The middle of summer can seem slow no matter what industry you’re a part of. After the initial push of the independence Day holiday in the United States, summer slowly smolders for weeks on end until school starts again for children and people begin thinking ahead to the busy days of autumn and winter ahead. But what does that mid-year lull have to do with your work in the customer service industry?

If your facility is like most, your call center strategies may noticeably slow down during this time each year. To prevent the summer slump and refresh your business’s productivity and profitability, consider these approaches to refreshing your call center strategies:

How often do your consumers call your center only to be greeted by long wait times or worse - an automated recording letting them know that you are unavailable during non-business hours? Nothing upsets the modern customer like not being able to handle their business when and where they need to. If you want your business to be the kind that captures and holds consumer attention - and satisfies their needs - you should consider extended contact center hours of operation.

Your call center agents are the lifeblood of your facility. It’s only natural that you depend heavily on them for the work they provide. However, there’s a difference in appreciating their hard work and overworking your agents to the point of burnout.

Here, we’ll explain how to find the balance to create an appropriate call center agent workload and how to keep your agents from becoming overwhelmed. You might be surprised at just how much control your management team actually has over these scenarios - and how much can be done to keep agents happy, healthy, and productive on the job!

Most contact center managers understand the benefits of adding remote call center agents to their staff. However, knowing where to draw the line between enough and too many remote team members can be tricky. You still need enough people in on-site seats every day to handle customer service tasks that are too difficult to manage off-site.

As a call center team leader or manager, you take pride in your facility and staff. You undoubtedly have a hardworking team that does a great job in serving customers and clients every day. Right now, you can probably think of a few people, in particular, who are worthy of praise for their excellent performance.

But what about those at the other end of the spectrum? What about the members of your team who are struggling? What can be done to bring them up to speed - or are they simply a lost cause? Here, we’ll show you how a fresh perspective can give you a whole new way to approach the problem of underperforming agents - and fix it for good!

When it comes to call center agent scripting, most management-level employees understand that words have a lot of power. What you say to your consumers can make the difference in closing a sale or losing it, or determine whether your caller will be satisfied with the level of service they receive or not.

However, sometimes what your agents don’t say is just as important as what they do say. This is something that is often overlooked when it comes to generating scripts, but call center agent scripting should avoid certain topics, words, and phrases. What are they? Here are just a handful of the most important things to sidestep if you want to remain successful in keeping your customers happy:

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!

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!

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.

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!