--- title: The Connection Blog | The Connection Team (2) description: This blog is designed to provide business owners with information on scaling and operating their internal customer service team, as well as resources to effectively outsource their call center. (2) --- [![The Connection](https://blog.theconnectioncc.com/hubfs/The_Connection_March2018/Images/the-connection-logo.png)](https://www.theconnectioncc.com/) - - - - (800) 883-5777 - [sales@theconnectioncc.com](mailto:sales@theconnectioncc.com) - [Best Practices](https://www.theconnectioncc.com/best-practices) - [Brand Representation](https://www.theconnectioncc.com/best-practices/brand-representation) - [Call Center Training](https://www.theconnectioncc.com/best-practices/call-center-training) - [Customer Experience](https://www.theconnectioncc.com/best-practices/customer-support) - [KPI Management](https://www.theconnectioncc.com/best-practices/kpi-management) - [Omni-Channel Contact Center](https://www.theconnectioncc.com/best-practices/omni-channel-contact-center) - [Quality Assurance](https://www.theconnectioncc.com/best-practices/quality-assurance) - [Scalability](https://www.theconnectioncc.com/best-practices/scalability) - [Technology & Updates](https://www.theconnectioncc.com/best-practices/technology-updates) - 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[Workforce Management](https://www.theconnectioncc.com/best-practices/workforce-management) - [Services](https://www.theconnectioncc.com/services) - [Call Types Handled](https://www.theconnectioncc.com/services/call-center-services) - [Omni-Channel Services](https://www.theconnectioncc.com/services/service-channels) - [Interactive Voice Response IVR Systems](https://www.theconnectioncc.com/services/service-channels/interactive-voice-response-ivr) - [Live Agent Outsourcing](https://www.theconnectioncc.com/services/service-channels/live-operator) - [Email Response Outsourcing](https://www.theconnectioncc.com/services/service-channels/email-response) - [Live Chat Outsourcing](https://www.theconnectioncc.com/services/service-channels/live-web-chat) - [Consulting Services](https://www.theconnectioncc.com/services/call-center-consulting) - [Training & Development Solutions](https://www.theconnectioncc.com/services/learning-solutions) - [Curriculum Development](https://www.theconnectioncc.com/services/learning-solutions/elearning) - [eLearning](https://www.theconnectioncc.com/services/learning-solutions/elearning) - [Learning Management System (LMS)](https://www.theconnectioncc.com/services/learning-solutions/learning-management-system-lms) - [Connect with TextChat](https://info.theconnectioncc.com/connectchat) - [Industries Served](https://www.theconnectioncc.com/industries-served) - [Media Communications](https://www.theconnectioncc.com/industries-served/media-communications) - [Consumer Services & Retail](https://www.theconnectioncc.com/industries-served/consumer-services-retail) - [Data Breaches, Recalls & Adverse Events](https://www.theconnectioncc.com/industries-served/data-breaches-recalls-adverse-events) - [Direct Sales & Social Commerce](https://www.theconnectioncc.com/industries-served/direct-sales) - [Education](https://www.theconnectioncc.com/industries-served/education) - [Financial Services](https://www.theconnectioncc.com/industries-served/financial-services) - [Government](https://www.theconnectioncc.com/industries-served/government) - [Healthcare](https://www.theconnectioncc.com/industries-served/utilities) - [Utilities](https://www.theconnectioncc.com/industries-served/utilities) - [About](https://www.theconnectioncc.com/about) - [Resources](https://www.theconnectioncc.com/resources) - [Case Studies](https://info.theconnectioncc.com/case-studies) - [Workforce Calculator](https://info.theconnectioncc.com/workforce-calculator-download) - [Call Center Metrics Report Sample](https://info.theconnectioncc.com/call-center-metrics-sample) - [Call Center Metrics Report