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Call Center Interview Questions: Develop a Process that Builds a Great Team [VIDEO]

Hiring the right CSRs is one of the most important steps to building a great call center team. Remember, agents are the only people on the call center team that have direct interactions with the customer! So, while it is important to make sure...

Call Center Forecasting Challenges Managers Face

If there is one thing Contact Center managers can always count on, it is that call volume will fluctuate. If only we could predict how much, and when! Accurate call volume forecasting is essential in order to plan ahead effectively, especially...

Call Center Agent Training: How We Educate Our Team on Your Brand [VIDEO]

What is the biggest hesitation for most companies when it comes to outsourcing their contact center? The fear that a call center partner might not match your branding!

It’s not easy to hand over your customer care department to another company...

Top Benefits and Best Practices of a Customer Relation Chatbot

If there is one thing we know about customers today, it is that they have high expectations. They want help (or information) fast, and they want access to be convenient. A customer relation chatbot can help deliver that. Many call centers and...

The Power of Focusing on Your Middle-Performing CSRs

Managing a large group of call center agents with varying skill levels is not easy. If only all your customer service reps were really great at their job! Unfortunately, that is not generally the case. Most groups of agents could be graded on a...

Contact Center Outsourcing: Steps to Ensure a Successful Relationship [VIDEO]

When you’re entering into a business relationship with another company, it can be a little scary! There is a lot of trust that goes into a partnership to believe that it will result in the desired outcome, whether that is higher revenue, more...

How to Maintain Customer Relations with Millennials

Millennials may get a bad rap for their attention spans (or lack thereof), but they know their way around technology. In fact, they are changing the way we do everything, especially how we shop and communicate. And that is creating a huge impact...

How Have Contact Centers Evolved Over the Years? [VIDEO]

Customers are changing the way they interact with businesses. Gone are the days where someone’s first reaction is to pick up the telephone and call a prospective business. Often times, people start by doing a little research online, messaging...

7 Best Practices for Call Center Management

To ensure customer satisfaction, it is essential to have a well-functioning call center. But you work in an industry with one of the highest turnover rates in the world (60%!). So, no one could blame you for feeling stressed!

Do not fret,...

5 Motivation Techniques to Boost Employee Morale

It should come as no surprise that over half of adults work over 40 hours a week. What might sound a little more surprising is that, by working 40+ hours per week, we are spending roughly 35% of our waking hours at work! With statistics that...

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