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
Everyone knows that to run an efficient call center you focus on the time it takes for agents to handle calls. Everyone is also painstakingly aware of the disadvantages of focusing too much on this indicator. Some experts and some … Continue reading
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
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
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?
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
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
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
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
Successful call centers constantly look for ways to improve every aspect of their business. You focus on the quality, the quantity and the spirit of your service. In other words you know your customers want it good, fast and they … Continue reading