Your agents are at the heart of your call center operations, driving customer interactions that can lead to increased retention and revenue. Without a clear strategy to support and train the agent base, your call center risks high agent attrition rates, leading to higher costs, lower performance, and poor customer ...

The contact center serves as the primary interaction point between you and your customers. To drive success, you must be able to deliver the optimal customer experience. Learn what steps to take to build an effective contact center that will enable you to consistently deliver excellent customer service. Download your FREE ...

The last thing any business wants is customers calling back repeatedly, growing more frustrated each time, just to get a seemingly simple issue resolved. Improving first call resolution is one of the most important aspects of call center operations, and it’s definitely something that all your agents need to be ...

Managing your agents’ productivity can be difficult whether they’re on-site or not, especially if you’re outsourcing your call center. So how can you manage employee satisfaction while still getting the most work out of them while they’re at the phones? There are a number of ways to improve productivity in ...

The most important aspect of call center operations is delivering a satisfying customer experience to callers, but that isn’t always easy to achieve. For those businesses that use the call center to field questions and comments from customers, here are a few examples from different industries of companies that changed ...

Cloud-based computing and software is gaining a lot of ground in the business world, and you don’t want to be left behind in your competitors’ dust. Research shows that call centers that have taken advantage of cloud-based software solutions are beating out the competition in everything from customer satisfaction to ...