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3 Tips to Minimize Agent Turnover in Your Business

According to the U.S. Contact Centre Decision Makers Guide, call centers saw an average of 60% agent turnover rate by mid-2017. Unfortunately, this rate (or much higher) is common in the industry, and continues to be among the top issues faced by...

How to Leverage Quality Assurance Programs to Improve Your Customer Service Call Center

Providing top-quality customer service requires the successful management of many moving and interconnected parts, not the least of which are all the personnel that you have answering the phones.

There are many ways to improve your customer...

Frequent Call Center Customer Complaints Your Business Can Easily Avoid

The main focus of a call center is to create a positive customer experience, but too often, customers find themselves lost in one of any number of service pitfalls. Some examples of these service pitfalls are:

The Do's and Don'ts of Call Center Scripts

Words have great power. “No” and other negatives are psychologically and physically stressful. Conversely, “I understand,” “I can,” and “I will” instantly reflect empathy and dedication.

When working with customers, you always want to create a...

Call Center Staffing: How to Overcome Your Hiring Issues

For many companies that operate their customer service call center internally, staffing is an ongoing concern. This is currently an even larger concern in an environment where the national unemployment rate is only 3.8%.  This can be both...

Upgrade vs Outsource: 5 Things to Consider In Your Call Center

There may be advantages to maintaining an in-house call center, at least for some companies. However, if your business is growing, there may come a time when you have to question whether it is better to upgrade your technology and infrastructure...

5 Characteristics to Look for in a Call Center Agent

As your company grows, so will your call center. But when you’re looking to hire a new call center agent, you do not want to hire just anyone. After all, agents are often a customer’s first impression of your brand, and sometimes their only...

The Importance of Omni-Channel Solutions for Your Customers

Omni-channel solutions represent multiple ways for your customer to reach you (e.g. voice, email, chat, SMS, etc.), as opposed to the typical single access channel: the telephone. It is critically important to take advantage of all the potential...

Must-Have Call Center Technology to Add to Your Business in 2018

Technology is ever-evolving across all industries, including those that have traditionally been the most dependent on human contact, like sales and customer service. In fact, much of today’s call center technology is designed to augment and...

How to Pick the Right Size Call Center Partner

No matter what anyone tells you, size matters. But picking the right size call center partner is no easy task. Pick one too large, and your “partner” may have the resources you need, but your brand and the attention to detail you demand for your...

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