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Articles

Call center desks

Future Proofing Call and Contact Centers: Why IoT Will Be Key

June 8, 2023June 7, 2023 by Ann Harper

The number of devices connecting to the Internet of Things (IoT) is set to reach 135 billion by 2030. Like … Read more

Call center agent talking to customer using headset

Probing Questions to Ask in a Call Center

June 6, 2023June 6, 2023 by Ann Harper

As a call center agent, it is essential to ask probing questions to your customers. Probing questions help to get … Read more

Call center agents using cx software

How Technology is Transforming the Call Center Industry

June 6, 2023June 5, 2023 by Ann Harper

The call center industry is rapidly evolving, and technology is playing a significant role in enhancing its operations. Here are … Read more

Call center security software

Four Ways to Step up Compliance and the Customer Experience

June 5, 2023October 11, 2022 by Ann Harper

In the aftermath of the pandemic, consumer expectations of brands have escalated, whilst brand loyalty has diminished. In the fight … Read more

Telephone headset

Do You Need a CRM Strategy? Here’s How to Create One

June 5, 2023August 1, 2022 by Ann Harper

The CRM system is often hailed as the heart of customer experience (CX), yet many businesses don’t give their CRMs … Read more

Call center employees at work

Five KM Predictions for Contact Centers Confronting the Great Resignation

June 6, 2023February 7, 2022 by Ann Harper

Steve West, Head of Marketing at Shelf, reveals his top predictions for knowledge management in contact centers in 2022. Over … Read more

Call Center Agents

Coaching Call Center Agents in Nine Easy Steps

June 5, 2023November 10, 2021 by Ann Harper

Call recording is my favorite method for coaching agents and maintaining quality phone calls. Want to get started? Here is … Read more

Stressed out call center agent

How to Recognize Call Center Stress – And What to Do About It

June 6, 2023November 9, 2021 by Ann Harper

Here are some of the signs that a customer service agent is already stressed out from his or her job … Read more

Outsourced call center employees

How to Create an Effective Call Center Outsourcing Plan

June 6, 2023November 4, 2021 by Ann Harper

Outsourcing frequently enables businesses to increase productivity and efficiency, while lowering costs and increasing profits. Here are some essential questions … Read more

Robotic call center agent

Hook Me Up With A Human

June 6, 2023September 20, 2019 by Ann Harper

What has happened to the good old fashioned customer service? Most organizations today have digitized humans out of existence in … Read more

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