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As a growing management consulting firm headquartered in Indianapolis, IN, Engaging Solutions provides a variety of customized services to government agencies, small businesses and Fortune 500 companies. Its contact center solutions are focused largely in the Medicaid managed care sector. New contracts typically require the company’s 100-175 contact center agents to process a plan’s entire membership in a…

Agents are the biggest asset in any contact center. Ironically, contact center agent turnover is seen as the number one challenge for contact centers. Contact center executives are always looking at ways to invest in agents – hire the best agents, train them better and retain them longer. An increased agent productivity is a proven formula to…

We’ve come a long way since the days when phone service was delivered over a simple cable with four copper wires. This older technology is often referred to as POTS, which stands for “plain old telephone service”. Today, internet phone service is rapidly becoming the most common form of telephony. Internet phone service uses a technology called voice over IP, or…

Many small businesses count on customer service as a competitive differentiator against larger companies. Having a small business call center is a key piece of creating a competitive advantage with customer service. If you’re a small business without a call center today, why should you create one? Almost every business interacts with its customers in some way, usually by phone. You may have multiple people…

Valvoline has built a trusted worldwide brand over decades in premium automotive lubricant products, services and stores. Its 180+ agent contact center handles more than 2.5 million inbound interactions annually—everything from product questions from customers to queries from large retail partners. In its local service centers, though, the customer experience was lacking. Callers to the centers encountered a…

The global contact center industry is standing on the cusp of a new era in the customer experience, bringing with it changes to the contact center industry that are unprecedented. The primary drivers behind these expected changes are the preferences, expectations, and demands of the next generation of customers; the Millennials and Generation Z.

There is nothing more expensive than a missed opportunity. In the new experience economy every customer’s journey must be personalized to customer needs, effortless to navigate and seamless through every touchpoint. Anytime the journey is interrupted by poor customer service, that experience may negatively influence future touchpoints, even when previous interactions have exceeded customer expectation. When superior customer experience is not carried across all touchpoints, a golden opportunity is missed and the cost to pay in customer relations may prove to be substantial.