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

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Creating a Customer Centric Contact Center for Businesses

Since businesses have shifted their focus from revenue generation to customer satisfaction, companies are more inclined to adopting customer centric business strategy to achieve long term profitability and growth. The concept of customer centricity views company from the perspective of … Continue reading

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Tips to Improve the Efficiency of Your Contact Center

Enhancing productivity and efficiency of call center agents may seem an overwhelming task. However, by making a few changes in your system, workflows, and work practices, you may create a huge impact on how your contact center staff develops more … Continue reading

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Improve productivity and quality in your call center

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

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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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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

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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 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

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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?

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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

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