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How front and back office integration uplifts the customer experience

Believe it or not, your customers can tell when your front and back offices are poorly integrated. Call centers commonly focus most of their efforts, resources, and knowledge on improving customer service. As a result, back office concerns are often excluded or not fully incorporated in their customer relationship management (CRM) strategies. In the long […]

Should you remove AHT as a performance metric?

Is average handle time still relevant now that more and more customers expect personalized services? Many call centers have always included average handle time (AHT) in their primary metrics when determining their agents’ productivity and performance. As a call center metric, it refers to the average duration of a transaction, starting from the moment an […]

5 Tips for managing part-time contact center employees

Hiring part-time employees is becoming a common trend among contact centers. It’s indeed a more flexible arrangement, but the management aspect can be challenging. More and more call centers are hiring part-time workers as a flexible staffing solution to cut operating costs, especially during off-peak hours. With a team of part-timers, managers can also optimize […]

3 Types of consumer insights a call center must share with other departments

Using the data they gather from consumers, call centers can help transform brands. Gone are the days when call centers can afford to just be “transactional” organizations. In fact, if we take into consideration the rise of CRM and data analytics tools, they have no legitimate excuse to be stagnant. These technologies, which allow them […]

What ‘easy customer service’ means to consumers

Empowered customers are always on the move—from one gadget to another and from one brand to the next—as their standards continue to rise. What should you do to keep up? Perhaps we can attribute consumers’ rising standards of good customer service to technology and its unstoppable diffusion. As people’s options for contacting brands multiply, they […]

Keeping data integrity intact: Tips for contact centers

What happens when brands make decisions based on erroneous information? Call centers generate massive amounts of data every day. The big data explosion in these frontline organizations is effected by the use of multiple channels, allowing brands to interact with several customers at once. Generally, we’d say it’s a good thing. The more customer data […]

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