Copying and pasting passwords in chat windows is a bad idea—but it seems like everyone does it. Using password managers or single-sign-on platforms could help cut down on the insecure copying.
Because cloud-based apps have grown like weeds—from SEO tools, to social media tools, to automation apps, and even data analytics tools—associations are dealing with a lot more passwords...
Technology Pro Tip: Sharing Passwords? Do So Securely
Published Mon, 10/18/2021 - 17:00
Source: https://associationsnow.com/2021/10/technology-pro-tip-sharing-passwords-securely/
Top 5 Call Center Performance Metrics for Managers and Agents
Published Mon, 10/18/2021 - 05:00
Talkdesk’s Shauna Geraghty explores the main call centre performance metrics to be monitored by agents and managers.
Managing thousands of calls and handling thousands of questions while keeping a high standard of customer service: it may sound simple, but it’s not. It’s not always easy to keep productivity high in stressful environments. And call centres can be really stressful, especially in...
Source: https://www.callcentrehelper.com/top-performance-metrics-managers-agents-195509.htm
How to Unify Your Staff in Polarized Times
Published Sun, 10/17/2021 - 17:00
Political divides are starker than ever in the United States. That puts association leaders in a position to lead not just their staffs but their industries.
It’s election season in an odd-numbered year, which means election season is a little less stressful for most people. My ballot this year involves no elected seats, just relatively pro forma and uncontested bond measures. No...
Source: https://associationsnow.com/2021/10/how-to-unify-your-staff-in-polarized-times/
The Top Call Centre Agent Skills to Look for When Hiring
Published Fri, 10/15/2021 - 05:00
Shauna Geraghty at Talkdesk provides information about the recommended soft skill set and the top call centre agent skills for successful hiring.
Hiring excellent customer support agents involves selecting candidates who can effectively address a customer’s needs, work well with a team, and enhance your team’s culture. The right agents will increase customer satisfaction, enhance customer...
Source: https://www.callcentrehelper.com/top-agent-skills-when-hiring-195497.htm
How CX Technology is Changing the Role of Contact Centre Agents
Published Fri, 10/15/2021 - 05:00
The rise of Contact Centre as a Service (CCaaS) models has introduced new technology that changes the role of contact centre agents.
Jake Gardiner at Odigo explores how to improve agent satisfaction and boost business results, as agents deal with evolving customer experience tech and expectations.
The modern contact centre has evolved rapidly in recent years to optimise customer experience...
Source: https://www.callcentrehelper.com/cx-technology-changing-agent-role-195397.htm
