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.
Competing relies on having the right tools to train your customer service team. Whether you are a small business or a call center, customer service training sets you apart from the competition.
Housing a call center can be an expensive and time consuming process. Outsourcing a call center can...
There are things you need to know before you start recording calls in a call center. These resources...
Optimizing a call center is an ongoing process of refinement. The ultimate goal is to achieve higher first call resolution rates to increase customer satisfaction and their experience with your brand.
Better customer engagement means better revenue flow. Contacting customers in their preferred method and analyzing the data you get from your interactions is only part of it. Read more about the best systems and strategies to use when engaging all your prospects and current clients.
The holiday volume is about to hit. In the second part of the holiday prep series, we talk about how not every issue needs a one-on-one phone conversation. Find out how you can increase agent productivity by encouraging contact over SMS and email.
With the holiday season comes higher call volume. First and foremost, you’re going to want to get everyone ready for the busy season. Find out what to train for and how to go about it, in part one of our “Holiday Prep Series.”
SMS is not a common sales channel. While it may seem informal, there are great uses for text messaging for inside sales. Learn the proper way to nurture leads and reach existing customers over SMS. Take it one step further with a system that allows for template creation, and you’re well on your way to success.