What’s the number one priority of any thriving call center? Quickly addressing customer problems and buyer objections. The problem: there are a complicated series of steps between an incoming call and a happy customer hang up. An agent’s ability to navigate those steps effectively is a huge factor in accomplishing high levels of customer satisfaction. […]

Cloud Contact Center Software’s Business Intelligence (BI) is rapidly evolving. In the early days, it was about financial metrics and notes punched into a customer’s profile on a CRM. But today… It’s spread into everything and become omnichannel. This is a good thing. It means contact centers are getting smarter and gaining more insights and […]

Think of call centers as “customer happiness” manufacturing plants. Now imagine that every call made is another product shipped. Well, just like other manufacturers, call centers need to ensure the products they’re putting out are of the highest quality. If they don’t, customers will get a disappointing experience – and that could mean the call […]

Lawsuits don’t just affect those involved… They can have ripple effects on businesses in the entire industry. Like LaCroix being accused of false marketing for claiming their water is “natural” when it may contain ingredients that are used in insecticides. This can call into question the use of the word “natural” on other beverages from […]

Getting paid can be the hardest part of doing business. From collection agency contact centers to businesses offering reminders and proactive payment assistance, it can be painful to efficiently handle payments with the systems that were once seen as cutting edge. Enter cloud contact center solutions; a suite of tools designed to make the process […]

Every call center KPI is different. Some KPIs are essential. Some KPIs fight agent burnout. And some are simply overlooked, even when they help to dramatically increase quality and productivity in call centers. It’s those that managers forget which we’re focusing on in this post. Because when call centers managers track and improve the following […]

Imagine sipping the last drop of chamomile tea, slipping under a warm comforter, and slowly drifting asleep. But instead of dreaming about flying over the Atlantic ocean with pelicans or frolicking through a field of daisies and puppies… A nightmare with the worst call center fears takes hold. But don’t be too afraid… The heebie-jeebies […]

Quality monitoring call centers is essential for many reasons. To make sure agents are doing their job effectively. To better understand customer needs. To identify issues with call equipment. And much more. The classic phrase, “This call may be recorded or monitored, for quality and training purposes” refers to quality monitoring call centers. We’re going […]

How long should agents be on the phone with customers? As long as it takes to solve their problem…and not a second longer. There’s an important distinction between reducing handle time and improving handle time. Call centers can use different shortcuts and hacks to achieve a reduction in handle time. They can also just rush […]

Everything needs that special something to grow. Plants need water and sunshine. Humans need great food, clean water and abundant plants. Businesses… They need customers. As many as they can get. But unlike plants and humans, they don’t have to constantly replenish themselves. Once a business gets a customer, they could potentially keep them (and […]