Blog

What is omnichannel nirvana and how can you achieve it in your contact center?

4 Practical Strategies to Build Outstanding Omnichannel Customer Experiences in Your Contact Center (With Advice from Lori Bocklund to Reach Omni-Nirvana)

Strategy | Technology

|

Read Time: 7 minutes

Customer Survey Format Examples

The Top 7 Customer Survey Format Examples

Data Analysis | Learning & Development

|

Read Time: 7 minutes

The key to managing conflict in the workforce (no matter where employees are working)

The Key to Managing Conflict in the Workforce, No Matter Where your Agents are Working: Naming and Addressing Conflict on your Remote Contact Center Team

Learning & Development

|

Read Time: 9 minutes

Set your timer. Here's a 5-minute customer satisfaction analysis. Ready, go!

A 5-Minute Customer Satisfaction Analysis: Everything You Need to Know

|

Read Time: 6 minutes

Performance management tips to handle agent apathy

5 Ways to Manage the Performance of Apathetic Agents (and Why They Don’t Care if They’re a Good Customer Service Rep or Not)

Recruiting & Retention

|

Read Time: 10 minutes

Learn to tackle the top challenges of managing a workforce made up of different generations

How to Tackle the Challenges of Managing a Multi-Generational Workforce: 2 Challenges (and Advantages) to Managing A Call Center Composed of Workers Across Different Generations

Recruiting & Retention | Strategy

|

Read Time: 9 minutes

Boost satisfaction with a 90 plan to higher CSAT scores

The 90-Day Plan You Can Implement Today to Boost CSAT Scores

|

Read Time: 9 minutes

5 Things Spanx Taught Me About Customer Service: How the Retail Brand is Using Customer Feedback to Drive Their Customer Experience Strategies

|

Read Time: 7 minutes

Tips for using workforce management and engagement management techniques to boost agent performance in a hybrid call center

Tips on How You Can Bridge the Gap Between Remote and In-Office Contact Center Agents Faster With the Right Workforce Management Strategy

|

Read Time: 8 minutes