22 Mar What Are the QA Metrics and Terms in a Call Center?
QA metrics are important for gauging and maintaining quality and thereby customers. Contact center analytics can track and parse many of these alphabet soup metrics....
Call center Tag
12 May Help Your Agents Stay Energized at Work
Ann started her day with a double espresso and a quick lap around the block, but by 2pm she has been staring at the same customer service ticket for ten minutes and can’t remember what her last action on it was. She’s so tired she...
16 Dec Offshoring Contact Center Operations In A Multilingual World
Remote and offshore work is a growing field with projections of growth to $19.5 Billion by 2025. Let’s look at the reasons, benefits and challenges of offshoring contact center operations in a multilingual world. ...
17 Jun Smells Like Bad Service
Customer service that stinks leaves a lasting impression. The Automated Menu Goes Round and Round Repetition may have been fun when you were three. “Play the song again, Dad!” As an adult trying to solve a problem it is maddening. In a post-COVID world the companies...
18 Apr Will Millennials and Gen Z be the Death of the Call Center?
Millennials and Gen Z are the largest customer base in history and their habits are pushing for more than just a rainbow unicorn latte. They want customer service on their terms. Could Millennials and Gen Z be the death of the call center? ...
20 Feb Contact Center Tech – Switchboard to Automatic Call Distribution
It may not change fast enough for some (“your estimated wait time is 27 minutes…”), but call center communication has come a long way, baby. Imagine having to write an actual letter, on real paper with a stamp and everything, to get an issue addressed. That...
16 Jan Reasons Not to Use a A Customer Service Script
Despite her best performance, the customer service script Jessie was required to use didn’t win her an Oscar and it didn’t answer the customer’s questions. Though they have some useful applications there are reasons not to use a script in customer service....
10 Oct Contact Centers – The Unsung Heroes of Customer Service
“The Buck Stops Here”. Former POTUS Harry S. Truman had that saying on his desk as a reminder that when it came to ‘passing the buck,’ (an expression that means passing the blame) he was the very last stop. Where businesses are concerned, contact centers and...
26 Sep Your Business Needs a Call Center Like a Crop Needs Bees, but How Much Do the Costs Sting?
Like sun and water to a crop, call centers are a necessary part of success providing important data to secure and build business over time. But, how much do call center costs sting? Call center costs depend on many variables, much like the final cost of...
20 Sep How KPIs Help Call Centers Win in the Business Game
There are 26 calls in the queue, 70 calls in progress and Dee’s target is for her 85 Reps to address their clients’ issues in 5 minutes or less and make 7-12 sales each by the end of the day. That is just a small...
05 Sep 3 Other Reasons Customers Contact Customer Service
Remember, customers want to connect with your business for more than. just solutions. here are three other reasons your customers contact your contact center....
29 Aug The Contact Center and the Call Center: Customer Service Battlestations
It is lurking. When everything is going well we forget it’s slumbering presence, waiting to be awoken. One broken part, an incorrect billing or multiple fails and it awakens, sometimes with enough force to take down a business. It is the beast known as Customer...