If you think your call center has little to do with increasing your business' bottom line, think again. When your customers interact with your call center agents, it can either reinforce your reputation as a caring, customer-oriented company or...

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 brand...

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, they...

Customer on hold. It is not merely frustrating for your customer, long hold times can turn even the most polite person into a difficult customer, or cause them to simply hang up. Long wait times can transform a potential customer into a brand...

So, your business is on the rise. As your sales increase, your company will need to expand to accommodate that growth, particularly in the realm of your customer care department. When thinking about customer service, it can be easy to only picture...

Many companies find that outsourcing their inbound call center operations offers more benefits than handling the work in-house. When researching where to outsource, there are basically three options to consider: offshore, nearshore, or domestic. So,...

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...

The main focus of a call center is to create a positive customer experience, but too often, customers find themselves lost in one of any number of service pitfalls. Some examples of these service pitfalls are:

Words have great power. “No” and other negatives are psychologically and physically stressful. Conversely, “I understand,” “I can,” and “I will” instantly reflect empathy and dedication.

When working with customers, you always want to create a...

There may be advantages to maintaining an in-house call center, at least for some companies. However, if your business is growing, there may come a time when you have to question whether it is better to upgrade your technology and infrastructure or...