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Examples of Excellent Customer Service and How to Do the Same

[fa icon="calendar'] May 6, 2016 8:23:37 AM / by Jade Longelin posted in tips, Customer, customer experience,

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How to Earn More Money Working in a Call Center [Infographic]

[fa icon="calendar'] May 4, 2016 10:17:55 AM / by Jade Longelin posted in tips, workforce management

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Personalized Customer Service Phrases for Rock Star Agents

[fa icon="calendar'] Apr 29, 2016 9:04:58 AM / by Jade Longelin posted in Agents, tips, Customer, customer experience,

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The job of a call center agent would be easy if all they had were happy customers calling to say how great their service is. Unfortunately, it's not always the case.

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Why and How To Create a Strong Call Center Culture

[fa icon="calendar'] Apr 27, 2016 10:48:49 AM / by Jade Longelin posted in Coaching, tips, training, call center culture

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A strong call center culture is like creating a family bond. Everyone involved feels happier and more committed to the cause when it’s a tight knit group. If you’ve already set the tone for a strong call center culture and all employees are on board, it becomes an organization that they are proud to represent and work for. Consequently, you’ll experience lower employee turnover rates and sick days.

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How To Train Agents to Personalize Customer Service

[fa icon="calendar'] Apr 22, 2016 12:13:57 PM / by Jade Longelin posted in Agents, Coaching, tips, training

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Customer service doesn't necessarily have to be customized to be great. For some, it can be short and accurate and still be great. However, if customer service needs a boost, customization can help turn a mediocre interaction into a great one and flip the entire experience around.

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6 Creative Ways to Improve Productivity for Call Center Agents [Infographic]

[fa icon="calendar'] Apr 20, 2016 1:01:17 PM / by Jade Longelin posted in Coaching, tips, training, employee engagement, agent engagement

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 Improving call center productivity by adapting processes, redefining KPI's and using more sophisticated software is essential to simplify agents' workflow and drive real-time results. But it can be complicated and time-consuming.

There are simpler ways and quick fixes to improve productivity for call center agents. These tactics can easily be put in place and don't require a big budget. But most importantly, they all share the same goal of making agents feel more valuable and happier. 
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Call Center Horror Stories Told by Customers (And How to Avoid Them)

[fa icon="calendar'] Apr 15, 2016 11:41:39 AM / by Jade Longelin posted in Contact Center, tips, performance metric, quality management,

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The contact center world is a beast that can bring out the best and worst in us. Agents can feel real satisfaction when they hang up the phone knowing they’ve added genuine value, but it can also come with tremendous frustration when they receive screams on the other side of the line.

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In With First Call Resolution And Out With Average Handling Time

[fa icon="calendar'] Apr 13, 2016 11:31:17 AM / by Jade Longelin posted in tips, Customer, KPI, customer experience,

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In a world where the customer becomes ever more important, Average Handling Time (AHT), or the amount of calls handled per hour, is a KPI (key performance indicator) that is becoming increasingly obsolete to measure performance within the call center.

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Back Office Blues? 6 Methods to Keeping Employees Motivated

[fa icon="calendar'] Apr 8, 2016 11:50:28 AM / by Jade Longelin posted in Feedback, Coaching, tips, employee engagement

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Does your back office feel like they are being left behind? As a supervisor or manager you may not realize you've neglected your back office staff, causing what’s commonly known as back office blues.

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Voice of the Customer in Contact Centers and Why Yours May Be Failing

[fa icon="calendar'] Apr 6, 2016 3:26:01 PM / by Jade Longelin posted in Contact Center, tips, VOC

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Today, customers have more influence and are more powerful than ever before. They are connected and not afraid to express their opinions and share their passions about products and services online. Their massive capacity to influence other customers cannot be ignored.

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