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How to reduce call center attrition rate? Recruit the right call center agents, improve communication, provide continuous training, use a unified call center solution and more. Read on to...
Call centers must implement an ideal client experience more than before to differentiate themselves. However, delivering a seamless customer experience is challenging. Customers are becoming more demanding, expecting rapid...
While we have entered the age of automation and digitization, many clients prefer communicating with a human agent over alternative methods of contacting businesses. The phone channel is the most prosperous...
In this article, find out: How Cloud-Based Contact Center Solutions – CCaaS increase flexibility and agent productivity?
The volume of information in the CRM database grows with the passage of time. While the call center can be proud of having richer and more specific information about...
Regardless of the nature of contact center campaigns, all agents must go through a training and adaptation phase in order to become acquainted with the company’s norms. As a...
Scripts are an essential component of every contact center. The correct amount of data and accurate information delivery can yield impressive scripting capabilities. However, basic static agent programming cannot...
The proliferation of Internet-based communications has made the transition to an IP-based corporate telephone system an unavoidable trend. Call Centers must then choose between PBX and cloud telephony implementation....
Visiting a website, talking to customer service, chatting on social networks… When a consumer performs these actions, the company usually collects multiple data points. The data collected, measured, and...
Sharing your business goals with all your employees is critical for call centers. The more you disseminate the organization’s strategic orientation, the better the odds of success. As a...
Many companies rely on BPO contact centers to handle customer support. In today’s environment, people don’t simply call for help; they also utilize digital channels such as Social media,...
For customers, making a phone call is the simplest and quickest way to obtain information or a resolution to a problem. However, from a customer service point of view,...
Discover in this article 5 Tips for Managing Remote Call Center Agents
The best approach to maintain an exceptional level of customer service is to serve clients through a contact center.
The efficiency of a contact center depends on one very important and key factor: the experience of its agents. When teams are satisfied with their jobs, feel fulfilled, and...
If you're running a call center, you know that good call routing is the difference between keeping your customers happy and having them hang up on you. The first...
Contact centers are becoming more advanced and they are also being impacted by the rise of new technologies. And while contact center is telephony is a more conventional but...
Modern customers want immediate and dependable solutions, which means your call center's efficiency must be at its peak at all times. In this article, we details all the methods...
‘’Are your clients willing to refer your products, service, or business?’’ This is one of the most important goals for contact centers. Now the best and most quantifiable way...
Managing a contact center doesn't come without its challenges and risks. And these risks are often related to Key Performance Indicators (KPI), Security and Technology. In this article we...