Hiring the right CSRs is one of the most important steps for call center management to build a great call center team. Remember, agents are the only people on the call center team that have direct interactions with the customer! So, while it is...

If there is one thing Contact Center managers can always count on, it is that call volume will fluctuate. If only we could predict how much, and when! Accurate call volume forecasting is essential in order to plan ahead effectively, especially for...

What is the biggest hesitation for most companies when it comes to outsourcing their contact center? The fear that a call center partner might not match your branding!

It’s not easy to hand over your customer care department to another company and...

If there is one thing we know about customers today, it is that they have high expectations. They want help (or information) fast, and they want access to be convenient. A customer relation chatbot can help deliver that. Many call centers and...

For call center management, handling a large group of call center agents with varying skill levels is not easy. If only all your customer service reps were really great at their job! Unfortunately, that is not generally the case. Most groups of...

When you’re entering into a business relationship with another company, it can be a little scary! There is a lot of trust that goes into a partnership to believe that it will result in the desired outcome, whether that is higher revenue, more...

Millennials may get a bad rap for their attention spans (or lack thereof), but they know their way around technology. In fact, they are changing the way we do everything, especially how we shop and communicate. And that is creating a huge impact on...

Customers are changing the way they interact with businesses. Gone are the days where someone’s first reaction is to pick up the telephone and call a prospective business. Often times, people start by doing a little research online, messaging with...

To ensure customer satisfaction, it is essential to have a well-functioning call center. But you work in an industry with one of the highest turnover rates in the world (60%!). So, no one could blame you for feeling stressed!

Do not fret, managing a...

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...