Top Trends for Contact Center Agent Experience in 2023
By Joel Sylvester, Chief Client Officer, Five Star Call Centers Customer experience has reigned king in the world of customer service for decades. As a shift to a higher need for well-trained and experienced call center agents rises, the industry has experienced a shift from the sole focus on the customer experience to key focus…
2023’s War for Talent: Why Companies Turn to Inbound Call Centers
What does an inbound call center do to help companies attract and retain employees? Learn how contact center solutions are filling the talent gap.
2022 State of Customer Service – The People
In 2022, the customer service industry is set to see a rise in expectations from consumers ready to put the global pandemic, and its effects, far behind them. Paired together with the struggle to find enough employees to meet job vacancies and growth, the industry should be preparing for a rocky year. For companies willing to adapt, and quickly, this could be a pivotal year. In our series on the 2022 state of customer service, we focus on four key elements driving customer care: The industry, our people, work-from-home, and technology. Today, we focus on our people.
Top 10 Retention Strategies for Call Center Agents
It’s no secret in the call center industry that a top priority is retaining call center agents. Turnover is notoriously high at 30 to 40%. And, when turnover is this high, every agent, every employee matters. Our approach to retention and employee satisfaction matters.
Call Center Expands Work From Home Program
Five Star Call Centers has expanded it’s work-from-home program across the U.S., bringing high quality talent to support clients’ needs.
The 2020 State of the Customer Service Industry – Part 2
In the 2020 State of Customer Service, our Five Star team discusses the impact of real-time reporting, artificial intelligence, business integration and innovation on the industry.
The Call Center Employee in the Pandemic Era
Six months into the COVID-19 pandemic, Five Star Call Centers shares their journey to employee recruitment, working-from-home, and recognizing employee excellence.
