According to Carlos Munoz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. Here, he explains how to build highly effective teams using WFM.

The healthcare industry faces many challenges in communicating with patients and increasing the customer experience.

Telemarketing appointment setting is a cost-effective way to use less expensive people resources to set appointments for your salespeople.

Contact center Key Performance Indicator (KPIs) are used by SMB and enterprise companies to make better business decisions and improve the customer experience. Also called metrics, KPIs are the measurable values that show just how effective your business is at achieving its goals.

Midsize businesses are often caught between a rock and a hard place. On one hand, the customer service landscape for these companies is no less competitive than enterprises. On the other hand, they don’t have as many resources.

In your day-to-day contact center operations, everything under the sun can be measured, reported on, and popped to your screen. When you’re bombarded by data, only the most-used KPIs deserve a spot on your agent desktop. How do you know which KPIs are the most valuable to your team, contact center, and business?

From virtual teams to car pooling, running a contact center today is complicated business but it doesn’t have to be that way. Nick Brook at Teleopti reveals 7 ways workforce management solutions hold the key to smarter, flexible scheduling

Keeping your data secure without stifling innovation is possible with a little planning and technology. Colin Hay at Puzzel met up with Tony Smith at PCI Pal to discuss how to make compliance and customer experience the perfect match. Here are their thoughts and 3 ways to de-scope your contact centre.

When operations wants one thing and agents want another the atmosphere can become tense. Karim Chabane at Teleopti reveals how to work as a team and outlines several Workforce Management (WFM) practices to bring a meeting of minds in contact centers

Want to implement personal omnichannel into your contact center? Would you like it to be effortless and seamless for your customers? How about easy for agents to use?

Understanding how people make decisions is a vital part of communication. Colin Hay of Puzzel explains the psychology and suggests a plan to improve customer interactions in contact centres.

Now, the financial services industry—always an early adopter of new technology—is going through a wave of Uber- or Amazon-like digital disruption that will not stay within just financial services but will roll over into all industries

You can alleviate concerns about transitioning to the cloud by arming yourself with information. Learn about your business’s particular needs, your customers’ expectations, and the type of services you anticipate delivering, for both current operations and future growth.

The move to cloud is happening but what makes a contact centre stand out from the crowd? Colin Hay at Puzzel outlines eight technologies available in the cloud to boost agent productivity and customer satisfaction in one go.

Since 2008 ContactCenterWorld.com has been encouraging people all over the world to celebrate International Contact Center Week. It's 7 days of fun-filled activities to do in your contact center to really celebrate your people and the industry we work in. Today is day five and below are some suggestions of what you can today in your center.