Blog

How to Train Agents for Chat Support

Apr 28 2014

28 / Apr / 2014 By Cheyserr de la Cruz

Multi-tasking agents are one of the advantages of using chat as a support channel. A well trained phone agent can also be a chat support agent and can often manage several sessions simultaneously. But most importantly, chat support channel is another way to provide assistance for customers who might be multi-tasking themselves or just don't like to use other channels. The... more

What Do You Want Out of Your Call Center?

Feb 6 2014

06 / Feb / 2014 by Cheyserr de la Cruz

We often think that what agents want does not coincide with what the management expects but try to have an open mind and ask your agents what they want. You might be surprised with their answers.

Learn how to give your agents what they want and increase their overall performance...

 

or... more

How To Get More Clients for Your Call Center.

Jan 22 2014

22 / Jan / 2014

By Jordan Linford

The third party call center business is dog eat dog. There are several players, rising above the noise is very difficult. Believe me I know, having been on the marketing side of third party call centers for several years I have had to address these challenges head on. As I have advanced in my career I learned what it takes to rise above that... more

Three Tips To Improve Attrition Rates in 2014.

Jan 14 2014

14 / Jan / 2014 By Josie Foster

Sometimes the obvious answer to a problem or issue isn’t always the correct resolution. Some years ago I had a conversation with some employees from our call floors during a focus group to improve our attrition rates, I discovered a few insights into why, as a company, we were struggling with attrition. I suppose that as I began the conversation I expected to hear the obvious... more

6 Things That Will Kill Your Contact Center in 2014

Jan 3 2014

03 / Jan / 2014 By Josie Foster

Okay it's 2014 and it's time to up your game! Every year the technology and tools for call centers get better and better. We have compiled a list of 6 things that have no business on your call floor anymore. We recommend finding ways to effectively eliminate these problems AS FAST AS YOU CAN!

Inconsistent performance data throughout your... more

3 Ways To Improve Employee Engagement in 2014

Dec 10 2013

10 / Dec / 2013 By Josie Foster

“There was once an important job to be done and everybody was asked to do it. Everybody was sure somebody would do it. Anybody could have done it, but nobody did it. Somebody got angry about that because it was everybody's job. Everybody thought anybody could do it, but nobody realized that everybody wouldn't do it. It ended up that everybody blamed somebody when actually... more

Do You Know What Metrics are Driving Your Performance??

Dec 5 2013

05 / Dec / 2013 By Jordan Linford

At ClearView we talk to many organizations that do not know what metrics really drive their companies performance or what is a realistic and effective goal to manage their company to. We consistently hear "I don't know what "good" is", and "we don't know what we don't know".

ClearView does a fantastic job of showing correlations between... more

Chances Are: Your Attrition Rate are Affected by Lack of Agent Visibility

Nov 15 2013

15 / Nov / 2013By Jordan Linford

It has been our experience that most companies do not give their agents adequate visibility to their performance.

Many express the complications and frustrations that arise from limited agent communication and that agent attrition rate has an enormous impact on their bottom line.

When agents have one expectation... more

Are You Still Manually Pulling and Aggregating Data?

Nov 7 2013

07 / Nov / 2013 By Jordan Linford Many organizations manually pull data daily or weekly from multiple systems. As you can imagine, this process is extremely manually intensive, time consuming and creates a large opportunity for error every time this process is performed... Many individuals who are over this role express their frustration for wasting much of their time trying to extract, aggregate and correlate data By... more

Use Educated Customers to Your Advantage.

Nov 5 2013

05 / Nov / 2013

By Jordan Linford

Martin H Fisher, a German-born American physician and author, most famous for his teachings on the art and practice of medicine once said that “Knowledge is a process of piling up facts; wisdom lies in their simplification.” With the onslaught of information in our high-tech lives, customers have more... more