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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Contact Centers in Healthcare Industry Have Challenges, Opportunities

Since the Affordable Care Act passed in 2010, more than five million Americans have signed up for health insurance coverage through federal and state marketplaces, millions have been given Medicaid eligibility, and three million young adults gained insurance through their parents’ coverage. These numbers mean an overwhelming amount of phone time for call centers in healthcare...

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Improving Net Promoter Score with the Quality Conversation

Ever wonder how accurate your customer experience metrics are? How real are the responses when you ask a customer about their experience? What are you even supposed to look for and what does it mean for your business? Eleven years ago, the business strategist Frederick Reichheld introduced the concept that companies should measure the satisfaction of only the most loyal and enthusiastic...

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What does the Comcast purchase of Time Warner portend for the Cable Industry?

The cable industry has recently come upon some news that simply can’t be ignored: Comcast, a big player in the cable industry, brokered a deal to buy TimeWarner (TW) Cable, the second biggest cable provider in the United States, for $45 billion. If you’ve been following the media coverage of this deal, then you already know that consumers are spooked. Many cable customers fear a monopoly...

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