Future Proofing Call and Contact Centers: Why IoT Will Be Key
The number of devices connecting to the Internet of Things (IoT) is set to reach 135 billion by 2030. Like … Read more
Articles
Probing Questions to Ask in a Call Center
As a call center agent, it is essential to ask probing questions to your customers. Probing questions help to get … Read more
How Technology is Transforming the Call Center Industry
The call center industry is rapidly evolving, and technology is playing a significant role in enhancing its operations. Here are … Read more
Four Ways to Step up Compliance and the Customer Experience
In the aftermath of the pandemic, consumer expectations of brands have escalated, whilst brand loyalty has diminished. In the fight … Read more
Do You Need a CRM Strategy? Here’s How to Create One
The CRM system is often hailed as the heart of customer experience (CX), yet many businesses don’t give their CRMs … Read more
Five KM Predictions for Contact Centers Confronting the Great Resignation
Steve West, Head of Marketing at Shelf, reveals his top predictions for knowledge management in contact centers in 2022. Over … Read more
Coaching Call Center Agents in Nine Easy Steps
Call recording is my favorite method for coaching agents and maintaining quality phone calls. Want to get started? Here is … Read more
How to Recognize Call Center Stress – And What to Do About It
Here are some of the signs that a customer service agent is already stressed out from his or her job … Read more
How to Create an Effective Call Center Outsourcing Plan
Outsourcing frequently enables businesses to increase productivity and efficiency, while lowering costs and increasing profits. Here are some essential questions … Read more
Hook Me Up With A Human
What has happened to the good old fashioned customer service? Most organizations today have digitized humans out of existence in … Read more