A call center is an expensive project and can cost you hundreds of thousands of dollars per year, if not more. One of the main aspects of call center cost is labor costs as with an average operator’s salary of around 34 thousand dollars per year, a...
Business is always about money. And to surely know where your loyal customers are doing business with your company and where they are switching to another brand. Thus, you need to collect relevant data regarding your call center customer experience (...
There is one generally acknowledged fact that retention of customers brings much more outcomes than customer acquisition. Additionally, it is way cheaper to make the current customer stay than to find, interest, and convince first-time customers - nu...
Customer expectations determine the path where the business will move on. We are focused on our customers' needs and expectations, and each product on the market has the primary goal of fulfilling these expectations. Thus, the question is how to meas...
The contact center as an organization that provides customer service totally depends on the performance, knowledge, and skills of its employees. As the agents are those who directly talk to customers, solve their problems, process support tickets, an...
Even though it seems that client service providing is a communication model that includes only two persons - the contact center agent and the customer himself, the reality is more complicated. By the way, cooperation and collaboration between various...
Who is responsible for providing an outstanding customer experience and solving clients’ problems? Who realizes excellent customer service? Who are the irreplaceable workers in the customer support department?
Any work should be evaluated. This is the main rule of progress and guiding employees in the right direction. Call center feedback is suitable and one of the most popular ways to train, evaluate and motivate a call center employee. Constructive feed...
Call center terminologies are sometimes difficult to remember even for experienced and highly qualified managers. Another issue is that a great part of contact center terminology is transformed and generally used as call center abbreviations. How no ...
What is the most complex way to push the agent to self-improvement? Only by providing him constructive feedback, no matter if it is positive or negative feedback. While positive feedback plays a role of a strong empowering factor, negative feedback i...
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