Category Archives: Customer Service
5 Traits of a Customer Centric Contact Center Blog
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
Best Practices for Effective Call Center Reporting
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
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
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
Call Center Voice and First Impressions: 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
Call Center 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?
Call Center Goals: Rewards and Recognition for Top Agents
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
Call Center: A Simple Idea To Enhance Customers’ 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
Call Center Service Goal: Achieving 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
Improving 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