Hark the Herald Agents Sing: It’s Holiday Season in the Contact Center!


Before we sign off for the holiday break, we want to give shouts to all the frontline agents and coaches holding it down for clients and customers in contact centers everywhere. A reminder that the struggle to sustain morale when it’s holiday season in the contact center is real.

Deck the Halls 2018: Coping with Peak Season Holiday Spikes in the Contact Center


Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. Of course, greater retail sales inevitably lead to higher call volume in the contact center. Building the Contact Center SOW: The Framework for Success.

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Contact Center Matchmaking: Mattersight Pairs Callers with Agents

Think Customers

As we enter the busiest shopping and travel season of the year, customer service agents are bracing themselves for the inevitable increase in calls and messages. And tense situations can get even worse when the personalities of the caller and agent clash.

Nine Myths to Debunk for a Data-Powered Contact Center


Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. The Aberdeen Group, Omer Minkara, May 2014).

4 Ways to Win with a Multi-Channel Contact Center with Service and Technology

Win the Customer

Call Center Communication Customer Experience Customer Service Multi-channel is more important than ever as customers expect information to be available when instantly and through the channels they already use daily.

Wanted: Customer Service Change Agents for Contact Centers

Tricia Morris

According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%. Contact centers are working to address this growing and changing channel use. According to Dimension Data’s 2015 Global Contact Centre Benchmarking Report which surveyed 901 contact centers across 72 countries, more than half are now multichannel ones managing at least eight different forms of contact methods.

Shift Drives Better Customer Experience with Talkdesk Enterprise Cloud Contact Center


But in 2014, I tried something new. Shift needed a better way to route calls to agents across their three contact centers. Shift chose Talkdesk Enterprise Cloud Contact Center for its simple user interface and administration and deep integration to Salesforce.

Faces of Customer Experience: Sean Hawkins

Customers That Stick

I am a Customer Experience and Contact Center Manager with over 15 years of contact center experience. My years in contact center leadership have provided me a solid understanding of the call center environment. Meet Sean Hawkins!

Making the Sale: 3 Cold Calling Tips

Win the Customer

Cold calls without thinking is difficult, but tailoring the call experience can lead to better customer service and improved customer contact success. Business Call Center Communication Contact Center Customer Service Sales

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How Lane Bryant Turned Its Contact Center Into a Sales Machine


Three years ago, Lane Bryant’s contact center was something it “hid somewhere in a financial spreadsheet.” Fielding contacts (some 850,000 per year) left agents weary. No matter how many contacts they handled, agents were reminded there is always room for “improvement.”.

Three Questions that Help Define Contact Center Workload

Brad Cleveland

One of the tenants of running an effective contact center is that you forecast and manage the totality of the center’s workload. Three questions can help you define and … Call Center Contact Center Customer Service Workforce Management workforce management

Monthly Mash and The Sympathetic Holiday Shopper

Customers That Stick

VOLUME 37: November 2014. Sell, Sell, Sell in the Contact Center With These Three Customer Care Metrics – Three ways to tactfully sell in the contact center.

4 Reasons You Need Customer Interaction Analytics Yesterday

Win the Customer

Customer interaction analytics provide a wealth of information about a contact center’s customers, workforce, and the effectiveness of its current system. With more and more work in contact centers being […].

How Outsourcing Can Actually Help Your Customer Service Experience

Win the Customer

US-based companies spend more than $300 billion every year on outsourced contact center services. Call Center Customer Experience Customer Service Technology Outsourcing

Faces of Customer Experience: Melissa Kovacevic

Customers That Stick

She recovered later having agent and management roles in contact centers. Melissa enjoys “on the job” coaching with front-line center leaders responsible for improving agents’ service and sales skills. Meet Melissa Kovacevic!

9 Effective Tips for Customer Service on Social Media


Is it the marketing department or the call center’s responsibility? Designate someone in the contact center to oversee social media. When a customer tweets a complaint, the customer care representative can contact that person and find out more about the issue.

Call Center Managers: Do You Need a Reality Check?

