• New Customer Service Stats That You Need to Know

    The call center industry is synonymous with that of customer service. The two are like salt and pepper, a burger and fries or peanut butter and jelly. Any call center manager – or any business executive, for that matter – needs to stay on his or her toes when it comes to the latest trends, insight and pertinent data...

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  • Software-as-a-Service Becoming a Top Customer Service Technology

    Among the many call center solutions made available today, Software-as-a-Service (SaaS) is rising as one of today’s most popular, especially for delivering premium customer service. In fact, according to a recent whitepaper released by Forrester Research, nearly 70 percent of organizations are either currently using SaaS solutions for “horizontal business processes,” such as customer relationship management (CRM), or are...

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  • Does Your Virtual Call Center Go Beyond the Basic Phone Call?

    For years, we’ve heard the main claim to fame for implementing a virtual call center: All you need is a person and a phone. While this is true, businesses looking to provide an enhanced and personalized customer service experience that goes beyond the basic or run-of-the-mill must be empowered with today’s more sophisticated technology on the market. This can...

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  • What Customer Service Improvement Projects Are You Prepared to Undertake?

    Research is now showing that call center managers and decision makers are being more selective than ever when it comes to what customer service improvement projects they’re willing to undertake. This is pretty understandable; so far in 2013, there have been a multitude of top trends and opportunities made available that can help companies craft a solid roadmap for...

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  • What’s on Your Customer’s Call Center Wish List?

    Any well-seasoned call center agent knows that it’s easy to think of customers in regards to the problems that they bring. It’s important to always remember that customers are people, too, and each one is unique—a fact that can lead to some of the more interesting and challenging aspects of the call center environment. Let’s take a look at...

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  • The Importance of BYOD Security for Virtual Call Center Agents

    As mobility rises in the customer service arena, call center managers need to keep both their mobile customers and employees satisfied with easy-to use, integrated solutions and applications. This is especially true in the case of the virtual call center, where the practice of bring-your-own-device (BYOD) continues to trend. Though this option opens up freedom for employees to work...

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  • Enhancing the Customer Experience Amidst the Internet of Things

    No matter what the industry, there is no doubt that customer service is changing and being influenced by the Internet of things (IoT). In no small way, this directly impacts the perceived and real experience of using call center software. As customer service becomes increasingly reliant on the Internet, it is important for any organization with a hand in...

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  • How Stressed Are Your Call Center Agents?

    Transparency is a quality more and more called for by customers, but it can have a positive impact on employees, as well. Monitoring and countering the stress levels of employees can be made simple by the sole act of an enterprise being actively transparent. Stressful workplaces are nothing new, but it is a problem that time-and-time-again presents itself. The...

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  • Just How Many Customers Can You Lose Out on Without First Call Resolution?

    Everyone in the business world knows that time is money, which is exactly why it’s essential to optimize your call center operations and initiatives – especially when it comes to first call resolution (FCR). FCR should be an integral part of your call center operations and objectives. Research has shown that just a one percent improvement in first call response...

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