Blog

Five Training Practices That Increase Agent Efficacy on the Call Floor

Sep 1 2017

  It is very important that we have agents that are able to accomplish a wide variety of tasks on the call floor. Depending upon the campaign, it may be critical for an agent to be technically versed in a field, very knowledgeable of an individual product, able to problem solve, and maintain great composure under stress. Not to mention, they need to be able to do all of this while remaining absolutely engaged and connected with a... more

5 Reasons Multi-Channel Is a Benefit to Your Company

Aug 24 2017

In today’s multichannel digital landscape, contact centers are trying to figure out what channels are right for them to employ in their call centers. For call centers, the challenge isn’t just determining customer channel preferences (although this is important in its own right), it’s also tracking customer interactions across various channels. In fact, analyzing such interactions can be the key to preventing customer churn and... more

Three Call Center KPIs You Should Be Tracking

Jul 28 2017

The call center space is constantly changing and evolving. In a sphere that is comprised of so many people and levels, it can at times feel overwhelming to measure the metrics of success that make up good or bad work in a call center. Luckily, the metrics and key performance indicators (KPIs) of call center work are ways that we can gauge and measure success. Not only do these metrics give management a way to understand the goals and... more

Three Ways You Are Hurting Sales by Not Supporting a Multilingual Call Center Business

Jul 14 2017

In today’s growing global market, it is no wonder than so many different companies are choosing to outsource their customer service needs to provide a bigger global footprint for their product. When a company outsources, they are immediately able to give their product the support and devotion required to be fully realized by people all over the world. Some people choose to keep their products specifically set in the language they... more

5 Campaign Ending Errors in Outsourcing

Jun 30 2017

Outsourcing is an integral process in the global economy that can enrich the growth and services of a company greatly. Outsourcing offers so many benefits that companies sometimes find themselves jumping into the process with little to no education. These errors can be potentially fatal to a call center campaign and end up putting the company who is set on outsourcing out when it comes to their product, time and money. In this blog, we will... more

Three Ways You Are Stifling Agent Growth

Jun 23 2017

The job of a call center agent is often a thankless endeavor. This is exacerbated by the constant demands of the customers that call and expect perfect customer service at all times. It can be frustrating when agents don’t meet their metrics or are having a bad day when it comes to their relationship with customers on the phones. There are ways to handle these problems effectively and with minimum down time, and there are ways that can... more

Building an Effective Call Center Culture

Jun 16 2017

In last week’s blog we discussed the benefits of a strong call center culture. In this week’s blog we will discuss what steps leadership can take to build an effective and tight-knit call center culture. There are many small steps that management can take in order to make employees feel welcome in the work environment. From work events to a comfortable environment, the details are nearly endless of what a director of culture can do to ensure... more

The Benefits of a Strong Call Center Culture

Jun 9 2017

Of all the things one can do to help attrition rates in call center management, managing the culture and atmosphere is among the most important. Through an engaging culture, call center managers are able to show their current workforce that they are valued and that the workspace is a place not only that they earn a paycheck, but where they can engage with a company and the people around them. There are many wide-ranging benefits to having a... more

Managing a Millennial Workforce

Jun 7 2017

The call center world is ever evolving and changing when it comes to technology, methodology, and of course, the work force. In this blog we will discuss the workforce in more detail, particularly the millennial workforce which dominates the bulk of call center employee numbers. This generation poses more challenges than any of the generations before it. Not only does the work space need to compete with the advancement of technology and an ever... more

Combating Employee Attrition in the Modern Call Center Work Environment

May 19 2017

The modern call center campaign is faced with many challenges that can make the prospect of starting a new campaign daunting. One aspect that is especially difficult to deal with, is the sometimes uncontrollable aspect of employee attrition. Employee attrition is defined as losing staff unexpectedly and having to replace that staff to resume normal productivity for that campaign. Attrition is one of those aspects... more