Every call center strives for outstanding customer service. But what’s the best way to get there? While many call center managers and contact center coordinators look to improve client-contact representative communication – and that’s certainly…
What Is Customer Journey Mapping & Why Is It Important for Your Business?
Have you ever considered your own company’s journey from the very beginning to the present day? Part of that journey includes your own customers – and figuring out their customer journey map goes a long…
Importance of Customer Service for Your Call Center
Everything your call center does – field calls, make appointments, outbound communication, you name it – is directly tied to one overreaching metric: customer service. Take care of your clients, and everything else just falls…
AI to Replace Call Center Agents? Think Again!
Robots are taking over everything, right? Manufacturing automation. Fast food restaurants. Even call centers. Much like factory workers and burger flippers, call center agents will soon be tossed into the ash-heap of history. Not so…
4 Benefits of Working with a Call Center for Healthcare and Finance Businesses
Imagine this: you run a busy doctor’s office. Your administrative staff spends much of their time working directly with patients in the office or filling records and reports. This makes it difficult to answer every…
How to Improve Call Center Engagement
Is your call center suffering from a high turnover rate and disengaged clients? The call center as a whole is invariably plagued by the proverbial revolving door of representatives. Yet some contact centers, individually, manage…
Remote Reconnect: Overcoming Talent Sourcing Challenges
Well, 2020 is thankfully in the books. Unfortunately, many of the challenges the Worst Year in History introduced – limited face-to-face meetings, remote work, and more – are still here. Potentially for the long run….
Improve Your Customer Service in 2021
It’s hard to believe, but 2020 will soon be history. And for most people, the current year can’t become the past soon enough. Since 2020 brought so many unprecedented challenges, year-end planning and projections for…
The Importance of Customer Service During a Crises
Trying times call for tried and true customer service capability. If any year in recent memory could be called a “crisis,” 2020 checks all the boxes. From social unrest to a global pandemic to economic…
2020 Call Center Trends in Q4
2020 has certainly been a year to remember. From worldwide pandemics to social unrest and political upheaval, the year has witnessed what seems like a decade’s worth of history…and there’s still one quarter to go!…
