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Customer Service 101: 5 Things Agents Should Be Doing [VIDEO]

All customer service agents spend their day handling frustrated customers and solving difficult and unique challenges call after call, every day. Sound easy? It is not.

It can be difficult for agents and managers alike to handle each call...

6 Tips 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...

Call Center Culture: 4 Ways to Create an Engaged Workforce

People want to work for companies with an engaging environment. And call center companies want to retain talented CSRs. So, here are four key methods to better retain your quality employees. Not only will these tips improve employee retention,...

Top 9 Mistakes People Make When They Interview Telephony Vendors [VIDEO]

Finding the perfect telephony vendor for your company, much like partnering with any other type of business, is not easy!

And when it comes to interviewing telephony vendors, you need to know “enough to be dangerous” about the telephony industry,...

Road to Security: Our SOC2 and PCI Certifications

Data security is top-of-mind with everyone now, especially anyone who shops online. So, it is critical that call centers assure customers and business partners that their credit card and other sensitive information is safe. In order to build that...

4 Tips to Improve Call Center Scheduling

Call center scheduling is a difficult and time-consuming job. Top that with trying to satisfy the needs of all your staff while also meeting service levels, and you are one busy manager. And if you are using Microsoft Excel (or Google Sheets) for...

5 Call Center Lessons to Gobble Up From Butterball's Famous Turkey Talk-Line

No call center wants to run a-fowl of their customers this hectic holiday season. Whether customers are in a jolly mood or in full stress mode, we want to give them a friendly, helpful experience. But as every call center agent knows, that is not...

The Key to CSR Success is Something You May Not Have Considered

There are a lot of factors that contribute to a call center representative’s success — company knowledge, experience on the phone, and the list goes on.

The Importance of Providing Omni-Channel Customer Service at Your Call Center [VIDEO]

Omni-channel customer service. You have probably heard about it time and time again from articles just like these. But why make the investment?

Sure, it is helpful to provide more than just telephone-answering services when working as the...

How to Leverage Valuable Customer Listening Data From CSRs

CSRs spend all day talking to customers, so wouldn't it be nice to tap into all of the insights that can be gained from those conversations? Good news! Companies can act on that information by collecting and analyzing customer feedback (Customer...

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