RMG Networks Blog

Top 10 Call Center Best Practices

The effectiveness of your contact center can have a direct impact on the health and profitability of your company. Whether you want to maximize productivity with data visualization or increase revenue with real-time performance management, you'll benefit significantly from applying call center best practices. Here are ten of the most important best practices you should put in place as soon as possible.

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Is Knowledge Still King for Contact Centre Data?


"If I knew then, what I know now." 

Some of you may remember the above as a title of a song while others may perhaps remember it just as a day-to-day catch phrase. The benefit of hindsight is always an advantage, but we are always on the wrong side of it. This is where real-time visibility is empowering and brings options.

Many people will agree that knowledge is power, or if you're a fan of hip-hop and Kool Moe Dee, knowledge is king. Others would disagree and argue that Kool Moe Dee's knowledge is king is an old school of thought. Instead, knowledge when actioned is now king. It is not enough to know you must take action based on the newfound knowledge.

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Out With The Old, In With The New: A Safety Communication Strategy That Works

In any business, effectively and immediately communicating important safety information should be a top priority. Alerts, injury reports, and safety tips continuously change, and it’s up to management to distribute the information as quickly as possible to all employees whether they are in the office or out in the field. 

These days, traditional communication is less effective at reaching 100 percent of the workforce, and relying on employees to read and review safety guidelines is a gamble. That being said, one risk worth taking is investing resources to update old communication strategies and replace them with innovative safety communication solutions that work.

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Is Your Internal Communications Strategy Working?

If you've ever watched a World War II documentary on the History Channel, then you probably already know the importance planning ahead can have on your short- and long-term goals.

Generals like Patton and de Gaulle planned for the weeks ahead, the months ahead, and the years ahead…all in order to ensure that a distinct set of objectives for each time period was met with the resources to get there. 

An internal communications strategy takes these same strategic principles and aligns them with business planning and the tactical know-how to help your company achieve its near-term and long-range competitive objectives.

In the competitive battlefield that is 21st-century business, a lucid and metric-based internal communications strategy is a must. 

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The Next Big Thing: Innovative Technologies in Supply Chain Management

New ideas are the best. Seriously. A truly great idea changes the way we think, we live, and we do business. However, conceptualizing these life-changing ideas are not always that easy. With modern technology advancing at a phenomenal pace, it's only a matter of time before someone, somewhere, gets another bright idea that will impact our lives for the better.

Examples of innovative technologies that have drastically improved operations can be found in supply chain management. These technologies are quickly making the task of producing, moving, and selling products more effective and efficient – i.e., the way things should be.

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How a Data Dashboard Builds Trust Among Managers and Employees [VIDEO]

Nothing says “I trust you” like giving your friend or partner freedom within a relationship – freedom to go, freedom to do, and freedom to be. The same holds true in other relationships. Take the relationship between a manager and employee, for example.

Micromanagers, those who cannot disengage themselves from every step of their employees’ work, can actually cripple a relationship, demoralizing their employees and impeding productivity.

However, those managers who free their employees by trusting them will not only see morale and productivity increase, but will also experience a freedom that will allow them, as managers, to focus on the bigger picture and how to continually improve their processes while raising the performance bar for their teams.

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Five Employee Engagement Ideas That Work at Work

Have you ever wondered what's being said when a top-tier basketball team goes in for a quick team huddle during a game? It’s probably safe to assume that the purpose of the huddle is to review strategy or to motivate team members. Coaches need to make sure all the players are on the same page and ready for the game.

As it happens, that's actually the underlying idea with employee engagement: You're shooting for a workplace environment that brings out all of the experience and talent of everyone on your team so that they follow the same organizational game plan.

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How to Boost Revenue with Digital Signage

As a digital signage company, we know how advanced digital technology has become. Interactive screens allow customers to communicate with a business with the flick of a finger; eye-popping, high-resolution images and graphics stop lobby visitors dead in their tracks; integrated, centrally controlled communication systems allow global companies to communicate with employees around the world at an instant.

But do these digital signage technologies pay off? Do they enhance ROI or just raise an organization’s “cool factor”?

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