A Dozen Ways to Cultivate Customer Relationships

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By:  Brad Cleveland Over the past decade or so, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. But have evolving customer expectations, developments in social media, new communication channels, or other developments, changed the fundamentals? Fortunately, no. In fact, today’s ultra-connected environment seems to amplify them. The principles behind building … Read More

Hiring the Right Talent

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Hiring the right talent is crucial for any business especially for companies that have to communicate with their customers directly daily. In order for a company to be successful, they must have the right people, in the right place with the right training. Some companies do not devote the time in pre-screening candidates which results in bad hires. When bad … Read More

New Solutions to an Age-Old Challenge

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By Kim Lockhart Senior Vice President, Randstad Staffing Kim.Lockhart@randstadusa.com For many contact centers, the issue of agent attrition is both long-standing and overwhelming. In fact, more than two-fifths (42.7 percent) of contact centers are experiencing agent attrition[1]. Furthermore, the average turnover rate in U.S. call centers is 43 percent and even worse for large centers with more than 1,000 agents … Read More

Virtual Agents Best Practices Series – People

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As more and more managers venture in the Virtual Contact Center world and make the decision to have a portion of their company’s call center operation manned by Work at Home Agents, I thought it might be beneficial to share over the course of the next couple of newsletters some Virtual Agent “Best Practices”. Over the last couple of years … Read More