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call center recording law

Recording Calls at a Call Center: UK, US and Canadian Law Guide

December 17th, 2015

There are things you need to know before you start recording calls in a call center. These resources can help you to stay up to date with regulatory compliance because they change from State to State or Country to Country. As always, seeking legal advice from a professional may be the appropriate thing to do before recording calls.

Outbound Call Center Metrics

5 Outbound Call Center Metrics You Should Be Tracking

July 29th, 2015

Part of managing a successful outbound call center means knowing which metrics you should be tracking, ultimately the key performance indicators (KPI) you chose to track will become fundamental buildings blocks when it comes to crafting your sales strategy. In addition, tracking the right metrics will have a direct impact on the overall performance of […]

how to setup a call center

How to Setup a Call Center for Any Size Solution

July 16th, 2015

Setting up a call center is not a one size fits all solution. The setup of your call center will depend on your business model and the needs of your customers. However, following these steps can make it a lot easier for you to determine your setup requirements and execute a plan for your new […]

outsourced call center

Considering Call Center Outsourcing? The Pros and Cons of Outsourcing

June 22nd, 2015

Many businesses are considering call center outsourcing because of the perceived cost benefits. However, every business is different and the benefits of outsourcing may be more pronounced for certain businesses than others. Here are some of the pros and cons of call center outsourcing to consider before you decide if it is the right choice […]

call center productivity

How to Increase Your Call Center Productivity

June 16th, 2015

Improving the productivity of your call agents really only requires a few basic changes that will dramatically change the ways in which your agents work. By focusing on better performance, your team can also improve customer satisfaction, leading to fewer unsatisfied customers and faster service. Here are some changes that you can make to increase […]