FundraisingPaymentsWorkforce Management

Vancouver-Based iATS Payments Launches First of its Kind Coworking Space Dedicated Exclusively to Nonprofit Organizations

Free of charge, nonprofits gain access to high-demand, modern office space and industry-specific resources to alleviate overhead costs and promote organizational growth VANCOUVER–iATS Payments, a leading provider of payment solutions for nonprofit organizations around the world, announced the launch of The Greenhouse, a first of its kind coworking space exclusively …

READ MORE →
Contact ManagementIndustry TrendsWorkforce Management

Generation Gap is Shrinking When It Comes to Patience with Call Centres

Genesys study shows people unite across age groups in their shared dislikes; everyone hates being put on hold and getting incorrect information SAN FRANCISCO–From Millennials to Boomers, North Americans are divided on a wide range of issues today. But when it comes to expectations for customer service, they have much …

READ MORE →
Contact ManagementCustomer ServiceWorkforce Management

How to Build Empathy in Your Call Center

by Ross Duff, Senior Vice President, Operations, HGS The metaphor of the Emotional Bank Account (EBA) is arguably one of the most pervasive concepts introduced in Stephen Covey’s groundbreaking book, The 7 Habits of Highly Effective People. A few years ago, HGS examined how we could apply Covey’s principles within …

READ MORE →
Contact ManagementWorkforce Management

Digital Transformation with the Launch of Insights Call Analytics Hub

New product line allows companies to leverage call data to improve the way they do business OTTAWA–Versature, a Canadian provider of SaaS-based business VoIP communications solutions, today announced the launch of its new analytics product line, Insights. This new product line leverages Versature call data to improve customer relationships, increase …

READ MORE →
September 2018 IssueWorkforce Management

The blueprint for accelerated supervisor success

By Jim Rembach Sink or swim! That’s been the most common experience for contact centre supervisors when it comes to their skill development. 59% of frontline supervisors come from the agent ranks according to an International Customer Management Institute (ICMI) report, Agent Apathy: The Root Cause of Poor Customer Service1. …

READ MORE →
September 2018 IssueWorkforce Management

How to optimize agent hiring and retention

By Jeff Furst Contact centre hiring managers are facing stiff challenges in ensuring their centres are fully staffed. Low unemployment, competition with other industries that are expanding and pay rate pressures are making it difficult for them to meet fill rate targets. Not surprisingly contact centre agent turnover continues to …

READ MORE →
September 2018 IssueWorkforce Management

Eight steps to improve agent performance

By Scott Kendrick Contact centre performance is only as good as the average of its agents. Delighting customers and creating efficient experiences to increase positive outcomes can only be accomplished with a strong staff that is well trained and invested in their roles. Therefore, contact centres must engage in continual …

READ MORE →
September 2018 IssueWorkforce Management

Keeping contact centre employees engaged

Flexibility, empowerment are keys to success By Kelly Koelliker With the growth of consumer preference for self-service transactions—and the technology that enables them—many service issues don’t reach the contact centre at all. While this is a great development for the customer experience (CX) and efficiency the issues that do reach …

READ MORE →
September 2018 IssueWorkforce Management

Ending the contact centre “tug of war”

By Karim Chabane As more organizations adopt a customer-first approach to doing business, the role of contact centre agents, who are on the front lines of customer and organizational profitability, is changing along with their expectations. The newest entrants into the workforce may want it all, i.e. independence in a …

READ MORE →
Customer CentricityCustomer Relationship ManagementEngagement & AnalyticsLoyaltyMarketing AutomationWorkforce Management

Proprietary platform delivers customer journey engagement

TORONTO–CentricIQ, a leading marketing intelligence and performance agency, today launched CentricIQ LINK, a people-based marketing platform designed to help their clients GET PERSONAL. CentricIQ LINK delivers people-based marketing to help drive customer acquisition and brand loyalty. It brings together data and intelligence to create unique customer journeys across all offline and …

READ MORE →