Inbound Call Center Solutions Genuine customer service is a lost art, and when it comes to tech companies that interact directly with their customers, they need to be exceptionally skilled at customer service. Once any conversation transforms into a phone call, effectiveness and quality can drop rapidly. Most everyone has had the experience of calling […]

It’s enough to make any veteran inbound call center manager despair. Managers probably try hard not to think about it. Because obsessing on it might keep them from serving who’s left. But it’s still a problem. And the truth is, it doesn’t have to be this way. We’re talking about the unparalleled high agent turnover […]

Most of us know delivering jaw-dropping inbound call center service contributes to massive growth and happy customers. Facilitating this goal is the true test of a manager’s true prowess, particularly in light of a highly competitive call center market. Today we’ll dig into how sophisticated inbound call center managers identify agent talent and use cloud-based […]

Ahead-of-the-curve inbound contact centers are always searching for ways to make customers happier while growing their business. Managers who focus on generating a high Net Promoter Score (NPS) by pleasing their customers speed up this process. But what exactly is NPS, and how does a company measure it? And how can companies utilize inbound contact […]

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 […]