The key to an effective marketing spend is alignment with the contact center, and the proper focus on the floor: The Quality Conversation

By Brad Baumunk, President and COO How much money does your company spend marketing products and services, which generates calls into your contact center? Are your contact center agents maximizing every contact and driving conversion? We recently worked with a company that increased the monthly spend to drive potential customers to the contact center from $100K to $400K per month. Although we...

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Training contact center supervisors around the internal CX is key to reducing agent attrition in tightening labor markets

By Brad Baumunk, President and COO As the labor market continues to heat up, the impact of attrition in the contact center will only get worse. People who took jobs in the contact center often took the job because they couldn’t find the appropriate job in their field of choice. In May 2018, the unemployment rate (U3) hit 3.8% before ticking up to 4.0% in June because more people are entering...

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