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...

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...

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...

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...

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...

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...

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....

Computer telephony integration (CTI) is technology that helps coordinates information between telephones and computers to enable efficiency. Having efficiency is great, but rather than just hearing big words like computer telephony integration, it pays to know a...

Virtual home offices are becoming more and more common nowadays. If people can be just as productive, if not more so, working from home there is plenty of upside to letting them work from home full time. Depending on the role, this could become a location independent...