Patty Isnor

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Recruiting for Your Contact Center: Why Gamers Make Great Agents

by Patty Isnor in Agent Recruiting, Patty Isnor

In mapping the customer journey, the contact center is unquestionably a critical customer touch point, essential to carrying the brand promise and delivering a positive customer experience, placing an emphasis on effective recruiting for your contact center. The challenge, of course, is in determining which characteristics best enable an agent to make that real human connection. […]

 

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Deck the Halls: Two Key Tactics to Preparing Your Contact Center for the Holiday Spikes

by Patty Isnor in Customer Service Outsourcing, Patty Isnor

The National Retail Foundation is forecasting that Americans will spend $600 billion this holiday season. This annual mad rush to prepare the contact center for the holiday season inevitably presents a challenge for contact centers nationwide. Massive spikes in demand mean massive potential for interruption to customer service operations. Unquestionably, holiday madness can also impact […]

 

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Agent Insight #5: 3 Steps to Leverage Customer Feedback from Call Center Agents

by Patty Isnor in Customer Service Outsourcing, Patty Isnor

Good ‘ol fashioned customer feedback. Whether you run an in-house call center or outsource your call center to a trusted partner, agents are the key to harnessing customer feedback. They are privy to the good stuff – all of your customers’ unfiltered compliments, grievances, praise, product blessings, survey replies, and much, much more. In our […]

 

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