NEVER Throw Money at the Problem. Attrition, employee satisfaction, performance, motivation, competition, and poaching. These are all reasons companies consider raising salaries when one of the conditions above arise negatively. I have seen firsthand when centers pump money straight to agents to combat any of these issues, but it is a band-aid when surgery is… Read more »
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Increase Agent Efficiency in Any Call Center
Top 10 Ways to Increase Agent Efficiency in Any Call Center The agents are the foundations of every call center. Each agent contributes something to the call center – whether it is negative or positive. Globally, hundreds of techniques and training systems were introduced to create a firm balance between agent satisfaction and workflow efficiency…. Read more »
Why the Cloud Contact Center Industry Keeps on Growing
Analysis – Why the Cloud Contact Center Industry Keeps on Growing? For the past 20 years, the contact center industry has grown beyond expectations. Different strategies were introduced, challenging the norms of customer service and preparing call centers for massive changes. One of the most notable changes is the integration of cloud technology. The cloud… Read more »
The Hardest Choices are Sometimes the Best Ones We Make
Change. It is often remarked we are creatures of habit. Those of us who are surrounded by Technology to operate, communicate, troubleshoot, and make improvements are almost mandated to continue to search for new solutions to improve all we do. Yet, in the world of the Contact Center Industry, the one item that seems to… Read more »
Outsourcing and the Scientific Method
Outsourcing is an ever-growing industry that shows no sign of decline. Whether it is nationally or internationally, it is a practice that helps businesses save money and in some cases, invest in expertise that may not be readily available when it comes to scaling in quantity. Many times, the question of quality arise when control… Read more »
The Four Pillars of Leadership Every Company Should Follow
I always viewed my Contact Centers as a living, breathing organism. I have always loved analogies and metaphors when I train, and this is possibly traceable to my education in medicine. It is true, that if one system is failing, the organism can be poorly affected and without remedy, to the result of death. I… Read more »
How to Improve Business Performance With Call Center Services
The contact center industry is growing beyond expectations. Around the world, many businesses are relying on call center firms for handling day-to-day processes. This leads to higher competition rate in the market, and contact centers need to formulate new service packages for their clients. The ‘average call center’ will have a small chance of surviving… Read more »
Why Virtual Manager Software Can Improve Call Center Effectiveness
Top Reasons Why Virtual Manager Software Can Improve Call Center Effectiveness With telecommuting and online communications on the rise, the number of virtual call centers has doubled. Onsite call center giants still own large portions of the market, but virtual call centers are getting recognized as official business solutions. In fact, many business builders… Read more »
The Remarkable Benefits of Call Center Software
The advancement of the technology has been very rewarding to many industries such as the Call Center. No doubt, technology helps a lot in the progression of this industry. That is why there are many Call Center companies emerge and most likely maximizing the innovation of the technology to their advantage. Call Center Software is… Read more »
The Benefits of Establishing a Virtual Contact Center
The BPO industry will always be a prime contributor to global business growth. Contact Centers are frequently being utilized for all varieties of business processes – inquiries, orders, sales, management, counseling, emergencies, and the list is almost endless. Any business that doesn’t rely on a call center service will lose a higher market position regarding… Read more »