• 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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  • Preventing Your Call Center from Getting Terrible Reviews

    For call centers, a bad review is not the same as it used to be. Up until a few years ago, a customer called in, complained, and not much happened outside of the discipline enacted on an employee in question. How things have changed. Now, call centers have another factor to consider—social media. A complaint will live across multiple...

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  • Realizing the Impact of Employee Retention and Recognition

    Any customer-savvy call center manager knows that his or her employees are not just numbers or statistics. Your staff – no matter how big or small – comprises the heart of your business. It’s one of your company’s most valuable assets (after all, the way you treat your employees is a future reflection of how they will treat your...

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  • Quick Tips for Keeping a Smile on Your Customer’s Face

    Every call center is swimming neck deep in a sea of customer engagement strategies, methods and approaches – some of which work better than others and some that don’t work at all. We all know that great customer service – supported by great call center software – is the foundation of any flourishing organization. Every manager or decision maker...

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  • Call Center Agent Collaboration – What You Need to Know

    In any organization that discusses and handles any number of clients, the importance of call center software cannot be understated. However, this shouldn’t be considered a benefit that is only seen from the client’s side. The benefits that this software offers agents and enterprises that successfully integrate it is just as, if not more, important. The possibilities and opportunities...

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  • Why Your Call Center Software Needs Video Conferencing

    Video conferencing is normally associated with entertainment and benefits that align more with personal, rather than professional, use. However, when implemented as a form of call center software, brands can see how this technology can easily be used to help increase customer engagement and provide the positive and valuable service they strive to deliver. How so? Customer service involves...

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  • The Importance of Supporting Self-Service

    Call center managers should be on the hunt for advanced interactive voice response (IVR) support in their call center software because so much of a customer’s experience is handled by the customers themselves. While on the surface this may appear to be a cold business move, research shows that utilizing IVR technology has become the preference of many clients....

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