Patty Isnor

Here’s an Idea: Put Millennials’ Needs First

The oldest Millennials are now hitting their late 30s (gulp… really?) They make up more than 30% of the workforce with a cohort that...

Why Your HR Team Will Love You for Outsourcing Your Customer Service

The procurement process for seeking an outsourced contact center is naturally focused on the tangible functionalities, capacities, competencies and capabilities of a potential vendor....

The Truth About Attrition in the Contact Center

At first glance, attrition seems like a chink in the armor for contact centers. Across every industry, the fact that people leave their jobs...

Navigating Generational Differences in the Contact Center Workforce

What makes a great contact center agent isn’t as easy to define as you might expect. Yes, they need to be great communicators and...

What HR Wishes WFM Knew About Call Center Employee Experience

Put your hand up if you grew up wanting to be a call center agent. No? Nobody? We get it… Our industry has gotten...

The Three Most Important Questions to Ask About the Future of Customer Service

One of our most popular blog posts focuses on which contact center predictions from the past few years have come true in the world...

What Your Workforce Management Team Wishes HR Knew

Whether you’re running your own in-house call center or working closely with an outsourced contact center to manage the load, chances are your workforce...

Recruiting for Your Contact Center: Why Gamers Make Great Agents

In mapping the customer journey, the contact center is unquestionably a critical customer touch point, essential to carrying the brand promise and delivering a positive...

Deck the Halls: Two Key Tactics to Preparing Your Contact Center for the Holiday...

The National Retail Foundation is forecasting that Americans will spend $600 billion this holiday season. This annual mad rush to prepare the contact center...

How to Hire People that Fit Your Ideal Contact Center Agent Profile

To outside eyes, hiring customer service agents might seem like a straightforward order: hire people who are good at customer service… In fact, careful,...

Agent Insight #5: 3 Steps to Leverage Customer Feedback from Call Center Agents

Good 'ol fashioned customer feedback. Whether you run an in-house call center or outsource your call center to a trusted partner, agents are the key...

Agent Insight #4: 3 Ways to Empower Call Center Agents

Experts in the contact center space often discuss the topic of empowering call center agents, but rarely is it looked at through the lens...

Keep Calm and Resolve On: 8 Tips for Dealing with Dire Circumstances

With contact centers spread around the globe, it's inevitable that there will be unexpected external forces, from hurricanes to city strikes, which will impact...

Agent Insight #3: The Agent Desktop and Applications

Why should we talk about agent desktops? That desktop interface (and its innate user experience) affects your agents, for better or worse. And whatever...

Agent Insight #2: Agent Training and Knowledge Transfer

Every outsourcing partnership must effectively manage the “hand-off.” At the beginning of the relationship, and as the partnership grows and evolves, the call...

Agent Insight #1: The Positive and Negative of Agent Scripting

"When people call our call center, our reps don't have scripts, and they don't try to up-sell. They are just judged on whether they...

Agent Insights: Five Lessons for the Buyer of Customer Service Outsourcing

Many successful companies will outgrow their customer service infrastructure at some point in their evolution. For obvious reasons, leveraging a customer service outsourcing partner...

The Forgotten Secret of Customer Service Outsourcing: HR

Buyers of Customer Service Outsourcing often look to outsourcers for the obvious 'hard’ benefits including cost savings, enhanced profitability, and lower risk. It’s natural...

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