Complying with regulations is an inevitable part of doing business. The call center industry is no different. The TCPA (Telephone Consumer Protection Act) establishes many regulations that, if not followed, can lead to significant fines and lawsuits for call centers. And U.S. lawmakers have added more provisions in recent years. Just in the last month, […]

Noticed a slump in productivity? Getting more customer complaints than usual? Feeling like things are running slowly and inefficiently in the office? A common cause for all of these situations: poor agent performance. That issue doesn’t just impact KPI targets and customer satisfaction; if agents feel like they’re not getting the support they need to […]

Average Handle Time (AHT) is one of the most critical metrics in the call center business. From the time a customer dials to the completion of their call, a higher than expected AHT could result in an unhappy customer. If it’s not obvious why that matters, know this: fifty-four percent of customers break ties with […]

We’ve said it before, but it bears repeating: Customers hate waiting. One survey showed that two-thirds of customers are only willing to wait for 2 minutes or less. 13% said that “no wait time is acceptable.” And just like customers hate being put on hold… Call center managers hate it when there’s dead air. When […]

Contact centers need to consider every way to get an edge in their industry. Why? The contact center industry is exploding. According to MarketWatch, the contact center market is expected to grow from USD 6.47 billion in 2017 to USD 24.11 billion by 2023, at a CAGR of 25% during the forecast period. That means […]

Every call center strives to offer excellent service. There are innumerable ways to get that done. One way is by hiring great people. If a call center employs agents who are wonderful with customers, the customers’ experience is going to be superior – another path is through technology. This is where many contact centers fall […]

The American economy has been doing well recently, with the household debt to GDP ratio steadily declining over the past few years. As consumers clear up their debt – or have the confidence to take on new debt – contact centers have never seen a better time to ramp up productivity; less debt means more […]

Where would call centers be without Automatic Call Distribution (ACD)? It helps improve the customer experience. It keeps agents productive and it optimizes the flow of the workplace. There’s a reason for all of these benefits. ACD systems have unique features that bring out the best in call center agents and make it easier for […]

A lot of businesses think they need to spend all day getting new customers. However, according to Harvard Business Review, “Acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one.” That means more time should be spent on making existing customers happy and excited to continue doing […]

Every day, contact centers all over the world unknowingly waste time and money on customers with one simple requests. The worst part? Customers did not need or want to talk to an agent to solve their request. In fact, an agent helping a customer in this situation may have made that customer’s experience worse – […]