ChaseData Call Center Software Blog

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

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

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

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

Brighten Call Center Employee Morale This Summer

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

With the seasons changing once more to let the summer sunshine in through the windows of your facility, it can be easy for your employees to feel restless in their seats. After all, who wants to be stuck at their desk when there is so much going on outside? Summer is one of the worst times of the year for that bored, restless feeling to settle in and call center employee morale to take a downturn.

How can you keep spirits high and attitudes sunny in the summer months at your contact center? Here are a few helpful hints for improving summertime call center employee morale - and keeping things cheerful no matter what the seasons bring!

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Topics: Call Center Management

Difference Between Call Centers and BPO Organizations

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

You may have noticed that the terms ‘BPO’ - or business process outsourcing - and ‘call center’ are interchanged with one another. While these terms are indeed related, they are not actually interchangeable. Understanding the difference will help you improve the way you run your business, regardless of whether yours is considered a BPO or a contact center.

Let’s look at the key difference between call centers and BPO organizations - and how they’re similar - so you can make smarter decisions while you’re outfitting your facility with new technology and preparing to meet consumer needs.

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Topics: Call Center Management, Call Center BPO

The Bevy of Benefits in Offering Call-Back Service

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

When it comes to calling a contact center, one of the top complaints most consumers have is the wait time. Even in larger contact centers in which there are plenty of staff members to handle large call volumes, wait times can be inevitable. Once they get too long, many callers will become frustrated - or even hang up.

How can you prevent this from happening in your contact center? How can you improve consumer satisfaction and create a better experience without hiring dozens or even hundreds more agents to handle extra calls that may or may not always be coming in? For forward-thinking contact centers, the answer may be as simple as employing a call back service.

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Topics: Call Center Management, Call Center Operations

Reducing Call Center Costs Without Sacrificing Service

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

Every business wants to reduce costs. However, when your business is customer service, balancing the desire to cut costs with the need to provide consistently high quality of service can often feel counterproductive.

Cutting call center costs doesn’t have to mean reducing customer service quality. When you do a little research, it’s entirely possible to do both. Here, we’ll offer you some tips for reducing the costs in your call center without sacrificing the quality of your customer service - and creating the balance you’ve always wished for in your contact center!

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Topics: Call Center Management, Call Center Operations

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