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5 steps that drive positive Net Promoter Score. Step 2: Assess and Consider

The first installment of our Best Practices series this week on driving a positive Net Promoter Score (NPS) through the…

5 steps that drive positive Net Promoter Score. Step 1: Listen and Engage

Net Promoter Score (NPS) is a measure of customer loyalty in the contact center, captured through post-engagement surveys. It is…

5 Tips for Designing a Winning Chat Program

The customer has spoken – and they want to access brands by chat. According to Inc. magazine, 42 percent prefer…

5 Tips for Designing a Winning Chat Program. Tip 5: Quality Assurance

The last installment of our Best Practices blog series on Designing a Winning Chat Program for the contact center, Tip 5,…

5 Tips for Designing a Winning Chat Program. Tip 4: Appropriate Forecasting

Forecasting is just as critical to your contact center chats program as to any other channel. Today's Tip 4  of…

5 Tips for Designing a Winning Chat Program. Tip 3: Number of Chats

The task of how to determine the number of chats a contact center Brand Specialist can handle at a time…

5 Tips for Designing a Winning Chat Program. Tip 2: Meter Volumes

The second tip in our Best Practices blog series about designing a winning chat program, which follows, suggests taking the opportunity…

5 Tips for Designing a Winning Chat Program. Tip 1: Rules-based Chats

The customer has spoken – and they want to access brands by chat. According to Inc. magazine, 42 percent prefer…

5 Steps to Conducting Panel Interviews

Call centers conduct one-on-one interviews of job candidates as a standard process. Panel interviews can be effective as a supplement.…

5 Steps to Conducting Panel Interviews. Step 5: Select Candidates

You have reached the last step of the process of conducting panel interviews in the contact center - the Best…

5 Steps to Conducting Panel Interviews. Step 4: Winding Down

Our Best Practices blog on conducting panel interviews moves to Step 4, which focuses on winding down the interview. Step…

5 Steps to Conducting Panel Interviews. Step 3: At the Interview

Panel interviews give the contact center another tool to use when recruiting and selecting candidates for Brand Specialist positions. Yesterday's…

5 Steps to Conducting Panel Interviews. Step 2: Make Introductions

The standard process call centers use to interview candidates is a one-on-one interview. But panel interviews are an important supplementary…

5 Steps to Conducting Panel Interviews. Step 1: Prepare

Call centers conduct one-on-one interviews of job candidates as a standard process. Panel interviews can be effective as a supplement.…

5 Tips for Developing Training for the Contact Center

An effective training program ensures a successful transfer of knowledge – about brand culture, products and processes. Providing Brand Specialists…

5 Tips for Developing Contact Center Training. Tip 5: Never Stop Training

This week's Best Practices blog on developing training programs wraps up with an essential tip: Never Stop Training. Continue to…

5 Tips for Developing Training. Tip 4: Measuring Delivery Effectiveness

The fourth tip in our blog covering development of training in the contact center touches on measuring its effectiveness. See…

5 Tips for Developing Contact Center Training. Tip 3: Design Content Delivery

Training program developers must determine the educational techniques for content delivery that will best assist contact center Brand Specialists retain their…

5 Tips for Developing Contact Center Training. Tip 2: Invest in Content

Training is the foundation of meaningful customer engagement, as mentioned in yesterday's blog. Tip 2 of this week's series discusses…

5 Tips for Developing Contact Center Training. Tip 1: Design Objectives

An effective training program ensures a successful transfer of knowledge – about brand culture, products and processes. Providing Brand Specialists…