Metrics are an important part of success in the world of contact centers and BPOs. However, determining which metrics to keep an eye on can be tricky, since they can vary from center to center based on a variety of factors.

Which are the most important inbound call center KPIs - and how are they relevant to your center’s daily operations? Here are some suggestions for which KPIs should be your priority in the coming year:

Are you looking for ways to increase your outbound sales numbers but don’t want to skim through yet another list of common-sense approaches? Maybe it’s time to take a few tips from the industry experts. Here, we’ve compiled some advice on how to dramatically improve your outbound sales numbers - all without the eye-rolling obvious suggestions you’ve read before:

Call center agent burnout is one of the most common problems in the industry. The fast pace and demanding schedule of an agent’s position can be enough to overwhelm those who are not accustomed to the work. Likewise, while the work is quick-moving, it can also be tedious and tiresome to the mind.

How can you make your center different? How can you decrease the problem of call center agent burnout, without sacrificing productivity and profit? Here are some winning strategies for doing exactly that through automation- your contact center’s best friend for reducing turnover:

The majority of a consumer’s perception of your company or brand is formed before a purchasing decision is actually made. For outbound call centers, this means that the body of the phone call is the most important part of the sale - not the actual agreement of the consumer.

Salespeople are only human, though. They make mistakes. Those mistakes can lead to a failure to make the sale - and too many of them can be seriously detrimental to the company’s bottom line.

Highlighting and understanding the mistakes salespeople make in the call center setting is important since doing so can help you avoid these common missteps in your own facility. Here, we’ll take a look at mistakes salespeople make at every step of the sales process - as well as draw attention to some easy fixes for each of these.

How successful are your customer service efforts? Determining that may seem like an impossible task, especially given that some aspects of customer service are somewhat abstract. However, there are some concrete ways to tell how well you’re meeting your customers’ needs. These metrics are critical for measuring the success of your center and making necessary adjustments.

Here are some expert-curated suggestions for how to measure customer service performance in the contact center - and how to improve yours!

Do you know what kind of experience your call center consumers are having when they speak to your agents? If you regularly receive feedback, you may believe you have the whole picture. However, if you don’t test call center contact numbers yourself, you will never really know.

When you want to hear and feel exactly what your call center agents experience when they talk to your staff members, it pays to try those numbers out yourself and take note of every element of the call. If that sounds like too much work, just think about all the benefits you stand to gain from doing so - and just how much better you can meet consumer needs with that information!

It seems that everywhere you look these days, artificial intelligence is enhancing the way we go about our everyday lives. Our phones and tablets talk back to us, and devices in our homes help us do everything from remembering to turn out the lights to starting the oven for dinner or adjusting the shower’s water temperature. It is a truly technology-driven world!

However, many people worry that this influx of AI will lead to the replacement of humans in many of our most fundamental jobs and tasks. In few places is this more of a concern in automation-heavy industries like customer service and sales. Call center employees are increasingly surrounded by artificial intelligence applications at work.

Is there a reason to fear that call center AI will eventually replace human employees? Will jobs be lost because of this technology? Here’s what you need to know about the integration of today’s call center AI in your facility - and how it will impact your human staff.

These days, phone calls are no longer our primary method of communication. With that in mind, it only makes sense that they aren’t the only way contact centers do business, either.

The multichannel call center is the most common approach to customer service in the modern day. However, many owners and operators are still struggling to realize the full potential of a multichannel approach.

Are you and your team using every platform available to you and making the most connections with consumers or clients possible? If you’re not sure of your answer, it may be time to consider a renewed focus on the multichannel call center approach. Here’s what you need to know to get you started:

2020 is a year that many people are looking forward to as a clean slate for renewal. After all, what’s better than the start of a new year - and a new decade! - to make a fresh start?

The same can be true for your contact center. The coming of the new year is as good an excuse as any to come up with some great strategies for call center success and begin a new era of agent and customer satisfaction alike.

Here are a handful of strategies for call center success that you and your team might not have thought about previously that can help you ring in the new year with the assurance of improvement and growth.

In nearly every industry, the ideal way to help new hires and inexperienced team members grow and improve is to monitor their performance. Management team members count this as one of their most important tasks; to help newer employees achieve success is to help the company overall.

However, this can be difficult in larger companies, especially those where the number of entry-level employees far outnumber management. Thankfully, there are solutions for keeping your agents working at a great pace - and hitting their goals along the way - that don’t require constant physical presence from management team members. Here’s what you need to know about monitoring agent workflow in your contact center or other large business - and what benefits you can expect to realize when doing so.