Most companies perform some kind of customer service, whether that involves handling and processing orders, back-end support, or both. In many companies, the ongoing debate is: should we handle the process internally, or would outsourcing customer...

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...

Providing call center agents with up-to-date technology helps them work more efficiently, and greater efficiency creates happy customers. New technology also enables customers to connect via multiple channels and take advantage of more self-service...

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...

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...

“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 surprise...

All customer service agents spend their day handling frustrated customers and solving difficult and unique challenges call after call, every day. Sound easy? It is not.

It can be difficult for agents and managers alike to handle each call perfectly,...

People want to work for companies with an engaging environment. And call center companies want to retain talented CSRs. So, here are four key methods to better retain your quality employees. Not only will these tips improve employee retention, they...

Finding the perfect telephony vendor for your company, much like partnering with any other type of business, is not easy!

And when it comes to interviewing telephony vendors, you need to know “enough to be dangerous” about the telephony industry,...