In a world that seems to be swamped with call centers, have you ever wondered how some manage to stand out – even thrive? One of the primary reasons is excellent leadership. A heavily-saturated marketplace is no match for a great management staff.

But how can you and your team achieve that same industry stardom? Here’s what you need to know about becoming a better call center manager and crushing your call center supervisor goals:

Owning and operating a call center, you undoubtedly know how important a good dialer is to your daily operations. However, many companies that rely heavily on their dialer end up suffering for it, because not every call center dialer is created equally. A dialer without the capabilities you need – or which malfunctions, even on occasion – can cost you dearly.

Here’s how to know how well your call center dialer is working for you and what to do if it’s failing you:

When you work in the field of call-based marketing or service, you undoubtedly hear the words “agent utilization” tossed around by management. What does this term mean? Why is it important, and what can be done to improve it? Here, we examine the basics of calculating agent utilization and putting this metric to work in your facility.

For most business owners and operators, scheduling is a priority. Ensuring that their workforce is available when they’re needed and that customers are being served is just part of creating a positive work environment and establishing good customer service. In the field of call center operations, though, scheduling is one of the most critical elements of business success. How you schedule your workforce can mean the difference between a booming call center and one that falls well behind the competition.

Few things are worse for business when you’re running a call center than call abandonment. An abandoned call is any type of voice communication in which the caller hangs up or disconnects before conversation actually takes place. Due to the nature of call center operations, inbound calls are always more likely to be dropped due to customer impatience and a variety of other factors.

Information security is the subject on the mind of everyone involved in even the simplest online transactions. Data breach after data breach hits the news headlines and consumer confidence in the information security infrastructure suffers. These increasing incidents of data security failures are not only hurting consumer confidence, they are also starting to impact corporate reputations and bottom lines. It is paramount that all managers take a closer look at data security – even in places companies might never look for a data breach. ChaseData has instituted a significant proactive security enhancement to out five-star call center platform software.

In the last decade or so, inbound marketing has gotten a lot of positive attention and press. Search any marketing blog, and you’ll see tons of puff pieces about how wonderful inbound marketing is. This style of reaching out to consumers in a way that feels organic and customer-led is certainly worth the praise it receives, but not at the all-too-frequent expense of outbound marketing. Too many professionals take aim at this more traditional method of marketing when it actually has far more merits than many modern marketers give it credit for.

Here’s what you need to know about outbound marketing in the modern day – including outbound lead generation best practices – and how to use the technique properly.

Whether you’re just getting started with setting up your call center or looking at making an upgrade to your software systems, you may be wondering what the differences between on-site and cloud-based software is – and which is best for your operation. Here’s what you need to know about the advantages of cloud-based call center software, as well as how and why to put it to work for your business.

There’s a reason many people shy away from sales jobs. No matter the market, working in sales can be tricky. When cold calling is your company’s technique of choice, it can be even harder to realize growth and achieve sales success – but it’s certainly not impossible.

When you choose a specialized agency to provide call center services to your organization, you have several choices. Aside from which agency to go with, you often have the options of inbound call services, outbound services, and those that combine each of these into a single facility. This is known as a blended contact center, and there are many benefits to choosing one of these facilities to handle your business’s calls. Here are just a few of the ways a blended contact center makes a significant difference for companies both large and small: