24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers. Hiring the right contact center agents is […]

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25 Indicators of Fraud on Inbound Calls

Call center fraud is no laughing matter. Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. Organizations need to be prepared to effectively […]

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Outbound Call Center Tips & Best Practices

Outbound call centers depend on skilled and well-trained agents as much as useful software to consistently meet business goals. Keeping an outbound call center operating efficiently means making the most of both the talent you have on hand and the tools you can afford to implement. Outbound call centers thrive only when agents can place […]

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21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations

Business analysts play an integral role in any industry, but they’re especially vital in call center operations. Responsible for evaluating requirements and existing business processes, business analysts identify areas for improvement and develop and implement solutions. They help call centers continuously optimize their processes and provide better experiences for both call center employees and the […]

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The Fusing of AI & Automation with Human Judgment in Call Center Success

Businesses looking to tackle mounting challenges in the global marketplace have turned to technology in ever-increasing numbers to level the playing field. The emergence of machine learning technology has played a major role in improving organizational efficiency in a variety of ways. Artificial Intelligence (AI) offers up a wealth of productivity-enhancing features fit for use […]

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Gone Virtual: Recap of the CETX Conference

After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a success! With over a thousand registrants, our inaugural CETX and very first digital conference also marked one of our largest events to date. While it may not have been our typical, in-person experience filled […]

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22 Customer Service Experts Reveal How Call Center Reps Should Address Complaints About Bad Customer Service

No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. In many cases, those complaints first reach the ears of a call center rep. That’s why patience, empathy, and active listening skills are among the most important skills every call […]

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Termination Letter Examples for Call Centers & Customer Service Pros

Terminating professional relationships can be difficult. Whether a situation calls for a company to let go of their employees, or instead, some of their customers, it can be tough to convey the appropriate tone and delivery to those affected. Similarly, formally ending existing contractual relationships with vendors your business no longer requires can prove to […]

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Exit Interview Questions for Call Center Employees

Employee departures can be tough to handle in the fast-paced environment of a call center. However, even in agent turnover, opportunities to improve your organization’s efficiency and profitability abound. Exit interviews allow lost talent to tell you what went wrong and what aspects of your call center’s operations could stand to be updated. Read on […]

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What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT

Average handle time, or AHT, is an important call center metric. In the simplest terms, AHT is the average time it takes to handle a call or transaction from start to finish – from call initiation, to hold time, to talk time, and all the way through to any related tasks an agent must perform […]

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Call Center vs. Contact Center: What’s the Difference?

Call centers and contact centers operate within the same general field of customer support and outreach. However, the two are not exactly the same. Call centers came first, focusing employees on handling large streams of customer calls at once. More modern contact centers effectively do the same while incorporating a few key differences to better […]

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Employee Experience Tips, Resources & More

At the heart of every growing organization are its employees. The very people who keep businesses functioning and evolving are all too often overlooked to primarily focus on satisfying paying customers. However, it is of critical importance that every employee’s experience with your company be taken seriously. Maximizing the value your employees derive from their […]

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2020 Call Center Metrics: 6 Key Metrics for Your Call Center Dashboard

Operating a growing call center operation involves logging and assessing myriad moving elements at once. It can be close to impossible to manage these critical success factors without help from specialized software. At the heart of most technological optimizations implemented within a successful call center are fine-tuned metrics. Keeping tabs on the right metrics can […]

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The Best Call Center Software in 2020: Tips & Best Practices for Evaluating & Choosing the Best Call Center Software

Call centers around the world are faced with the ever-intensifying challenge of meeting consumers’ expectations. As calls flood the lines during peak periods, such centers need powerful tool sets to handle them all. Call center software offers a wide variety of optimizations for such organizations to choose from; however, paralysis by analysis can keep company […]

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22 Customer Service & Customer Experience Managers Share the Best Ways to Handle a Disgruntled Employee

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Ultimately, disgruntled employees can even have a negative impact on the customer experience, as unhappy employees are less likely to go […]

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25 Conflict Resolution Strategies for Customer Service

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. Companies that have effective strategies for handling these situations and skilled customer service agents capable of diffusing tension-filled interactions can turn difficult customer interactions into opportunities to exceed expectations, influence the […]

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12 Call Center Best Practices You Need to Be Doing Right Now

As recent research shows, the U.S. call center industry is alive and well.  According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. What this means is there’s an imperative for call centers to drive operational performance excellence in order […]

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21 Call Center Managers Share Their Favorite Call Center Leadership Activities

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents, monitoring call center metrics tied to agent performance, using speech analytics tools for ongoing quality monitoring, providing ongoing feedback and coaching, and more. Call center leadership has a significant impact on […]

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Business Process Outsourcing Tips & Resources

Business Process Outsourcing has come quite a long way in the last few years, allowing companies to achieve unheard of levels of sophistication in their market offerings without adding the strain of a vast assortment of new disciplines onto their internal teams. In this article, we discuss BPO as a flexible tool for businesses to […]

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Remote Call Centers: Tools, Tips & Best Practices for Remote Contact Center Managers & Agents

Managing a call center caught up in the uncertainty of a worldwide pandemic is no small feat. However, there are a number of important guidelines and tips you can keep in mind to help ease your center’s workforce into remote working and mitigate contagion risks. Remote contact center operations have been around for some time […]

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