Best Practices for Your Contact Center Training

As contact centers add more automated capabilities for dealing with minor customer issues, it’s becoming more and more important for your employees to be well-trained. That’s because increasingly, the issues that live contact center employees are dealing with are the more difficult, complex ones. Customers expect your contact center employee to solve whatever issue .
March 30th, 2017|Workforce Management|0 Comments

Contact Center Tips for Working with Gen Xers

It may be hard to believe, but members of Generation X, loosely defined as those who were born between the early 1960s and the late 1970s, are in their 40s now. Yes, the generation that brought you grunge music, flannel and the term “slacker,” have now been in the workforce nearly 20 years. As with every generation, there are specific traits that Gen Xers carry.
March 28th, 2017|Workforce Management|0 Comments

Contact Center Tips for Working with Millennial Agents

Depending on whom you believe, the term “Millennial” is broader than you might think. In fact, someone born anywhere from the early 1980s to the early 2000s could be considered a Millennial. But regardless of where you draw that cutoff line, Millennials are still a large portion of the United States population, with figures averaging around 75 million. When you.
March 23rd, 2017|Workforce Management|0 Comments

Heartwarming Stories of First Responders

There are times when being a first responder means you aren’t going to get the best end to a story. It’s part of the job that the brave police, firefighters and EMTs who help people all over this country have to accept. But thankfully, there are plenty of times when the story doesn’t end badly. The news is full of heart-warming, suspenseful,  and downright weird .
March 21st, 2017|Workforce Management|0 Comments

Contact Center KPIs That Will Boost Your Organizational Success

Analyzing KPIs is no doubt a vital way to measure how your contact center responds to your callers. But there’s a virtual avalanche of data within those figures. You can get just about every bit of information you need from your key performance indicators - but does that mean you’re getting the right information? How can you tell which indicators mean the most to.
March 16th, 2017|Workforce Management|0 Comments

5 More Trends That Will Continue to Transform the Contact Center Experience in 2017

Most of the customer service trends you’ll see steadily on the rise this year are ones you’re probably already familiar with. As you might expect, they involve two very important factors: efficiency and quickness. Getting the job done correctly is essential, but doing it in less and less time is the name of the game. According to research by Customer Think, the.
March 14th, 2017|Workforce Management|0 Comments

How Community Policing is Becoming a Growing Trend

Public discourse on community policing hasn’t been so high since the mid-1990s, when a citizen filmed the mistreatment of Rodney King on the streets of Los Angeles. Following the relatively recent deaths of Walter Scott, Freddie Gray, Michael Brown, and Eric Garner, community relations are of particularly great concern right now for both law enforcement professionals .
March 9th, 2017|Workforce Management|0 Comments

FirstNet And Broadband—Changing Public Safety

Technology is now being used to change and improve the quality of work and communications in nearly every industry. And as you already know, the public safety sector is no exception. Way back in 2012, the Middle Class Tax Relief and Job Creation Act was signed into law. Among other things, it created the First Responder Network Authority, or FirstNet, for.
March 7th, 2017|Workforce Management|0 Comments

Top 5 Law Enforcement Trends Affecting Police in 2017

Law enforcement practices are going through some changes right now, and there is a great deal of scrutiny on departments and officers around the country. Whether fair or not, there are expectations of change in law enforcement, some of which have been in the works for years, while others are brand new ideas. So let’s take a look at some of the trends that we’re seeing .
March 2nd, 2017|Workforce Management|0 Comments
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