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The sound of ringing phones. Voices talking over one another. A hint of panic in the air. Sounds familiar, right? This is what most contact centers are like. No wonder so many call center agents are on the brink of burnout. But it doesn’t have to be this way. With …
The 9 Call Center Management Tricks that Always Work Read More
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There’s no question that call center benchmarks matter. As the saying goes, you can’t manage what you don’t measure. But the question is, what are the metrics that actually matter? It’s easy to become overwhelmed by all the information out there telling you what benchmarks you should be tracking at …
Call Center Benchmarks: The Only 7 That Matter Read More
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It’s strange to believe that someone in charge of a business who is concerned with its online image is unaware of search engine optimization by now. Making the most of SEO’s almost limitless advantages for...
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Setting up a new call center might seem straightforward—just get some phones, hire some agents, and start taking calls. However, there is far more to it once you factor in considerations surrounding call center compliance. Simply put, you can’t just read the rules set out by regulatory bodies like the …
New Call Center? Avoid These Call Center Compliance Pitfalls Read More
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Most businesses know the value of collaboration to increase workplace productivity. Continuous learning environments are key these days. But what does that actually mean? Employees want to be upskilling, learning new things, and advancing their careers. But in an age where so many employees crave remote work options, collaboration opportunities …
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A good team will benchmark its performance based on statistics—and this rings especially true the key metrics associated with call centers. By familiarizing yourself with stats around support handle times, resolution rates, and more, you’ll be equipped to make tangible improvement across your company’s entire customer support system. 1. Most …
7 Call Center Stats That’ll Change How You Run Your Team Read More
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ASR (Automatic Speech Recognition) allows us to interact with devices, such as smartphones and smart home assistants, using our voice. In call centers, ASR helps customers interact with automated systems and self-service menus without the need of a human operator. This technology is useful for call centers because it can …
7 Unexpected Things You Can Do With Call Center ASR Read More
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AmplifAI is perhaps one of the most fruitful outworkings of the modern AI era. It’s a cutting-edge software that uses AI to improve the internal efficiency and performance of your business’s teams, saving time, reducing costs, and increasing profits down the line. By integrating with your existing software setup, AmplifAI …
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A good ol’ fashioned disaster can take your call center offline and do long-term damage at any point—so it’s good to have a solid recovery plan in place. First, you should make a list of all your risks and their potential impacts, and then you can define your objectives and …
Plan For Call Center Disaster Recovery in 8 Hours or Less Read More
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In today’s changing business environment, it has become crucial for organizations to integrate IT systems and technologies to stay competitive seamlessly. Ensuring an onboarding process is essential so employees can quickly adapt to these changes...
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Call deflection is a strategy used in customer service to manage high call volumes by directing callers to alternative support …
Too Many Calls? Call Deflection Won’t Help. Here’s Why Read More »
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Call groups, which are sometimes called ring groups, help make sure callers get connected to the right call center agent …
Call Group: The Answer to Stop Losing Customers? Read More »
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Customer satisfaction is the holy grail of call centers, and lofty KPI goals are just as hard to come by. …
How to Build a Call Center Knowledge Base Agents Love to Use Read More »
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Call center sentiment analysis is a process used to interpret how customers feel when they engage with agents in a …
Call Center Sentiment Analysis Helps, But Not Much Read More »
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If you like working with people and thrive in a fast-paced environment, then a job as a call center agent …
What Do Call Center Agents Actually Do? A Day on the Job Read More »
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The short answer—absolutely. Call center fraud attempts are more popular today than ever. Every call center should take precautions to …
Call Center Fraud Prevention: Should You Even Bother? Read More »
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Most businesses start with a Request for Proposal (RFP) to find the right vendor to solve their call center needs. …
Stop Using a Call Center RFP Template. Do This Instead Read More »
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Do a Google search for call center training and you’ll see the same strategies, tips, and best practices on most …
6 Call Center Training Strategies You’ve Never Heard Of Read More »
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