Blog

As a Customer Success Manager, travel is a huge part of my job. I spend a lot of time on planes, in airports, in hotels in new cities – I’m actually writing this from a plane somewhere over the Midwestern United States. This travel has given me ample time and instances to reflect on the...

It happens everywhere – agents are in a slump, struggling to find motivation for their daily work, and management is searching for the appropriate KPI change or policy enhancement to improve the center’s performance and attrition. When that is happening in your center, it leads you to wonder how the centers that waste time with a...

When Information and Resource needs arise, such as help with food, housing, employment, health care, counseling, disaster relief, etc., community members can dial 2-1-1 to gain guidance and help in most communities nationwide. There are a number of non-profit 2-1-1 organizations across the country that help their communities in times of need. These organizations are typically the...

Back in my Call Center Management Days, I remember waiting days, sometimes weeks for my IT Department to provide me with logins for my new employees. My billing model was as such that I got paid from my client for every minute my agent was on the phone talking to a customer. As you can see, having my...

Remember the game show "Who Wants to be a Millionaire" that provided a lifeline to its contestants to help them with tricky questions? The idea was for the contestant to call their smartest friend, and see if they could help them in their quest to take home $1 million. You may be thinking that it would be...

As a contact center leader, I always strived for ‘added and improved’ processes before they ever were. My CRM was good, but not good enough. My ACD platform was sufficient, but didn’t provide me with the complete situational awareness I desired. My receivables software ‘did the job,’ but didn’t completely analyze delinquency trends or...

Employee attendance and turnover is a continual problem. Many companies are reporting annual turnover above 300 percent, while the costs to hire and train a new employee range from $5,000 to $15,000. We have all experienced the trend, employees starting with tardiness, then absenteeism, soon after they are no longer with the company. What different methods have...