Demo](https://info.theconnectioncc.com/call-center-metrics-demo) - [Call Center Management Guide](https://info.theconnectioncc.com/call-center-management) - [Blog](https://blog.theconnectioncc.com) - [Talent Blog](https://blog.theconnectioncc.com/talent) - [Call Center Resume Template](https://info.theconnectioncc.com/call-center-resume-template) - [Careers](https://info.theconnectioncc.com/careers) - [Working at The Connection®](https://info.theconnectioncc.com/careers) - [The Connection® Cares Benefits](https://info.theconnectioncc.com/the-connection-cares-benefits) - [Contact Us](https://www.theconnectioncc.com/contact-us) - [Request A Quote](https://www.theconnectioncc.com/contact-us/request-a-quote) - [Home Page](https://www.theconnectioncc.com/) # Tips from the Pros ## The Connection Team ### Recent Posts # All Blog Posts [![appointment setting services](https://blog.theconnectioncc.com/hubfs/AdobeStock_131011537.jpeg)](https://blog.theconnectioncc.com/appointment-setting-services) ## [Benefits of Outsourcing Your Appointment Setting Services](https://blog.theconnectioncc.com/appointment-setting-services) Business Process Outsourcing (BPO) appointment setting services have become especially popular with customer-conscious businesses because outsourcing offers multiple benefits for your brand and your bottom line. Jan 30, 2020 [Read more...](https://blog.theconnectioncc.com/appointment-setting-services) [![AdobeStock_164972173](https://blog.theconnectioncc.com/hubfs/AdobeStock_164972173.jpeg)](https://blog.theconnectioncc.com/customer-service-trends) ## [Customer Service Trends to Look Out for in 2020](https://blog.theconnectioncc.com/customer-service-trends) 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... Jan 16, 2020 [Read more...](https://blog.theconnectioncc.com/customer-service-trends) [![AdobeStock_150936311](https://blog.theconnectioncc.com/hubfs/AdobeStock_150936311.jpeg)](https://blog.theconnectioncc.com/quality-assurance-programs) ## [How to Leverage Quality Assurance Programs to Improve Your Customer Service Call Center](https://blog.theconnectioncc.com/quality-assurance-programs) Providing top-quality customer service requires successful [call center management](https://info.theconnectioncc.com/call-center-management) of many moving and interconnected parts, not the least of which are all the personnel that you have answering the phones. Dec 05, 2019 [Read more...](https://blog.theconnectioncc.com/quality-assurance-programs) [![AdobeStock_240301044](https://blog.theconnectioncc.com/hubfs/AdobeStock_240301044.jpeg)](https://blog.theconnectioncc.com/inaccurate-call-center-workforce-forecasting) ## [Causes of Inaccurate Call Center Workforce Forecasting & How To Avoid Them](https://blog.theconnectioncc.com/inaccurate-call-center-workforce-forecasting) 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... Nov 21, 2019 [Read more...](https://blog.theconnectioncc.com/inaccurate-call-center-workforce-forecasting) [![AdobeStock_171983502](https://blog.theconnectioncc.com/hubfs/AdobeStock_171983502.jpeg)](https://blog.theconnectioncc.com/call-center-staffing-hiring) ## [Call Center Staffing: Best Practices for an Outstanding Team](https://blog.theconnectioncc.com/call-center-staffing-hiring) For many companies that operate their [customer service call center](https://info.theconnectioncc.com/call-center-management) internally, staffing is an ongoing concern. This is currently an even larger concern in an environment where the national unemployment rate is only 3.8%. This can be both daunting... Oct 31, 2019 [Read more...](https://blog.theconnectioncc.com/call-center-staffing-hiring) [![AdobeStock_197838016](https://blog.theconnectioncc.com/hubfs/AdobeStock_197838016.jpeg)](https://blog.theconnectioncc.com/call-center-metrics) ## [It's All in the Numbers: Your Ultimate Guide to Call Center Metrics](https://blog.theconnectioncc.com/call-center-metrics) [No company can stay in business without analyzing performance data](https://blog.theconnectioncc.com/strategic-partnerships-for-growth). 