(Español) Gamification para motivar el aprendizaje de tus agentes

(Español) Gamification para motivar el aprendizaje de tus agentes

Todas las fases de la formación del Call Center son cruciales para la prestación de un servicio de calidad, sin importar si el área es de Ventas, Servicio al Cliente o de Soporte. La clave para lograr un ambiente positivo para los clientes está en la formación que existe detrás de cada agente que participa…

Fixing the disconnect between call centers and employees

Fixing the disconnect between call centers and employees

Being able to voice their opinions Being a call center agent normally isn’t the first choice as a career for most people and those that do work there are more of a younger generation. For them, it’s not only a tough job, but frustrating between outdated technology, inflexibility and being able to voice their opinions….

(Español) 10 formas de potenciar la confianza de los agentes de Call Center

(Español) 10 formas de potenciar la confianza de los agentes de Call Center

Hay cosas que suceden dentro de un Call Center que no se pueden prever. Los cambios repentinos significan que los agentes deben tomar decisiones de juicio inmediato. Lo importante es que se sientan cómodos y seguros para hacerlo. Hay que saber reconocer que los agentes son, de hecho, capaces de tomar sus propias decisiones en…

Boost Your Call Center Retention Rates with These Three Tips

Boost Your Call Center Retention Rates with These Three Tips

A guest post by: Ashley Verrill It’s true that call centers have low retention rates. But that doesn’t mean call center managers have to stand idly by as employees constantly come and go. Researchers have discovered a few psychologically-based tactics that have proven successful to fix this problem. Recently, we interviewed several call center technology…

Playvox and Colombian Association of Contact Centers and BPO joined forces

Playvox and Colombian Association of Contact Centers and BPO joined forces

In order to help the Colombian Contact Center industry adopt the best human talent management practices, the Colombian Association of Contact Centers and BPO announced a strategic alliance today with the leading provider in People Management for Contact Centers, Playvox. In this way they look to provide integrated solutions in agent Learning, Coaching, Performance and…

What you should know before you outsource your call center

What you should know before you outsource your call center

Many businesses have had great success when they outsourced their call centers. However, outsourcing a Call Center is a controversial issue and comes with its own set of pros and cons. Many businesses have had great success when they outsourced their call centers. However, outsourcing a Call Center is a controversial issue and comes with…

A common call center help desk problem we can relate to

A common call center help desk problem we can relate to

All call centers have service desks. They use them to help resolve issues, give product information or offer help. These types of services utilize software to help resolve and track problems. However, there are some common problems with the service desks that agents and customers (us) encounter. All call centers have service desks. They use…