Critical Call Center Skills When Selecting a Partner
Choosing a good call center partner is essential for improving your customer experience and driving brand loyalty. But with so many options for call center or contact center support, which skills should you prioritize? Different call centers and customer service teams may specialize in different strategies, or have teams with a variety of skills. Your […]
B2B Customer Service Strategy Guide
Achieving excellence in business-to-business (B2B) customer service (CS) requires expertise across numerous fronts. While CS is only part of the larger customer experience (CX) system, it requires understanding the human nuance of your customers’ interactions and communication—their unique challenges and pain points. Providing the best level of B2B CS means having the underlying technology to […]
Call Center Rates and Pricing
Nothing is more crucial to running an effective customer support system than managing rates and pricing. Without timely paychecks and worthwhile incentive systems for exceptional workers, employee motivation drops rapidly, and subsequently, call center attrition increases. Before establishing or revamping your call center, you first have to consider your pricing model and the functions of […]
How to Outsource for Efficiency: BPO for Accuracy and Economy
Think of the in-house resources you’d need to handle the task of entering and auditing information for 10,000 sales contracts per day. For starters, you’d need to budget for office space, employee salaries and benefits, hardware, software, and managers. Achieve BPO efficiency, outsource for accuracy & economy. Given all that, it’s no surprise that a […]
Seasonal Call Center Agents: Your Busy Season’s Beginning, Theirs Is Ending
A counter-seasonal call center strategy is the key to cutting costs, rapid ramp-up, and increased customer satisfaction. If you’re in a highly seasonal business, consider your business cycle and look for an outsourced call center without a lot of accounts in your same industry. Look for one whose inbound call volume is low while yours […]
KPI 101: Call Center Workforce Management Metrics
Start measuring performance by creating a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements. Key performance indicators (KPIs) are displayed on a dashboard that allows customer service managers to assess performance and to determine needed changes, such as increasing or decreasing staffing. Call […]
Top 2022 CX Trends That Will Impact Your Holiday Season
The Importance of Regulatory Compliance in Business
All organizations must adhere to a set of guidelines, rules, and regulations that are specific to their industry as part of their operations. Violation of these standard regulations often results in lawsuits, federal fines, and social media backlash. But compliance is often a moving target. Government regulations change. Best practices evolve to meet changing technology. […]
5 Workforce Management Benefits for Contact Centers
Staffing numbers are critical in balancing costs and the quality of customer experiences. Workforce Management (WFM) is the discipline used to optimize cost and quality. WFM involves forecasting contact volumes by channel or interactions, staffing during the term, the production of schedules and reporting and analysis of data that allow management to deliver on its […]
What are the Benefits of an Inbound Call Center?
Inbound call centers have a large number of benefits, depending on your company and brand goals. In short, inbound call centers will be optimized to receive and resolve incoming customer communications, identifying customer needs and providing solutions that improve brand trust and loyalty. Who Needs Inbound Call Centers? Luxury brands leverage inbound contact center services […]