Some people have declared the call center dated. That’s technically untrue—the call center is alive and kicking. There have been so many changes and innovations that today’s call center is hardly recognizable from those of the past.
Blogs
Dive into our blog section, crafted to inform and inspire, where we share industry insights, tips, and timely information on critical topics to help you stay ahead of the curve.
What do call center outsourcing companies do?
A happy shopper is more likely to become a repeat shopper. Do you know how to make your buyers happy? Probably not, if you think your customer service efforts end at the checkout stage, at least. Your clients will probably want to contact you at some point. Whether they need help with your product… Continue reading What do call center outsourcing companies do?
5 facts and stats about attrition
You’ve no doubt heard the word “attrition.” It’s a commonly used metric in most customer service departments. If you’ve gone shopping for call center services, you’ve probably asked about it yourself. Download our whitepaper to learn which call center metrics to prioritize
The root causes of high attrition: Cause 2 – Not training your people
Last week we talked about some of the issues with using an attrition rate as a metric for employee engagement and success. We also looked at the first root cause of a high turnover, hiring the wrong person. Today we look at the next root cause: falling short in your training process. Many new… Continue reading The root causes of high attrition: Cause 2 – Not training your people
Top 7 most significant customer experience KPIs for call centers
The customer experience is a critical factor in the success of any business, especially when it comes to providing customer service through call centers. In order to ensure a positive customer experience, it is essential for companies to measure and track key performance indicators (KPIs). In this article, we’ll look at the most significant customer… Continue reading Top 7 most significant customer experience KPIs for call centers
8 quality monitoring strategies for improving CX and loyalty
As customer experience (CX) and customer loyalty become increasingly important for businesses, especially contact centers, it is essential to implement quality monitoring strategies to ensure that customer expectations are met. This article will discuss 8 quality monitoring strategies for improving CX and loyalty. Transform Your Customer Experiences: 8 Loyalty-Boosting Quality Monitoring Strategies Having customers who are… Continue reading 8 quality monitoring strategies for improving CX and loyalty
