April 11, 2023
Helping Call Center Agents Through Technology Upgrades
Part of working in the call center industry is being up-to-date on new technology that improves customer service. Unfortunately, sometimes we get a little caught up in the […]
Call Center Management
March 9, 2023
4 Ways to Maintain Agent Morale While Returning to the Office
During the COVID-19 pandemic, work-from-home models spread throughout the call center industry. Some BPO providers were fortunate enough to have a remote work infrastructure in place before the […]
December 15, 2022
Mitigating Attrition: How to Keep Agents Happy in 2023 and Beyond
Companies around the world have had difficulty recruiting and retaining staff members in recent years. In the wake of The Great Resignation, employees left their current positions in […]
September 1, 2022
3 Reasons to Celebrate Your Call Center Agents This Labor Day
Labor day is a time to show appreciation for all the hardworking staff in or contracted by your company. One often overlooked group, contact center representatives, definitely deserves […]
July 7, 2022
3 Tips for Retaining Retail Call Center Agents While Cutting Costs
In 2021, retail sales enjoyed an unparalleled growth rate of 14 percent, nearly 5 times the rate seen pre-pandemic. It appears, however, that this consumer spending surge may […]
June 6, 2022
4 Ways to Keep Your Remote Agents Engaged
In just a few short years, working remotely has gone from something largely reserved for special situations to an expectation for positions that reasonably allow for it. Before […]
March 8, 2022
Rising Wages and the Contact Center Industry
There have been many changes in the global economy over the past year. One common pain point among both clients and BPO providers: wages have been rising steadily […]
December 13, 2021
Your CX Holiday Shopping List
As we head into the heart of the holiday season, we’re undoubtedly focused on finding the perfect gifts for family, friends, and the names we drew for Secret […]
November 1, 2021
4 “Don’ts” to Improve Your Customer Experience
Want to be terrified? 96% of customers will leave you because of a bad experience with your brand. When things are going well with your customer-facing teams, this […]
September 14, 2021
3 Keys to Q4 Contact Center Success in 2021
There are two types of business leaders as Q4 approaches — those that are sweating the possibility of high volume activity in Q4 and those looking forward to […]