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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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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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Leadership Principles with Mike Cowguill
Mike Cowguill, Director of Consumer Engagement & Strategy at Capio, joins us on the most recent Contact Center KPI podcast episode to dive into leadership principles. Mike shares some valuable lessons he’s learned along the way and we promise they will help you become a better leader. 1. The most valuable thing a leader can…
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Maximizing Call Center Agent Performance
The performance of call center agents directly impacts your top and bottom lines. With customer expectations continually rising, ensuring peak agent performance is more essential than ever. One way forward-thinking organizations are addressing this need is by leveraging innovative technologies, including agent assist tools and advanced analytics. This blog explores how companies can maximize call…
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20 Call Center Cheat Codes
It’s not always possible to be at the top of your game 100% of the time. That’s what cheat codes are for. Just like in your favorite video game, cheat codes give you life! But remember, you can’t use all of them at once. We suggest focusing on one or two at a time. Once…
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Why GigCX is Good for Contact Centers
The gig economy has reshaped various industries by offering flexibility and autonomy to workers while meeting the demand for scalable labor solutions. The concept is widely recognized in sectors like transportation and food delivery with giants like Uber and DoorDash leading the charge. However, an emerging frontier for the gig economy is in the realm…
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Agent Performance with Jordan Fleming
Jordan Fleming, CEO of smrtPhone, joined us on the Contact Center KPI podcast for a phenomenal episode on agent performance and his steps to coaching & training. It’s easy to fall into the trap of training and coaching too quickly. But Jordan says you need to think of coaching as time that is needed if…
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Gig Economy for Contact Centers with Nate Nammour
Nate Nammour, Director of Partnerships at ShyftOff, joined the Contact Center KPI podcast to discuss a gig economy for contact centers and why the traditional W2 employee isn’t the only way. GigCX is a recent trend that utilizes gig-based workers to handle a company’s customer service efforts. This model can be deployed in a variety…
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Agent Attrition with Oliver Catt
Today’s guest is Oliver Catt, Founder of The Cattalyst and we’re diving into agent attrition. A touchy subject in the contact center world. But it’s something that needs to be addressed as the old way of mass hiring, hoping 50% of the agents stay more than 6 months is not working anymore. 1. Understand the…
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Understanding The Call Center Software Market In 2024
In the world of customer service, call centers serve as the backbone of businesses striving for exceptional customer experience. As operations leaders, your role in optimizing call center efficiency and effectiveness is pivotal. In 2024, the call center software market continues to expand and innovate, offering a myriad of solutions tailored to meet the diverse…
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Service Level and Occupancy with Dan Smitley
Dan Smitley is a 20 year workforce management industry expert and knows the difference between focusing on both service level and occupancy can make versus just one of the two KPIs. It provides a baseline for both the customer experience and the agent experience. Without one, you can’t have the other. 1. Service level is the…
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