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Customer Experience Management Tools: How to Leverage Your Call Center

Customer service reps spend all day interacting with customers, which means the call center can be one of your most valuable customer experience management tools. These days, a company’s future can rise or fall based on their customer service.

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Evaluating Outsourcing Customer Service Cost: Is it Worth It?

Most companies perform some kind of customer service, whether that involves handling and processing orders, back-end support, or both. In many companies, the ongoing debate is: should we handle the process internally, or would outsourcing...

How to Handle Gaps in Call Center Staffing

All businesses require a certain number of customer service reps to staff their call center and that number can fluctuate throughout the year. If you experience turnover at an inopportune time, e.g. there is a termination or someone quits...

CSR Management: How to Fire an Employee Without Leaving a Mark

No matter how hard we work to hire the best customer service representatives, sometimes it simply does not work out and the person is not cut out for the rigors of contact center work. Knowing when and how to fire an employee is one of the...

Must-Have Call Center Technology to Add to Your Business in 2019

Providing call center agents with up-to-date technology helps them work more efficiently, and greater efficiency creates happy customers. New technology also enables customers to connect via multiple channels and take advantage of more...

It Is All in the Numbers: Your Ultimate Guide to Call Center Metrics

No company can stay in business without analyzing performance data. However, useful data depends on using the right set of key performance indicators, or KPIs. There are a lot of ways to track results in a customer contact center. To ensure you...

Customer Service Trends to Look Out for in 2019

Not so long ago, contact centers “served” customers by robotically reciting scripts over the phone. My, how things have changed! Now, customers can reach out via multiple channels, and agents are more conversational. For 2019, all customer...

Knowledge is Power: Why Training is Key to Contact Center Management

A contact center is only as good as its agents’ abilities to execute on the questions and tasks at hand. And how can they properly execute on their tasks? TRAINING! Agents need to be trained on your brand, services, and/or products, to...

What Role Should Your Contact Center Play in Your Overall Customer Experience?

Contact centers can play a critical role when it comes to delivering the kind of positive experience that keeps customers coming back. These days, it is almost impossible to develop an effective business growth plan without including a clear...

Empowering CSRs: How to Handle the Tough Questions [VIDEO]

“It’s not possible to know all the answers for the customers that are calling in,” says Cyndi McDurmott, our VP of Human Resources, “even for our most seasoned agents that have been with us 10+ years.”

So, what can we do when we get those...

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