6 Tips and a Resource Hub For Your Agents: A Guide for First-Timers on How to Work From Home with Kids (who are also home) March 25, 2020 (March 24, 2020) As a young kid, my mom worked from home. She ran her own business out of our house and had to navigate caring for my brother and I while still serving her clients. Sometimes that meant plopping us in front…Read More
Know How You Measure Up and See all the Difference: How your Team can Beat the Industry Standards of these Three Popular Call Center Metrics March 24, 2020 (March 25, 2020) Imagine if you’re a student and you’re in a class that has no rubric. Your assignments aren’t given any grade throughout the entire semester. And then, on the last day of class, you’re suddenly given a grade — D. I’m…Read More
How to Give Work from Home Call Center Agents the Support and Resources they Need to Keep Your Business Functioning at Its Best March 18, 2020 (March 17, 2020) The world we live in is demanding a remote workforce. And past trends show, as employees get more flexibility, they never want to give it back. Buffer’s State of Remote Work in 2020 report found that almost every employee who…Read More
Prepping your Team for Unique and Complicated Workplace Scenarios: How to Orchestrate a Call Center Business Continuity Plan March 17, 2020 (March 17, 2020) In just the last few days, the way we work as a nation has had to shift dramatically. Before this week, I hadn’t even heard of social distancing. But now, schools closing, large events canceled, and entire companies moving to…Read More
A Message From Our CEO March 16, 2020 (March 24, 2020) As you continue to find your way in these disruptive times, we wanted to let you know that we’re here to ensure you have the tools to run a successful virtual contact center. Many of our customers have been using…Read More
5 Successful Customer Service Strategies of Top Grocer Trader Joe’s [Monthly Brand Crush Post] March 12, 2020 (March 12, 2020) Think about the last time you went to the grocery store. Were you shoving your way through the aisles, trying to snag items from the shelves as fast as humanly possible? Or, were you going for a stroll? Pushing your…Read More
The Anatomy of a Successful Call Center: A How-To Guide for Managing a Call Center Team Full of Stellar Agents March 10, 2020 (March 10, 2020) Stop me if you’ve heard this story before: You start your job as a new customer service agent at your company. You go through training, get coached to use the company software, and learn to de-escalate situations with angry customers….Read More
7 Best Practices For Every Contact Center in 2020 March 5, 2020 (March 11, 2020) To build up your contact center in 2018, you have to go back to the basics. Here are seven best practices to establish a solid foundation for the future….Read More
Call Center Improvement Strategies that Work: 4 Ways to Offer your Agents Instant Feedback and Finally Deliver on Your Customer Experience Promises March 4, 2020 (March 4, 2020) Have you ever heard of Flashbulb memory? Flashbulb memory is our tendency, as humans, to only remember experiences where our emotions run high. The thrilling time we went skydiving. The upset we felt when we didn’t get that promotion. Or,…Read More
Making a Good First Impression: The Do’s and Don’ts of Crafting an Onboarding Plan for New Hires in your Contact Center March 3, 2020 (March 3, 2020) Imagine this: It’s your first day at a new job. You’ve got some butterflies in your stomach, enter the office building, and… there’s no one to greet you. You ask the receptionist where you’re supposed to go, and it’s evident…Read More
