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 […]

Let’s face it: Customers don’t like calling customer service. Some even hate it. But what is it exactly, that people don’t look forward to when contacting a call center? Waiting. And not getting an answer to their question fast enough. So really…just waiting. To counteract this, call centers need to help customers get what they […]

Employee happiness, engagement, and productivity are always central to a top-notch call center. Gallup, for example, reports only 15% of global employees feel engaged with their work, with average top numbers coming in at an average of 70%. The difference lies in how these organizations view employees and their responsibilities to them. Gallup says “exceptional […]

Using call center technology to hit KPI targets requires 2 things: Agents who possess the right skill sets to meet their goals and satisfy customers. Call center technology that empowers agents and managers to do what they couldn’t do on their own. Of course, if call centers want to hit their KPIs they should outline […]

If agents aren’t performing well, neither is the call center. But agents can’t do all the work on their own. Check out the many ways inbound call center software improves agent performance through top-notch tech. 5 Ways to Improve Agent Performance Using Inbound Call Center Software Agent performance doesn’t solely depend on the agents themselves and […]

According to Esteban Kolsky, a customer strategist and found of ThinkJar, 67% of consumers cite bad experiences as the reason for churning – a nice way to say they are no longer a customer. A call center’s primary concern should be improving customer experience as much as possible since, according to customer experience consulting firm […]

As an executive at your company, you think about how money is made and lost. And, if in charge of company-wide technology investments, the pressure to deliver affordable, effective contact center solutions can be intense—hasty choices can lead to imminent financial losses or limited utility. The following three lines of enquiry can help sort good, […]

The outlook for Canada’s general and contact center industries present an interesting picture. The country claims higher corporate profits in spite of a still-slumped economy. Meanwhile, Canadian GDP is expected to grow this year (exports have already risen) even as analysts warn the housing market poses a sizable risk. Also of note, Canada possesses a […]

Call center efficiency translates to better margins and profits, explaining why collections agencies and customer service departments pursue ever-more efficient agents and operations. A smart method to achieve optimal call center efficiency happens with blended call flows. The process “blends” inbound and outbound calling initiatives, producing productivity and efficiency gains across your call center, agency, […]

Technology purchases are always weighty decisions. Buying a cloud-based contact center solution is no exception. While cloud-based services, including the well-known SaaS and IaaS, can save time, money, and effort, you probably want some guarantees. You, after all, need a platform that enhances productivity, increases efficiency, and cuts down on operational expenses. To make the […]