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How to Manage A Contact Center During an Acquisition: 5 Tips to Ease the Transition for Your Agents and Customers

February 26, 2020 (February 26, 2020)

People are wired to process change in one of two ways: opportunity or threat. When things shift around us, we either embrace the change and run with it, or we tense up and grasp on to feelings of fear and…

Leadership | 12m read

Reduce call center stress with simplified reports

Do your Reports Spark Joy? Tidy up your Reports to Reduce Call Center Stress and Boost Agent Engagement

February 25, 2020 (February 25, 2020)

I have a bad habit of biting my nails. I know, I know, I need to stop. Every couple of days I say to myself, this is it. I’m not going to bite them anymore. But then, I’ve got a…

Reporting | 12m read

How to Build a Call center report in less than 2 minutes

How to Build a Call Center Report in Under 2 Minutes Using Sharpen Insights

February 19, 2020 (February 19, 2020)

Only 1% of contact centers think their data intelligence strategy is perfect, according to CCW. The rest struggle with siloed and inaccessible data and a lack of understanding of their customers. That’s why by 2025, contact center leaders (like you)…

Reporting | 6m read

Top 5 call center manager skills to master for a thriving career

Building Your Own Professional Development into your Call Center Strategy: The Top Five Call Center Manager Skills to Help your Team (and You) Thrive

February 18, 2020 (February 19, 2020)

Between meetings with other managers and department heads, you barely have time to answer all the mentions on Slack. Your agents ping you constantly asking for advice. You’ve got a running to-do list with KPIs to track and updates to…

Leadership | 12m read

Lyft has customer experience examples worth crushing on

Customer Experience Examples from Lyft: 7 Ways The Company Soared to the Top of Charts and Gained a Loyal Following [Monthly Brand Crush Post]

February 12, 2020 (February 14, 2020)

In the eyes of your customers, only 12% of brands have made significant improvements to their customer experience over the past several years. Companies race to outpace competitors, but it seems fewer do so with customers (not dollar signs) on…

Customer Experience | 12m read

Check out our free guide to running your call center

5 call center efficiency tips to serve customers faster (and better)

Finding the Balance with Call Center Efficiency: 5 Tips for Improving Efficiency and Empowering your Agents

February 11, 2020 (February 11, 2020)

Picture this: You order a dining room chair from your favorite online retailer. It’s delivered, you unbox it, and, as you’re assembling it, realize it’s missing a leg. Ugh. You dig through the discarded debris of packaging, find the number…

Customer Experience | 13m read

Build call center routing strategies for the omnichannel customers

How to Build Effective Call Center Routing Strategies: Use Logic & Actions for Omnichannel Routing to Reduce Effort in Your Customer Experience

February 5, 2020 (February 5, 2020)

When I call my doctor’s office, I’m immediately greeted by a self-service menu with a host of options. I can press one to connect to someone in the scheduling department. I can press two to speak with billing. Or, I…

Customer Experience | 9m read

Finding Greater Success as a Leader in your Call Center: 5 Soft Skills Every Manager Needs to Get a Leg Up on the Competition

February 4, 2020 (February 3, 2020)

I graduated from college with a Bachelor of Arts as an English Major and everyone asked me, “Are you going to be a writer? A teacher? What are you going to do with an English degree anyway?” And then I…

Leadership | 13m read

How to start an RFP: Get the 6-Step Steps (and a magic trick to fix broken feature images!)

How to Start an RFP for Call Center Software Today: Your 6-Step Guide to Choosing a Partner Vendor who Elevates your Customer Experience

January 29, 2020 (January 29, 2020)

Choosing a contact center vendor from a crop of hundreds of doppelgangers isn’t easy. But as customer expectations rise, contact centers like you, turn to new technology and third-party partners to transform your customer experience. You realize decades-old platforms no…

Call Center Software | 11m read

How to deploy a call center system that maximizes agent performance (and engagement)

The Road to Deploying a Call Center System Doesn’t Have to be Bumpy: 4 Essential Steps Toward a Smoother Transition with New Tech

January 28, 2020 (January 28, 2020)

Business is all about competition. Today, the big player in that competition is customer experience. A survey by Harris Interactive found that a quarter of U.S. adults don’t feel loyalty toward any type of brand. And, 56% of those surveyed…

Call Center Software | 12m read