In the never-ending quest to reduce costs while providing top-notch customer service, many companies are shifting to an automated customer service structure. This means either automated answering systems or installing a chat bot with which your customers can interact to… Read More
Blog
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Keep Calm and Call On: Pro Tips for Call Center Agents
Last week on our blog, we talked about a few common frustrations for call center agents. If you missed out on that post, check it out here to see what we’re talking about. Now that you’re all caught up, let’s… Read More
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Common Frustrations for Call Center Representatives
Customer service is no walk in the park. It’s actually one of the most difficult industries to work in, day in and day out, while holding onto at least a little bit of sanity. We get it — we’ve been… Read More
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Building an Environmentally Friendly Call Center
Tomorrow, April 22nd, is the 46th annual Earth Day. Each year since 1970, Earth Day has given Americans a day to stop and figure out ways they can reduce their environmental impact and find some ways to help out our… Read More
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Common Call Center Metrics Mistakes: Part 2
Last week on our blog, we talked about a couple call center metrics that typically get measured or interpreted incorrectly. This week we’re back to finish up that list, so your call center can be on the road to success… Read More
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Common Call Center Metrics Mistakes: Part 1
We know that call center metrics aren’t everything, but they are still something. Call center metrics provide an empirical report on the success of your call center, and tell you ways you’re succeeding and ways you can improve. However, there… Read More
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Tips to Improve Customer Support at Your Call Center
Customer satisfaction is a large part of what separates successful companies from unsuccessful ones. This is why it is of the utmost importance to improve customer support by personalizing on-the-phone customer care. The internet has revolutionized customer interaction. People expect… Read More
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Spring Cleaning to Improve Your Call Center
Spring has sprung and that means it’s time reorganize and get started on new projects. If you’re looking to improve your call center and make it more efficient, spring cleaning can be a great place to start. Here are some… Read More
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5 Ways to Make Your Call Center Agents Happier
The morale of your call center agents can be a key indication of the successes and flaws in the way your business operates. Happy agents, who enjoy being at work, are a sign of a healthy corporate culture primed for… Read More
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Call Center Metrics Aren’t Everything
When you’re talking about an inbound call center or answering service, a term that gets thrown around a lot is “metrics.” We’re not talking about meters and liters, we’re talking about things like first call resolution, average handling time, and… Read More