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:
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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...
For many companies that operate their customer service call center internally, staffing is an ongoing concern. This is currently an even larger concern in an environment where the national unemployment rate is only 3.8%. This can be both...
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...
As your company grows, so will your call center. But when you’re looking to hire a new call center agent, you do not want to hire just anyone. After all, agents are often a customer’s first impression of your brand, and sometimes their only...
Omni-channel solutions represent multiple ways for your customer to reach you (e.g. voice, email, chat, SMS, etc.), as opposed to the typical single access channel: the telephone. It is critically important to take advantage of all the potential...
Technology is ever-evolving across all industries, including those that have traditionally been the most dependent on human contact, like sales and customer service. In fact, much of today’s call center technology is designed to augment and...
No matter what anyone tells you, size matters. But picking the right size call center partner is no easy task. Pick one too large, and your “partner” may have the resources you need, but your brand and the attention to detail you demand for your...
In this day and age, with increased specialization, movement toward more virtual operations, and extremely low unemployment rates, businesses are increasingly outsourcing their call center operations. In doing so, they will often achieve better...
As I was sitting in a dentist chair, I listened to two professionals talking heatedly about their less than exemplary office system which had launched earlier that month. They were completely oblivious to the fact that I was there - which...
