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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...

3 Obstacles to Overcome When Growing Your Customer Service Team

Every call center manager knows that growing your customer service team can be a serious challenge. But, where obstacles arise, so also do opportunities. You can succumb to difficulties and give up, or you can leap over those hurdles and become a...

5 Key Characteristics to Look for in a Call Center Partner

Trusting another company to communicate with your customers is a big deal. It is one reason some companies hesitate to outsource their call center operations. But, you can do it! The key to success in finding a call center partner you can trust...

Social Media, AI, and More! A Brief Look at the Contact Center of the Future

Technology is always changing, and it’s transforming faster today than ever before! Systems we use now will likely be outdated in just a few years (but, hopefully not!). So, what does that mean for the contact center of the future? What...

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