ChaseData Call Center Software Blog

Ahmed Macklai

Recent Posts

Could You Be Making Better Use of Call Center AI?

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

Artificial intelligence may sound like something out of a science fiction movie, but it is actually a commonly-used tool in today’s contact center. However, call center AI is different than what you might expect when you hear the term.

Here, we’ll give you an in-depth look at what call center AI entails and what applications you could be using it for. Don’t miss out on the many uses for this technology - read on to learn more!

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Topics: Call Center Operations

Preparing for the Upcoming Call Center Peak Seasons

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

If your facility is like most, you’re always working on solutions for handling call center peak seasons. However, you may not yet be in the frame of mind to prepare for the holiday rush. After all, it’s still August! Something you may not have considered, though, is that the best-prepared contact centers use the entire calendar to prepare for the holiday season.

Before the first leaves of autumn reach the ground or the first snows of winter fall, make sure your contact center is ready for the major rushes in customer service that come with big days like Black Friday, Christmas, or Boxing Day. Preparing now for call center peak seasons and they won’t give you any trouble when the calendar page turns!

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Topics: Call Center Management, Call Center Operations

Call Center Channel Alternatives to PHONE CALLS

Posted by Ahmed Macklai on Aug 15, 2019 7:30:00 AM

Call, text, or chat? If you’re like a growing number of people these days, your answer might be anything other than the first option.

While the vast majority of the population in countries like the United States and the UK own a cell phone - 96%, as of June 2019 - an ever-increasing number of those people opt out of phone calls. 81% of the population in these same areas own smartphones. Nearly one in four of these smartphone users say they rarely or never use their phone for actual phone calls. Instead, they opt for text messaging services or instant messaging applications.

Where does this decline in phone call preference leave the call center? Some experts fear that it might mean the imminent death of the industry. However, most agree that it simply means adaptation is needed. Here’s how your facility can evolve along with the trend toward less phone usage by consumers. (Here’s a hint: It involves call center channel alternatives!)

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Topics: Call Center Operations

10 Tips to Reduce Call Center Turnover

Posted by Ahmed Macklai on Aug 13, 2019 7:30:00 AM

Are you getting tired of learning new names and training new faces at your contact center? Employee turnover is one of the biggest problems in the world of the modern call center. It can be a drain on resources and time - and can chip away at a business’s bottom line.

If you’re looking for easy ways to reduce call center turnover, here are ten that can help you keep attrition down - and employee morale up!

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Topics: Call Center Management

What is an Outbound Dialer?

Posted by Ahmed Macklai on Aug 8, 2019 7:30:00 AM

How many calls do your call center agents make per day? If your center is like many, the number would be staggering to anyone outside the customer service or sales industries. However, it’s just part of everyday operations at your center - and that may be part of what’s wrong with your facility’s productivity.

You see, if you don’t have an automated outbound dialer in place, your agents are making all of those many calls by hand. Every contact they reach out to must be chosen from a list, their number identified, and then manually dialed. This may only take a minute or so for each contact. But with dozens or even hundreds of calls being made by each agent every hour, those minutes quickly add up. That lost time is lost productivity and profitability for your center.

Here, we’ll look at how using an outbound dialer in your contact center can mean the difference in marginal profit and booming business for your company - and how to get your hands on the best in the industry.

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Topics: Call Center Software

Staying on Top of Agents with a Call Monitoring System

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

Have you ever wished you could hold your contact center agents’ hands throughout their days and guide them through their calls and daily operations to improve their performance? Just imagine how much more could get done and how much better things would be! With today’s technology - like the call monitoring system and other advancements - that kind of guidance isn’t a dream. It’s a reality that many contact center management teams are using to create better, more productive teams and happier customers.

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Topics: Call Center Software, Call Center Management

Keep Them Coming Back - Customer Loyalty Strategies

Posted by Ahmed Macklai on Aug 1, 2019 7:30:00 AM

In an industry that increasingly focuses on speed and efficiency, customer service remains a struggle for many contact centers. Not only are consumers often left feeling ignored by call centers that focus too much on cranking out call volume over providing excellent service, but customer loyalty is often abandoned altogether.

Customer loyalty is still one of the most important aspects of building a successful brand, regardless of industry. That’s why it is so important for contact centers - no matter what companies they partner with - to focus on customer loyalty strategies to keep their brand’s best customer coming back.

What do customer retention and loyalty mean when you work in a contact center? Let’s look at the difference in that definition and the traditional sense of the term, as well as how to employ customer loyalty strategies in your facility successfully. You’ll be amazed at what your center stands to gain from happy, loyal customers!

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Topics: Call Center Management, Call Center Operations

How to Create a Call Center a Millennial Customer Will Love

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

The millennial customer is notorious for disliking the contact center. In many facilities, this is simply a fact of the industry that has been accepted and isn’t challenged. Maybe yours is one of them - but it doesn’t have to be!

Here, we’ll show you exactly what it is about most contact centers that millennials don’t like and how to avoid those qualities in your facility. Plus, we’ll offer you some tips for creating the kind of call center that any millennial customer will look forward to contacting!

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Topics: Call Center Management

How to Know Which Call Center Metrics are Worth Your Time

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

What are the most important call center metrics for your facility to keep track of?

This is a question that would have a varying answer depending on who you asked, when, and what industry they were part of. However, there are several metrics that are crucial regardless of which companies your center partners with or what type of business you do. Here’s a little more information on which are the most important - and which you should prioritize in your own facility.

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Topics: Call Center Operations

Dealing with High Volume Phone Calls in a Call Center

Posted by Ahmed Macklai on Jul 23, 2019 7:30:00 AM

When it comes to operating a contact center, there are a handful of hurdles that every management team will have to tackle at some point. Most of these have to do with handling customer service or managing your staff, but one that you might be less prepared for is an unexpected surge in phone traffic.

Indeed, many contact centers operate under the expectation that their numbers will be relatively consistent from day to day. However, high volume phone calls can happen at any time - including and sometimes especially when you aren’t prepared for them.

Here we will talk about handling peak hours and seasons, whether you know they’re coming or not. Plus, we’ll show you the best way to prepare your team for even the most difficult scenarios to plan for when it comes to call volume - and ensure that you’re never caught off guard when it comes to staffing and customer service.

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Topics: Call Center Management, Call Center Operations

  • 4 Ways Artificial Intelligence Can Make Call Centers Smarter

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