Cloud Telephony Phone Systems That Work Where Your Remote Employees Work
More and more organizations are looking to maintain a smaller and smaller footprint. Gone are the days where everybody is in the office from 9-5. Rising costs and a cultural shift to remote employees allows many people to work from home. Or work from the road. Or work...
How to Create a Thriving Company Culture
So last week we discussed the importance of creating a company culture of extreme customer service (and exactly how to go about doing this). This week, we are going to take that topic one step further and discuss how you can create a thriving company culture that...
How to Create a Culture of FANTASTIC Customer Service
If you want to have a highly effective call center, then you must remember that everything, and I do mean everything boils down to customer service. You are not in the business of sales or marketing, you are in the business of customer service. Period. And with that...
The 7 Habits of Highly Effective Call Center Managers Part II
In our last article, we discussed the first four of the seven habits that make a call center manager highly effective. To recap, we discussed the importance of talking to your agents regularly to keep an open line of communication and stay ahead of potential problems....
The 7 Habits of Highly Effective Call Center Managers
What habits differentiate the good call center managers from the great ones? How can you guarantee the success of your agents and the continual growth of your bottom line? What are the habits and tactics that all great managers share that you can emulate starting...
Awesome Call Center Agent Characteristics (part 2)
Last week we started talking about the different characteristics that are usually common amongst the best customer call center agents out there. They have a good memory, pay attention to detail, are organized while staying flexible depending on how situations play out...
What Traits Make A Successful Call Center Agent?
When iPhone brought out Siri, everyone was stunned by how personal she is and there’s no doubting the technology of Siri has continued to improve. Siri helps you do basic tasks, but let’s be honest, the best call center agents are going to have a job for a long time...
Effective Ways To Measure Your Call Centers Success
Call centers are crazy places with so many moving parts influencing all the different measures of success. It doesn’t how well you manage to get your call center to run, there will be endless comments about how your not doing this and that, or how someone was...
Part 2: Reducing A Call Centers Average Handle Time
In part one of this series, we covered seven simple ways you can reduce the average handle time in a call center. The fun part is, none of them take weeks to introduce. You can work on improving the average time right away. With that said, here’s a few more to take...
7 Ways To Reduce Average Handle Time In Your Call Center – Part One
Customers dislike talking on phones as it is thanks to the evolution of smart phones and text messages. What makes customers dislike call centers even more is having to spend more time on the phone than necessary. For call centers, this is known as the handle time....
