Want to know why contact center analytics is so important? Imagine having the superpower to decode customer sentiment or predict what they want! Today’s customer-oriented companies rely on advanced contact center data analytics to make the best business decisions. How? Contact centers generate tons of customer-related information every day. By analyzing them through charts and graphs, you can gain meaningful insights into enhancing customer experience.

Want to set up effective call center training programs? During the last decade, customer service has moved on from being a mere necessity to taking a front-seat for most businesses. As a result, contact center services and operations have gone through a massive transformation. And it’s vital that the methods and practices in call center training sessions reflect these changes too. Frontline customer service agents must now be empowered to embrace and utilize these new trends.

Want to create callcenter scripts that can win over your customers? Businesses are constantly on the lookout for innovative ways to engage customers. However, nothing beats the personalized customer service experience offered by call center agents — be it on a live call or through real-time text chat. By developing customized call center scripts for your business, you can empower your agents to deliver an excellent and consistent customer experience.

Confused between hybrid vs remote work models? The COVID 19 pandemic has fundamentally changed the way we work. In line with pandemic guidelines, corporate giants like Amazon and Facebook have allowed their employees to work from home, at least for a few more months. Twitter has gone a step further and permitted its employees to work remotely forever if they desire. But can you do the same for your company?

“Can hybrid work? Yes. But it takes a lot of intention, strategy, skill development, and location inclusion to make it work” The global Coronavirus pandemic unexpectedly thrust the entire working world into new and uncharted territory. A year ago, some 95% of businesses were forced to move to a remote work environment, many for the first time. It was an unprecedented experience that was not only unanticipated, but that few businesses were ready for.

Interested in the hybrid workplace model? Many employees would prefer to work from home full-time, even after the COVID-19 pandemic and the subsequent lockdown. However, firms need to have at least a few members in the office to upload files to the system server, meet clients, attend urgent team meetings, etc. Fortunately, companies have started to introduce a work arrangement that satisfies every employees’ requirements — the hybrid workplace model.

Looking for tips to manage hybrid teams? Most teams used to work on-site before the COVID-19 pandemic and the subsequent lockdown. Now, the work model has changed — some employees work remotely, while others work from the office. As a manager, you may face difficulties executing this hybrid workplace model due to the lack of proper communication, ambiguous guidelines, etc. In this article, we’ll cover 8 tips to help you manage your hybrid team.

Reports show that almost 70% of freelance workers handle about 4 projects at one time. This means freelancing work involves communicating with multiple people on different deliverables, creating outlines for each of these projects, creating schedules to be on-time, invoicing for each work done, and much more. This is a huge chunk of administrative work that every freelancer goes through. It may read easily on paper, but it can take a toll on you if you are not organizing your work.

If you think that COVID-19 and remote working have had no impact on HR, think again. This pandemic has had a major impact on the physical and mental state of the workforce, in addition to redefining the technological aspects of the workplace. Every organization observed a major change in how teams work and that led to even bigger radical shifts in HR trends.

Wondering how to grow your online business during a crisis situation? Adjusting to an unknown and turbulent reality can be harsh, especially for businesses. The Covid-19 crisis was the beginning of the end of a lot of small and medium businesses globally. According to the International Trade Survey, at least one out of four businesses were projected to close as the crisis endured.