ChaseData Call Center Software Blog

Ahmed Macklai

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On-Premise vs Cloud-Based Call Center Software

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

It seems that every business owner and information technology specialist has their head in the clouds these days, doesn’t it? Well, perhaps not. But if you listen to conversations about where they do most of their computing and file storage, it might sound that way.

This is because, in recent years, there has been a meteoric rise in the use of so-called “cloud” software. This term may sound rather dreamy and intangible, but in reality, it’s simple, practical science. When it comes to cloud-based call center software, it can also be good business sense.

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Topics: Call Center Software

How Ringless Voicemail Can Boost Your Outbound Sales

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

When discussing strategies for increasing outbound contact center sales, most modern facilities focus heavily on person-centered approaches. These techniques take the automation out of the equation - or at least appear to, from the perspective of the customer. However, there are ways to provide customer service and a perfect product pitch that will still give consumers that personalized, custom-tailored service feeling while offering your business the ability to make connections with more customers and see a great ROI.

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Topics: Call Center Management, Call Center Operations

Setting Up Your Call Center Environment for Success

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

Creating a better, more successful contact center is a common goal for those in the industry. However, working toward that goal can create some confusion, since there is no definitive guide to setting up your center for success.

While there are many schools of thought when it comes to how to make your center and staff more successful, one of the most well-documented and proven is to begin with improving the environment and morale in your center. Once you have a positive, uplifting environment that your employees are happy to be part of, you’re much more likely to breed success as a result.

Want to know how to start building a successful center of your own? Read on to learn more about fostering a friendly work environment in your contact center - and how it makes for almost certain success!

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Topics: Call Center Management, Call Center Operations

What is a Micro Call Center Business?

Posted by Ahmed Macklai on May 28, 2019 7:30:00 AM

When you think about call centers, you probably don’t think of small businesses. In fact, most people think of contact centers as the antithesis of small business in today’s world. However, there is at least one scenario in which small business and contact center work intersects - and it’s one that is growing in popularity in the corporate world and gaining favor with those who love the idea of owning their own company and having more financial freedom.

That scenario is the micro call center, a balance of individual enterprise and big business that makes sense for modern professionals.

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Topics: Call Center Management, Call Center Operations

Common Call Center Problems in 2019

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

For those who have worked in the contact center industry for any length of time, you undoubtedly know that there are some problems that are almost universal to all call centers. These problems are so common that they are often used as the basis of training for new contact center agents. Still, many of these issues continue to cause problems in centers around the world even in 2019.

What are the most common call center problems and how can they be addressed? At ChaseData, we believe the solution begins with understanding the issues faced by many of our clients. Read on to learn more about how we’re helping to put an end to many of today’s most common call center problems.

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Topics: Call Center Management

How to Deal with Call Center Stress

Posted by Ahmed Macklai on May 21, 2019 7:30:00 AM

It’s no secret that working in a contact center can be a very stressful job. From difficult consumers to heavy workloads, stress is one of the top reasons for employee burnout and eventual turnover in the call center industry.

How can you reduce call center stress in your facility? Here, we’ll share a few ways to minimize the impact of stress on your center’s employees and maximize productivity - as well as a few high-tech tips and tricks to make it even easier!

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Topics: Call Center Management

Warming Up - What is a Warm Transfer in a Call Center?

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

Calling a contact center can be a source of stress or even disdain for many people. When polled, many people respond that they don’t just dislike contact centers - they genuinely hate having to interact with them. If you don’t want your facility to be among those that they feel this way about, it might be time to consider warming up your call transfer procedure.

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Topics: Call Center Management

How to Become a Good Call Center Agent Using Feedback

Posted by Ahmed Macklai on May 14, 2019 7:30:00 AM

Becoming an excellent call center agent doesn’t happen overnight. While there are a handful of talents and skills that some people bring with them to the job, most of these skills are taught during training and on the job. The more experienced and the better listener and learner a call center agent is, the better they will be at their job over time.

Receiving feedback is one of the best ways to improve as a contact center agent. However, there is a right and wrong way to offer feedback as a member of management in these settings - and the differences between the two can mean the difference in the success and failure of your agents in improving their approach and your business.

Here are a few pointers on the ethical and effective use of criticism and feedback in helping every member of your staff learn how to become a good call center agent: 

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Topics: Call Center Management

Using Active Listening on the Phone To Improve Sales

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

How Active Listening on the Phone is One of the Best Practices for Cross-Selling and Upselling

Any call center agent who has been in the business for more than a few days knows that cross-selling and upselling are important parts of increasing sales and improving business when your center is focused on these kinds of metrics. These procedures have been in place since the earliest days of sales, with representatives trained to offer additional goods and services for any customer purchase made.

However, today’s customers are often too savvy to be talked into an additional purchase for the simple sake of spending more. They need a reason to buy - and it is your agent’s responsibility to provide them with one. Here, we’ll discuss how active listening on the phone can create the perfect setup for tailoring sales pitches to your consumers and creating genuine delight in your customers every time.

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Topics: Call Center Management, Call Center Operations

Using Telemarketing Predictive Dialer To Manage Peak Times

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

What happens in your contact center when calls are coming in faster than you have the staff to handle? Ideally, this doesn’t ever happen in your call center. But if your facility is like most, you’ve been caught unprepared for peak times and seasons at least a few times before.

To better manage your peak times and keep your customers satisfied and well-served, it’s important to understand when and why these events happen and how to address them. It’s also important to have the tools to do so. Here, we’ll look at both factors in this equation - and how to set your facility up for success.

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Topics: Call Center Management, Predictive Dialer

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