Call Center

Agents in Control

Feb 9 2015

Roadblock #5: Detached Agents

A giant roadblock to success can be the attitude of a detached agent. If an agent is not involved, performance level is low. When performance level is low, customers suffer. And when customers suffer, the company deteriorates. So how do you engage your agent? Let them control their realm.

The average agent... more

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

The Formula to Change Agent’s Behavior.

Jan 29 2014

29 / Jan / 2014 By Jordan Linford We can look at metrics until we are blue in the face. We can use every measurement tool out there to get in-depth insight, but if it isn't driving change in the behavior our agents then it is all for naught. It is just expensive data! So you may be asking, how do you change agent's behavior and what does ClearView know about it? We know because we have done it! ClearView was created on the call room floor... 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

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

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

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

You Don’t Have a Standardized Method of Pulling Call Floor Data?

Oct 23 2013

23 / Oct / 2013

By Jordan Linford

Many organizations do not have a standardized way of extracting, analyzing, and disseminating data, causing them to all pull different reports than can give a completely different view of the company...

Some people may be pulling... more

Top 3 Terms You Need to Know to Influence Your CFO

Oct 23 2013

23 / Oct / 2013

By Josie Foster

Just the other day my son came to me with a proposal. He is anxious to buy a new pair of Nike cleats and as a mom of four I am hesitant to spend the money. I sent him away with a mission. I asked him to figure out a few things before I could commit to spending the money for his shoes. His jobs were; to figure... more