ChaseData Call Center Software Blog

Could You Be Making Better Use of Call Center AI?

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

Artificial intelligence may sound like something out of a science fiction movie, but it is actually a commonly-used tool in today’s contact center. However, call center AI is different than what you might expect when you hear the term.

Here, we’ll give you an in-depth look at what call center AI entails and what applications you could be using it for. Don’t miss out on the many uses for this technology - read on to learn more!

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Topics: Call Center Operations

Preparing for the Upcoming Call Center Peak Seasons

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

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!

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Topics: Call Center Management, Call Center Operations

Call Center Channel Alternatives to PHONE CALLS

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

Call, text, or chat? If you’re like a growing number of people these days, your answer might be anything other than the first option.

While the vast majority of the population in countries like the United States and the UK own a cell phone - 96%, as of June 2019 - an ever-increasing number of those people opt out of phone calls. 81% of the population in these same areas own smartphones. Nearly one in four of these smartphone users say they rarely or never use their phone for actual phone calls. Instead, they opt for text messaging services or instant messaging applications.

Where does this decline in phone call preference leave the call center? Some experts fear that it might mean the imminent death of the industry. However, most agree that it simply means adaptation is needed. Here’s how your facility can evolve along with the trend toward less phone usage by consumers. (Here’s a hint: It involves call center channel alternatives!)

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Topics: Call Center Operations

Keep Them Coming Back - Customer Loyalty Strategies

Posted by Ahmed Macklai on Aug 1, 2019 7:30:00 AM

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!

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Topics: Call Center Management, Call Center Operations

How to Know Which Call Center Metrics are Worth Your Time

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

What are the most important call center metrics for your facility to keep track of?

This is a question that would have a varying answer depending on who you asked, when, and what industry they were part of. However, there are several metrics that are crucial regardless of which companies your center partners with or what type of business you do. Here’s a little more information on which are the most important - and which you should prioritize in your own facility.

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Topics: Call Center Operations

Dealing with High Volume Phone Calls in a Call Center

Posted by Ahmed Macklai on Jul 23, 2019 7:30:00 AM

When it comes to operating a contact center, there are a handful of hurdles that every management team will have to tackle at some point. Most of these have to do with handling customer service or managing your staff, but one that you might be less prepared for is an unexpected surge in phone traffic.

Indeed, many contact centers operate under the expectation that their numbers will be relatively consistent from day to day. However, high volume phone calls can happen at any time - including and sometimes especially when you aren’t prepared for them.

Here we will talk about handling peak hours and seasons, whether you know they’re coming or not. Plus, we’ll show you the best way to prepare your team for even the most difficult scenarios to plan for when it comes to call volume - and ensure that you’re never caught off guard when it comes to staffing and customer service.

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Topics: Call Center Management, Call Center Operations

The Difference Between a Warm Transfer vs a Cold Transfer

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

Transfers are almost unavoidable in the contact center setting. While there are many ways to minimize transfers and keep your staff on the line until they complete their calls and resolve consumer concerns or answer questions, there will always be reasons for transfers. Whether it’s a situation that becomes beyond the extent of an agent’s knowledge or experience or one that requires specific assistance, the causes vary - but some facts are universal.

People don’t like being transferred, especially multiple times. When it comes to being transferred, there are definitely preferences among many regarding the warm transfer vs cold transfer.

Which do your consumers prefer? Which is best for your agents and for your contact center overall? Here, we’ll advise you on how to best handle transfers and how to both minimize their use and maximize their impact when necessary.

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Topics: Call Center Software, Call Center Operations

The Bevy of Benefits in Offering Call-Back Service

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

When it comes to calling a contact center, one of the top complaints most consumers have is the wait time. Even in larger contact centers in which there are plenty of staff members to handle large call volumes, wait times can be inevitable. Once they get too long, many callers will become frustrated - or even hang up.

How can you prevent this from happening in your contact center? How can you improve consumer satisfaction and create a better experience without hiring dozens or even hundreds more agents to handle extra calls that may or may not always be coming in? For forward-thinking contact centers, the answer may be as simple as employing a call back service.

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Topics: Call Center Management, Call Center Operations

Reducing Call Center Costs Without Sacrificing Service

Posted by Ahmed Macklai on Jun 27, 2019 7:30:00 AM

Every business wants to reduce costs. However, when your business is customer service, balancing the desire to cut costs with the need to provide consistently high quality of service can often feel counterproductive.

Cutting call center costs doesn’t have to mean reducing customer service quality. When you do a little research, it’s entirely possible to do both. Here, we’ll offer you some tips for reducing the costs in your call center without sacrificing the quality of your customer service - and creating the balance you’ve always wished for in your contact center!

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Topics: Call Center Management, Call Center Operations

Why Use a Warm Transfer in a Call Center?

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

The feeling of being passed from one call center agent to the next is one that has led many consumers to dread calling a contact center in the first place. Feeling like it takes forever to reach someone or that your time isn’t valued can make it an altogether unpleasant experience. What’s more, it doesn’t give a caller much confidence in the qualifications of a facility when you have to repeat the same information to every person you are repeatedly transferred to.

These are several of the most important reasons that so many centers today heavily rely on warm transfers. Read on to learn more about what this technique entails - and how to warm up your own transfer techniques.

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Topics: Call Center Management, Call Center Operations

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