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Customer Service Trends to Look Out for in 2019

Not so long ago, contact centers “served” customers by robotically reciting scripts over the phone. My, how things have changed! Now, customers can reach out via multiple channels, and agents are more conversational. For 2019, all customer...

Knowledge is Power: Why Training is Key to 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, services, and/or products, to...

What Role Should Your Contact Center Play in Your Overall Customer Experience?

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...

Empowering CSRs: How to Handle the Tough Questions [VIDEO]

“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...

Customer Service 101: 5 Things Agents Should Be Doing [VIDEO]

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...

6 Tips for Delivering an Authentic Call Center Script

One way or another, the great majority of  customer service reps are going to utilize a script on a few, some, or perhaps all of their calls. However the last thing any of us wants when we call a customer service department is an agent who...

Call Center Culture: 4 Ways to Create an Engaged Workforce

People want to work for companies with an engaging environment. And call center companies want to retain talented CSRs. So, here are four key methods to better retain your quality employees. Not only will these tips improve employee retention,...

Top 9 Mistakes People Make When They Interview Telephony Vendors [VIDEO]

Finding the perfect telephony vendor for your company, much like partnering with any other type of business, is not easy!

And when it comes to interviewing telephony vendors, you need to know “enough to be dangerous” about the telephony industry,...

Road to Security: Our SOC2 and PCI Certifications

Data security is top-of-mind with everyone now, especially anyone who shops online. So, it is critical that call centers assure customers and business partners that their credit card and other sensitive information is safe. In order to build that...

4 Tips to Improve Call Center Scheduling

Call center scheduling is a difficult and time-consuming job. Top that with trying to satisfy the needs of all your staff while also meeting service levels, and you are one busy manager. And if you are using Microsoft Excel (or Google Sheets) for...

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