How does Call Center Forecasting Work? Forecasting isn’t just for weather anymore. Nowadays, many industries use various forecasting levels to predict market trends, sales, costs, profit margins, etc. While it might not immediately come to mind, call center forecasting is something the industry relies on heavily as well. What is Call Center Forecasting?…
Call Center Myths The call center industry, like many others, has always been subject to stereotypes and myths. When choosing to employ a call center for your customer service and sales needs, knowing which myths are false is essential. Why are there so many myths about call centers? Call center myths exist because…
24/7 Customer Support: Benefits and Advantages In the day and age where anyone from any part of the world can tell someone else about their experience, 24/7 customer support is as essential as ever. Continuous, around-the-clock support is critical for a business because it helps develop a reputation of helpfulness, retain customers, and attract…
Crisis Management and Call Centers Before the coronavirus pandemic, 69% of surveyed company leaders had experienced some corporate crisis, averaging one a year. Since then, 95% of company leaders can admit that their crisis preparedness needs improvement. Those with a well-thought-out emergency response plan in place can quickly respond to unexpected disruptions and stabilize operations, bouncing…
Direct Response Marketing for Call Centers Let’s say your company’s marketing department hits a home run. It has launched a robust direct response marketing campaign that’s turning heads. Congrats! What systems do you have in place to receive and manage the avalanche of phone calls coming your way? Every call you fail to answer threatens…
Call Center Metrics You Should Know If you’re shopping for a call center to help your business, you should have a good understanding of some basic call center metrics. First Call Resolution Let’s start this list of call center metrics with an essential one. The first call resolution rate is critical and goes a long…
Call Centers and Politics Fall is upon us, and with it, this year also comes election season. Legislative seats, state governorships, and local/state judgeships are all up for grabs, and politicians are hot on the campaign trail in preparation for the November election day. With it being an election year, Gold Mountain Communications thought it would be…
Call Center Trends to Keep an Eye On Call centers have come a long way in the last decade. In the past, call centers were often associated with cold calling, with the emphasis on selling and closing, and little concern how the prospect experience. My, how things have changed. A dedicated focus toward customer experience…