ChaseData Call Center Software Blog

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

Building a Resilient Call Center with Disaster Recovery

Posted by Ahmed Macklai on Feb 13, 2020 7:30:00 AM

No one ever truly plans for disaster. Sure, you can prepare for the worst, but foreseeing the future and the potential for things to go wrong? That’s just not something we can do at this point in history.

That doesn’t mean you can’t ensure that your contact center will be strong in the face of one of these tragedies. No matter what happens, building an effective disaster recovery plan - which takes all possibilities into account - will help you create a resilient call center that can withstand just about anything fate throws at it.

Here is your guide to fortifying your disaster recovery approach so that it will carry you through anything you may face:

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Topics: Call Center Operations

Your Path to Better Accounts Receivable Management

Posted by Ahmed Macklai on Feb 10, 2020 7:30:00 AM

Debt collection is a challenging profession to work in. Your agents speak to people every day who would probably rather not hear from them. They are seen as an aggressor or a “bad guy”, despite their training in managing exchanges politely and professionally. It can be very frustrating - and that’s just a typical day at the office!

To make work easier and less stressful for your agents, your job as a manager is to provide them with the tools they need to make accounts receivable management less complicated. The right software and other technology can make it less of a hassle to manage multiple accounts each day and goes hand-in-hand with the proper training your agents need to thrive in their positions.

Here is your guide to better accounts receivable management in the new year and beyond:

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Topics: Call Center Operations

Call Center Analytics and Reporting - What to Know

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

‘Metrics’ is a hot word in the world of contact centers. These data sets are a major part of what companies use to better understand their clients and consumers, as well as to examine the work of their own agents. Call center analytics and reporting is a key element of success for any center hoping to continually improve and grow.

How involved are your management staff in call center analytics and reporting? How are important metrics used in your center to improve performance and enhance customer experience? If you’re not sure where you stand or what improvements could be made to your current approach, check out these guidelines for call center analytics and reporting success in 2020 and beyond:

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Topics: Call Center Operations

Upgrading Your Inbound Call Center Software

Posted by Ahmed Macklai on Feb 6, 2020 7:30:00 AM

Does your inbound call center software need an overhaul?

It can be easy to get into a rut with your software. If something has been working for you for the past few years, why change it? The truth is, a new decade is upon us and with it will come advances in technology that your center should be at the forefront of.

If you don’t want your competitors to leave you behind in 2019, it’s time to take a fresh look at today’s best inbound call center software. You won’t know what you’re missing until you see what’s available - and today’s call center software providers are creating amazing new technology!

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Topics: Call Center Software, Call Center Operations

Fresh Approaches for Landing Outbound Sales

Posted by Ahmed Macklai on Feb 3, 2020 7:30:00 AM

For outbound contact centers, obtaining more sales is a constant struggle. Even if you have a consistent flow of leads coming in, transforming those leads into actual sales can be difficult. It isn’t impossible, though - you just need to give your approach a facelift to ensure your agents are always putting your business’s best face forward!

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Topics: Call Center Operations

SMS Integration Examples from Successful Businesses

Posted by Ahmed Macklai on Jan 31, 2020 7:30:00 AM

Today’s most successful businesses are using the power of SMS messaging to great effect. Many customer service companies and business processing organizations believe that they can’t be part of this trend - but that isn’t true! There are myriad ways to make use of SMS in your customer service strategy.

The bigger problem for these organizations is that they often don’t understand SMS integration. Thankfully, some of those same famously popular and successful brands we mentioned previously are happy to share their secrets of success. Check out how they make proper SMS integration look easy - and how you can make it easier for your staff, too!

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Topics: Call Center Software, Call Center Operations

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