Call Center Insights and Best Practices Blog

Jan 12, 2023

Have you ever thought of how to handle hundreds of calls each day and keep the effectiveness productivity and quality of your service on the same level If we take into consideration that each customer is a unique person with their own communication style preferences and opinion of what should...

Jan 11, 2023

Call Center Agents Hiring Tips

Call center agents are those who provide customer service delight customers and create customer satisfaction and customer retention We think it is clear enough that qualification and professionalism of your agents is the main condition to achieve success as a customer service department as well as if your agents are...

Jan 10, 2023

Call Center Agent Time Management Tips

Time management is the favorite theme of many seminars and self-development courses for young or even experienced call center managers Why is it so crucial in the modern business world Well we all know that the only resource that can t be bought restored or gained is time - and...

Jan 09, 2023

Reduce Call Center Average Wait Time To Profit Today

It’s presumed to think that average handle time is the top-notch metric for your call center. There're many claims over the internet that each customer service representative screwed up unless the average waiting time on picking up the phone is 20 seconds or so.

Jan 06, 2023

Strategies for Customer Service Conflict Resolution

Every customer service department especially those that are focused on calls or live communication face often conflicts with customers There are many reasons for conflicts to happen - misunderstandings unreasonable expectations low customer service agent qualification long wait times in call queues multiple call transfers or inability to resolve the...

Jan 05, 2023

Why Customers Hate Call Centers?

Why do people hate call centers? Well, there are many influential factors, and we're going to find them out in this article.

Jan 04, 2023

How About Better Agent Engagement With Workforce Management?

These days call center management has supreme importance for call centers that want to deliver astonishing customer experiences. You need to control the workforce as you do it in the real office with agility and 100% remotely.

Jan 02, 2023

Sales Metrics to Track: Ultimate Guide

Why does a business exist A rhetorical question - to sell products and services to get revenue and scale up to get more revenue We are not now discussing any social or other functions of a business because it doesn t relate to the topic of this article - the...

Dec 31, 2022

Customer Service Trends and Call Center Trends for 2023

We have already written an article about customer service trends in but this year is ending This means that we have to look further to understand what awaits us in the next year and what we should do to keep up with the times and provide excellent customer service and...

Dec 28, 2022

Best Professional Voicemail Scripts Examples

Leaving a voicemail may seem to have no connection with effective cold calling campaigns We used to understand outbound sales as live sales calls or cold emails during which a deal is closed or a lead is at least warmed for further communication As a consequence people used to consider...