--- title: The Connection Blog | The Connection Team (4) 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. (4) --- [![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 [![AdobeStock_171527748](https://blog.theconnectioncc.com/hubfs/AdobeStock_171527748.jpeg)](https://blog.theconnectioncc.com/customer-experience-management-tools) ## [Customer Experience Management Tools: How to Leverage Your Call Center](https://blog.theconnectioncc.com/customer-experience-management-tools) Customer service reps spend all day interacting with customers, which means the call center can be one of your most valuable customer experience management tools. These days, a company’s future can rise or fall based on their customer service. Since... Jan 31, 2019 [Read more...](https://blog.theconnectioncc.com/customer-experience-management-tools) [![AdobeStock_86551906](https://blog.theconnectioncc.com/hubfs/AdobeStock_86551906.jpeg)](https://blog.theconnectioncc.com/outsourcing-customer-service-cost) ## [Evaluating Outsourcing Customer Service Cost: Is it Worth It?](https://blog.theconnectioncc.com/outsourcing-customer-service-cost) 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... Jan 29, 2019 [Read more...](https://blog.theconnectioncc.com/outsourcing-customer-service-cost) [![AdobeStock_161922244](https://blog.theconnectioncc.com/hubfs/AdobeStock_161922244.jpeg)](https://blog.theconnectioncc.com/gaps-in-call-center-staffing) ## [How to Handle Gaps in Call Center Staffing](https://blog.theconnectioncc.com/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](https://blog.theconnectioncc.com/agent-turnover), e.g. there is a termination or someone quits without... Jan 17, 2019 [Read more...](https://blog.theconnectioncc.com/gaps-in-call-center-staffing) [![AdobeStock_166185900](https://blog.theconnectioncc.com/hubfs/AdobeStock_166185900.jpeg)](https://blog.theconnectioncc.com/how-to-fire-an-employee) ## [CSR Management: How to Fire an Employee Without Leaving a Mark](https://blog.theconnectioncc.com/how-to-fire-an-employee) No matter how hard we work to [hire the best customer service representatives](https://blog.theconnectioncc.com/call-center-agent), 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... Jan 10, 2019 [Read more...](https://blog.theconnectioncc.com/how-to-fire-an-employee) [![AdobeStock_70840199](https://blog.theconnectioncc.com/hubfs/AdobeStock_70840199.jpeg)](https://blog.theconnectioncc.com/call-center-technology-2019) ## [Must-Have Call Center Technology to Add to Your Business in 2019](https://blog.theconnectioncc.com/call-center-technology-2019) 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... Jan 03, 2019 [Read more...](https://blog.theconnectioncc.com/call-center-technology-2019) [![AdobeStock_111396992](https://blog.theconnectioncc.com/hubfs/AdobeStock_111396992.jpeg)](https://blog.theconnectioncc.com/contact-center-management) ## [Knowledge is Power: Why Training is Key to Contact Center Management](https://blog.theconnectioncc.com/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](https://blog.theconnectioncc.com/call-center-agent-training), services, and/or products, to effectively... Dec 18, 2018 [Read more...](https://blog.theconnectioncc.com/contact-center-management) [![AdobeStock_168038223](https://blog.theconnectioncc.com/hubfs/AdobeStock_168038223.jpeg)](https://blog.theconnectioncc.com/customer-experience-strategy) ## [What Role Should Your Contact Center Play in Your Overall Customer Experience?](https://blog.theconnectioncc.com/customer-experience-strategy) 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... Dec 17, 2018 [Read more...](https://blog.theconnectioncc.com/customer-experience-strategy) [![Screen Shot 2018-12-11 at 10.47.29 AM](https://blog.theconnectioncc.com/hubfs/Screen%20Shot%202018-12-11%20at%2010.47.29%20AM.png)](https://blog.theconnectioncc.com/empowering-your-csrs) ## [Empowering CSRs: How to Handle the Tough Questions \[VIDEO\]](https://blog.theconnectioncc.com/empowering-your-csrs) “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... Dec 14, 2018 [Read more...](https://blog.theconnectioncc.com/empowering-your-csrs) [![Screen Shot 2018-12-19 at 11.53.45 AM](https://blog.theconnectioncc.com/hubfs/Screen%20Shot%202018-12-19%20at%2011.53.45%20AM.png)](https://blog.theconnectioncc.com/customer-service-101) ## [Customer Service 101: 5 Things Agents Should Be Doing \[VIDEO\]](https://blog.theconnectioncc.com/customer-service-101) 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,... Dec 07, 2018 [Read more...](https://blog.theconnectioncc.com/customer-service-101) [![AdobeStock_90416634](https://blog.theconnectioncc.com/hubfs/AdobeStock_90416634.jpeg)](https://blog.theconnectioncc.com/call-center-culture) ## [Call Center Culture: 4 Ways to Create an Engaged Workforce](https://blog.theconnectioncc.com/call-center-culture) People want to work for [companies with an engaging environment](https://blog.theconnectioncc.com/motivation-techniques). And call center companies [want to retain talented CSRs](https://blog.theconnectioncc.com/middle-performing-csrs). So, here are four key methods to better retain your quality employees. Not only will these tips improve employee retention, they... Nov 27, 2018 [Read more...](https://blog.theconnectioncc.com/call-center-culture) - [<<](https://blog.theconnectioncc.com/author/the-connection-team/page/3) - [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) - [6](https://blog.theconnectioncc.com/author/the-connection-team/page/6) - [>>](https://blog.theconnectioncc.com/author/the-connection-team/page/5) ### 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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