The 10 Best Call Center Metrics To Measure Agent Productivity

The 10 Best Call Center Metrics To Measure Agent Productivity

When you’re a call center manager, you have to make plenty of decisions that impact your call center’s bottom line. And flying by the seat of your pants is not an option. You need call center metrics that measure what your agents are doing, how fast they’re doing it, and how well they’re satisfying your…

Exceeding Customer Expectations Examples: 8 Scenarios On How To Deliver

Exceeding Customer Expectations Examples: 8 Scenarios On How To Deliver

Customer service is about supporting customers, right? Yes, but it can be so much more than that. Customer service can completely change the way people view your company. Your brand, your product, your mission, they all shape a customer’s views before and during their positive interactions. But the second they hit a snag, the reputation…

6 Proven Methods to Creating Customer Connections with Chat and SMS

6 Proven Methods to Creating Customer Connections with Chat and SMS

As unlikely as it may seem, creating customer connections can also be done via SMS and chat. According to a study on virtual relationships, people foster connections faster through virtual communication like SMS because they are not distracted by superficial distractions. For call center agents to form deeper relationships with customers, they need to dig…