How important are your consumers’ feelings? While you may not give it much thought - your job is their satisfaction, after all - it is actually very important to the job you do. Research has found that when it comes to call center customer experience, emotion plays a big role. While a consumer may forget the words that were said to them or the exact interaction they had with an agent or a brand, they are unlikely to ever forget how that interaction made them feel. Most of ...

The popularity of working from home has soared over the last two decades. This is no surprise; as technology has improved, working remotely has not only become more possible, it has become the best potion for many professionals. If your contact center is like most modern operations, you have at least a small portion of your team that is either entirely remote or works remotely part-time. Keeping those agents as focused and productive as the rest of your staff can be a challe...

Employee absences can be very costly for your call center. They hinder productivity, reduce efficiency, and generally hold your company back from its full potential. Despite this, though, many contact center managers are doing little to nothing to measure or reduce employee absences - or even consider their impact on their business. Before you can improve agent attendance in your center, it is important to understand its impact on your business and impress that upon your age...

If your contact center is like most, you may experience a dip in productivity and agent performance during the fall and winter months, Likewise, you may notice more disgruntled or distraught consumers or clients on the other end of the phone lines. While this pattern is normal, there is a cause behind it - and it’s one you can address to create a better work environment for your call center agents and better customer experiences for your consumers. Seasonal Affective Disor...

When you’re launching a call center, you want the best possible team to serve customers and make contact with clients. Regardless of what type of work your facility does, your staff is a vital part of making it happen. When you’re looking for top-notch hires in your location, military veterans may be exactly who and what you’re looking for! There are so many reasons to consider hiring veterans when launching a call center. Here are just a few: Veterans Receive Governm...

There was a time not so long ago when all customer service was handled over the phone or in person. If a consumer couldn’t come into a store or a business to make their complaint or voice their question or concern, they would do so via the telephone. This system was in place for decades without much change, other than a few tweaks to make the process faster and more efficient for call center agents and less time-consuming for callers. Times have changed, though. These days...

Are you looking to integrate a more fully-featured contact center SMS solution into your customer service approach? If so, you’re not alone; this is a common strategy among many of today’s most successful centers. Consumers live with their phones close at hand, so it only makes sense to make your services available in a format that is easily accessed via mobile. Contact center SMS is a tricky medium, though. It can either work out beautifully - helping your agents to rea...

What is attendance management? This is a concept that has largely evolved over the last few years to mean something very different than it originally did. When the term was first coined, it simply referred to keeping track of your employees’ attendance - when they are scheduled, when they show up, when they don’t, and when they’re late or leave early. However, today’s definition has morphed into something else altogether - something much more complex and sometimes le...

Customer loyalty is something that drives some of the most successful companies in the world. It is also difficult to achieve. Since loyalty from your customers cannot be bought, forced, or faked, it serves as an excellent indicator of which business owners are committed to serving their customers - and which are committed to serving themselves. Here, we’ll share a collection of tips for creating loyal customers and keeping them coming back. Whether you’re providing cust...

Most customer service companies understand that the net promoter score - or NPS - is important to growth and improvement. However, far fewer understand how to control their net promoter score. That understanding is just as vital to becoming a successful business, though. How can you keep it trending positive - and keep the consumers it represents happy with your service? Here, we’ll show you what impacts your NPS and how to create and maintain a positive one - as well as t...