Latest Articles

5 Things 2020 Taught Us About Social Media

As 2021 begins, you’re probably anxious to dive into your customer service care plan and continue communicating with your customers. But it can be helpful to look back on 2020 and see how social media may have impacted your sales. The truth is, social media has been around a while, but in many ways, it’s […]

How to Account for COVID in Your Customer Service Metrics

Let’s face it: 2020 was a year like no other. Many of us are happily waving it goodbye, reminding it not to let the door hit it on its way out. But as excited as we may be to see the old year come to a close—and for a potentially close end to the deadly […]

5 Must-Learn Traits for New Customer Service Employees

As the holiday season ramps up, you may have brought new customer service employees on board in your business. A higher call volume means a higher need for customer service agents, especially as the global pandemic continues to rage and people continue to choose calling in or e-mailing vs. visiting a business in person. With […]

5 Questions to Ask When Exploring New Team Management Software

It’s essential for team members across a customer contact call center to be able to work together, share information, and collaborate. Ever since our world has been smacked with the coronavirus pandemic, many team members have also transitioned to working from home, making teamwork feel even more difficult. In order to properly serve your customers, […]

Popular Articles

The Difference Between Hunters and Farmers

In both sales and marketing, it is important to match the right personality to the right role. Before deciding on final placements within the company, determine the unique set of skills that each individual on your sales team has.

4 Ways to Deal with Swearing Customers

The job of a customer service rep is already stressful, and an angry or distressed customer can throw things into high gear. A study revealed the extent of swearing at customer service reps. It’s a big problem, and for contact center managers, it’s important to have a plan in place for training your reps to […]