Most contact center managers understand the benefits of adding remote call center agents to their staff. However, knowing where to draw the line between enough and too many remote team members can be tricky. You still need enough people in on-site seats every day to handle customer service tasks that are too difficult to manage off-site. Here, we’ll help you decide how many of your agents should be remote and just how heavily you should be leaning on outsourcing agents as ...

As a call center team leader or manager, you take pride in your facility and staff. You undoubtedly have a hardworking team that does a great job in serving customers and clients every day. Right now, you can probably think of a few people, in particular, who are worthy of praise for their excellent performance. But what about those at the other end of the spectrum? What about the members of your team who are struggling? What can be done to bring them up to speed - or are th...

Few metrics are as important to the quality of your contact center as your first call resolution rate. This is reflective of how often your agents are resolving consumer complaints or concerns within the first contact with the customer. Unfortunately, many call centers have issues keeping their resolution rate under control. A low first call resolution rate can mean low productivity and profitability. Your customer satisfaction rate will also experience a major slump if your...

When it comes to call center agent scripting, most management-level employees understand that words have a lot of power. What you say to your consumers can make the difference in closing a sale or losing it, or determine whether your caller will be satisfied with the level of service they receive or not. However, sometimes what your agents don’t say is just as important as what they do say. This is something that is often overlooked when it comes to generating scripts, but...

Artificial intelligence may sound like something out of a science fiction movie, but it is actually a commonly-used tool in today’s contact center. However, call center AI is different than what you might expect when you hear the term. Here, we’ll give you an in-depth look at what call center AI entails and what applications you could be using it for. Don’t miss out on the many uses for this technology - read on to learn more! Call Center AI: Your Powerhouse Behind th...

If your facility is like most, you’re always working on solutions for handling call center peak seasons. However, you may not yet be in the frame of mind to prepare for the holiday rush. After all, it’s still August! Something you may not have considered, though, is that the best-prepared contact centers use the entire calendar to prepare for the holiday season. Before the first leaves of autumn reach the ground or the first snows of winter fall, make sure your contact c...

Call, text, or chat? If you’re like a growing number of people these days, your answer might be anything other than the first option. While the vast majority of the population in countries like the United States and the UK own a cell phone - 96%, as of June 2019 - an ever-increasing number of those people opt out of phone calls. 81% of the population in these same areas own smartphones. Nearly one in four of these smartphone users say they rarely or never use their phone f...

Are you getting tired of learning new names and training new faces at your contact center? Employee turnover is one of the biggest problems in the world of the modern call center. It can be a drain on resources and time - and can chip away at a business’s bottom line. If you’re looking for easy ways to reduce call center turnover, here are ten that can help you keep attrition down - and employee morale up! Start at the Beginning with Your Hiring As with most things, th...

How many calls do your call center agents make per day? If your center is like many, the number would be staggering to anyone outside the customer service or sales industries. However, it’s just part of everyday operations at your center - and that may be part of what’s wrong with your facility’s productivity. You see, if you don’t have an automated outbound dialer in place, your agents are making all of those many calls by hand. Every contact they reach out to must ...

Have you ever wished you could hold your contact center agents’ hands throughout their days and guide them through their calls and daily operations to improve their performance? Just imagine how much more could get done and how much better things would be! With today’s technology - like the call monitoring system and other advancements - that kind of guidance isn’t a dream. It’s a reality that many contact center management teams are using to create better, more produ...