ChaseData Call Center Software Blog

Fix Call Center Customer Satisfaction

Posted by Ahmed Macklai on Dec 6, 2019 7:30:00 AM

When it comes to call center customer satisfaction, there are many ways to improve your company’s approach. However, there are perhaps just as many - or perhaps even more - ways to sabotage your own success.

Here, we’ll show you some of the things your contact center might be doing to let your customers down - and how you can fix them.

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Topics: Call Center Operations

How to Humanize Your Automated Call Center

Posted by Ahmed Macklai on Dec 5, 2019 7:30:00 AM

When it comes to customer service, a personalized touch is something that consumers appreciate. However, an automated call center may struggle to provide this. Technology may seem counter-intuitive to human interaction and experiences, but it doesn’t have to be.

How can you provide a believably human and personalized experience for your consumers when they call your automated call center? Here are some tips for making customer service more authentic and humanizing your center regardless of technology:

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Topics: Call Center Operations

How Remote Call Center Agents Weather-Proof Your Contact Center

Posted by Ahmed Macklai on Dec 4, 2019 7:30:00 AM

For many parts of the world, November and December mean that winter is on the horizon. For those same regions, winter weather can mean anything from cold, biting wind and rain to mountains of snow.

If your contact center is like most businesses, you wonder and worry about what this approaching inclement weather might bring in terms of employee absences. What will happen if the bulk of your employees can’t make it to work one day? It isn’t good for business - or even possible - for your center to close on these days. Consumers will still be calling and expecting top-quality experiences and service when they do.

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Topics: Call Center Operations

The Season of Plenty (of Customer Service Tickets)

Posted by Ahmed Macklai on Dec 3, 2019 7:30:00 AM

November is the heart of autumn and is often referred to as the season of plenty. The overflowing cornucopia that sits at American Thanksgiving tables is a fantastic visual representation of this. However, if you work in retail - or in the closely-related field of customer service - you know that this time of year is more like the season of plenty of customer service tickets!

Handling all of that increased call traffic can be stressful - especially if your contact center isn’t properly prepared. Here’s what you need to know about the boom in customer service tickets you can expect this season and how to give every person who calls your center the best possible experience.

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Topics: Call Center Management, Call Center Operations

Creating an All-Seasons Call Center Disaster Recovery Plan

Posted by Ahmed Macklai on Dec 2, 2019 7:30:00 AM

Every year, the news is filled with winter weather tragedies. While serious issues like loss of life are not common as a result of snow and ice, the temporary closure of businesses is frequent. Major companies often see their facilities shut down in the wake of winter weather - and many people’s paychecks suffer a result.

Modern call centers utilize technology that is meant to withstand the problems that might compromise traditional telephony, such as VoIP (voice over internet protocol). But what happens when internet connections are hampered by inclement weather?

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Topics: Call Center Operations

Self-Service Can’t Stand Alone - Here’s Why

Posted by Ahmed Macklai on Nov 20, 2019 7:30:00 AM

Today’s consumers are increasingly fond of the idea of self-service. From push-button prompts that make it easy to choose the reason why they’re calling to interactive, option-heavy menus that make speaking to a live human being mostly unnecessary, the current and future generation of consumers are in love with the idea of taking matters into their own hands.

However, that doesn’t mean that a successful contact center should abandon the quality of their live agent customer service in favor of focusing on self-service. Instead, it is vitally important to understand how the two work together - and just how necessary a supporting team of real human beings are to even the most fully-featured self-service suite.

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Topics: Call Center Operations

Tailoring Customer Service to Different Generations

Posted by Ahmed Macklai on Nov 19, 2019 7:30:00 AM

Who is your customer base? You may think you know, but delving into the world of demographics can give you answers you might never have thought you could find.

Some people believe that there is no importance when it comes to demographics; someone’s age and other life experiences shouldn’t matter when it comes to providing them with great customer service. While you should certainly provide all of your consumers with equally outstanding service, tailoring that service to their unique life stages and personal experiences can help you provide the best possible experience for everyone.

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Topics: Call Center Management, Call Center Operations

All About Call Center Benchmarking

Posted by Ahmed Macklai on Nov 18, 2019 7:30:00 AM

When you’re striving for success, it pays to compare your metrics to your own successes and failures in the past. This internal comparison is an important part of achieving success in the future - and ultimately, every company is its own biggest competitor.

However, the impact and importance of actual competitors cannot be overlooked. Comparing your contact center’s success to its direct competitors’ is not only a good idea, but it is also necessary when it comes to creating a plan for continued growth and improvement. This process is known as call center benchmarking and it is something that every growing center - and those that hope to expand in the future - should be doing.

Here, we’ll introduce the concept of call center benchmarking in more detail and make it obvious as to why your facility should be focusing on it:

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Topics: Call Center Management, Call Center Operations

ASA - Should You Care About Average Speed of Answer?

Posted by Ahmed Macklai on Nov 17, 2019 7:30:00 AM

The success of your business depends on customer experience. Creating a positive and satisfying experience is the mark of a modern company that caters to its consumer - and that’s exactly what today’s customers are searching for.

What is the first step to crafting a positive experience for your consumer? If you’re running a contact center, the process begins by making yourself available and accessible whenever and however the consumer needs you. This means making it easy to call your center and get through to an agent. Weak connections, a lack of appropriate staff, and excessive hold times can all impact this factor in your success.
Ultimately, this first step toward success can be measured by your company’s ASA, or average speed of answer. Here, we’ll show you why it’s a big deal and how you can keep yours low enough to keep consumers happy and coming back!

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Topics: Call Center Management, Call Center Operations

Importance of Emotion in Call Center Customer Experience

Posted by Ahmed Macklai on Nov 15, 2019 7:30:00 AM

How important are your consumers’ feelings? While you may not give it much thought - your job is their satisfaction, after all - it is actually very important to the job you do.

Research has found that when it comes to call center customer experience, emotion plays a big role. While a consumer may forget the words that were said to them or the exact interaction they had with an agent or a brand, they are unlikely to ever forget how that interaction made them feel. Most of our buying decisions are impacted by this exact formula - feelings over everything else.

If you’re looking for ways to improve the call center customer experience you’re offering to your callers and clients, the best way to start is to find out how you're making them feel. If the answer isn’t overwhelmingly positive, it’s time to reevaluate your priorities and readjust your strategies. Nothing makes for success like happy customers, after all!

Here, we’ll talk about some of the factors that influence the emotions of your consumers - and how to impact them positively to create a better call center customer experience.

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Topics: Call Center Management, Call Center Operations

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