Six months ago, very few of us had heard of a Contact Tracer. At the beginning of 2020 there were approximately 2,200 trained contact tracers in the United States employed by state health departments. Fast forward and organizations both private and...

When looking for the best contact center partner, keep in mind that not all call centers are alike, and they definitely do not all have the same experience in every vertical. 

When you outsource your customer service to a professional call center such as The Connection®, you expect their agents to do a great job on behalf of your company and your customers. But how do you know if they are performing as promised? At The...

Business Process Outsourcing (BPO) appointment setting services have become especially popular with customer-conscious businesses because outsourcing offers multiple benefits for your brand and your bottom line.

Remember when call center agents used to “serve” customers by robotically reciting scripts over the phone? Not anymore. These days, customers expect to have an entirely different experience, one that is personalized just for them. They can reach out...

Providing top-quality customer service requires successful call center management of many moving and interconnected parts, not the least of which are all the personnel that you have answering the phones.

Without effective workforce forecasting, call centers cannot serve customers well or function profitably.

Virtually everything that goes into optimizing resources — recruiting, hiring, staffing, and scheduling — depends on having an accurate...

For many companies that operate their customer service call center internally, staffing is an ongoing concern. This is currently an even larger concern in an environment where the national unemployment rate is only 3.8%. This can be both daunting...

No company can stay in business without analyzing performance data. However, useful data depends on using the right set of key performance indicators, or KPIs. Fortunately, there are a lot of ways to gather these kinds of metrics in a customer...

One way or another, the great majority of customer service reps are going to utilize a script on a few, some, or perhaps all of their calls. However, the last thing any of us wants when we call a customer service department is an agent who recites a...