--- title: The Connection Blog (3) 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. (3) --- [![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) - [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) - [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) - [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 # All Blog Posts [![Screen Shot 2018-04-05 at 4.13.53 PM](https://blog.theconnectioncc.com/hubfs/Screen%20Shot%202018-04-05%20at%204.13.53%20PM.png)](https://blog.theconnectioncc.com/crm-integration) ## [How Call Center CRM Integration Helped Grow Our Partner's Business](https://blog.theconnectioncc.com/crm-integration) Customer Relationship Management (CRM) platforms can (and should) play an important role in customer relations. Here at The Connection®, we always recommend that companies integrate call center and CRM technologies. Doing this enables call center... Jul 12, 2019 [Read more...](https://blog.theconnectioncc.com/crm-integration) [![AdobeStock_195337608](https://blog.theconnectioncc.com/hubfs/AdobeStock_195337608.jpeg)](https://blog.theconnectioncc.com/buying-speech-analytics-software) ## [Buying Speech Analytics Software? Here's What We Recommend](https://blog.theconnectioncc.com/buying-speech-analytics-software) Speech analytics software has become a vital tool for contact centers. The data you capture from speech analytics can be much more nuanced than the usual hard performance numbers, providing deeper insight to grow your business by improving customer... Jul 02, 2019 [Read more...](https://blog.theconnectioncc.com/buying-speech-analytics-software) [![AdobeStock_249073170](https://blog.theconnectioncc.com/hubfs/AdobeStock_249073170.jpeg)](https://blog.theconnectioncc.com/strategic-partnerships-for-growth) ## [Why a Relationship with a Contact Center Partner Should Include Data-Driven Results](https://blog.theconnectioncc.com/strategic-partnerships-for-growth) [Outsourcing is a common](https://www.theconnectioncc.com/lp/call-center-outsourcing) and highly-scalable business practice these days, but the partner you choose to shoulder part of your company’s workload will have a direct effect on your bottom line. Even more important, though, the contact center partner... Jun 21, 2019 [Read more...](https://blog.theconnectioncc.com/strategic-partnerships-for-growth) [![Customer-Experience_Stock_Blog](https://blog.theconnectioncc.com/hubfs/Customer-Experience_Stock_Blog.jpg)](https://blog.theconnectioncc.com/csat-and-nps-ratings) ## [Customer Satisfaction Metrics: What You Should Know About CSAT and NPS](https://blog.theconnectioncc.com/csat-and-nps-ratings) In this day and age of cutthroat competition, it is ever more critical to provide great customer service, and to ensure that the quality of care that you provide is viewed positively by your customers.   May 30, 2019 [Read more...](https://blog.theconnectioncc.com/csat-and-nps-ratings) [![AdobeStock_187194833-1](https://blog.theconnectioncc.com/hubfs/AdobeStock_187194833-1.jpeg)](https://blog.theconnectioncc.com/customer-service-assessment-test) ## [How to Identify the Best Customer Service Assessment Test for Your Call Center](https://blog.theconnectioncc.com/customer-service-assessment-test) Assessment testing can greatly enhance the hiring process for any call center. If created well, these tests can identify a candidate’s existing skills and knowledge. From customer service assessment to technical proficiency tests, it's important to... Mar 28, 2019 [Read more...](https://blog.theconnectioncc.com/customer-service-assessment-test) [![AdobeStock_167777217](https://blog.theconnectioncc.com/hubfs/AdobeStock_167777217.jpeg)](https://blog.theconnectioncc.com/call-volume) ## [5 Cost-Effective Ways To Handle an Increase in Call Volume](https://blog.theconnectioncc.com/call-volume) One thing contact center managers can count on is that call volume will fluctuate. Much of that is predictable, thanks to ever-improving forecasting tools. But, what if the business frequently receives large influxes of calls? What can you do so... Mar 15, 2019 [Read more...](https://blog.theconnectioncc.com/call-volume) [![AdobeStock_195664501](https://blog.theconnectioncc.com/hubfs/AdobeStock_195664501.jpeg)](https://blog.theconnectioncc.com/call-center-training-tips) ## [Call Center Training Tips for Managing New Hires](https://blog.theconnectioncc.com/call-center-training-tips) Not every candidate who is hired to work in a call center comes with customer service experience. They may be friendly, outgoing, and patient, but they likely do not (yet) have the knowledge and call center-specific skills they will need to succeed.... Mar 07, 2019 [Read more...](https://blog.theconnectioncc.com/call-center-training-tips) [![AdobeStock_116314909](https://blog.theconnectioncc.com/hubfs/AdobeStock_116314909.jpeg)](https://blog.theconnectioncc.com/phone-sales-tips) ## [Contact Center Help: Phone Sales Tips for Inbound Calls](https://blog.theconnectioncc.com/phone-sales-tips) 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 about... Feb 28, 2019 [Read more...](https://blog.theconnectioncc.com/phone-sales-tips) [![AdobeStock_194638066](https://blog.theconnectioncc.com/hubfs/AdobeStock_194638066.jpeg)](https://blog.theconnectioncc.com/order-processing-best-practices) ## [4 Order Processing Best Practices for CSRs](https://blog.theconnectioncc.com/order-processing-best-practices) 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. Feb 22, 2019 [Read more...](https://blog.theconnectioncc.com/order-processing-best-practices) [![AdobeStock_191980941](https://blog.theconnectioncc.com/hubfs/AdobeStock_191980941.jpeg)](https://blog.theconnectioncc.com/upselling-techniques) ## [7 Successful Cross-Selling and Upselling Techniques for All CSRs](https://blog.theconnectioncc.com/upselling-techniques) 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,... Feb 14, 2019 [Read more...](https://blog.theconnectioncc.com/upselling-techniques) - [<<](https://blog.theconnectioncc.com/page/2) - [1](https://blog.theconnectioncc.com/page/1) - [2](https://blog.theconnectioncc.com/page/2) - [3](https://blog.theconnectioncc.com/page/3) - [4](https://blog.theconnectioncc.com/page/4) - [5](https://blog.theconnectioncc.com/page/5) - [>>](https://blog.theconnectioncc.com/page/4) ### 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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