Commonly used in the telephony industry, skills-based routing is far from being a new concept. If you still haven’t rolled out this call assignment solution in your call center, this...
Content marketing can help call centers raise brand awareness, establish a credible image, and build new connections with prospective clients. Delivering high-quality content for your target audience must be one...
How well can your call center agents handle conflicts with customers? Conflicts are unavoidable during customer service interactions. Agents may encounter irate and frustrated customers, or they may run into...
A swelling number of companies are starting to offer longer weekends—three days, to be exact—to their employees. Can 24/7 call centers also pull this off? The idea of a 40-hour,...
Taking control over a conversation without offending a customer is one of the most important communication skills every support rep must master. For contact centers that receive an overflowing amount...
Strong and effective leadership is crucial in call centers. A management approach that suits your organizational culture and reflects employees’ interests can help reduce attrition and turnovers. Aside from this,...
The big data craze isn’t likely to quiet down anytime soon. It’s continuing to build a positive reputation for itself, as it helps organizations solve business-related problems in innovative ways....
The new year is always a good time to set new customer service goals and resolutions. During this time, most companies review their performance from the previous year and overhaul...
To meet consumers’ expectations and provide them an outstanding customer experience, you first need to know exactly what they want. Of course, the only way to do this is to...
Working as a customer support rep may seem like an unglamorous way to make a living. This job is often dismissed, though wrongly so, as dull and repetitive. Worse, even...
When agents leave, brands face constant hiring, long training cycles, and inconsistent service. All of these cau dents on customer trust and brand loyalty.
Outsourcing BPO support gives your team the bandwidth to focus on the full customer journey. Among many benefits, a strong #outsourcing partner can:
• Simplify every interaction
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Your #CX strategy deserves a partner who can deliver seamless, scalable support.
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