Thomas Laird

Starting the Day the Right Way in Your Call Center for Maximum Quality Results

CALL CENTER MANAGEMENT-CONTROLLING THE FIRST 30 MINUTES OF AN ASSOCIATE’S DAY We educate all our middle management that the first 30 minutes of an associate’s day must be totally controlled by the supervisor. We believe it is one of the most important tips that we...

10 Ways To Disrupt Your Call Center Using Technology and Best Practices

The technology and processes for running a call center in 2019 are evolving. Let's look at 10 ways you can disrupt your call center today for a better customer experience and higher quality associates. 1) Omnichannel Call Center Operation: The days of dictating how a...

8 Steps to Transform and Evolve Your Contact Center Culture

Culture is the thread that holds your call center together. Over the years we have come up with 8 tips to enhance your call center and customer experience culture. "You can't expect your employees to exceed the expectations of your customers if you don't...

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