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Contact Center Help: Phone Sales Tips for Inbound Calls

Are you a current or aspiring Customer Service Representative looking to hone your skills? If so, you have come to the right place.

Inbound contact centers generally receive two main types of calls: sales support calls from customers thinking...

4 Order Processing Best Practices for CSRs

In addition to answering customer service related questions and concerns, CSRs often also process orders. If that is the case for your business, here are some order processing best practices that will make the process  easier and more efficient.

7 Successful Cross-Selling and Upselling Techniques for All CSRs

Customer service reps often do a great job providing solutions and resolving conflict, but often there is a golden opportunity to also boost sales if they know the best cross-selling and upselling techniques. Cross-selling promotes additional,...

Call Center Hiring Best Practices for an Outstanding Team

Hiring qualified talent for your call center can be challenging. And if you don't hire the right people, you will likely experience even higher turnover rates.

If there is one thing recruiting experts are telling us to expect in 2019 it is that ...

Customer Experience Management Tools: How to Leverage Your Call Center

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.

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Evaluating Outsourcing Customer Service Cost: Is it Worth It?

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...

How to Handle 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, e.g. there is a termination or someone quits...

CSR Management: How to Fire an Employee Without Leaving a Mark

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...

Must-Have Call Center Technology to Add to Your Business in 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...

It Is All in the Numbers: Your Ultimate Guide to Call Center Metrics

No company can stay in business without analyzing performance data. However, useful data depends on using the right set of key performance indicators, or KPIs. There are a lot of ways to track results in a customer contact center. To ensure you...

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