Category Archives: Process Improvement
Ten Questions to Ask When Choosing Your Call Center Software
Updated May 2020. Setting up a call center is not always straightforward. There is a vast selection of call center reporting software, including hosted or cloud call center solutions and premises-based solutions, and you will need to do a little … Continue reading
Why Creating a Customer Centric Contact Center Is Important
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
Best Tips to Improve the Efficiency of Your Call Center
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
Improve productivity and quality with a positive environment
It seems most leaders have struggled with these goals many times in their careers. Employees hear “decrease quality” when they hear the boss ask for increased productivity. Many leaders asking for better quality are afraid to decrease productivity. I have … 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 Management: Measuring Contact Handling Times
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
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