Megan Jones
Empathy Studios. former reporter @BeaconNews TheDailyIllini grad/former EIC. Loves bad karaoke, boating & Three Lakes, WI. [email protected]
Articles
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1 week ago |
callcentrehelper.com | Megan Jones |Jo Robinson
Emotions play a crucial role in shaping brand loyalty and nurturing long-term customer relationships. That’s why industry leading contact centres harness this emotional intelligence to set themselves apart with unforgettable experiences. The best part? This is only the beginning! So, what does the future hold?
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3 weeks ago |
callcentrehelper.com | Megan Jones |Jo Robinson
Investing time in creating career paths in your contact centre can pay dividends in improving staff retention and agent morale and even supporting your business continuity planning. So, are you doing enough to champion your agents’ careers?
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3 weeks ago |
callcentrehelper.com | Megan Jones |Jo Robinson
Automated customer service emails are commonplace in the contact centre, but they are not always as effective as they could be.
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3 weeks ago |
callcentrehelper.com | Megan Jones |Jo Robinson
Empowering agents has always been key to delivering exceptional customer experiences, but the means to achieve this are constantly evolving. So, what’s now possible in 2025? We asked the experts to find out…Providing self-scheduling capabilities is a great way for contact centres to empower their agents. Giving agents control over their schedules, allowing them to move their breaks or adjust call times, can have a huge impact on their work–life balance and job satisfaction.
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Jan 15, 2025 |
callcentrehelper.com | Megan Jones |Jo Robinson
Customer abuse is a sad reality all contact centre employees have to deal with. So how do you protect your agents – physically and mentally – when these instances occur? Our Editor, Megan Jones, spoke to Alec Bowman-Clarke, Jessica Ham, Kim Ellis, and Marianne Withers to uncover some of the best strategies you can use to help your agents. It’s a positive step to add “We do not tolerate abuse to our staff” messages into your IVR, but no good if it’s an empty statement.
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