Security And Virtual Private Network One of the biggest advantages of a virtual office is the idea of flexibility for your employees. Some employees will choose a company because of a particular passion or interest. More and more people are choosing an organization based on the ability to work remotely. This presents a few challenges…
There is a tidal shift in the contact center management industry. Many big and small companies are moving towards outsourcing their contact centers. While many of these outsourcing organizations have very successful offshore contact center facilities, there is a growing market for managed services onshore. Reducing linguistic and cultural barriers can be a major mitigating…
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 literally anywhere in the world. With this…
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 permeates every single area of your business, not…
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 in mind, it’s important that you learn…
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 importance of acting as a true leader and…
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 today? That’s exactly what we are going to discuss in…
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 and most of all are friendly. Here’s five more to keep you busy.…
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 to come. Here are the…
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 ‘unfairly’ treated. Having internal performance indicators you can…