In our last post, we offered up 10 tips for handling angry customer calls this holiday season. Hard as it may be to calm and satisfy an angry customer over […]

  After decades of punishing workflows and stress, contact center leaders can finally breathe easy. No more running a bare-bones, high-churn operation to save money. No more scrambling to (barely) […]

Once upon a time, customer service jobs offered a steady paycheck in exchange for mind-numbing, morale-crushing workdays. Most agents were out the door within a few weeks or months. To […]

In this eBook for customer service team leaders, we explain the difficulties front-line employees face, the true business costs of low morale, and what it will take to turn the […]

Everything But The House (EBTH) is so popular now that when you sign up to be a bidder, your account number will have 11 digits. Marc Broering, Customer Service Manager […]

When a customer service agent has an outstanding interaction with a customer, something powerful happens. Sparks begin to fly. Those sparks deepen the customer’s connection with the brand, and they […]

Lately, we’ve had some interesting conversations with brand executives around the concept of remote customer service. Many are just beginning to explore the idea, asking how a virtual contact center […]

If you’re serious about driving real results on the front line, it’s time to get serious about call center gamification. Few other initiatives can transform the call center culture and […]

Employee engagement is one of the biggest drivers of customer service quality and employee retention. Most customer service leaders know it’s important (critical, even) to recognize and reward service excellence. […]

Let’s face it, working in contact centers isn’t always easy, and the daily stresses of handling upset customers can take their toll. It’s important to focus on keeping morale high […]