Call center agent burnout is one of the most common problems in the industry. The fast pace and demanding schedule of an agent’s position can be enough to overwhelm those who are not accustomed to the work. Likewise, while the work is quick-moving, it can also be tedious and tiresome to the mind. How can you make your center different? How can you decrease the problem of call center agent burnout, without sacrificing productivity and profit? Here are some winning strategie...

The majority of a consumer’s perception of your company or brand is formed before a purchasing decision is actually made. For outbound call centers, this means that the body of the phone call is the most important part of the sale - not the actual agreement of the consumer. Salespeople are only human, though. They make mistakes. Those mistakes can lead to a failure to make the sale - and too many of them can be seriously detrimental to the company’s bottom line. Highlig...

How successful are your customer service efforts? Determining that may seem like an impossible task, especially given that some aspects of customer service are somewhat abstract. However, there are some concrete ways to tell how well you’re meeting your customers’ needs. These metrics are critical for measuring the success of your center and making necessary adjustments. Here are some expert-curated suggestions for how to measure customer service performance in the conta...

Do you know what kind of experience your call center consumers are having when they speak to your agents? If you regularly receive feedback, you may believe you have the whole picture. However, if you don’t test call center contact numbers yourself, you will never really know. When you want to hear and feel exactly what your call center agents experience when they talk to your staff members, it pays to try those numbers out yourself and take note of every element of the ca...

Your contact center’s conversion rate is vitally important to your overall success as a company. Regardless of what else is going on in your facility, if you aren’t turning leads into paying customers, you aren’t making positive progress. Unfortunately, many facilities struggle with a low call center conversion rate. What can you do to change that trend in your own center? Here are five tips that take you through the process of improving your conversion rate, beginning...

If you are one of the many project managers or call center owners who have looked at the science of data and felt overwhelmed, you should know that your reaction is a common one. Big data is a terrifying prospect when faced without a way to narrow it down and make use of it. This can lead to companies disregarding or ignoring it entirely - something you really can’t afford to do when you’re a contact center! Thankfully, there are ways to tackle big data and extract usefu...

It seems that everywhere you look these days, artificial intelligence is enhancing the way we go about our everyday lives. Our phones and tablets talk back to us, and devices in our homes help us do everything from remembering to turn out the lights to starting the oven for dinner or adjusting the shower’s water temperature. It is a truly technology-driven world! However, many people worry that this influx of AI will lead to the replacement of humans in many of our most fu...

Wouldn’t it be great if you could get paid to play games? While most of us will never know the life of a professional athlete, professional gamer, or other career game-player, there are many ways to bring the thrill of frivolity and fun into the workplace. The gamification of the work setting is a popular trend in many businesses, these days; it has been shown to make employees happier, more loyal to their jobs, and even more productive. Here, we will provide you with som...

These days, phone calls are no longer our primary method of communication. With that in mind, it only makes sense that they aren’t the only way contact centers do business, either. The multichannel call center is the most common approach to customer service in the modern day. However, many owners and operators are still struggling to realize the full potential of a multichannel approach. Are you and your team using every platform available to you and making the most conne...

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...