The wheel reinvented?

A question with implications for your customer contact center The invention of the wheel dates back to 3500 B.C.  The original wheel has transformed into something much different today, and use of the wheel has broadened from its roots. It started out facilitating the transportation of goods to and from market for agriculture and commerce, and it eased the burden of traveling great distances....

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You just promoted me to supervisor—now what?

Customer contact centers provide a great example of how demonstrating the right skills can quickly propel a person up the corporate ladder regardless of education or class privilege. These workplace environments tend to be a real-life representation of meritocracy where talent is rewarded with advancement. In fact, most customer contact center leaders whom I have encountered started on the...

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Four steps to avoiding authentication pitfalls

“You idiot, I just entered all of that information.” I have worked in customer contact centers my entire career, so as a customer, I tend to be a little more understanding than the customer quoted above when I need to call a company for support. Nonetheless, I am also critical.   Most companies today authenticate callers using some method of automated data collection before handing the call...

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We like a bloody nose!

In a customer contact center, effectively leading a diverse workforce across multiple shifts with a high level of enthusiasm can be extremely challenging, but it is rewarding at the same time.  Challenges to overcome range from optimum scheduling to the type of calls being handled, service versus sales, and more. Contact center schedules run the gamut when it comes to hours and days off.  One...

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Blocking and tackling works in the customer contact centers, too

Customer contact center supervisors and agents are a special breed. To be the best, as in football, it all comes down to blocking and tackling. Here are 10 ways you can block and tackle your way to a higher level of success working in today’s customer contact center:  1. Come to work ready to be a champion. Life is challenging, and if you bring all of your outside challenges into the customer...

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Six Ways Call Centers May Change in 2014

Customers’ needs are constantly changing, and call centers are no longer simply “service centers.” Call center agents need to be prepared for multi-layered interactions with customers, potential customers, the media and everyone in between. While we can’t predict the future per se, we can predict where call centers are heading in 2014 and best methods to adapt to changing technologies and...

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