• Raising the Standards of the Telephone Call Center

    When the Affordable Care Act website was encountering some problems, a phone number was given for customers to dial into to seek assistance. For those of us dealing with call center software, though, the notion of a telephone-only call center seemed like a well-intentioned – yet perhaps unrealistic – solution to a multi-channel problem. Those in the health policy...

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  • Five Ways to Reduce Complaints and Improve the Customer Experience

    You’ve probably heard the expression, “I’d rather have a tooth pulled than ” Well, all too often, what fills in that blank is “call customer service.” From long wait times to having to press too many buttons to get through the IVR, 15 percent of respondents to a recent survey actually said that they would rather...

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  • Teaching Compassion to Achieve Satisfactory Call Resolution

    There’s nothing that calms an upset customer more than genuine compassion. For instance, “I’m so sorry that happened to you” or “I apologize, let me take care of that for you” can oftentimes be the remedy to a fuming person on the other end of the line. Call center reps must have a thick skin because they deal with...

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  • Small Companies Turn to Call Center Solution Partners to Help with TCPA

    It’s been nearly 30 days since the updated Telephone Consumer Protection Act (TCPA) went into effect (on October 16th). By now, most medium to large companies have shored up their permission language, with business rules already being out in the market for following the guidelines for turning prospects into customers. Many smaller companies, however, are still struggling to find...

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  • Getting More Out of Customer Service

    If you still consider your customer service center a cost center, it’s time to think again. Research shows that customers will spend more with a company that gives exceptional service—as much as 13 percent more. So, when you’re creating your next customer service strategic plan, factor in some revenue growth. Here are a few suggestions that may help jumpstart...

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  • Why Virtual Call Centers Are Still So Integral

    It seems that technology is always caught in a state of evolution. It’s always booming with some sort of new innovation or venture, which makes it easy for call center leaders to focus on the newest forms of communication and client interaction. This is especially true now that the smartphone (what is essentially a fully operational computer) represents a...

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  • Does Your Contact Center Need a ‘Tune Up?’

    Succeeding in the cloud contact center business depends on a variety of aspects – from the implementation of up-to-date Voice over Internet Protocol offerings to how well social media is being utilized in one’s overall service strategy. Especially considering the rapid growth of the cloud atmosphere over the last few years, there is much to keep track of. This...

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  • Call Center Scripting Can Make or Break the Customer Relationship

    Correctly running a call center is not quite as easy as some may believe. On the one hand, you want to employ agents who can think for themselves and deal with problems as they arise. At the same time, the proper call center script can help your service facility run as efficiently as possible, allowing agents to utilize call...

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  • There’s Only One Way to Knock Down Lengthy Call Center Wait Times

    One of the more useful aspects of the troubled roll-out from the Affordable Care Act is that its rocky start has required organizations nationwide to re-assess their existing call center solutions and determine what they need to do in order to ensure that issues are addressed as efficiently as possible.   For MNsure, Minnesota’s new health insurance exchange, calls...

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