News - Call Center

Key Considerations for Optimizing the Mobile Workforce

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.

 

 

What is Call Center Burnout and How to Overcome It?

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. 

 

 

 

How Can Jitter Frustrate Your Customers?

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.

 

 

Customer Journey Map Advice for Digital-first CX

Tamsin Dollin at NICE CXone shares customer journey mapping advice for today’s digital-first CX.

 

 

How to Get an Easy Win in Digital Marketing

 

Chris Gloede, Chief Consultant for Ricochet and past Chief Marketing Officer of the American Bar Association, breaks down the art of connecting with members.

 

 

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