Business

Alright. You’ve got your agent persona(s) and your touchpoint catalog, right? Now let’s get join hands and make an experience map. We’re starting to get to the cream here everybody. You’ll start seeing real, concrete opportunities to revolutionize your operation. No but seriously. So get ready for the thrilling finale in our series on the agent […]

What if you could increase your agents’ efficiency without burning them out? The blended contact center is your friend – but only if you do it right. A glance at any scatterplot of call times will confirm that both in- and outbound calls tend to have lulls in volume – and that those lulls usually

A few weeks back we talked about how to turn personas – a classic marketing and CX tool – inward to help lay the stage for crafting your agent experience (AX). Now we’re going to take a step further. We’re going to put together an agent touchpoint catalog which will give you a high-level (and

Skills-based routing is pretty great – don’t get us wrong – but there is so much more we could do. We are talking about smart inbound routing.  Routing has come a long way since the first automatic call distribution device was created. Those early devices were surprisingly sophisticated little blighters – just have a look at

If you are still leaning heavily on reports for your day-to-day and month-to-month in your contact center, we need to talk. Let’s play a game. Say you’re an army wizard, or whatever those army types are called these days. Which would you rather have: (a) early warning of an approaching missile, or (b) an extremely

Do you want to know how to attract – and keep – the absolute best call center agents possible for your business? In this first part in our latest series on the contact agent experience, we’re going to give you a sort-of-secret weapon.

You are an outbound team leader or supervisor in a contact center. It is not easy. In fact, it’s a really difficult job. But as you already know, it can also be exciting and rewarding. Because contact centers are awesome. You’re more than just a leader. You’re also a manager and a motivator. You need

Zailab specializes in Small Business Call Center Solutions. But we also love sharing best practice advice for contact centers. Here are some simple techniques will make a significant difference to your meetings. 

Should a contact center agent have access to company Wi-Fi? Zailab’s Mushfiq Hopkins asks the experts – and from matters of efficiency to legal compliance, the answer depends.