Three Advantages To Onshore Outsourced Contact Centers

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…

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 permeates every single area of your business, not…

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 today? That’s exactly what we are going to discuss in…

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 and most of all are friendly. Here’s five more to keep you busy.…

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 ‘unfairly’ treated. Having internal performance indicators you can…