A call center environment is usually very noisy. Agents consistently on the phone with the customers, agents conversing with each other, and so on, contribute to the noise factor. While noise is integral to the collaborative atmosphere of a call center, it may make for an unpleasant experience for the customer, as well as for an agent on a call. Continue reading “Tips to Select the Best Headset for your Call Center”
5 Factors to Consider in Assessing your Inbound Call Center Software
Is your inbound call center relying heavily on your software solution? Have you encountered instances where your software failed and caused inconveniences to your business operation?
If you’ve answered yes, then it’s time to evaluate your current software’s capabilities and maybe consider making an upgrade too. Continue reading “5 Factors to Consider in Assessing your Inbound Call Center Software”
10 Points to Consider While Drafting a Call Center Script
The primary purpose of a good call center script is not to sound scripted to the customer, isn’t it? However, many a times we get swayed with monotonic languages that we forget the relevance of crafting a good scripts.
Customers should feel that the agent is having a real conversation with them, rather than running through a script. Therefore, a good agent with a good script will be able to make the script invisible to the customer. Following are some points to consider while developing a call center script.
Continue reading “10 Points to Consider While Drafting a Call Center Script”
Customer Experience Management – A Complete Solution For Brand Building
When a customer gets associated with your business, their transaction isn’t just about paying for a service and walking out. There is certainly more to this relationship.
‘Customer experience management’ is one such parameter, which optimizes interactions from the customer’s perspective and as a result, fosters customer loyalty. Continue reading “Customer Experience Management – A Complete Solution For Brand Building”
How Computer Telephony Integration can benefit your Call Center
Sure you want to upgrade your call center to better suit the rapid pace of modernization but you haven’t yet considered Computer telephony integration (CTI). It can be safely assumed that you have undermined a key aspect of the modern call center.
Continue reading “How Computer Telephony Integration can benefit your Call Center”
7 Tips To Reduce Customer Escalations with Helpdesk Software
Every call center agent has this one nightmare – ”I want to speak with your manager.” Sounds familiar? Well, customer escalations take away the essence of great customer experience for everyone. Customers can be demanding and might tactfully use escalations to get faster resolutions and quick attention. This makes situations messy for a number of people.
Continue reading “7 Tips To Reduce Customer Escalations with Helpdesk Software”
Meet the Millennials aka The New Gen Call Center Agents
Meet the Millennials, also known as Gen Y, Next Gen, Echo Boomers, the Baby-On-board Generation, Screenagers, Facebookers and many more. Whatever you choose to call them, they are nearly 98 million young adults born between 1980 and 2001 who have already joined or are preparing to join the workforce.
Continue reading “Meet the Millennials aka The New Gen Call Center Agents”
Real-Time Supervision: Predict and Act Before Things go Awry
In our everyday lives, we usually tend to be reactive rather than proactive. At present times, not being proactive has the ability to wreck havoc, especially if you are a part of the contact center industry.
Continue reading “Real-Time Supervision: Predict and Act Before Things go Awry”
Beef up your Call Monitoring System with Customer Intelligence
National Football League and Major League Baseball coaches spend a lot of time in the film room playing the team’s recent games to create a new gameplan and also identify the weakest link in the team. This works for call centers too. Call center agents don’t run across the field with a ball to score a touchdown, but when an irate customer hangs up a call as a satisfied customer, it definitely counts as a touchdown. Continue reading “Beef up your Call Monitoring System with Customer Intelligence”
How to Set-Up a Call Center With a Limited Budget
Are you setting up a call center for your own business? Or maybe planning to provide call center services to other businesses as a service? In that case, the cost required to set up a center is something you should take note of. For companies, big and small alike, a call center is a cost center. Continue reading “How to Set-Up a Call Center With a Limited Budget”
