• 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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  • Handling the Evolving Customer Service Lifecycle

    As we all know, there are multiple stages of delivering customer service and satisfaction. For anyone in the call center industry utilizing a virtual solution, it’s imperative for employees to understand the unique phases associated with the customer service lifestyle to provide the best service possible. These stages include: ·         Awareness: When a customer becomes aware of a need...

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  • What Call Center Managers Can Learn from QSR Customer Spending

    Everyone likes good service, but for quick-serve restaurants (QSRs), quality service is core to their business model. According to the Empathica Quick Serve Restaurant Benchmark Survey, highly satisfied customers not only return to QSRs often, but they are four times more likely to recommend their favorite restaurant to family, friends or colleagues. Needless to say, it’s critical that QSRs...

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  • How Agents Can Prepare to Best Serve Customers

    There is nothing better than the feeling of entering a restaurant without knowing what you want and having a waiter walk you through the entire meal. Even when you are unsure of what you want, a great waiter will help you arrive at your decision. For call centers, this is the type of approach that is necessary to best...

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  • Three Customer Service Misconceptions Debunked

    A company always needs to be on the cutting edge of the latest service trends so that it does not fall behind or become known for antiquated service practices. The fact that customer service demands are always changing is a great thing; it provides ample opportunity for your company to grow, however, it can also be one of your...

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