Offering customers the best possible customer service requires a certain set of skills from customer service representatives. Read More
Contact Center Comics For a Quick Laugh
Sometimes working in or managing a contact center can be taxing. Customers can be disgruntled, and sometimes things just don’t go the way you would want them to. The trick to staying motivated and enjoying your job is to find the funny side of certain situations that are common in a contact center. So, just Read More
Analytics and the New Customer Service
Cloud-based analytics is rewriting the rules when it comes to how enterprises deliver superior customer service. As customer data continues to proliferate, much of a company’s success depends on its ability to quickly integrate and analyze the information across a spectrum of digital interaction channels. The right solution makes interactions across all of these channels possible through Read More
Don’t Leave Me!: Do Your Teams Know How to Prevent an Abandoned Call?
Customers do not appreciate being put on hold, and if left on hold for too long are likely to abandon a call. Abandon calls create excessive expenses for contact centers and are a waste of agents’ time and resources. Preventing abandoned calls ensures that contact centers save time and money, and ensures that customers stay Read More
4 Reasons First Call Resolution Should Be Your Goal for 2016
First Call Resolution, or FCR, is crucial to the success of a contact center. When customers are able to have their needs addressed properly the first time they call a contact center, everything from customer satisfaction to sales improve. Contact center management should make First Call Resolution a metric by which they measure success, and Read More
Best Practices for Call Center Monitoring
Customer satisfaction is key to the success of a call center, and customer satisfaction lies in the hands of call center agents. To ensure that customers are receiving the best possible service, call center managers should monitor calls for quality assurance. To make call monitoring effective in improving customer satisfaction, call center managers must create Read More
The New Digital Customer Journey
We’re already well into the holiday season, and along with all the festivities and merriment, many consumers are experiencing the annual stresses of the busiest shopping time of year. Browsing, buying and connecting with customer support can be a time-consuming process, and as a result of the growing availability of digital and mobile technologies, there Read More
8 Tricks For Reducing Average Handle Time in Your Contact Center
The longer the average handle time for contact center communications, the fewer calls a contact center can handle, thereby increasing queue times and adding to customer frustration. The average handle time is calculated by adding the total talk time, total hold time, and total wrap-up time – and then dividing by the number of calls Read More
6 Reasons Your Performance Management Processes Aren’t Working
Creating performance management processes is often a difficult task for contact center management teams. Many management teams do not know how to best evaluate employees objectively and implement processes that will improve employee performance. If current performance management processes are not working, contact center management teams should identify why the processes are not working and Read More
The Death of a Contact Center: Six Deadly Sins You Need to Watch For
Contact center management may believe that everything is running smoothly in their team, but there are some deadly sins that can slowly decrease productivity and increase customer dissatisfaction. The following deadly sins, if not avoided, can kill a contact center. 1. Keeping a customer waiting for too long Whether a customer calls, texts, emails, or Read More
