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Solving Agent Attrition: Practical Strategies for the Modern Company
Agent attrition is a pervasive challenge in the contact center industry, with turnover rates reaching as high as 30-45% annually in some areas. While many organizations view this as an unavoidable aspect of doing business, high attrition’s financial and operational repercussions are far too significant to ignore. This post explores the staggering costs associated with…
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Scaling Your QA Process Without Adding Overhead
If you’re managing quality assurance (QA) in any industry, you’re probably feeling the pressure. Compliance regulations are only getting stricter, customer expectations are rising, and interaction volumes are growing. Meanwhile, your QA resources remain the same, or worse, you’re being asked to do “more with less”. Sound familiar? So how do you scale your QA…
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Top Leadership Mistakes to Avoid: Insights for Contact Center Leaders
Leadership is as much about self-awareness as it is about guiding others. For instance, consider a leader who regularly seeks feedback from their team and adapts their approach based on that input. This fosters trust and sets the stage for a collaborative environment. However, even the best leaders can fall into traps that hinder team…
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Why Manual QA is Holding Back Your Debt Collection Operations
Let’s be honest – running debt collection operations isn’t for the faint of heart. As an operations or compliance leader, you’re navigating a minefield of regulations, managing teams, and trying to keep costs in check, all while ensuring that your agents treat customers with dignity and respect. And if we’re being really honest, you’ve probably…
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Future Predictions in Agent Assist Software
Every interaction shapes a customer’s perception, loyalty, and, ultimately, a company’s bottom line. This is where agent assist software comes in. Helping guide agents with the right thing to say at the right time. It’s been a no brainer for companies looking to up their customer service without fully automating it. But there are lots…
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The Human Side of Call Centers
When you think about call centers, you might imagine rows of agents answering calls, navigating software, and chasing numbers like key performance indicators (KPIs) or service level agreements (SLAs). While metrics are essential for measuring efficiency, they don’t capture the heart of what truly drives call center success: people. Call centers are fundamentally a people…
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Balancing Employee Safety with Business Continuity
Ensuring employee safety while maintaining operational efficiency has become an increasingly complex challenge. The rise of modern threats and the financial implications of downtime necessitate innovative approaches to safeguarding agents without compromising business continuity. This post explores the key aspects of balancing safety and operations, the role of proactive measures, and how AI-powered solutions can…
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The Three M’s of Agent Retention
Agent retention is one of the most critical challenges facing companies today, particularly in high-turnover roles like customer service, sales, and support. Losing agents is costly. Not only in terms of recruitment and training but also in lost productivity and institutional knowledge. To combat this, organizations need a strategic framework to foster loyalty and engagement…
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Top 5 Compliance Requirements with Tonia Brown
Tonia Brown, VP of Compliance at First Credit Services joins the Contact Center KPI Podcast to talk all about compliance. With a background in first-party, third-party, deby buying, and debt brokering, Tonia has seen a little bit of everything in the compliance world. She gives you five requirements you must have when it comes to…
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Things To Consider When Implementing Real-Time Agent Assist & Automated QA
First, let us begin by breaking down any decision related to the implementation of new technology into three phases. People. Process. Technology. Usually, we’ve found organizations take these in the reverse order. For this post, we are going to focus on the technology piece as it relates to the process that people will go through…
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Dream Outcomes with Adam Saad
Adam Saad, Founder and CTO of Tech Stack Advising, is passionate about dream outcomes. He says, “Goals are great. KPIs are good. But words matter. Dream outcomes should be on a different level.” Let’s dive in and learn all about the difference between standard goals and your dream outcomes. 1. Where to start? Divide and…
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How Agent Assist Software Is Reducing Compliance Risks For Financial Services
As regulations continue to drive more compliance efforts from financial institutions, evaluating software solutions has become even more time-consuming. Fines, legal actions, and reputational damage from non-compliance can have a far-reaching impact on an institution’s bottom line. Enter agent assist software. A technology that not only supports compliance but also enhances efficiency. However, vendor research…
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