Call Center Channel Alternatives to PHONE CALLS

Posted by Ahmed Macklai on August, 15 2019 7:29 pm

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...

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10 Tips to Reduce Call Center Turnover

Posted by Ahmed Macklai on August, 13 2019 7:29 pm

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...

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What is an Outbound Dialer?

Posted by Ahmed Macklai on August, 8 2019 7:29 pm

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 ...

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Staying on Top of Agents with a Call Monitoring System

Posted by Ahmed Macklai on August, 6 2019 7:29 pm

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...

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Keep Them Coming Back - Customer Loyalty Strategies

Posted by Ahmed Macklai on August, 1 2019 7:29 pm

In an industry that increasingly focuses on speed and efficiency, customer service remains a struggle for many contact centers. Not only are consumers often left feeling ignored by call centers that focus too much on cranking out call volume over providing excellent service, but customer loyalty is often abandoned altogether. Customer loyalty is still one of the most important aspects of building a successful brand, regardless of industry. That’s why it is so important for...

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How to Create a Call Center a Millennial Customer Will Love

Posted by Ahmed Macklai on July, 30 2019 7:29 pm

The millennial customer is notorious for disliking the contact center. In many facilities, this is simply a fact of the industry that has been accepted and isn’t challenged. Maybe yours is one of them - but it doesn’t have to be! Here, we’ll show you exactly what it is about most contact centers that millennials don’t like and how to avoid those qualities in your facility. Plus, we’ll offer you some tips for creating the kind of call center that any millennial cust...

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How to Know Which Call Center Metrics are Worth Your Time

Posted by Ahmed Macklai on July, 25 2019 7:29 pm

What are the most important call center metrics for your facility to keep track of? This is a question that would have a varying answer depending on who you asked, when, and what industry they were part of. However, there are several metrics that are crucial regardless of which companies your center partners with or what type of business you do. Here’s a little more information on which are the most important - and which you should prioritize in your own facility. The Imp...

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Dealing with High Volume Phone Calls in a Call Center

Posted by Ahmed Macklai on July, 23 2019 7:29 pm

When it comes to operating a contact center, there are a handful of hurdles that every management team will have to tackle at some point. Most of these have to do with handling customer service or managing your staff, but one that you might be less prepared for is an unexpected surge in phone traffic. Indeed, many contact centers operate under the expectation that their numbers will be relatively consistent from day to day. However, high volume phone calls can happen at any ...

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Brighten Call Center Employee Morale This Summer

Posted by Ahmed Macklai on July, 18 2019 7:29 pm

With the seasons changing once more to let the summer sunshine in through the windows of your facility, it can be easy for your employees to feel restless in their seats. After all, who wants to be stuck at their desk when there is so much going on outside? Summer is one of the worst times of the year for that bored, restless feeling to settle in and call center employee morale to take a downturn. How can you keep spirits high and attitudes sunny in the summer months at your...

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Better Agent Utilization with Remote Call Center Software

Posted by Ahmed Macklai on July, 16 2019 7:29 pm

How you make use of your time in a contact center is a major factor in productivity. For management, this means making the best use of not only their own time on the clock, but of how agents are utilized. One way to drastically improve agent utilization for your center is by using remote call center software. This technology allows you to have agents working from off-site locations when they are most needed, while allowing you to scale back staffing and costs when necessary....

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