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It's 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. Fortunately, there are a lot of ways to gather these kinds of metrics in a customer...

9 Best Practices for Delivering an Authentic Call Center Script

One way or another, the great majority of customer service reps are going to utilize a script on a few, some, or perhaps all of their calls. However, the last thing any of us wants when we call a customer service department is an agent who...

5 Ways Call Center Outsourcing Can Help Increase Profitability

Staffing and managing an internal call center is both challenging and costly. For many direct-to-customer businesses, it can represent as much as 3% of net sales, or even more. And there is no way to put a price on the frustrations involved....

The Importance of Omni-Channel Solutions in a Contact Center

Have you ever wondered about the difference between multi-channel and omni-channel communications? Multi-channel offers multiple lines of communication individually, while omni-channel combines all those channels into one single experience. They...

Call Center Branding: 4 Steps to Ensure a Seamless Customer Experience

When a customer contacts your company to ask product questions, place an order, or get tech support, they assume they are talking to your people. They may not even realize they have contacted a “call center.” In fact, that's the goal, that they...

How Call Center CRM Integration Helped Grow Our Partner's Business

Customer Relationship Management (CRM) platforms can (and should) play an important role in customer relations. Here at The Connection®, we always recommend that companies integrate call center and CRM technologies. Doing this enables call center...

Buying Speech Analytics Software? Here's What We Recommend

Speech analytics software has become a vital tool for contact centers. The data you capture from speech analytics can be much more nuanced than the usual hard performance numbers, providing deeper insight to grow your business by improving...

Why a Relationship with a Contact Center Partner Should Include Data-Driven Results

Outsourcing is a common and highly-scalable business practice these days, but the partner you choose to shoulder part of your company’s workload will have a direct effect on your bottom line. Even more important, though, the contact center...

Customer Satisfaction Metrics: What You Should Know About CSAT and NPS

In this day and age of cutthroat competition, it is ever more critical to provide great customer service, and to ensure that the quality of care that you provide is viewed positively by your customers.  

How to Identify the Best Customer Service Assessment Test for Your Call Center

Assessment testing can greatly enhance the hiring process for any call center. If created well, these tests can identify a candidate’s existing skills and knowledge. From customer service assessment to technical proficiency tests, it's important...

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