Call centers are a unique type of industry with specific challenges and needs. High caller volumes require a full complement of agents, but when are the high demand periods? Difficult customers and occasionally abusive callers can create a great deal … Continue reading
What is customer-centric? Customer-centric is a business approach driven by the idea that the needs of customers come first. The ultimate goal of the approach is to cultivate long-term solid relationships that lead to better business. But it’s easier said … Continue reading
If you’ve been struggling to improve the efficiency of your call center to no avail, don’t despair. We know how monumental this task might feel, and it’s not hard to understand why. With so many loose ends and puzzle pieces … Continue reading
Updated June 2020. Due to the rapid growth of technology and the increasing use of holistic approaches in businesses, the competition in the customer support industry has increased substantially. Not only have the developments changed the entire landscape of the … Continue reading
Today, businesses are more concerned about their expenses and tend to be more interested in knowing how much return they may get on an investment within a certain time period. As a project manager, you need to demonstrate your business … Continue reading
Updated February 2020. A contact center workforce thrives on motivation. The workplace environment contributes to overall employee morale, which, in turn, impacts employee motivation. According to BusinessDictionary.com, Employee morale describes attitudes, emotions, and, overall outlook of employees during their time … Continue reading
As a business manager, it is your responsibility to make advanced resources available to your company in order to improve capacity and efficiency of your workforce. With growing advancements in technology, buying simple computer hardware or installing a general purpose … Continue reading
Updated February 2021. Customer care is a crucial part of any business, directly influencing client satisfaction rates and, ultimately, sales. But how much do you know about what is happening in your contact center? And how well do you understand … Continue reading
Every business owner needs a business intelligence system to easily view, assess, and understand the information relevant to the past, current, and future performance. The broad functional capacity of the program can measure processes, methods, and systems to identify issues … Continue reading
Data utilization, information handling and report making are the chief things that control all the other happenings that take place at a contact center. Data basically is the core corporate asset of an organization that needs to be appropriately synthesized … Continue reading