ChaseData Call Center Software Blog

Matching Public Utilities to Contact Center Self-Service

Posted by Ahmed Macklai on Feb 18, 2020 7:30:00 AM

Today’s consumers are increasingly fond of self-service.

Part of this comes from the convenience of self-service options; whether it’s paying a bill from the comfort of your own home or canceling a subscription without having to spend half an hour on the phone with someone, it’s an approach to customer service that fits the busy modern person’s schedule.

However, a larger part of this desire for self-service options comes from the newer generations’ lack of desire to talk to actually talk to other people on the phone. While often mocked by older people, this is just a natural part of the evolution of communication - and something that should be catered to by businesses that hope to remain competitive. Offering more contact center self-service options is one way to keep these businesses relevant in a time when they have fallen out of public favor.

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Topics: Call Center Software, Call Center Management, Call Center IVR

Call Center Agent Assessment for Today

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

What makes a great call center agent? The problem with answering that question is that the correct reply might vary from center to center - and it will also be dramatically different than the answer might have been just a decade ago. It definitely makes call center agent assessment difficult!

Here, we will take a look at some of the qualities that create an excellent agent. Use these as a guideline to form your own method of evaluating your employees. Call center agent assessment doesn’t have to be difficult; just follow these recommendations and give your agents the kind of feedback they need to thrive!

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Topics: Call Center Management

Who, What, When, Where - Call Center Data Management

Posted by Ahmed Macklai on Feb 14, 2020 7:30:00 AM

Data is bigger than it has ever been. In your contact center, that data can include all manner of sensitive and critically important consumer information - as well as a lot of useless data that you cannot use. Sorting the two apart and making use of what you need while also protecting consumer privacy is a delicate balancing act that can easily overwhelm centers that are not prepared for the task.

This is why call center data management is so important. Without the tools and technology to collect, organize, and analyze the massive amounts of data your center is likely to process in an average month, you may be doomed to repeat the same mistakes of many others - compromising data, losing consumer trust, and eventually losing your business to better-prepared competitors.

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Topics: Call Center Management, Call Center Operations

Outbound Call Compliance and Automated Dialing - Friends or Foes?

Posted by Ahmed Macklai on Feb 12, 2020 7:30:00 AM

For outbound call centers, compliance with government regulations regarding consumer privacy and protection is essential. Noncompliance won’t just get your center into hot water - it can get your business shut down and land you in major legal trouble.

Can you operate an outbound contact center in the post-TCPA era without worrying about this potential problem? Yes - if you and your staff understand outbound call compliance and how to work within the government guidelines. Here, we’ll help you understand your center’s place in the modern marketplace and how to keep from encountering problems related to compliance:

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Topics: Call Center Software, Call Center Management, Predictive Dialer

Call Center Planning for 2020

Posted by Ahmed Macklai on Feb 5, 2020 7:30:00 AM

Are you ready for the new year? How about being ready to sail into a new decade, as you will be doing when the calendar turns over to 2020? If you’re not sure that you - or your contact center - are ready, perhaps you need some help planning for the future.

Moving forward in time means moving forward with the way you’re doing things at your center. Technology is always changing and methods are always evolving along with it. Successful call center planning means taking that ever-changing approach into account. It also means knowing what your center needs to improve on and how to meet those needs.

Here is your guide to better call center planning for greater success in the new year and beyond:

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Topics: Call Center Management

Simplifying the User Adoption Process in Your Call Center

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

The idea of new technology for your contact center can be exciting. Actually launching that technology? Not so much.

Why do so many call center managers balk at the idea of introducing new software and programs in their facilities? A big part of the reasons is because the user adoption process can be slow and arduous. Far too many centers suffer major declines in productivity and profitability due to problems implementing new technology.

If you want to bring your center up to date and up to speed with new software but don’t want to suffer through a problematic user adoption phase, check out these tips for smoothing things out:

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Topics: Call Center Software, Call Center Management, Call Center Operations

Focus on the Customer Effort Score

Posted by Ahmed Macklai on Jan 29, 2020 7:30:00 AM

What is your contact center’s customer effort score? Many of today’s most successful call center’s don’t just know the answer to that question - they know why it matters. Not sure if you’re among their number? Just check out this handy guide to the customer effort score and why it matters for your center. You’ll soon be a master of making customer service effortless for those you serve!

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Topics: Call Center Management, Call Center Operations

Should Your Call Center Be Recruiting Agents?

Posted by Ahmed Macklai on Jan 28, 2020 7:30:00 AM

Does your contact center have sufficient staff? This is something that many growing centers struggle to determine; are there enough agents on the payroll to efficiently handle daily operations without stressing the labor budget?

If you’re in the market to add to your staff, doing so may seem like a daunting task. There are so many things to consider when improving your hiring practices and so many reasons why you shouldn’t add too many agents at once. Taking all of these into consideration, we’ve prepared a quick guide to new employee recruitment and making your center a better place through recruiting agents who are best prepared for the job:

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Topics: Call Center Management, Call Center Operations

Your Annual Call Center Performance Scorecard

Posted by Ahmed Macklai on Jan 24, 2020 7:30:00 AM

You know your contact center agents work hard. You’ve seen them in action. But do you know how effective their hard work really is? How productive are your agents? It can be hard to determine how efficient their efforts are when you’re only seeing part of the big picture each day.

Having a call center performance scorecard - and a sensible way to collect the information you need for one - is your best bet for getting a better idea of your agents’ true level of efficiency and productivity. Here, we’ll show you the best way to create and analyze your center’s scorecard - and how to use it to educate and motivate your agents to perform even better in the coming year!

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Topics: Call Center Management, Call Center Operations

The Importance of Call Center Leadership for Workforce Management

Posted by Ahmed Macklai on Jan 23, 2020 7:30:00 AM

Nearly $700 billion is wasted by American businesses every year doing what can be considered unnecessary administrative tasks. These tasks are small or simple enough that automation could handle them, saving these businesses valuable time and money. However, too many businesses neglect to automate the many small tasks that software could be handling for them - including workforce management.

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Topics: Call Center Management