Food & Beverage Industry

3 Retail Trends You Can Expect to See In The 2017 Holiday Season

3 Retail Trends You Can Expect to See In The 2017 Holiday Season

While the holiday shopping season does not technically begin until Black Friday, it is never too early for retailers to think about what new and exciting retail trends there will be in the 2017 holiday season! With brick & mortar stores having to increase their efforts to combat the increasing use of e-commerce sites, the …Continue Reading

2017 Customer Experience Trends – Free eBook!

2017 Customer Experience Trends – Free eBook!

TCFCR’s 2017 Customer Experience Trends is now available as a free eBook! In this free customer experience eBook authored by Richard R Shapiro, you’ll learn what to expect in 2017. Innovation that lets firms reach out and touch their customers is moving at warp speed, building on expectations that were unthinkable just five years ago. …Continue Reading

Coaching Call Center Reps For Success

Coaching Call Center Reps For Success

Welcomers make more than great call center agents, they also excel in leadership positions.  A Welcomer as a leader or coach will encourage all call center representatives to be more welcoming, this video gives you tips on how to coach your agents for success. Watch our Welcomer Tip of the Month to find out some …Continue Reading

7 Tips For Improving Call Center Training

7 Tips For Improving Call Center Training

“There’s always room for improvement,” is how the saying goes.  If you think this is true of your call center training, then these 7 tips will be helpful to you: 1. Have the right people training your employees: Your trainers should be experts in the subject matter.  Ideally, they should have been an agent themselves.  …Continue Reading

Are you in the game? – Day 2 of the SOCAP Symposium

Are you in the game? – Day 2 of the SOCAP Symposium

Day 2 of the SOCAP Symposium did not disappoint.  Today was filled with great sessions that gave me tons of terrific notes to bring back to the team.  The day opened with a great speaker, Gabe Zichermann (my personal favorite of the Symposium) who spoke about gamification – what an amazing concept for contact centers. …Continue Reading