Creating a More Pleasant Experience for Your Caller

Do you love your call center?

Many people who work in today’s contact centers love their jobs. Call center management members work hard to create positive, supportive, and enjoyable work environments that uplift and inspire their staff members and make coming to work an enjoyable experience. But how much of that effort translates to your consumers?

Calling a contact center has long been a source of dread for consumers, and this has never been truer than with the millennial customer. Since millennials make up such a large part of the current demographic for contact centers, it’s important to focus on why they – and so many other consumer groups – dislike calling contact centers and how to reserve that trend.

Here, we’ll look at how to improve call center quality, so your facility can be the exception to the rule – and your consumers can love your call center as much as you do!

When most people list their top complaint regarding contact centers, it usually has something to do with the wait time. Call center queues are notoriously long. Even though today’s wait times are much shorter than they once were, today’s customers are also less likely to stand for waiting for an agent to connect – and therefore more likely to abandon the call altogether before that connection is ever made.

Are you wondering what can be done to cut down on your call center’s wait times? Trying to find options for your call center queues to make them a little less dreadful for consumers and a little more worth the wait? What about an option that replaces the need to wait altogether? 

Here, we’ll look at a few of your options – and how they can benefit your contact center and your consumers!

Minimizing Information Repetition with Smarter Technology

When you’re running a small business that finds itself in need of a contact center to field consumer calls, you may run into issues with scaling the solutions available through many companies to fit your needs. There simply aren’t as many call center solutions for small business as there are for larger ones, especially given that the contact center was originally born of necessity for calls coming into large businesses or being deployed by equally large companies.

If you need a call center solution that fits the size of your business but you're not sure where to start, read on. We’ll show you how to find what you need now and what it means to scale it to your changing requirements as your company grows moving forward!

Are you hoping to improve the health of your call center’s budget this year? Many business owners begin the year with lofty goals to improve their financial situation but by the time winter starts to wrap up, that hope starts to fade. It can be hard to know where to start, especially when you work in an industry that is as seemingly straight forward as that of call center customer service!

Thankfully, there is one big way to shape up and slim down your budget, all while providing better customer service in your call center. By addressing consumer calls quicker and more efficiently, you can reduce your call center cost per call, saving your center money in the long run!

Are you looking to overhaul your call center in 2019? Perhaps you’re just getting started in the industry, or you’re looking to start a second, third, or further number of centers to add onto an already-profitable venture – but you want to know which strategies you can use to ensure the biggest possible gains from that investment.

Here are a few ways that experts in the industry recommend to maximize the return on both your investment of time and the financial investment in your facility and to create the successful contact center you’re hoping for. (Hint: it starts from the ground up!)

The State of the Union Address is one that Americans watch for information and opinions on the way our country is progressing as assessed by our leadership. This annual assessment is given as a service of our government to keep the people informed and is important for our growth as a united nation.

Any successful business can learn something from the regularity of and the importance with which the State of the Union is regarded – and your call center is no different. Regular assessment is one of the best ways to ensure you’re providing a great call center customer experience and meeting your goals every year.

Do you provide your staff with the tools they need to address their goals regularly and work toward a better, more united future as a team? Here are a few tips for doing exactly that:

For those who have worked in the call center industry for more than a few years, the changes each new year brings are both exciting and interesting. While short-term progress often seems to tick by without much change at all, the span of a year can bring big transformations to your contact center.

This is especially true when it comes to call center technology. Those who have managed or even worked in call centers for many years can tell newer employees that this is the single fastest-changing aspect of the field. Because technology is always updating and always improving, its impact on your call center is always evolving.

Here are some of the ways that call center technology and the call center itself are changing in the coming year – and how to be on the right side of these changes.

An Important Part of Call Center Quality Assurance

The average call center deals with hundreds of thousands of pieces of information daily. While the processing of all this information is spread between dozens or even hundreds of individual agents and management members, it can still be very difficult to ensure quality and consistency.

Making sure the processing and utilization of this information are conducted properly is critically important to the success of the modern call center. Thankfully, there is technology available today that speeds and eases the process of collecting and using this information. One of the most important ways this information is gathered and used is through dual channel recording. Here, we’ll examine just how important this technology is to today’s contact center and the assurance of quality therein.

For those who work in the world of call or contact centers, the term ‘turnover” is a common one. However, many of the same people who hear this term thrown around every day don’t fully understand what it means – or how it impacts business in the modern contact center.

Here’s more of what you need to know about call center turnover and how it relates to your facility – as well as how to lessen its impact on your business this year:

Expansion is an important part of growth for many companies. Adding more call center agents to your roster can be exciting and make things go much smoother for your facility’ daily operations – but is it really necessary? Will adding more agents truly benefit your center, or are you considering expansion purely for its own sake?

Here is more information on how to determine whether adding more call center agents to your facility will truly benefit your center – or whether something else might be a better solution.