptional customer service. But what if we told...

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...