contact center resources

Is Your Contact Center Toolkit Fit for Purpose?

Contact Centers are like toolkits. They contain the tools the business needs.  That seems obvious in a way, and it kind of makes sense. Toolkits, however, usually contain tools you needed once but will probably never use again, tools you use every day, tools you thought you had to have, and some things that [...]

January 19th, 2016|Agent Desktop|

Third Party Support: Smart Thinking Beats Dogged Determination

Third Party Support  Have you ever been chased by a dog - when you're driving? A small number of hounds have a bizarre habit of pursuing cars. And their actions bear an uncanny resemblance to some companies. It's not the crazed expression or the drool. It's something else ... Dogged Determination The dogged determination to [...]

May 20th, 2015|Partner Services|

Gamification Improves Performance in the Contact Center

According to recent research ‘service workers’ such as those in contact centers are 3% less engaged in their work than they were in 2009 proving a struggle with job satisfaction in this particular sector. Poor levels of engagement and happiness at work result in poor customer service. ‘ The Actively Disengaged are emotionally disconnected from their [...]

August 6th, 2013|Customer Experience|