Call Center Managers' Guide to Managing Remote Call Center Agents
Posted by April, 1 2020 8:29 pm
We are all in the middle of a global pandemic outbreak right now, and if you are using ChaseData CCaaS, more and more of your call center agents are working from home. It is imperative that you know how to best manage remote agents while dealing with potentially higher than expected call volumes.
The more the number of COVID-19 cases grows across the world, states, counties and cities are even issuing emergency orders to shut down any facility where people are likely to gath...
How Healthcare Uses ChaseData to Handle Higher COVID-19 Call Volume
Posted by March, 30 2020 8:29 pm
If you’re a health insurance company dealing with a global pandemic like COVID-19, you may be experiencing higher call volume to your call center at this time. There are likely to be thousands or even tens of thousands of people calling to ask about your company’s specific benefits and coverage policies, especially as they pertain to telehealth services or home health visits, during the coronavirus.
As the number of coronavirus cases continues to grow exponentially, many...
Using Call Center Software to Deliver Personalized Voicemail Messages
Posted by March, 25 2020 8:29 pm
Call centers are all at the center of a global pandemic outbreak right now, and are more than likely experiencing higher call volume at the very moment that governments are mandating social distancing and other measures. In a worst case scenario, you may be ordered to close physical call center operations in the interest of combating COVID-19’s spread.
It is more crucial than ever that you and your team stay on top of your calls, and that will likely mean relying on call c...
Disaster Recovery Plan for Your Call Center
Posted by March, 18 2020 8:29 pm
Whether you’re taking precautions due to pandemics like COVID-19 or natural disasters such as tornadoes, hurricanes and blizzards, it is crucial to have a thorough disaster recovery plan prepared for your call center.
Your facility could experience outages that last for weeks. During that time, your business could lose thousands of calls, amounting to tens of thousands of dollars in lost revenue. One hour of a power outage can cost businesses between hundreds of thousands ...
Using Consumer Data to One-Up Your Competitors
Posted by March, 17 2020 8:29 pm
No matter what your industry, getting an advantage on your competitors is something every business wants. Wouldn’t it be great if you had access to something that could give you that advantage - all without breaking the budget? If you have consumer data - and every business does - then you already have everything you need!
The problem is that many companies don’t understand how to utilize the consumer data they have access to. That information is useless if you can’t p...
Solving Your Call Center Managers’ Biggest Problems
Posted by March, 16 2020 8:29 pm
Your call center staff handles a lot, every day. From irritable consumers to stressful deadlines and goals, your agents may sometimes seem like superheroes, getting it all done. And who leads those teams of courageous agents? If you’re lucky, it’s an equally full-mettle team of call center managers.
What are the biggest problems facing your call center managers - and how can you help alleviate some of them? If you’re looking to streamline daily operations and make life...
Who Can Benefit from Partnering with a BPO Organization?
Posted by March, 13 2020 8:29 pm
Are there small tasks that you wish your employees didn’t have to handle? From answering phones to handling payments and many other small jobs, these everyday tasks are the things that keep employees busy while they’re on the clock. They’re also the kinds of things that can eat away at your labor costs, if you’re spending it all paying employees to handle them instead of more meaningful duties.
How do you solve this problem? By handing those tasks over to a BPO organ...
What You Need to Know About Call Recording Laws
Posted by March, 12 2020 8:29 pm
Call recording is an ideal solution for contact centers to improve both training approaches and customer satisfaction levels. It can be used to create training materials based on actual calls that have transpired in the center, as well as to train individual agents based on their own unique strengths and weaknesses. It can also help to create goals that can be used to improve overall agent performance and work toward improving the customer experience. These are just some of t...
What is Brand Experience in the Contact Center?
Posted by March, 11 2020 8:29 pm
Today’s most successful companies focus a lot on brand experience. This is a combination of user experience with brand-specific products and services, as well as the delivery on the brand promise. A brand promise is simply the way a company boasts that users will feel or experiences that they will have while using their products or enjoying their services.
Brand experience isn’t always something grandiose. When you hear the word “experience”, you may think of a custo...
Preparing Your Call Center For Tax Time
Posted by March, 9 2020 8:29 pm
April fifteenth is just around the corner. Is your contact center ready?
This is the question on many minds of call center managers as they work toward readying their staff and their center for the often-dreaded tax deadline. This year, though, that deadline doesn’t have to spell doom - or even stress - for your center. Prepare your call center for tax time with these tips and be ready when Uncle Sam asks for their cut.
Who are You Helping to Prepare?
What you do to prep...