Bring on the Holiday Rush: Prep Tips for Your Contact Center

Bring on the Holiday Rush: Prep Tips for Your Contact Center

In just two weeks, the holiday shopping season will be in full swing. No other season impacts so many contact centers across so many markets quite like it. To accommodate the volume of sales, returns, and customer service requests, most businesses will hire seasonal...
Managing Gen-Z and Millennials in the Contact Center

Managing Gen-Z and Millennials in the Contact Center

Millennials, born between 1980 and 1995, have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z. Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job...
The Trifecta of Service Excellence and the Agent’s Reality

The Trifecta of Service Excellence and the Agent’s Reality

Hiscall partners with NICE inContact to solve their customer experience goals.  These businesses often face high-volume or high-complexity engagement models that involve the configuration and routing of contacts to agents. What is a “contact”, really? The traditional...