ChaseData Call Center Software Blog

Adding Contact Center Training into an Agents’ Daily Routine

Posted by Ahmed Macklai on Apr 18, 2019 7:30:00 AM

Keeping your call center employees on task is perhaps one of the most important factors in creating a productive contact center environment. However, contact center training is also critically important to improving the performance of those employees, but how can you balance keeping your staff focused while providing ample opportunity for training in their schedule?

Here, we will examine a few ways to add more opportunities for contact center training into your agent’s everyday routines – all without sacrificing the productivity or efficiency your call center’s performance depends on.

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Topics: Call Center Management

Sales Cold Calling Techniques That Work, When Done Right

Posted by Ahmed Macklai on Apr 16, 2019 7:30:00 AM

Finding cold calling techniques that work for you and your team may seem like finding a needle buried in a haystack. When you consider the vast number of ideas, techniques, and strategies that do not work, it is easy to get discouraged in your search to find the ones that do. Use the tips and tricks outlined in this guide to enhance the strategy, structure, and success of your cold calling protocol:

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Topics: Call Center Management, Cold Calling

GET UNDERPERFORMERS UP TO SPEED: COACHING CALL CENTER AGENTS

Posted by Ahmed Macklai on Apr 11, 2019 7:30:00 AM

Most agents don’t start out as superstars, though they can turn into them over time. With training and guidance, though, that can happen much sooner. To effectively coach your agents, here are a few tips and practices to try out.

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Topics: Call Center Management

The Cost of Poor Customer Service and How You Can Turn that Around

Posted by Ahmed Macklai on Apr 9, 2019 7:30:00 AM

Not sure whether you’re offering expert customer service? The cost of poor customer service is staggering. According to Forbes, bad customer service cost businesses about $75 billion in 2017, the latest figures show. And that number is up $13 billion compared to the previous year.

All that underscores why it’s more important than ever to provide the best possible customer service. If you don’t change the way you interact with customers, then you’re hurting your business. Here are seven pitfalls to avoid, and what you can do to resolve those issues. 

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Topics: Call Center Management, Call Center Operations

Happy Call Center: Tips for Making Your Workplace Better

Posted by Ahmed Macklai on Apr 4, 2019 7:30:00 AM

Are your employees happy?

That’s an issue that may be a low priority, but in today’s work atmosphere, it’s an issue that should be first and foremost on a manager’s mind. The reason? A happy call center employee is a hard-working and productive employee – and is someone who is more likely to stick around for years to come.

It’s important to track results and monitor your performance to make sure your organization retains a competitive edge over the rest of the players in the market. However, worrying too much about your bottom line can mean neglecting your employees.

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Topics: Call Center Management, Call Center Operations

How to Deal with Difficult Customers on the Phone

Posted by Ahmed Macklai on Apr 2, 2019 7:30:00 AM

It was a challenging morning. You took a lot of calls, and while none of them was particularly bad, they each seemed to require something unusual to solve their problem. Nobody was unpleasant, but nobody thanked you either. You took your lunch break to try to reset, and now you’re feeling better and ready to get back to your support role. Before you can even get your greeting out, the yelling begins—your first post-lunch caller is angry and is ready to fight about it with you.

How to deal with difficult customers on the phone? What can you do in situations like this? How can you try to diffuse the situation if needed and hopefully bring the call to a positive conclusion? Let’s go through four fundamental techniques that will help you learn how to deal with difficult customers on the phone.

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Topics: Call Center Management

Five Ways to Take Advantage of Sales Call Followups

Posted by Ahmed Macklai on Mar 27, 2019 10:36:58 AM

Phew—that was one of the longer calls you’ve taken in recent memory. You worked with that customer for what seemed like an hour. Thank goodness they weren’t too upset when they called, but their problem was certainly unusual and convoluted. It took quite a bit of explanation to understand what was going on, and you had to involve one or two other colleagues to get things figured out. There’s still more to do with followup of course, but you got over one hurdle—now all you have to do is all your after-call tasks, which can sometimes feel like an even bigger challenge. Do you wish there was an easier way to get your after-call work done so that you can close out a call properly but then move to another more quickly? Let’s run through five ways to make those sales call followup tasks go faster, get done more easily, and be more beneficial to you or other colleagues.

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Topics: Call Center Operations

Guide to Improving Customer Experience to Increase Sales

Posted by Ahmed Macklai on Mar 25, 2019 7:30:00 AM

Those in the call center industry know that keeping consumers happy is the driving force for success. After all, consumers are what keep contact centers in business!

Regardless of whether a consumer is calling with a question, a concern, a complaint, or something else entirely, it is important to make them feel heard, understood, and valued. This may be referred to as providing a good customer experience but is sometimes also referred to simply as providing good customer service.

What is customer experience and how important is it to the modern call center? What can be done toward improving customer experience to increase sales and drive other important metrics forward? These and other important questions are some you can’t afford to spend the rest of this year without finding the answers to – and we have them all right here!

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Topics: Call Center Management

Top 3 Healthcare Call Center Metrics to Focus on Now

Posted by Ahmed Macklai on Mar 22, 2019 7:30:00 AM

Every industry has specific metrics that are important in determining success when it comes to call center operations. What might mean a successful month in the field of sales will mean something entirely different in the world of customer service, and so on.

Nowhere is this variance more evident than in the industry of healthcare and medicine. Healthcare call center metrics are some of the most specific to their field. They are also some of the most important for those in the field to identify and track to determine success and create the potential for improvement and growth.

Let’s look at three of the most important healthcare call center metrics your facility should be tracking, as well as how they impact your success. You might be surprised at just what an influence these metrics have on your ability to provide consumers with a great experience – and your center’s ability to be productive!

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Topics: Call Center Management

Benefits of Live Agent Service vs Customer Service Chatbot

Posted by Ahmed Macklai on Mar 20, 2019 7:30:00 AM

Working in customer service today is very different than it was a generation ago. People don’t always want to have long, drawn-out conversations with customer service agents – nor do they have time to. Still, there are merits to providing quality customer service to your consumers on an individual basis. Here, we’ll examine ways to balance today’s automated service techniques and the advantages of live interaction with real representatives.

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Topics: Call Center Software, Call Center Operations

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