Blog

Contact centers rely on agents to deliver a lasting first impression and exceptional service to every customer. Without a strong frontline, you risk losing customers, a poor reputation, and lack of growth. Some contact centers focus solely on quantity and measure succes...

Agents are frontline problem-solvers who set the stage for customer satisfaction. However, despite being the lifeline of every contact center, agent turnover is costing the industry millions and showing no signs of slowing down. Employee retention rates are as low as 50...

Metrics, Key Performance Indicators (KPI’s), Reports - we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. Contact Centers can generate an immense amount of data and reporting on just about a...

Consumers who call the customer service department of your call center are typically individuals who have a problem, concern or complaint and are looking for assistance. Handling these people in an appropriate manner can help ensure your customers remain satisfied, repe...

Your customer service call center is the heart of your business, and has a direct effect on customer satisfaction. If they experience long wait times or ineffective agents, customers will be unhappy with your company and may start to look for other solutions. Customer S...

Both new and tenured supervisors and managers are eager to transform their staff into efficient workers who understand the business and how to drive revenue. To reach these lofty goals, these managers should understand how workers fit into the four “performance stages.”...