Patty Isnor
Patty Isnor
Patty is a member of the senior management team, responsible for strategic direction and planning. With a strong emphasis on the development of human resource strategies; management of human resource and personnel functions for company, Patty also manages all aspects of the contact center facilities including all negotiations and management of various offices.
Why Your Digital Transformation Strategy Is Missing Its Most Critical Element
After years in customer care, we’ve learned that even the most sophisticated digital tools won’t deliver results if your culture isn’t ready for them. We’ve...
The Human Element: Balancing Employee Experience in the Age of Workforce Optimization
Let’s be honest—put your hand up if you grew up wanting to be a contact center agent. No? Nobody? We get it. Our industry...
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...
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…
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 Spikes
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...