For growing companies with ambitious customer service goals and limited resources, staffing call center teams can be tricky. What’s the magic number of agents you need for a team just […]

First contact resolution (aka first call resolution), or FCR, might not be high on your list of call center metrics. Maybe you’ve never measured it. Or you’re not sure how […]

Consistently great front-line performance is the goal of every call center training program. Day in and day out, managers and QA reviewers scramble to make sure agents are performing at […]

Lately, we’ve had some interesting conversations with brand executives around the concept of remote customer service. Many are just beginning to explore the idea, asking how a virtual contact center […]

It’s time for brands to come to terms with the truth: what kept them afloat a decade ago threatens to sink them today. From operations to training to managing the […]

Three years ago, Lane Bryant’s contact center was something it “hid somewhere in a financial spreadsheet” and contact center sales and profitability were not on the radar. Like so many […]

Recently, I stumbled upon a terrific article in the Harvard Business Review, “Kick-Ass Customer Service.” (The title alone makes the article a must read.) In it, the authors do two […]