2020 is a year that many people are looking forward to as a clean slate for renewal. After all, what’s better than the start of a new year - and a new decade! - to make a fresh start? The same can be true for your contact center. The coming of the new year is as good an excuse as any to come up with some great strategies for call center success and begin a new era of agent and customer satisfaction alike. Here are a handful of strategies for call center success that you a...

How well is your current outbound calling software serving your center? If yours is like most in operation today, you might answer that things are going just fine with your dialer - but is fine really good enough? If excellence is what you’re after, it might be time to think about overhauling your outbound calling software and switching to a new type of dialer to help you meet your goals. Not sure which type of dialer is best for your center? Read on to learn more about ea...

In nearly every industry, the ideal way to help new hires and inexperienced team members grow and improve is to monitor their performance. Management team members count this as one of their most important tasks; to help newer employees achieve success is to help the company overall. However, this can be difficult in larger companies, especially those where the number of entry-level employees far outnumber management. Thankfully, there are solutions for keeping your agents wo...

These days, most contact centers utilize a technology known as VoIP or ‘voice over internet protocol’. This technology is uniquely suited to the application of the call center because it allows voice data to be sent in “packets” over the internet rather than via traditional telephony methods. This is more cost-effective, more efficient, and makes mass calling and call receipt easier for a facility to handle. However, there are some major drawbacks to using VoIP techn...

If you work in an outbound contact center, you have undoubtedly encountered the need for outbound call compliance. What does this mean? In short, it is compliance with the Telephone Consumer Protection Act of 1991. However, there is a lot more that those who work in sales, collections, and marketing need to know about compliance with this law. What Is the TCPA? Passed by Congress and signed into law by then-President George H. W Bush in 1991, the Telephone Consumer Protecti...

Debt collection can be a difficult industry to work in. The consumers you are required to contact really don’t want to hear from you. Your call can inspire everything from anxiety to anger in those who receive it - and you’re just trying to do your job. To make things even more stressful, debt collection can also be tedious. Many times, agents are stuck dialing number after number without ceasing, only to deal with disgruntled recipients and disconnections left and right...

What does the contact center of the future look like? In the minds of many people, it is a fully automated call center - with fully-featured technology that makes long, awkward phone conversations and uncomfortable exchanges a thing of the past. Here are just a few of the reasons to convert your facility to an automated call center - and how it will improve the way your business functions on nearly every level: Today’s Consumer Demands Self-Service Opportunities The numb...

Diversifying the workforce - and therefore the workplace - is a common goal for businesses today. So many talented candidates that were once overlooked because of what made them different are finding their voice and their place in the modern workplace and making it a better place to be. Your contact center should be no exception. If your center isn’t already comprised of a diverse group of skilled individuals, it’s time to branch out in your hiring approaches and make th...

In the modern day, most people have heard of the National Do Not Call Registry. This is a list that is kept on a national level of people across the United States who have asked that they not be contacted for telemarketing purposes. A direct result of the Telephone Consumer Protection Act of 1991, this list - and the similar lists kept by large companies all over the country that protect consumers from unsolicited calls on a company-wide level - are meant to make interruptio...

With both cold and flu season and the most prevalent time for the symptoms of Seasonal Affective Disorder now at hand, contact centers should examine their attendance policies and absenteeism rates. Because of the demands on many call center agents, absenteeism is common in the contact center setting. This can result in a lot of problems for everyone on your team, from agents experiencing smaller paychecks as a result of missing work to those who are left to pick up the slack...