Setting Effective Call Center Goals Call center goals are vital to day-to-day operations. They give representatives something to strive for, continuously pushing them to be better. If you haven’t mapped out your call center goals for the year, we recommend doing so as soon as possible. While these goals are important, we understand the trials…
HOW HOLIDAYS AFFECT CALL CENTERS HOW HOLIDAYS AFFECT CALL CENTERS The holidays are a hectic time of year. Businesses and customers both find themselves a bit over their heads in parts of November and December, mainly because of the pressure and time restraints associated with the holiday season. With the holiday shoppoing season ever expanding…
QUICK TIPS FOR CUSTOMER SERVICE TRAINING Quality customer service, like most other industries, starts with proper training. When a call center implements superior training programs, they can really see through metrics just how well the company benefits. When new employees are onboarded, it’s important for them to be trained for a number of situations in order…
Big Data: What It Is and How to Use It The call center and customer service industries are filled with buzzwords. Omnichannel, upselling, wrap time, and first call resolution all command a large amount of attention. However, big data seems to be taking much of the focus lately. What is Big Data? Around 2001, Gartner defined it as…
How to Quickly and Professionally Resolve Customer Issues If you’ve ever worked in customer service, you know complaints and issues are inevitable. It doesn’t matter how good of a day you’re having, you will eventually pick up the phone with a disgruntled customer on the other end. It’s not so much an occupational hazard, but…
Call Center Training: Best Practices The call center industry is one with a quick turnaround. Call centers are constantly hiring new representatives, and those new hires require training. So what’s the best way to get these newly hired representatives acclimated to the customer service environment? Present What’s Expected Before a representative is even hired, it…
Utilizing a Call Center as a Marketing Tool Since their conception, call centers have predominantly been thought of as a tool for customer service. While that claim has tremendous validity, call centers can also be suitable for other business departments. One strategically important opportunity is to use call centers as a marketing tool. It may…
Call Centers can Help You Create Loyal Customers In today’s world, just about everything gets studied. Whether through scientific journals, universities, or privately-owned companies, chances are you can find some research about any subject. Call centers are no exception. Plenty of research has been done to prove the usefulness of call centers and provide statistics…
Make a Good First Impression Using a Call Center Call centers are most commonly used to satisfy customer service needs. Because of this, it’s essential to know what customers want and expect when dealing with a call center. Knowing what they require from the first impression to resolution is a great way to ensure customers…