Training remote agents, or agents working from home, can be a daunting task for call center managers. Whisper coaching is one tool that can help train calling agents in real time during a call with customers.
A call center should function efficiently as a team. Each agent has to play their own part in order for the operation to run smoothly. Call scoring allows managers to assess the performance of the team and look for areas needing improvement.
An omnichannel call center shares similarities to a multichannel call center, but differs in key ways. The benefits of converting to an omnichannel call center include better customer experience and retention.
Housing a call center can be an expensive and time consuming process. Outsourcing a call center can be a cheaper solution however it may come with many hidden issues. Deciding whether to use an in-house call center or outsourced one is a critical step in setting up your business’ call center.
Building your sales team can be a laborious process. The first step is finding the right sales approach. Outside or inside sales? Determining the right sales model for your business as well can help to bolster your business’ success.
When creating an outbound dialing campaign, strategy is important. Political dialing campaigns, when done correctly can yield astounding results, however regulations vary from traditional campaigns federally and statewide.