In the IT Industry, automation processes have a huge role to play. They don’t only massively help and cut-short gruelling manual hours of labour, but also adds precision and accuracy in almost all tasks. Continue reading “How to Avoid the 5 Most Common IT Automation Pitfalls”
5 Cross-selling and Upselling best practices for Contact Centers
Gone are the days when contact centers revolved around traditional voice centers. This is the age of multi-channel support centers. This change accounts for ever-increasing customer interactions on a daily basis and hence is considered as one of the most important aspects of generating sustained ROI. Continue reading “5 Cross-selling and Upselling best practices for Contact Centers”
Clash of Startups: Cockroaches Vs. Unicorns
“Cockroach” and “Unicorn” startups have been making rounds in the startup and investors realm for a few months now. And trust me when I say this, founders prefer their startup to be called a cockroach for all the right reasons. Cockroaches make people squeamish, but not startups.
Cockroaches have been around a long time, almost 300 million years, which means they were here since dinosaurs ruled the earth. They’ll even probably outlive humans. Similarly, cockroach startups are resilient, known to be recession-proof, know exactly where to invest their money and keeps survival at the core of the business strategy. Continue reading “Clash of Startups: Cockroaches Vs. Unicorns”
How Change in Call Center Culture can Root out Negativity
Work culture inside a call center necessarily means a state where employees would love to come to work and have pleasant interactions with customers. If the work culture in a call center is not good, the employees will not feel motivated to come to work. This, in turn, can have negative consequences in the long run.
Continue reading “How Change in Call Center Culture can Root out Negativity”
9 Crucial Reasons Why Call Center Agents Prefer to Leave Their Workplace
Businesses put a lot of importance on their equipment and do their best to not wear them out too quickly. However, many call center companies are not as careful when it comes to their employees. They see high burnout and attrition rates and don’t take enough time to figure out the root causes. If you work at a contact center with the following problems, you should address them as soon as you can. Continue reading “9 Crucial Reasons Why Call Center Agents Prefer to Leave Their Workplace”
Customer Service Trends that the Experts Saw in the Crystal Ball a Few Years ago
Often, it is not easy to predict the future. Despite that, it really makes sense for the business leaders to have a proper business plan in place. It will also help them in securing the funds that are necessary for procuring investments, as well as make the required changes in the structure of their organization.
Since the last few years, it has been observed that customers have become extremely savvy as they are making extensive use of social media for talking about their brands. Customers have been also using their smartphones increasingly for interacting with the organizations whose products or services they have been using. Continue reading “Customer Service Trends that the Experts Saw in the Crystal Ball a Few Years ago”
How to Increase Productivity Of Call Center Agents
“Concentrate all your thoughts upon the work in hand. The Sun’s rays do not burn until brought to a focus” ― Alexander Graham Bell
The term ‘productivity’ is a synonym for ‘professionalism’, no matter where you go in service industry. In the ever so dynamic call center industry, agent productivity is classified as the most important parameter to rate, judge and either help you climb up the corporate ladder or drag your feet and slide you down. If you are working in a contact center, the stakes are really high for your manager or your supervisor to monitor and enhance your productivity. Continue reading “How to Increase Productivity Of Call Center Agents”
How to Minimize Call Center Gossip and Enhance Productivity
Gossips on the call center floor or outside the office premises are equally unavoidable, and are bound to take place no matter how hard the management tries. Gossips in a call center can be regarded as a necessary evil as it has both negative and positive effects on call centers’ performance and productivity.
Continue reading “How to Minimize Call Center Gossip and Enhance Productivity”
Give your New Call Center a Head Start
Do you want to give your new contact center a head start so that you can deliver well and have smiling customers? Check out some of the criteria to achieve your goals.
Why Customer Effort Score is the Best Metric to Measure Customer Service
If you are associated with a contact center, you may have heard about the term CES or Customer Effort Score. This is a metric that has gained immense popularity lately as it measures the various transactions that sum up to create a good or bad customer experience. Continue reading “Why Customer Effort Score is the Best Metric to Measure Customer Service”
