ChaseData Call Center Software Blog

The Cost of Poor Customer Service and How You Can Turn that Around

Posted by Ahmed Macklai on Apr 9, 2019 7:30:00 AM

Not sure whether you’re offering expert customer service? The cost of poor customer service is staggering. According to Forbes, bad customer service cost businesses about $75 billion in 2017, the latest figures show. And that number is up $13 billion compared to the previous year.

All that underscores why it’s more important than ever to provide the best possible customer service. If you don’t change the way you interact with customers, then you’re hurting your business. Here are seven pitfalls to avoid, and what you can do to resolve those issues. 

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Topics: Call Center Management, Call Center Operations

Happy Call Center: Tips for Making Your Workplace Better

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

Are your employees happy?

That’s an issue that may be a low priority, but in today’s work atmosphere, it’s an issue that should be first and foremost on a manager’s mind. The reason? A happy call center employee is a hard-working and productive employee – and is someone who is more likely to stick around for years to come.

It’s important to track results and monitor your performance to make sure your organization retains a competitive edge over the rest of the players in the market. However, worrying too much about your bottom line can mean neglecting your employees.

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Topics: Call Center Management, Call Center Operations

Five Ways to Take Advantage of Sales Call Followups

Posted by Ahmed Macklai on Mar 27, 2019 10:36:58 AM

Phew—that was one of the longer calls you’ve taken in recent memory. You worked with that customer for what seemed like an hour. Thank goodness they weren’t too upset when they called, but their problem was certainly unusual and convoluted. It took quite a bit of explanation to understand what was going on, and you had to involve one or two other colleagues to get things figured out. There’s still more to do with followup of course, but you got over one hurdle—now all you have to do is all your after-call tasks, which can sometimes feel like an even bigger challenge. Do you wish there was an easier way to get your after-call work done so that you can close out a call properly but then move to another more quickly? Let’s run through five ways to make those sales call followup tasks go faster, get done more easily, and be more beneficial to you or other colleagues.

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Topics: Call Center Operations

Benefits of Live Agent Service vs Customer Service Chatbot

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

Working in customer service today is very different than it was a generation ago. People don’t always want to have long, drawn-out conversations with customer service agents – nor do they have time to. Still, there are merits to providing quality customer service to your consumers on an individual basis. Here, we’ll examine ways to balance today’s automated service techniques and the advantages of live interaction with real representatives.

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Topics: Call Center Software, Call Center Operations

Serving the Millennial Customer in Your Contact Center

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

It seems that every company has been hyper-focused in the last few years on the millennial customer. From creating the kind of experiences that bring these consumers into stores to giving them the products and services they are truly looking for, businesses are always looking for ways to change their formulas to cater to this massive consumer demographic.

How can your call center do the same? Is it really all that important to work toward satisfying the millennial customer in your call center operations, or is this group just too picky to please? Here, we’ll examine the importance of this consumer group and their place in your customer satisfaction ratings – and the grand scheme of your business’s success!

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Topics: Call Center Management, Call Center Operations

Call Center Speech Recognition Technology

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

Enhanced Speech to Text Technology

Speech is the cornerstone of the contact center as we know it. Call centers make their business out of listening to their customers speak and responding accordingly, so it only makes sense that some of today’s biggest developments and most important advancements in the world of contact center technology would involve speech.

Call center speech recognition is changing the way contact centers interact with consumers, the way data is analyzed – even the way companies understand their customers. Here, we examine how this technology is evolving – and how it has become a driving force for the evolution of interactions between consumers and customer service agencies around the world.

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Topics: Call Center Software, Call Center Operations

Providing Great Call Center Customer Experience in 2019

Posted by Ahmed Macklai on Feb 25, 2019 7:30:00 AM

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:

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Topics: Call Center Management, Call Center Operations

Shining a Light on Call Center Problem of Long Hold Times

Posted by Ahmed Macklai on Feb 22, 2019 7:30:00 AM

Most of us are familiar with the idea of long hold times in contact centers. It’s an idea that is well-known and widely abhorred by most consumers. The concept of sitting on hold for minutes or even hours waiting for service is not always an exaggeration, it is an unfortunate reality in many facilities – and one that universally creates frustration and dissatisfaction in consumers.

What kind of problems do long hold times cause in contact centers? How can you sidestep these issues in your facility and continue to provide excellent service while also maintaining productivity and efficiency? Here’s more of what you need to know about the problem of long waits and how to cut them down to almost nothing in your center:

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Topics: Call Center Operations

Dual Channel Recording for Call Center Quality Assurance

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

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.

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Topics: Call Center Management, Call Center Operations

How Minimizing Turnover in a Call Center Benefits a Business

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

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:

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Topics: Call Center Management, Call Center Operations

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