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5 Motivation Techniques to Boost Employee Morale

It should come as no surprise that over half of adults work over 40 hours a week. What might sound a little more surprising is that, by working 40+ hours per week, we are spending roughly 35% of our waking hours at work! With statistics that...

3 Obstacles to Overcome When Growing Your Customer Service Team

Every call center manager knows that growing your customer service team can be a serious challenge. But, where obstacles arise, so also do opportunities. You can succumb to difficulties and give up, or you can leap over those hurdles and become a...

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,...

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...

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