September 2022

This article was originally published on ICMI.com in June 2020. In the contact center, agents and supervisors have heard it all before while handling irate customers. Customers threatening to sue the organization because a product isn’t working correctly. Promises to light up social media if customers don’t get what they want. Overly aggressive or pushy […]

This article was originally published on ThinkHDI.com in July 2020. Finding good technical support candidates can be difficult. With a unique skill set that includes technical abilities, customer service skills, passion for technology, and excellent communication skills, it can sometimes feel like looking for unicorns. Add in additional skill sets like the ability to support