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 the role of your score in improving your center’s ongoing performance.

Analytics can be a very dry affair. They’re comprised of hard numbers and data breakdown, and if you’re not an analytically minded person, then it might seem like a drag. However, despite the dry nature of analytical data, the information can make or break your call center.

When it comes to using an insurance cross sell script, call centers should use powerful and effective methods that increase their sales. Cross selling gives companies the opportunity to offer more items in addition to the items they’re already purchasing.

While we almost always enjoy the end results of making changes, seldom to we enjoy the process of making change. Once you are committed to making effective changes to your old call center software, there are several benefits awaiting your company. However, like any other business decisions there are any number of trials, pitfalls and buy-ins required to achieve success.  First and foremost, changing your call center software should be made with transparence and notice to all your stakeholders (ex. Call center managers, supervisors and your best call center agents). Involving them in this process will virtually eliminate disruption, pain and mistrust. Simply said, people are much more receptive to change when they feel that they were a part of the decision-making process.

You have spent years and countless dollars honing and perfecting your training program. Now it is high time you take that training program up to the next level. ChaseData has spent decades developing call center software solutions that perform in real-world call centers. Along the way we’ve also learned a thing or two about innovative training programs from our customers. This article will provide you with our top five tips that consistently produce excellent call center agents. These five tips combined with your company’s proven curriculum will SUPERCHARGE the training of your call center agents.

Research shows that your competitors are spending more on voice than any other call center channel. This begs the question, why? Despite the growing popularity of email and social media, customers simply prefer to pick up the phone and speak with a representative. Even in multichanel contact centers, 68% of all communications are typically voice based.

The 1990s at ChaseData Corporation were spent replacing old PBX based call center equipment (ex. Northern Telecom Meridian, Lucent Merlin, etc.). In those days, call centers were rapidly growing their outbound call volumes in support of catalog sales, customer service and in some instances focusing solely on outbound sales. Let's not forget also that in those days, leads were routinely managed on printed call sheets & index cards - there were also bells that rang whenever a sale was made by a telemarketer.

The call center continues to evolved steadily into the contact center and we contiunue outfitting you with the newest weapons in your arsenal. Meet Zappier - think of it as a hub that connects your call center with every major web platform on the planet today. With Zappier and ChaseData Call Center Software, you now can automate mundane tasks, easily integrate call flows into your web app landscape and much more.