Remember when call center agents used to “serve” customers by robotically reciting scripts over the phone? Not anymore. These days, customers expect to have an entirely different experience, one that is personalized just for them. They can reach out...
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Without effective workforce forecasting, call centers cannot serve customers well or function profitably.
Virtually everything that goes into optimizing resources — recruiting, hiring, staffing, and scheduling — depends on having an accurate...
No company can stay in business without analyzing performance data. However, useful data depends on using the right set of key performance indicators, or KPIs. Fortunately, there are a lot of ways to gather these kinds of metrics in a customer...
In this day and age of cutthroat competition, it is ever more critical to provide great customer service, and to ensure that the quality of care that you provide is viewed positively by your customers.
Assessment testing can greatly enhance the hiring process for any call center. If created well, these tests can identify a candidate’s existing skills and knowledge. From customer service assessment to technical proficiency tests, it's important to...
One thing contact center managers can count on is that call volume will fluctuate. Much of that is predictable, thanks to ever-improving forecasting tools. But, what if the business frequently receives large influxes of calls? What can you do so...
Not every candidate who is hired to work in a call center comes with customer service experience. They may be friendly, outgoing, and patient, but they likely do not (yet) have the knowledge and call center-specific skills they will need to succeed....
All businesses require a certain number of customer service reps to staff their call center and that number can fluctuate throughout the year. If you experience turnover at an inopportune time, e.g. there is a termination or someone quits without...
No matter how hard we work to hire the best customer service representatives, sometimes it simply does not work out and the person is not cut out for the rigors of contact center work. Knowing when and how to fire an employee is one of the biggest...
A contact center is only as good as its agents’ abilities to execute on the questions and tasks at hand. And how can they properly execute on their tasks? TRAINING! Agents need to be trained on your brand, services, and/or products, to effectively...
