4 easy tips on avoiding bad self-service implementation

4 easy tips on avoiding bad self-service implementation

When a call center software is well implemented, it can come with a huge number of benefits that makes better use of company resources. For employees, it also means more convenient options, more empowerment and more informed choices. However, even with all its benefits, introducing a new service presents its own risks that can negatively…

How to get the most out of Quality Assurance

How to get the most out of Quality Assurance

The businesses that invest in call centers expect them to be performing effectively. Key Performance Indicators (KPI) metrics measure and monitor employee performance. These results include call resolution, hold times, agent courtesy etc. This monitoring is essential for any call center as it provides valuable information on performance, consumer experience and gives agents something to…

What Call Centers can do to help fix agent absenteeism

What Call Centers can do to help fix agent absenteeism

Agent absenteeism is a call center problem that can result in high losses in resources and can ultimately have a huge impact on the quality of service. With fewer staff available to handle customer calls, the waiting times tend to increase and also put the agents under pressure to rush through calls. Like a snowball…

The good and the bad with Call Center outsourcing

The good and the bad with Call Center outsourcing

Many businesses have found outsourcing their call centers a necessary decision. However, it’s a known fact that outsourcing a Call Center is a controversial issue, especially with the western countries. The decision comes with its own set of pros and cons that can heavily impact the business. Many businesses have found outsourcing their call centers…