All Blog Posts

Verbatim or Paraphrasing: Which Call Center Script is Best for You?

Call centers use scripts for several reasons. Scripting allows you to control messaging and ensure agents are providing a consistent service experience to every customer. Scripts help move calls along efficiently. And they can reinforce your...

De-escalation: Types of Difficult Customers and How to Manage Interactions

If you work for any length of time in a call center, it is inevitable that you will encounter difficult customers. Some are annoyed, others are unhappy, and there can even be those that are irate due to an issue with a product or service. Or,...

Do Not Hang Up! How to Improve the Call Waiting Experience

Customer on hold. It is not merely frustrating for your customer, long hold times can turn even the most polite person into a difficult customer, or cause them to simply hang up. Long wait times can transform a potential customer into a brand...

Call Center Staffing: Expand or Outsource HR and Personnel Management?

So, your business is on the rise. As your sales increase, your company will need to expand to accommodate that growth, particularly in the realm of your customer care department. When thinking about customer service, it can be easy to only...

What to Do When Your Direct Selling Business Skyrockets

Business is Suddenly Booming.

Customer Care is Suddenly Suffering.

Now What?

You have been nurturing your direct selling business for some years. Slowly but surely, you have been adding consultants and distributors. During this formative time,...

Nearshore vs Domestic vs Offshore: Which Call Center is Best for Me?

Many companies find that outsourcing their inbound call center operations offers more benefits than handling the work in-house. When researching where to outsource, there are basically three options to consider: offshore, nearshore, or domestic....

3 Tips to Minimize Agent Turnover in Your Business

According to the U.S. Contact Centre Decision Makers Guide, call centers saw an average of 60% agent turnover rate by mid-2017. Unfortunately, this rate (or much higher) is common in the industry, and continues to be among the top issues faced by...

How to Leverage Quality Assurance Programs to Improve Your Customer Service Call Center

Providing top-quality customer service requires the successful management of many moving and interconnected parts, not the least of which are all the personnel that you have answering the phones.

There are many ways to improve your customer...

Frequent Call Center Customer Complaints Your Business Can Easily Avoid

The main focus of a call center is to create a positive customer experience, but too often, customers find themselves lost in one of any number of service pitfalls. Some examples of these service pitfalls are:

The Do's and Don'ts of Call Center Scripts

Words have great power. “No” and other negatives are psychologically and physically stressful. Conversely, “I understand,” “I can,” and “I will” instantly reflect empathy and dedication.

When working with customers, you always want to create a...

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