How to Retain Call Center Staff

Turnover rates are among the biggest struggles in the contact center industry. The key to higher retention rates is simple: greater attention to motivating, nurturing and developing call center staff. The retention and motivation of your staff has a direct relationship with your customer base. In other words, if your agents are committed to your business, your customers will be, too. In this...

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Three Tips for Creative Marketing for Credit Unions

Ready to hit the New Year running with a brand new marketing strategy? Well, maybe you’re still in the research phase. For your benefit, we’ve reviewed trending credit union marketing strategies for 2014 from the Credit Union Times and the Credit Union National Association (CUNA). Read on to find out how you can make the best of a limited budget to capitalize on the latest, most effective...

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What is the Future of Customer Service?

Customer Service, like everything else in this generation, is changing rapidly. Many businesses are at risk unless they adapt to the changing customer service landscape or at least put strategies in place that can better handle the modern customer’s demands. But what exactly are the modern customer’s demands? We’ve compiled a list (by no means comprehensive) of a few trends, predictions...

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Introducing 3 New Services in 2014

We’ve heard your call! We know how rapidly the customer service landscape is changing, and we’re here to help your agents and call centers adapt smoothly and efficiently. This is why we’re proud to announce three new services available in 2014: Quality Monitoring Training: Transitions from Service to Sales Customer Retention Strategies Through each of these three new services, we...

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Counterintuitive Approaches to Customer Service from Top CEOs

Even as people working in the customer contact field, we, too, are consumers. We have all been the person dialing through automated messages or dealing with faulty voice recognition software. We have all been that person wondering, why I can’t just talk to a real person. We have all been there. Which makes us wonder, if we have all been there, why do companies continue to automate their...

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