Gamification

2017 Call Center Trends

2017…yes, we made it!

First some good news: call centers aren’t going away this year (well, not exactly – but more on that later). And while call centers are expected to see an uptick in staffing in 2017 (did you know that 4% of working Americans – about 5 million – already work in a call center?) they are also in the midst of wide-ranging change.

Technology to Improve Call Center Agent Engagement & Productivity

Earlier this month, I discussed the growing trend towards home-based call center agents. It’s a field that – without a doubt – has been exclusively enabled by technology. But the role of tech in the call center industry stretches well beyond enabling virtual agents.

Understanding Rewards-Driven Call Center Employee Development Programs

A few months ago, I read a LinkedIn Group post regarding reward programs for front line personnel. The conclusion was that such programs were only marginally effective, at best.