• Don’t Underestimate the Power of Online Service for Older Customers

    The telephone still stands as the preferred method of communication for older consumers; however, the right call center software solution can be the key needed to bringing more of these traditional individuals over into the online realm. Confusion and usability are often cited as top reasons for older customers staying away from online service, but a recent study by...

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  • The Future of Call Center Customer Service: Emotion-Analyzing Software

    Sure, there are a ton of call center solutions being brought to market to better help managers gauge employee performance and bolster customer satisfaction; however, an all-new software is surfacing to the top as a true game-changer, representing ample potential for revolutionizing customer service as we see it today. The company is called Beyond Verbal, and its name is...

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  • Not All Callers Are the Same: Your Service Shouldn’t Be Either

    From predictive dialers to power dialers, there is a tendency for the agent to try and be as productive as possible. All of that is great, but at the end of the day, it’s important that clients who have consistently returned are treated especially well. As helpful as an agent can be to a client, there is always a...

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  • How One Fast Food Chain Made Customer Service History

    If you’ve ever heard of or used Snapchat, then you’re bound to know that the app just recently introduced its all-new Stories Feature in early October. For those who don’t know, Snapchat is a photo messaging mobile app that enables users to take photos, record videos, add text and send their creation (known as “Snaps”) to others; however, the...

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  • That ‘Unsuccessful’ Customer Call Is More Important Than You Think

    Every call center leader knows that not every client interaction is going to work out exactly as planned. Unfortunately, these interactions have been shown to even end in frustration and a negative experience on both the customer and the employee’s end (paying a quick visit to YouTube and listening to a sampling of nightmarish examples will prove this true)....

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  • Hot Call Center Topic: Customer Segmentation

    The idea of segmenting customers based on qualifying data is important, though it may come with initial reservations. Objectively, your customers may be opposed to being treated differently than others based on certain qualities or metrics; however, at the same time, it’s important to realize that not all customers are created equal. Consider customer demographics, which can better prepare...

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  • Relying on Data-Driven Decision Making in the Call Center

    Today’s heavy technological reliance is no longer tied to smartphones and phablets; it’s spilled over into the job market in a very significant way. How so? Four words: Data-driven decision making. A major detriment to any contact center is poor employee retention so, needless to say, any tool that can help heighten retention should be considered. As a solution...

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  • Build Your Contact Center Team, Build Your Business

    Successfully measuring employee engagement means understanding employee sentiments and motivations. This provides companies with a deeper understanding of both why an employee is in a specific role and what can be done to better facilitate what that individual has to offer. You may be thinking that this is a simple and self-explanatory process; however, 65 percent of employees say...

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  • Best Practices: Empowering the Backbone of Your Call Center

    Employees on the frontline are often the employees that are the most visible; they are the sales people, the call center agents and the employee base that makes up face of the company. But there’s an entirely separate workforce that goes unseen. They’re a group of employees that serve as the power horse for the folks who deal with...

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