• Using Your Call Center to Rise above the Retail Clutter

    In the highly competitive U.S. retail market, finding new customers is a constant challenge. Leaders generally gain market share two ways: by taking customers away from their rivals, or by getting existing customers to spend more. Despite this, there is a third strategy for getting new customers that is quietly becoming popular among a small set of frontrunners: Garnering...

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  • Five Things that Your Customer Service Reps Should Always Keep in Mind

    Much attention is given to the technology used in improving call center interactions, but even the greatest solution is all for naught if the agents at your organization are unable to effectively handle the equipment to assist customers with their requests. It may be surprising to hear, but being able to relate with customers through fundamental communication skills –...

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  • Strengthening the Connections in Your Call Center

    As an increasing number of multichannel options become available to call center agents and consumers alike, it’s important that each method work as efficiently as the next so that customers are able to transition, for example, from a mobile app to a voice solution without having to repeat the entire process all over again. Whether speaking to a call...

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  • The Importance of Hiring the Best Call Center Agents

    There are a number of factors in the hiring of any call center agent. While certain traits are always more vital than others and need to be brought to light, others need to be sussed out in the interview process to allow call center managers to choose agents who are most adaptable to the varying needs of consumers. Let’s...

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  • Mobility in the Virtual Call Center

    The bottom-line is unquestionably important for any call center hoping to gain new customers and retain those that they already have. So, what can call center managers do to strengthen that bottom line? Simply put, know the difference between ease of experience and satisfaction, which often comes down to the experience customers have when they reach the call center....

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  • Navigating Next Steps in Call Center Software

    Whether working from a brick and mortar building or as a virtual call center agent, call center software has always been at the core of successfully helping agents do their jobs, making sure that customers and consumers alike receive the quickest and most helpful responses to their inquiries. More and more, social media is becoming the go-to solution for...

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  • UC & Collaboration Are Here to Stay

    While the telephone will never be completely replaced (well, actually, never say never), unified communications (UC) and collaboration technology – including video and social tools, as well as instant messaging – are quickly becoming vital call center solutions that help agents know as much as possible about a caller before he or she is even on the line. “Successful...

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  • Methodizing and Developing Cross-Platform Consistency

    Cross-platform consistency is paramount as the Internet-based world of commerce grows; it’s absolutely essential for companies in order to become increasingly accessible points of access. Cross-platform consistency will undoubtedly widen your company’s footprint; however, at the same time, you want everything to take off without a hitch. Your business’ cross-platform approach must be done wisely so that it doesn’t...

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  • Elevating the Awareness of Your Contact Center’s Ecommerce Strategy

    An important aspect of successfully running any kind of business is to take the occasional step back and look at the way things are running from an outside perspective. It’s easy for an enterprise to become stuck in a specific pattern, mired down by developing its business from what it has done in the past. (Even if past techniques...

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