ChaseData Call Center Software Blog

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

The Importance Of Reducing Call Center Turnover

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

How Minimizing Turnover in Your Call Center Will Benefit Business

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

Call Center Agent Tricks to Improve Efficiency of Time

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

Could Your Call Center Agents Be Doing More with Their Time? A Few Tricks to Consider

We all like to think our employees are doing the most that they possibly can with their paid time, but are your call center agents really making the best use of theirs? It can be difficult to determine whether they are – but in most call centers, there is always room for improvement when it comes to agent productivity.

Here are some call center agent tricks to help your staff make better use of their time and boost call center productivity - without sacrificing employee satisfaction.

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Topics: Call Center Management, Call Center Operations

Upselling and Cross-selling techniques for 2019

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

Are your agents well-versed in upselling and cross-selling techniques? If not, you may offer the excuse that they don’t need to be – it’s 2019, after all! Why would you train your agents to cross-sell and upsell when consumers don’t respond to these techniques anymore?

The truth is, consumers still definitely opt for additional products and services when they are recommended or sold properly. It’s all in how you approach the sale – and that’s where equipping your agents with solid techniques will come in handy.

Here are some upselling and cross-selling techniques for the modern call center that will help your numbers soar and your agents understand how to suggest the sale without leaving your callers or consumers feeling like they’ve had something forced on them:

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Topics: Call Center Management, Call Center Operations

Your Guide to Offering More Feedback Opportunities to Call Center Clients and Consumers

Posted by Ahmed Macklai on Jan 11, 2019 7:30:00 AM

When it comes to giving your call center agents room to grow and improve in their position, one of the best ways to do so is to offer opportunities for feedback. However, most call center managers only provide feedback from their own point of view, meaning that the constructive criticism that their staff receives is purely from the standpoint of improving within the ranks of the business itself. If you want to take your staff's performance to the next level, you've got to incorporate feedback from your call center clients as well.

Not sure how to begin collecting meaningful feedback from your call center clients? Here's more of what you need to know to put this critical resource to work in your call center this year:

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Topics: Call Center Operations

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