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...

No call center wants to run a-fowl of their customers this hectic holiday season. Whether customers are in a jolly mood or in full stress mode, we want to give them a friendly, helpful experience. But as every call center agent knows, that is not...

There are a lot of factors that contribute to a call center representative’s success — company knowledge, experience on the phone, and the list goes on.

CSRs spend all day talking to customers, so wouldn't it be nice to tap into all of the insights that can be gained from those conversations? Good news! Companies can act on that information by collecting and analyzing customer feedback (Customer...

Taking off work, gathering with family, and enjoying quality time makes the holidays a joyous occasion for most. But for call center managers, the holidays can mean dramatic increases in call volume. Retailers, in particular, are bustling with...

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...

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...

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...