Win the Customer

Call center managers are the people responsible for orchestrating the entire workflow for their organization. This is why the contact center managers are always walking the tight rope.

Customer Service When You Can’t Contact Customers

Win the Customer

It’s difficult to catch decision makers at their desks most of the year, but this doesn’t mean that you can forget customer service when you contact customers. Call Center Communication Customer Service Contact Center Holidays skills Look, I know how you feel. Calling all day, every day, reaching voicemails or getting transferred straight into voicemail without the line ever ringing. I’ve been there, I’ve […].

Today’s Contact Center – The Internal Engine that Engages Social Communities

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Service Leadership Social Media Videos Brad Cleveland customer access customer experience leadership

Meet the Faces of Customer Experience 2014

Customers That Stick

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. So let us reintroduce you to our Faces from 2014.

Three Ways the Contact Center Contributes to Customer Experience

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Videos Brad Cleveland customer experience customer relationships leadership

How Contact Centers Strengthen Ties Across the Organization

Brad Cleveland

Root-causes must often be addressed elsewhere; an issue that deteriorates high levels of customer satisfaction may involve processes far beyond the … Call Center Contact Center Customer Access Strategy Customer ExperienceEffective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties.

Training Customers = Losing

Heart of the Customer

The CEB reports that 58% of callers to your contact center started out on your website. —————- Call center managers have seen it before. “Customers aren’t filling out our form completely.

Creative Ideas to Gain Executive Attention and Empathy for Customers


One of our large clients in the communications sector orchestrated an evening where the top 100 leaders across the company were paired up with contact center representatives for two hours to listen in to calls.

How to Start Collecting Customer Data


Customer Name and Contact Information: Once you decide how you’re collecting feedback—whether via email, SMS, or even phone interviewing or mail survey (in which case you’re in the 1980s)—you need to answer two basic questions: who are the customers, and where do you reach them?

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Power Countless Customer Experiences with inContact

NICE inContact

Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. Why optimizing your workforce is an essential requirement for the contact center.

Columbia Sportswear Takes Customer Service to the Cloud

NICE inContact

As their customer support inquiries increased, Columbia Sportswear knew they needed a new contact center solution to support seasonal call volumes, e-commerce, and their unique brands. Searching for the Ideal Contact Center System. Offering outstanding customer support is a primary mission for outdoor apparel manufacturer, Columbia Sportswear, but their PBX-based system had long been a bottleneck for their contact center and IT teams.

Skills-Based Routing: Effective Resource Planning Is Vital

Brad Cleveland

Call Center Contact Center Videos Workforce Management Brad Cleveland Customer Service skills-based routing workforce management

When to Begin Forecasting and Planning Chat

Brad Cleveland

Call Center Contact Center Customer Service Videos Workforce Management multichannel workforce management

Visual OmniChannel – Give Customers the Experience They Crave


To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. Considering that contact centers today hold immense repositories of customer data, processing this information is no simple feat. Every interaction, touchpoint and communication is captured and stored, and how a contact center handles its data is critical to its success.

How Many Concurrent Chat Sessions Should Agents Handle

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland chat multichannel workforce management

Want to Deliver Consistent Service? Build a Customer Access Strategy

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Videos customer access customer access strategy leadership

For the First Time Ever, the Customer Is in Control

Brad Cleveland

Call Center Contact Center Customer Experience Customer Service Leadership Mobile Videos customer experience mobile customer service

Empowering Agents with the Right Information and Training

Brad Cleveland

Call Center Contact Center Customer Service Organization and Culture Quality Management Videos CSR quality management

7 Suggestions for Improving Schedule Adherence

Brad Cleveland

Call Center Contact Center Customer Service Videos Workforce Management adherence to schedule Brad Cleveland schedule adherence workforce management

Is Social Media a Risk?

Brad Cleveland

Call Center Contact Center Customer Service Leadership Multi-channel Support Social Media Videos leadership

Measuring Social Interactions

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Social Media Videos Customer service statistics multichannel