ChaseData Call Center Software Blog

Solving Your Call Center Managers’ Biggest Problems

Posted by Ahmed Macklai on Mar 16, 2020 7:30:00 AM

Your call center staff handles a lot, every day. From irritable consumers to stressful deadlines and goals, your agents may sometimes seem like superheroes, getting it all done. And who leads those teams of courageous agents? If you’re lucky, it’s an equally full-mettle team of call center managers.

What are the biggest problems facing your call center managers - and how can you help alleviate some of them? If you’re looking to streamline daily operations and make life easier for the team members pulling the most weight, check out this list of call center managers’ biggest problems and how to address them quickly and effectively.

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Topics: Call Center Management

Who Can Benefit from Partnering with a BPO Organization?

Posted by Ahmed Macklai on Mar 13, 2020 7:30:00 AM

Are there small tasks that you wish your employees didn’t have to handle? From answering phones to handling payments and many other small jobs, these everyday tasks are the things that keep employees busy while they’re on the clock. They’re also the kinds of things that can eat away at your labor costs, if you’re spending it all paying employees to handle them instead of more meaningful duties.

How do you solve this problem? By handing those tasks over to a BPO organization. Here’s what you need to know about doing so - and whether or not this kind of partnership might work for you:

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Topics: Call Center BPO

What You Need to Know About Call Recording Laws

Posted by Ahmed Macklai on Mar 12, 2020 7:30:00 AM

Call recording is an ideal solution for contact centers to improve both training approaches and customer satisfaction levels. It can be used to create training materials based on actual calls that have transpired in the center, as well as to train individual agents based on their own unique strengths and weaknesses. It can also help to create goals that can be used to improve overall agent performance and work toward improving the customer experience. These are just some of the reasons call recording is so widely employed in call centers around the world today.

However, there are laws that govern the use of recording technology. Understanding call recording laws and their place in the world of the call center will help you make your facility its best - all while staying well within the law.

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Topics: Call Center Management, Call Center Operations

What is Brand Experience in the Contact Center?

Posted by Ahmed Macklai on Mar 11, 2020 7:30:00 AM

Today’s most successful companies focus a lot on brand experience. This is a combination of user experience with brand-specific products and services, as well as the delivery on the brand promise. A brand promise is simply the way a company boasts that users will feel or experiences that they will have while using their products or enjoying their services.

Brand experience isn’t always something grandiose. When you hear the word “experience”, you may think of a custom-tailored approach to service, but sometimes a good experience is as simple as having your interaction with a company go quickly and smoothly. Sometimes, delivering on that kind of promise is more than enough to delight a consumer.

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Topics: Call Center Software, Call Center Operations

Preparing Your Call Center For Tax Time

Posted by Ahmed Macklai on Mar 9, 2020 7:30:00 AM

April fifteenth is just around the corner. Is your contact center ready?

This is the question on many minds of call center managers as they work toward readying their staff and their center for the often-dreaded tax deadline. This year, though, that deadline doesn’t have to spell doom - or even stress - for your center. Prepare your call center for tax time with these tips and be ready when Uncle Sam asks for their cut.

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Topics: Call Center Management, Call Center Operations

Coronavirus – Another Reason Why ChaseData Should Be Part of Your Disaster Recovery Strategy

Posted by Ahmed Macklai on Mar 9, 2020 12:30:00 AM

What happens when this virus hits those who work in densely populated facilities like your call center? Not only is it a public health hazard to continue operations as normal during these times, but it can also spell disaster if your company doesn’t have a workable disaster recovery strategy in place.

This year, your call center disaster recovery strategy may be more important than ever. In early 2020, a prolific virus known as the novel coronavirus - or COVID-19 - began spreading from its origin site in the Wuhan Province of China to other nearby areas. Travelers to China began carrying the virus elsewhere, and within two months’ time, it has come into the worldwide news as a pandemic threat.

Here, we’ll give you a few pointers for ensuring your center is prepared for any kind of disaster - including a worldwide viral outbreak - and how to keep it from impacting operations in your facility.

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Topics: Call Center Operations

The Real Cost of Call Latency

Posted by Ahmed Macklai on Mar 5, 2020 7:30:00 AM

Call latency is something that any call center that uses digital VoIP solutions for voice communications likely experiences. Why is that such a big deal? Because the vast majority of contact centers are using VoIP to communication with consumers and clients!

So, how big of a problem is call latency? How much do you really stand to lose when latency becomes an issue in your center? Check out this information about how latency could be costing your company big - and how you can offset and eliminate those costs.

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Topics: Call Center Management

The Importance of Speech Analytics in Customer Experience

Posted by Ahmed Macklai on Mar 4, 2020 7:30:00 AM

Customer experience is about more than just providing answers to questions and solutions to problems. These days consumers are looking for a full personalized experience. They want to feel like your first priority, and they want to feel like the companies they work with know them on a personal level, as well.

Rising to meet these changing needs is part of providing the memorable customer service that keeps consumers coming back to your brand or company. Today’s technology is designed to help you do exactly this, with the modern consumer in mind. Speech analytics is one of the best tools for the job, simplifying numerous elements of the customer service job and making it easier than ever to tailor service to consumers while streamlining the workday for your agents.

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Topics: Call Center Software, Call Center Management

The 80/20 Rule of a Solid Service Level

Posted by Ahmed Macklai on Mar 3, 2020 7:30:00 AM

What is the formula for a good call center service level? Many experts would argue that there isn’t one standard equation that fits every scenario, and they’re right; your facility is as unique as the agents who comprise your team and the consumers you serve. However, there is a formula that many successful centers use to create a successful plan for rendering service at their best possible level - and your center could likely make great use of it, too.

The 80/20 rule - breaking down to 80% of call or more being answered within 20 seconds or less - is a great start for building a successful call center. Why? Because consumers today want their concerns addressed quickly. If you’re shooting for a solid service level, there’s no better start than with the golden rule of 80/20. Here’s more about why:

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Topics: Call Center Operations

What is a Customer Journey - and Why Should You Care?

Posted by Ahmed Macklai on Mar 2, 2020 7:30:00 AM

Customer experience is something that most people in the customer service industry are aware of. But what about the customer journey? Is the journey your consumers are going on a pleasant one - and are you making it harder or less enjoyable than it ought to be?

Here, we’ll dive into the details of the customer journey in your contact center, whether you partner with other companies to provide third-party service and support or are an all-in-one business. Either way, there are ways you could be providing a better journey for your customer- and making them want to take that trip again and again!

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Topics: Call Center Management