5 Tips For Reducing the Abandon Call Rate in Your Call Center
Abandoned calls in your call center represent missed opportunities for excellent customer service. Whatever the reason for the abandoned call, the reality is this: the customer who needed to contact your organization didn’t get what they needed, and that doesn’t spell success. But with the right strategies, you can minimize your call abandon rate and…
8 Most Important Qualities Of A Call Center Agent
A contact center can have all the latest software and top-of-the-line technology, but none of that matters if you don’t have the right agents.
Contact Center Feedback Questions To Get The Most from Your Customer Voice
Data is the modern language of the call center. From FCR and abandonment rates to average handling time and QWT, acronyms and numbers often tell the story of the customer experience (Okay, I made that last one up just to see if you were paying attention). But what about the story that the customer himself…
Top 5 Preferred Customer Service Channels
Improving customer support in your contact center begins with being active on your customers’ preferred customer service channels. It’s all about meeting people where they are. If your customers are Twitterholics, you need to have stellar social media support. If the majority of your customer base is interested in chatting with a representative before making…
10 Ideas to Improve Quality in Call Center Scores
Whether your contact center is at the top of its game or struggling to reach important KPIs, reevaluating the way you do things and implementing an action plan to improve quality scores is essential to building and maintaining an optimal workforce.
How To Create a Feedback Culture In Your Call Center
An atmosphere of optimism in the workplace encourages employee growth and increased performance. But a negative, hyper-competitive environment can stunt the growth of individual employees and lead to higher turnover rates. One of the best ways to boost employee morale and establish a happier workplace environment is with an effective feedback culture. A culture of…
How to Create a Customer Journey Map (And The Benefits It Delivers)
What is a customer journey map? A customer journey map is a visual representation of the customer journey and creates a start-to-finish snapshot of customers’ interactions with a company. It helps tell the story of your customers’ experiences with your brand across all touchpoints and platforms. Compared to cold statistics, a map of the customer…
9 Ways to Show Your Call Center Employees Some Holiday Love
The holiday season is upon us once more. It’s a time for giving and showing appreciation, making it an ideal time to show your employees some love for all that they bring to your company. Without the dedicated staff manning your call center, business wouldn’t be what it is today.
15 Tips to Empower Call Center Agents to Create Top-Notch Customer Experiences
In today’s hyper-competitive world, where companies are constantly searching for an edge that sets them apart from the competition, it’s no surprise that first-class customer service is the secret to thriving.