Category Archives: Customer Service

4 Traits of a Customer Centric Contact Center

Due to a rapid growth of technology and increasing use of holistic approaches in businesses, the competition in customer support industry has increased substantially. Not only have the developments changed the entire landscape of the industry, but has also transformed … Continue reading

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Creating effective call center reports: What to do?

Previously, professional developers were hired by contact center administrations for the formulation of business reports. Not only was it expensive, it created unnecessary dependence and used to further complicate the analytical processes, as the compilation of data from several databases … Continue reading

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Call Center Improvements: How to Set a Service Level Goal

If you have been working in call centers for a while doubtless you have heard it said years ago that the standard goal for service level was 80% calls answered in 20 seconds. Nowadays businesses recognize that you can’t pigeonhole … Continue reading

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Posted in Customer Service, Process Improvement, Workforce Management
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Call Center Improvements: New Hires Integration Program

It’s always better when you can hire new employees with the amount of experience you require. But this is not always as easy as it seems. Usually your competitors are also out there scourging the terrain which creates a higher … Continue reading

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Call Center Voice: Agents’ Got Talent

For any of us who run a call center it is easy to lose sight of an important fact. Yet this fact literally means the difference between a great brand and a dud. We can spend millions of dollars on … Continue reading

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Process Improvement: Ask and You Shall Receive

Ever wonder what your customers think about the new improvements on your product? Or ever wonder about why people do not visit your website? Ever wonder why your employees don’t seem motivated about your rewards program? Share the joy     

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Call Center Goals: Rewards and Recognition

Nobody`s perfect. True. But that should never stop anyone from trying to achieve it. What is perfection anyway? If you treat the concept “perfection” as an objective idea rather than intrinsic or subjective one you might well achieve it. What … Continue reading

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Posted in Customer Service, Performance Management, Process Improvement
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Call Center: A Simple Idea To Enhance Customer Experience

The Oxford dictionary defines customer as follows: “a person who buys goods or services from a shop or business”. By that definition we all have been customers – a fact we often forget when we are on the other side … Continue reading

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Call Center : First Call Resolution

Many clients do not get answers to their questions on their first call, and thus creating unnecessary callbacks. Call center managers are dying to find ways to be able to measure performance as it relates to First Call Resolution. Perhaps … Continue reading

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Call Center Service Level: Choosing the Right Goal

Managing call centers is a constant balancing act. You know how it is. The delicate balance between customer satisfaction, employee satisfaction and shareholder satisfaction is an on-going struggle. Some companies have gone as far as determining that putting their people … Continue reading

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Posted in Customer Service, Process Improvement, Reporting, Workforce Management
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