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 for...

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 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...

To ensure customer satisfaction, it is essential to have a well-functioning call center. But you work in an industry with one of the highest turnover rates in the world (60%!). So, no one could blame you for feeling stressed!

Do not fret, managing a...

It should come as no surprise that over half of adults work over 40 hours a week. What might sound a little more surprising is that, by working 40+ hours per week, we are spending roughly 35% of our waking hours at work! With statistics that...

Every call center manager knows that growing your customer service team can be a serious challenge. But, where obstacles arise, so also do opportunities. You can succumb to difficulties and give up, or you can leap over those hurdles and become a...

Call centers use scripts for several reasons. Scripting allows you to control messaging and ensure agents are providing a consistent service experience to every customer. Scripts help move calls along efficiently. And they can reinforce your brand...

If you work for any length of time in a call center, it is inevitable that you will encounter difficult customers. Some are annoyed, others are unhappy, and there can even be those that are irate due to an issue with a product or service. Or, they...

According to the U.S. Contact Centre Decision Makers Guide, call centers saw an average of 60% agent turnover rate by mid-2017. Unfortunately, this rate (or much higher) is common in the industry, and continues to be among the top issues faced by...