It amazes me when I visit a call center for the first time and see how ill-equipped some call center management teams are when it comes to having the right technology to manage their teams.

Understanding the Snapchat, Smartphone generation is essential for building highly effective contact center teams

Businesses believe they are delivering on the promise of omnichannel experiences, but this perception doesn’t align with those of their customers.

Survey indicates a widespread lack of confidence in knowledge-based authentication

It’s not new to talk about the human capital management challenges of the contact center industry. Recruiting, retention, and engagement are not only nice-to-haves; they’re strategic imperatives. Despite this, the contact center industry still has one of highest annual turnover rates. The article shares best practices on how to address.

With so many of our customers on their mobile phones, its becoming difficult to catch their attention, let alone complete any sale or service in one call. Here is a review of the challenges facing call center teams.

Omnichannel has been a buzzword for a few years now, but in asking agents to do it all, we’re asking for the impossible – omniagents. We’re seeking unicorns.

According to Nasscom data, the BPM exports industry added 3,26,000 new jobs during 2008-12. The number slipped to 2,73,000 during 2013-17. It suggests a different India, whose BPM industry generated $28 billion of export revenue in FY18 and employs 1.2 million people.

Many brands struggle to break away from their competition. The Key Differentiator is the Customer Experience and we will walk through the four action items you can take today.

PCI Compliance: What It Is and How Call Centers Achieve Compliance

Turning customer interactions into opportunities is easier than you think says Colin Hay at Puzzel. The trick is to keep it simple and to give contact centres the “wow” factor with some quick and easy wins.

Customer experience is quickly becoming the biggest business differentiator. Is your business doing everything it can to ensure exceptional experiences?

With data breaches on the rise, Semafone advises contact centers to strengthen efforts to prevent fraud and protect brand reputations

According to Gallup, highly engaged customer service teams achieve, on average, a 10% increase in customer ratings and a 20% increase in sales.

For many healthcare organizations, the call center has traditionally served as a switchboard for routine calls and, more often than not, callers were transferred to other offices or areas of the health system to have their questions answered or problem solved. This often leads to a less than optimal patient experience.