Average Handle Time (AHT) is one of the most critical call center metrics that measures the average duration of contact between an agent and a customer. It assesses the efficiency of a call center with an aim to improve agent productivity and customer satisfaction. Maintaining a low AHT signifies good performance and hence boosts customer satisfaction score (CSAT).
Continue reading “10 Ways to Reduce Average Handle Time in a Contact Center”
The call center agents are front faces for any business. Brand image can be enhanced or deteriorated by a simple interaction, that is why they are responsible and accountable for client experiences. On top of it, keeping it cool with difficult and angry customers is a real challenge which they come across very frequently. Hence, it can become quite a depressing job at times. But by adapting certain skills an agent can learn how to tackle a challenging person. Here are the tips to be followed:  Continue reading “Tips for Call Center Agents to Deal with Difficult Customers”
Contact center is the front line for handling customer inquiries. Organizations must understand the need and importance of contact centers in order to strategize their business growth. Contact centers conÂtribute to the company’s goals in many valuÂable ways, most notably in reinÂforcÂing the company’s brand and in increasÂing cusÂtomer loyalty. It is necessary that they deliver the best possible customer experience to minimize the customer churn.
Continue reading “7 Worst Contact Center Practices that leads to Bad Customer Experience”
 Call centers are possibly the world’s toughest work environment, and there might be a few agents and managers that might term it as a living hell. Having to deal with frustrated callers, strict work schedules, penny-pinching management and super-high expectation don’t make it easier for them. To work in a call center as a manager can be very stressful, to say the least. As any manager will tell you – call center management is not for the weak hearted! Continue reading “Top 5 Challenges Call Center Managers Face Today”
Like every other department in an enterprise, contact centers also face the pressure to minimize the company’s operating costs. This puts the management in a dilemma of how to cut expenses without sacrificing customer satisfaction. Contact center needs tremendous manpower in order to fulfill the demand of the customers. Even after appointing a large number of people, it is not possible for the company to attend to every customer. And if the customers don’t get through the call, the company’s image declines in their eyes.
Continue reading “How IVR Reduces Cost and Gains Productivity for the Business”
Contact Center industry is evolving every year with rapid changes in customer expectations, technological advancements, processes and intensity of competition. It is crucial to be proactive and well-prepared to sustain in this somewhat unpredictable industry.
Continue reading “30 Significant Contact Center and Customer Service Statistics”
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Competing on price isn’t the most powerful way to build a permanent business in today’s challenging environment. What matters the most is the kind of customer service and satisfaction level that your organization is providing to the customers. Customer service is the base of any organization. It is all about taking care of customers before, during and after a purchase and hence is considered as the most important part for nurturing the ongoing client relationships.
Continue reading “Top 5 Skills Your Customer Service Team Needs”
Business leaders have realized that “getting closer to the customer” is crucial to the survival of a business, and moreover, the most critical competitive differentiator and business performance optimizer. In today’s competitive economy, customer centricity is not aspirational – it’s a necessity. Continue reading “Become the Master of Customer Experience [Infographic]”
Organizations must understand the role of customer satisfaction for creating new customers and retaining the existing ones by increasing their loyalty for the brand. These loyal customers not only provide you with consistent business but also with a lot of referrals.
Continue reading “Customer Satisfaction as a Key Business Metric”
A call center agent’s job is one of the most challenging, yet rewarding and most imperative. From taking orders to providing customer support, sticky situations arise. But how you handle it all can make a difference between creating loyal customers and losing business.
Whether the call center is small or large, it has two agents or two hundred plus, it all starts with the right call center training. Every rep who answers a call should be undergoing a training session. It is an ongoing process that should never stop. Customer care agents should be guided on how to manage both inbound and outbound calls. The situation varies in both cases; the former is providing information and handling complaints, whereas the latter involves selling business.Â
Explore Call Center Software to manage Inbound and Outbound calls efficiently.
Continue reading “A Comprehensive List of Do’s and Don’ts for Call Center Agents”
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