ChaseData Call Center Software Blog

Call Center Managers' Guide to Managing Remote Call Center Agents

Posted by Ahmed Macklai on Apr 1, 2020 7:30:00 AM

We are all in the middle of a global pandemic outbreak right now, and if you are using ChaseData CCaaS, more and more of your call center agents are working from home. It is imperative that you know how to best manage remote agents while dealing with potentially higher than expected call volumes.

The more the number of COVID-19 cases grows across the world, states, counties and cities are even issuing emergency orders to shut down any facility where people are likely to gather and spread the virus. In recent weeks, we have all witnessed school closures, suspensions of sporting events, closure of non-essential business and yes, order to close call centers.

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Topics: Call Center Management

How Healthcare Uses ChaseData to Handle Higher COVID-19 Call Volume

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

If you’re a health insurance company dealing with a global pandemic like COVID-19, you may be experiencing higher call volume to your call center at this time. There are likely to be thousands or even tens of thousands of people calling to ask about your company’s specific benefits and coverage policies, especially as they pertain to telehealth services or home health visits, during the coronavirus.

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Topics: Call Center Management, Call Center Operations

Using Call Center Software to Deliver Personalized Voicemail Messages

Posted by Ahmed Macklai on Mar 25, 2020 7:30:00 AM

Call centers are all at the center of a global pandemic outbreak right now, and are more than likely experiencing higher call volume at the very moment that governments are mandating social distancing and other measures. In a worst case scenario, you may be ordered to close physical call center operations in the interest of combating COVID-19’s spread.

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Topics: Call Center Software, Call Center Management

Using Consumer Data to One-Up Your Competitors

Posted by Ahmed Macklai on Mar 17, 2020 7:30:00 AM

No matter what your industry, getting an advantage on your competitors is something every business wants. Wouldn’t it be great if you had access to something that could give you that advantage - all without breaking the budget? If you have consumer data - and every business does - then you already have everything you need!

The problem is that many companies don’t understand how to utilize the consumer data they have access to. That information is useless if you can’t put it to work for you, so being able to do so is imperative to the success of your center.

Here’s how to really get the most out of consumer data and use it to its fullest potential to improve your facility and better serve your consumers - all while outpacing your competitors!

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Topics: Call Center Management

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

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

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

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

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