How to Develop a Customer Service Strategy for Your Contact Center
No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re...
View ArticleHow to Improve Call Center Agent Productivity
High call center agent productivity is every call center manager’s dream. Not only does it lead to higher profits and lowered costs, it also results in better employee engagement and improved customer...
View ArticleCall Center Optimization: 5 Methods to Improve Your Operation
To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer...
View Article5 Tips to Prevent Call Center Agent Burnout Before it Begins
If you’ve ever experienced burnout, you know how catastrophic it is. Burnout is a mix of feeling exhausted, negative, and distant from your job all at once. It also results in reduced efficiency at...
View Article8 Tips for the Ideal Call Center Environment
A company’s work environment isn’t just about air conditioning, water cooler chats, and table tennis. Employees, especially call center agents, spend a significant portion of their lives at work. Your...
View Article3 Types of Call Center Environments Post-COVID
Last year, COVID-19 shifted many call center environments to new models. Nation-wide lockdowns forced many call center companies to either shut down or adapt to a work-from-home model. Despite the...
View ArticleTop 4 Best Practices for Call Routing
Some companies have long contact pages, with hundred phone numbers linking to every department or important person. Imagine scrolling through that list, getting the wrong number, and having to try...
View Article3 Reasons Your Call Center is Missing Benchmarks
If sales and profits are up, business is good, right? Usually, yes. But customer success leaders know that performance isn’t always based solely on profit. Call center managers must be aware of...
View ArticleHow to Create a Call Center IVR Script
When customers call your customer service line, greeting them with a friendly and easy-to-navigate interactive voice response system is a standard in call center software. This is often the first stage...
View ArticleHow to Create a Customer Service Strategy That Drives Business Growth
As a call center leader, you have one main goal — to grow your long-term customer base. To do that, you need to keep your customers happy. Call center performance is heavily weighed on customer...
View Article3 Key Strategies For Call Center Customer Service
Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. No matter what product or service you offer, your approach needs to be nothing short of...
View ArticleHow Tone of Voice Affects Customer Service
As the old saying goes: “you can hear a smile through the phone.” It may be a bit cheesy, but it’s true. Studies have proven that tone of voice in customer service is even more important to a...
View ArticleHow to Evaluate Call Center Manager Performance
As a call center leader, you rely on your call center managers to ensure everything runs smoothly. But call center managers don’t have easy jobs — reviewing metrics, engaging employees, onboarding new...
View Article5 Reasons to Invest in a Virtual Hold Solution
Customers nowadays fear the dreaded hold mantra of “Thank you for holding, your call is important to us, please continue to hold…” Virtual hold technology has resolved this dreaded game of cat and...
View ArticleThe Complete Guide to Call Center Management
Congratulations, call center manager! You’re stepping into a world full of exciting challenges, impressive individuals, and constant evolution. There’s never a dull moment in a call center with a...
View ArticleEverything You Need to Know About Adherence Reporting in the Call Center
Efficiency is important to every business, but in a call center, it directly impacts your success. While efficiency can be difficult to quantify, adherence reporting can help you gain insights on the...
View Article6 Tips to Improve Your Contact Center’s Net Promoter Score
The reviews for your contact center are in—but they won’t be found in the newspaper or on Rotten Tomatoes. You can see what your customers think about your contact center by determining your Net...
View Article4 Tips for Surviving in a Retail Contact Center
With businesses reopening after COVID-19 closures, US economist Mark Zandi asserts that retailers benefited significantly from the reopening economy. Moreover, retail spending is expected to increase...
View ArticleOptimize Your Call Center Layout with These 5 Tips
Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. Conversations around call center optimization often focus on technology, training, and...
View Article3 Tips to Reduce Cost Per Contact in the Call Center
When it comes to keeping a pulse on the health of your contact center, cost per contact can be a very handy tool. This key performance indicator (KPI) provides insight into how effective agents are at...
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