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Four Common Call Center Problems That Lower Quality And How To Overcome Them

[fa icon="calendar'] Oct 19, 2016 11:41:03 AM / by Jade Longelin posted in employee engagement, call center best practices

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Call centers are the front line of customer service but many common call center problems can stand in the way of top-tier customer service.


It is well known that a call center is one of the toughest work environments, which can result in increased agent absenteeism, agent turnover and costs while decreasing customer service quality, team morale and effectiveness. Therefore, when the professional environment is unhealthy, business dooms.

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Effective Ways To Reduce Stress In A Call Center Work Environment

[fa icon="calendar'] Oct 12, 2016 9:04:00 AM / by Jade Longelin posted in employee engagement, call center best practices

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As we spend a large majority of our lives in the workplace, making it as harmonious as possible and learning to manage tough situations is important not only for productivity, but also for our mental and physical well-being.

Continuous stress in the call center work environment can cause low morale and go as far as causing staff burnout, leading employees to completely shut down and being unable to work.

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More Important Than Net Promoter Score? Agent Promoter Score

[fa icon="calendar'] Oct 5, 2016 9:04:00 AM / by Jade Longelin posted in employee engagement, call center best practices

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Could Agent Promoter Score be the next NPS?

Whether aiming for faster growth or increased profits, many call centers use NPS as the foundation of their framework. Net Promoter Score measures the willingness of customers to recommend your company's products or services to others.

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Defining Call Center Metrics That Really Matter

[fa icon="calendar'] Sep 28, 2016 7:40:00 AM / by Jade Longelin posted in employee engagement, quality management,

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Defining the metrics by which you will measure the performance of your customer service support staff can be exciting. These metrics and KPIs are essentially the guidelines to improving and growing your customer service and support team.

In this defining moment, it’s easy to get lost in the hype and want to control and measure every aspect of your customer service. After all, the more data the better, no? Think again. All the heaps of data you will collect will need to be analyzed and transformed into results. It’s no use collecting just for fun.

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How To Integrate Competition And Recognition In Your QA Monitoring Program

[fa icon="calendar'] Sep 23, 2016 7:42:00 AM / by Jade Longelin posted in employee engagement, quality management,

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Depending on how your processes are set up, your QA assurance team can quickly be seen as a type of customer service Big Brother.

To turn this negative rep around, creating incentives and friendly competition within the process can create a more positive experience for your customer service agents.

By creating a fun environment and gamifying the process, you'll be able to motivate staff and improve performance effortlessly.

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10 Techniques To Improve Internal Communication Within The Call Center

[fa icon="calendar'] Aug 30, 2016 10:05:56 AM / by Jade Longelin posted in employee engagement, call center best practices

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 You might think the internal communication within your call center it Is secondary to striving good for excellent customer service. But believe it or not your internal communication goes hand in hand with good customer service. By improving the communication channels within the organization you're able to tackle issues from the source.
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5 Factors Harming the Quality of Your Contact Center

[fa icon="calendar'] Aug 24, 2016 7:00:00 AM / by Jade Longelin posted in customer experience,, employee engagement, quality management,

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Like most call centers, you are all about quality while maintaining costs low. But while trying to maintain costs to a minimum, it's easy for quality to be affected. A decrease in quality within your call center can be dangerous as it will most probably lead to lower customer satisfaction and declining sales.

If you are suffering from a decrease in quality in your customer service, take a deep breath and review your organization thoroughly. Below we'll discuss the most common factors that harm contact center quality and how to improve them.

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Must-Have Qualities of a Great Call Center Manager

[fa icon="calendar'] Aug 15, 2016 7:00:00 AM / by Jade Longelin posted in Coaching, employee engagement, quality management,

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Being a call center manager is no easy feat. Between trying to comply with SLA's and other regulatory frameworks and motivating their call center staff, it's easy to become overwhelmed. Call center managers must be quick on the floor but must also have clear insights and a global vision of the organization.

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Simple Ways to Reduce Call Center Turnover

[fa icon="calendar'] Jul 8, 2016 7:00:00 AM / by Jade Longelin posted in training, employee engagement, quality assurance

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With call center turnover rates at 25%-35%*, it is a challenge to maintain quality customer service. The success of your organization depends on your staff, and if they're quitting, you need to ask yourself why. 
 
High call center attrition rates are heavy on the wallet. Between hiring, training, benefits and salaries, it is estimated that up to a quarter of annual staff expenses does down the drain. 
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10 Reasons Why You Should Have a Remote Customer Service Strategy [Infographic]

[fa icon="calendar'] May 26, 2016 9:30:00 AM / by Jade Longelin posted in employee engagement, call center best practices

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Remote work is a growing trend in the workplace today. More companies are allowing employees to work from home, or hiring workers from all around the world to work on the same team via internet.

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