Patty Isnor

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

Heading out of the office this holiday to grab some eggnog and enjoy the lights? While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running...

Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best

by Patty Isnor in Agent Recruiting, Call Center Agents, Contact Center Outsourcing, Customer Service Outsourcing, Patty Isnor As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ custo...

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 consists of 75 million people. What does that mean for outsourced contact center employers? In our opinion, it means we...

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. A buyer is looking for a partner who can deliver cost savings, improved profitability, and lower risk, not to mention...

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 and move on is a basic truth, but in the contact center, the attrition metric receives quite of a bit...

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 they need to have the chops to navigate call center systems and software in their sleep, but the best skills...

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 a bad rap from some true horror stories and the stigma sticks to all of us in some way or...

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 of outsourced customer service. In this post, we thought we’d take a look into the metaphorical crystal ball ourselves and...

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 management team and your HR teams have had the occasional struggle to understand one another. As the senior vice president of...

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 customer experience, placing an emphasis on effective recruiting for your contact center. The challenge, of course, is in determining which characteristics...

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 for the holiday season inevitably presents a challenge for contact centers nationwide. Massive spikes in demand mean massive potential for...

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, nuanced hiring is the foundation of any successful customer support program. If you are engaged with an outsourced contact center...

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 to harnessing customer feedback. They are privy to the good stuff – all of your customers' unfiltered compliments, grievances, praise,...

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 of the agents themselves. So, we decided to do just that. In this post, we highlight three keys to empowering...

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 call center operations. Yet, commerce must go on – deliveries are en route, orders hang in the midst, and customers...

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 affects your agents will likely affect your customers… and your cost. As a contact center outsourcer, we work in an environment...

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 center outsourcer must implement methods and processes that allows them to function as an extension of your operating team. That...

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 go above and beyond for the customer and really deliver a kind of personal service and emotional connection with our...

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 to manage the frontline customer interaction can lead to trepidation within the purchasing camp. To gather a unique perspective, we...

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 for many buyers to focus on the KPIs and end results. However, the end results can be tied back to...

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