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5 Cost-Effective Ways To Handle an Increase in Call Volume

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...

Call Center Training Tips for Managing New Hires

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...

Call Center Hiring Best Practices for an Outstanding Team

Hiring qualified talent for your call center can be challenging. And if you don't hire the right people, you will likely experience even higher turnover rates.

If there is one thing recruiting experts are telling us to expect in 2019 it is that...

How to Handle Gaps in Call Center Staffing

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...

CSR Management: How to Fire an Employee Without Leaving a Mark

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...

It Is All in the Numbers: Your Ultimate Guide to Call Center Metrics

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. There are a lot of ways to track results in a customer contact center. To ensure you...

Customer Service Trends to Look Out for in 2019

Not so long ago, contact centers “served” customers by robotically reciting scripts over the phone. My, how things have changed! Now, customers can reach out via multiple channels, and agents are more conversational. For 2019, all customer...

Knowledge is Power: Why Training is Key to Contact Center Management

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...

What Role Should Your Contact Center Play in Your Overall Customer Experience?

Contact centers can play a critical role when it comes to delivering the kind of positive experience that keeps customers coming back. These days, it is almost impossible to develop an effective business growth plan without including a clear...

Empowering CSRs: How to Handle the Tough Questions [VIDEO]

“It’s not possible to know all the answers for the customers that are calling in,” says Cyndi McDurmott, our VP of Human Resources, “even for our most seasoned agents that have been with us 10+ years.”

So, what can we do when we get those...

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