Five Call Center & Customer Service Trends in 2021
My team and I are beginning to talk about budgeting and technologies for 2021, and now is the time for us to start making some hard decisions. This week I want to talk about where I think the industry is headed in the next 12-18 months, and give you some insight so you can be […]
Call Center Geek: Questions from the Mailbag
Our Advice from a Call Center Geek community has started a mailbag for questions from all the other geeks out there. Texts come in, and we answer as many as possible. We will not sell your information, nor will you get lots of spam from us. We might, however, use your anonymous inquiries on the […]
An Introduction to Customer Journey Mapping and it’s Importance
The importance of customer journey mapping… Boss IssuesHave you ever been called in by your boss as the quarterly statistics are being presented to the Board of Directors, and think that they will be applauding your team’s hard work? Have you ever been slammed by the Board instead of asking questions focused solely on why […]
An Introduction to Customer Journey Mapping and it’s Importance
The importance of customer journey mapping… Boss IssuesHave you ever been called in by your boss as the quarterly statistics are being presented to the Board of Directors, and think that they will be applauding your team’s hard work? Have you ever been slammed by the Board instead of asking questions focused solely on why […]
University of Wisconsin Talk: Making Call Center Culture Tangible & Tips for Call Center Rep Engagement
I had the great pleasure of being asked to give a talk to the University of Wisconsin E-Business Consortium on “Making Call Center Culture Tangible, Using Culture as a Weapon, and Engagement Practices for Call Center Reps”. This is the full talk that I gave. Main Focuses: Call Center CultureLet’s be honest, you have never […]
University of Wisconsin Talk: Making Call Center Culture Tangible & Tips for Call Center Rep Engagement
I had the great pleasure of being asked to give a talk to the University of Wisconsin E-Business Consortium on “Making Call Center Culture Tangible, Using Culture as a Weapon, and Engagement Practices for Call Center Reps”. This is the full talk that I gave. Main Focuses: Call Center CultureLet’s be honest, you have never […]
Purchasing a New Call Center Platform- Everything You Need To Know
This week we talk about everything you need to know when purchasing a new call center platform. Whether you are in the market or will be in the market for a new call center platform, we will go in-depth into the different types of providers, what are must/should-haves you should purchase, tips on saving money, […]
Purchasing a New Call Center Platform- Everything You Need To Know
This week we talk about everything you need to know when purchasing a new call center platform. Whether you are in the market or will be in the market for a new call center platform, we will go in-depth into the different types of providers, what are must/should-haves you should purchase, tips on saving money, […]
Growing Up in A Call Center: Interview with Christian Montes
Operating a call center often is not someone’s dream job, but it becomes their dream job. How did you get into this space? When you say, “the call center is in your blood”, for me it’s probably true. My parents actually started a contact center in the mid-’80s, they started doing surveys for healthcare and […]
Growing Up in A Call Center: Interview with Christian Montes
Operating a call center often is not someone’s dream job, but it becomes their dream job. How did you get into this space? When you say, “the call center is in your blood”, for me it’s probably true. My parents actually started a contact center in the mid-’80s, they started doing surveys for healthcare and […]
