The call center industry is facing a concentration crisis, with background noise levels exacerbating stress and limiting productivity in the workplace. When IRIS Audio Technologies surveyed 500 contact center agents in the U.K. and U.S. in Q3 2022, … [Continue reading] about Hearing the Need for Audio Quality
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How AI Can Combat Staffing Challenges
Forecasting economic futures is challenging, but business success depends on it. The U.S. economy ended 2022 on a sustained strong note. Payrolls continued to grow beyond expectations. Unemployment stayed low. Wages were still growing in December, … [Continue reading] about How AI Can Combat Staffing Challenges
Is Your Diversity Being Held Hostage?
There’s never been a bigger push to eliminate discriminatory hiring practices in the workplace than there is today. With good reason too. Discriminatory hiring practices are wrong from human and ethical perspectives, are bad for business, and are … [Continue reading] about Is Your Diversity Being Held Hostage?
The Misunderstanding of Tone
Tone is the most critical aspect of agent customer service, and everyone instinctively knows what good versus lousy tone sounds like. But when managing agents, the question is not what good tone sounds like. Instead, it is how to create it. How to … [Continue reading] about The Misunderstanding of Tone
Breaking the Cookie Habit
For decades, many companies have used cookies to gain insights into their customers; it is one of the most prevalent tactics to gather customer data. This approach has proved to have several issues, including privacy, but it will no longer be an … [Continue reading] about Breaking the Cookie Habit
How to Create a Lasting Human Experience
The modern contact center is a comprehensive customer experience (CX) hub, built to ensure customer satisfaction and help businesses thrive in a digital age. It is an omnichannel environment designed to align conversations across channels, including … [Continue reading] about How to Create a Lasting Human Experience
Unlock the Power of Inclusion and Equity
Diversity, equity, and inclusion (DEI) are vital components of an effective workplace and are necessary for any business’s success. When implemented correctly, these pillars can lead to increased productivity, improved customer service, and a more … [Continue reading] about Unlock the Power of Inclusion and Equity
Comparing Contact Center Insourcing Strategies
My company, TransUnion, is a global credit information services provider which operates in dozens of countries around the world. TransUnion provides both regulatory-defined and fee-oriented services to consumers in those markets. We are a company of … [Continue reading] about Comparing Contact Center Insourcing Strategies
Turning the Tide with Trust
In today’s hyperconnected, increasingly personalized marketplace, customers expect more than ever. Their expectations of excellence haven’t waned in the face of ongoing challenges like COVID-19, supply chain disruptions, and understaffed businesses; … [Continue reading] about Turning the Tide with Trust
The Benefits of Prioritizing Employee Needs
The unemployment rate for people with disabilities is, according to the United Nations, at and over 50% in industrialized countries alone, meaning organizations are missing out on a significant source of strong talent and overlooking a great … [Continue reading] about The Benefits of Prioritizing Employee Needs