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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...

Holiday Help: The Best Way to Schedule the Busy Season

Taking off work, gathering with family, and enjoying quality time makes the holidays a joyous occasion for most. But for call center managers, the holidays can mean dramatic increases in call volume. Retailers, in particular, are bustling with...

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...

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