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A How-To Guide to Better Call Center Coaching

Great call centers don’t just happen by accident. They’re...

Collaboration: The Key to Successful Digital Transformation Strategies that Benefit Everyone in the Contact Center and Beyond

Teamwork makes the dream work, right?

When it comes to running a successful business, these words can’t...

Pivot Your Workforce Management Strategies Toward Employee Engagement Then Watch as Agent Morale, CSAT and Executive Buy-In Skyrockets

Picture this: Every day, your agents come to work to find interactions that totally match their skills. They’re...

What 2020 Call Center Trends Should Inform your CX Strategies? Our Magic 8-Ball Says These 7 Trends Will Give You a Competitive Edge (It is Decidedly so)

The state of customer service sits at a standstill. CSAT scores are stuck and most CX strategies are...

Keeping your Contact Center Agents in their Seats: Employee Engagement is the Answer to the Aches and Pains of Attrition

When was the last time someone called into your customer service team just to tell your agents they’re doing...

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This Master Service Agreement (“Agreement”) is made between Sharpen Technologies Inc. D/B/A Sharpen and its affiliated companies, subsidiaries, business...

Ask the Right Questions: 6 Essential Questions you Need Answered before Committing to a Cloud Contact Center Platform

It’s rare in our lives that we make big purchases that tie us to long commitments. If you buy...

Digital Transformation in the Contact Center: Cloud Migration Lessons from the Trenches

Contact centers have a mounting list of priorities and criteria to make the customer experience a success. But...

The Anatomy of a Successful Call Center: A How-To Guide for Managing a Call Center Team Full of Stellar Agents

Stop me if you’ve heard this story before: You start your job as a new customer service agent...