Lorraine Kelleher at Spearline explains how research highlights the continued importance of phone calls to ensure an optimal customer experience. However, many organizations are blind to the issues impacting their external network.

Customer service has been a continually evolving area of business over the past number of decades. Not only have technological advancements altered how customer service is conducted, but consumers’ expectations have also dramatically changed.

Here are three ideas to breathe new life into your association’s earnings:

Job boards

The queen of soft skills is an essential element for leaders to cultivate. Get some pointers from our archives on how to get emotionally smarter.

Tough times call for a strong understanding of your own emotions, and the emotions of others, when making decisions.

With the events of 2020 requiring millions of workers to transition to working from their homes, many businesses have been forced to reconsider their definition of a workplace and how managers can effectively monitor, coach and communicate with remote and at-home workers.

As an increasing number of contact centres transition to working from home and coworking environments, the challenges regarding team management, customer care and scheduling their remote teams are also growing.

A helpful and popular added benefit gives members a more in-depth and time-saving connection to their professions—and their peers.

Giving members dedicated content for specialized areas gives them a deeper connection to their professions beyond the big picture, says Melanie Claus, membership director at the Association of Energy Engineers.

Crises are not one-offs. They never stop and—just to make it interesting—you rarely get a heads-up on when the next one will strike. This is why it’s good to always be prepared.

The career of a call center agent is often short-lived, with research suggesting that call center workers aged between 20 and 34 years old stay with an organization only about one year on average. 

Many of those working in call centers experience high levels of stress, which all too often leads to call center burnout. 

The executive director of the Oregon Dental Association explains how they have increased the quantity and quality of informative content with limited time and resources.

The pandemic has affected associations in ways no one could have predicted. Eighteen months after COVID first sent us into lockdown, it continues to demand flexibility, strategic pivots and patience.

“Hot enough for you?” “So, what do you do?” “Are you from around here?”

If these questions make you cringe, you’re not alone. Plenty of people dislike small talk.

These days, most telecommunications traffic is routed through a packet-switching network, and it is frequently routed over the public internet. For example, speech data is converted into packets for call participants and routed ‘towards’ a receiver.

However, packet switching networks do not guarantee that packets will arrive on the same path as their destination.