Call Center Agents

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Top Attributes of an Outstanding Call Center Agent

Call center agent is often a thankless job, angry customers yell and blame them for their dissatisfaction. The agent faces more of humiliation than appreciation, it gets grueling and frustrating. The customer service job is selfless because when they get a favorable response it is not acknowledged to them, it is the company that gets …

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6 ways Motivation Helps in Reducing Call Center Attrition

Call center attrition rate has always been a concern for contact centers. Due to this, contact centers have always been under cost scrutiny. Agent churn has a major impact on the work aura, yield, and performance metrics. Every time a trained agent leaves, fewer are left to ensure optimum level of service, and in this …

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6 Tips to Improve the Productivity of Your Call Center Agents

We all are aware of the fact that contact center services have a huge part to play when it comes to improving an organization’s productivity and efficiency. And in order to drive the productivity improvements we do need to pay attention towards the call center agents and how consistently we could achieve the best out …

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How Call Monitoring and Scoring Helps Contact Center Agents

Call monitoring and scoring in contact center plays a crucial role in providing  valuable insight on customer’s needs for making more informed business decisions. Contact center managers are increasingly using monitoring and scoring in order to enhance the performance of agents for improved levels of customer service, thus increasing the overall efficiency and profitability of …

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What Not To Do During Your First Customer Support Call?

Customer Support Call might seem to be playing the tiniest role, but originally it is the initial stage where the bond between the customer and the company is created. People call them only either when an issue arrives or any information is required regarding the company’s product. People of different nature come in contact of …

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5 Questions You Must Ask Call Center Agent Applicants

Customer service in the digital era is more than having patience and a ready smile- even though it is critical to have them both. Working in a call center demands a lot of talents, mostly which are not limited to customer service requiring managers to ask the right questions before hiring applicants. Call center managers …

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How Gamification Boosts Call Center Performance

  A call center is all about providing an excellent customer experience by answering the questions of customers and solving their issues. If the call center agents have poor communication skills and fail to meet the expectations of customers, the call center may just lose its customers to the competitors. In order to provide the …

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5 Business Process Management Strategies for Contact Centers

5 Business Process Management Strategies for Contact Centers

Smooth operation of any business requires dedicated attention and constant innovation. Businesses operate on a tight budget and have to improve profitability and productivity. However, it is not easy and this is why smart businesses keep analyzing their progress on a weekly, monthly, quarterly, and yearly basis. Tracking the growth trajectory helps them focus on …

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