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... Oct 17, 2019 [Read more...](https://blog.theconnectioncc.com/call-center-metrics) [![AdobeStock_208567833](https://blog.theconnectioncc.com/hubfs/AdobeStock_208567833.jpeg)](https://blog.theconnectioncc.com/call-center-script) ## [9 Best Practices for Delivering an Authentic Call Center Script](https://blog.theconnectioncc.com/call-center-script) One way or another, the great majority of customer service reps are going to utilize a script on a few, some, or perhaps all of their calls. However, the last thing any of us wants when we call a customer service department is an agent who recites a... Oct 10, 2019 [Read more...](https://blog.theconnectioncc.com/call-center-script) [![Quality-Assurance-Monitoring](https://blog.theconnectioncc.com/hubfs/Quality-Assurance-Monitoring.jpg)](https://blog.theconnectioncc.com/call-center-outsourcing) ## [5 Ways Call Center Outsourcing Can Help Increase Profitability](https://blog.theconnectioncc.com/call-center-outsourcing) Staffing and [managing an internal call center](https://info.theconnectioncc.com/call-center-management) is both challenging and costly. For many direct-to-customer businesses, it can represent as much as 3% of net sales, or even more. And there is no way to put a price on the frustrations involved.... Sep 26, 2019 [Read more...](https://blog.theconnectioncc.com/call-center-outsourcing) [![OmniChannel Service Channels_STOCK](https://blog.theconnectioncc.com/hubfs/OmniChannel%20Service%20Channels_STOCK.jpg)](https://blog.theconnectioncc.com/omni-channel-solutions-in-a-contact-center) ## [The Importance of Omni-Channel Solutions in a Contact Center](https://blog.theconnectioncc.com/omni-channel-solutions-in-a-contact-center) Have you ever wondered about the difference between multi-channel and omni-channel communications? Multi-channel offers multiple lines of communication individually, while omni-channel combines all those channels into one single experience. They may... Aug 07, 2019 [Read more...](https://blog.theconnectioncc.com/omni-channel-solutions-in-a-contact-center) [![Call Center Branding](https://blog.theconnectioncc.com/hubfs/Call%20Center%20Branding.jpeg)](https://blog.theconnectioncc.com/call-center-branding) ## [Call Center Branding: 4 Steps to Ensure a Seamless Customer Experience](https://blog.theconnectioncc.com/call-center-branding) When a customer contacts your company to ask product questions, place an order, or get tech support, they assume they are talking to your people. They may not even realize they have contacted a “call center.” In fact, that's the goal, that they... Jul 17, 2019 [Read more...](https://blog.theconnectioncc.com/call-center-branding) - [<<](https://blog.theconnectioncc.com/author/the-connection-team/page/1) - [1](https://blog.theconnectioncc.com/author/the-connection-team/page/1) - [2](https://blog.theconnectioncc.com/author/the-connection-team/page/2) - [3](https://blog.theconnectioncc.com/author/the-connection-team/page/3) - [4](https://blog.theconnectioncc.com/author/the-connection-team/page/4) - [5](https://blog.theconnectioncc.com/author/the-connection-team/page/5) - [>>](https://blog.theconnectioncc.com/author/the-connection-team/page/3) ### Subscribe to Talent Blog Notifications ### Categories - [Call Center Management (36)](https://blog.theconnectioncc.com/tag/call-center-management) [Get in Touch](https://www.theconnectioncc.com/contact-us) ![The Connection](https://blog.theconnectioncc.com/hubfs/The_Connection_March2018/Images/the-connection-logo-white-1.png) ### About The Connection® is a business process outsourcer (BPO), offering a multitude of operational and consulting services for contact center services. ### Contact Us - **Address:** Bloomington, MN 55437 - **Phone:** +1 (952) 948-5488 - **Fax:** +1 (952) 948-5498 ### Blog Signup © Copyright 2025 The Connection®. 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