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Ahmed Macklai

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How Using Predictive Dialer Software for Accounts Receivable Increases Settled Accounts

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

Working in debt collection means contacting people who don’t want to be contacted. Whether people are actively avoiding their debts or have simply forgotten them, reminding them that they owe your company or one that you are partnering with money is bound to elicit a reaction. Too often, that reaction is a negative one.

However, that doesn’t mean that debt collection efforts can’t be successful. In this industry, call quantity rules even over quality. This makes predictive dialer software for accounts receivable a natural choice.

Here’s more about why:

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Topics: Call Center Software, Predictive Dialer

Fix Call Center Customer Satisfaction

Posted by Ahmed Macklai on Dec 6, 2019 7:30:00 AM

When it comes to call center customer satisfaction, there are many ways to improve your company’s approach. However, there are perhaps just as many - or perhaps even more - ways to sabotage your own success.

Here, we’ll show you some of the things your contact center might be doing to let your customers down - and how you can fix them.

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Topics: Call Center Operations

How to Humanize Your Automated Call Center

Posted by Ahmed Macklai on Dec 5, 2019 7:30:00 AM

When it comes to customer service, a personalized touch is something that consumers appreciate. However, an automated call center may struggle to provide this. Technology may seem counter-intuitive to human interaction and experiences, but it doesn’t have to be.

How can you provide a believably human and personalized experience for your consumers when they call your automated call center? Here are some tips for making customer service more authentic and humanizing your center regardless of technology:

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Topics: Call Center Operations

How Remote Call Center Agents Weather-Proof Your Contact Center

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

For many parts of the world, November and December mean that winter is on the horizon. For those same regions, winter weather can mean anything from cold, biting wind and rain to mountains of snow.

If your contact center is like most businesses, you wonder and worry about what this approaching inclement weather might bring in terms of employee absences. What will happen if the bulk of your employees can’t make it to work one day? It isn’t good for business - or even possible - for your center to close on these days. Consumers will still be calling and expecting top-quality experiences and service when they do.

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Topics: Call Center Operations

The Season of Plenty (of Customer Service Tickets)

Posted by Ahmed Macklai on Dec 3, 2019 7:30:00 AM

November is the heart of autumn and is often referred to as the season of plenty. The overflowing cornucopia that sits at American Thanksgiving tables is a fantastic visual representation of this. However, if you work in retail - or in the closely-related field of customer service - you know that this time of year is more like the season of plenty of customer service tickets!

Handling all of that increased call traffic can be stressful - especially if your contact center isn’t properly prepared. Here’s what you need to know about the boom in customer service tickets you can expect this season and how to give every person who calls your center the best possible experience.

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Topics: Call Center Management, Call Center Operations

Creating an All-Seasons Call Center Disaster Recovery Plan

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

Every year, the news is filled with winter weather tragedies. While serious issues like loss of life are not common as a result of snow and ice, the temporary closure of businesses is frequent. Major companies often see their facilities shut down in the wake of winter weather - and many people’s paychecks suffer a result.

Modern call centers utilize technology that is meant to withstand the problems that might compromise traditional telephony, such as VoIP (voice over internet protocol). But what happens when internet connections are hampered by inclement weather?

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Topics: Call Center Operations

How Outbound Calling Software Streamlines Agent Productivity

Posted by Ahmed Macklai on Nov 29, 2019 7:30:00 AM

Productivity is perhaps the most important factor in success when it comes to being a contact center agent. The more calls you can make - correctly - the better suited you are to working in an outbound center. Quick fingers and quick minds make great agents!

However, there are plenty of tools and technology that make being a successful agent easier. One of the key elements of making enough calls in an outbound center is the right outbound calling software. In most of today’s centers, automated dialers are responsible for helping to make things happen.

What kind of automatic dialer could your center make the best use of - and what kind of impact would it have on your agents’ productivity? When you make the right choice of outbound calling software, the answer is a positive impact - one that you might have never seen coming!

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Topics: Call Center Software, Predictive Dialer

Does Your Facility Need Inbound Call Management Services?

Posted by Ahmed Macklai on Nov 27, 2019 7:30:00 AM

As a call center owner or operator, you want your facility to have the best tools and technology to meet consumer needs. Working in an inbound call center typically means working customer service, so it’s only natural that you would want to provide your agents with everything they need to keep callers happy and satisfied with their experience. But is there something your center is lacking?

If you aren’t currently implementing solid inbound call management services, consider the following information on the big benefits for both the customers you serve and the business you’re running. There are so many reasons why inbound call management services are not just a good idea for your facility - they’re a vital part of your success strategy!

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Topics: Call Center Management

Call Center Scheduling Tips for the Holidays

Posted by Ahmed Macklai on Nov 26, 2019 7:30:00 AM

The winter holidays are the most stressful time of year for many businesses. This is certainly true of contact centers, especially given that so many inbound call centers are in the field of customer service. During the holiday season, consumers will have questions, complaints, and concerns about everything from gift orders to unclear product instructions and even returns.

With the massive seasonal influx of call traffic your center is likely to receive, how will your call center scheduling rise to meet the challenge? Here are some tips to keep your center well-stocked with agents when the occasion calls for it - as well as how to avoid wasted labor costs when traffic dies down again.

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Topics: Call Center Management

Brace Yourself for Black Friday with Solid Inbound Call Management Services

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

Ah, Black Friday. Once an unofficial American-exclusive holiday, this day-after-Thanksgiving kickoff to the holiday shopping season has gained traction in recent years all over the world. It seems that everyone wants to get in on the fervor - and possible frustration - of the season.

If you work in an inbound contact center, you understand the challenges that Black Friday, Cyber Monday, and other major retail event holidays can put on customer service representatives. There are so many reasons why the phone lines are endlessly busy during these days - but only so many human call center agents to field all of those calls!

When you’re looking to prepare your facility for the comping of the Christmas shopping season, you need solid inbound call management services. Here are some tips for implementing these services in your center this year - as well as how to navigate the most wonderful and potentially stressful time of the year!

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Topics: Call Center Management

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