Can you have too much of a good thing? Well that can certainly be true...
Read More >>>Monthly Archives: January 2020
Time-Tested Tips for Handling Tough Contacts
How equipped are your agents for those situations when something is going wrong? When customers are clearly upset? Here are some time-tested tips: If your...
Read More >>>Employee Engagement: A Key Metric in All Service Environments
Employee engagement should be a key metric in all service environments. Research shows that employee...
Read More >>>GM Leverages AI in Social Customer Care
GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM...
Read More >>>Contact Center Scheduling Can Be Creative and Collaborative
It’s a new year and a great time to reflect on challenges in your contact center. Chances are that if you’ve managed a contact center...
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