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.

Are you looking for ways to bring your contact center into the modern day?

Do you feel like your facility looks like it was built two decades ago – and little has changed since then? Do you ever laugh at just how outdated some of your technological solutions are? How about your dialers, your call distribution software, your analytics – are they all up to date? If you answered no to any of these questions, then maybe it is time to think about how optimizing call centers for today’s technology might improve the way you do business.

There is more to optimizing a call center for today’s technology than simply adopting new methods of doing common tasks. Here, we outline some of the best ways for optimizing call centers for modern approaches and technology without compromising on the customer service principles that have made them successful in the first place.

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.

Minimizing Information Repetition with Smarter Technology

When you’re running a small business that finds itself in need of a contact center to field consumer calls, you may run into issues with scaling the solutions available through many companies to fit your needs. There simply aren’t as many call center solutions for small business as there are for larger ones, especially given that the contact center was originally born of necessity for calls coming into large businesses or being deployed by equally large companies.

If you need a call center solution that fits the size of your business but you're not sure where to start, read on. We’ll show you how to find what you need now and what it means to scale it to your changing requirements as your company grows moving forward!

Are you looking to overhaul your call center in 2019? Perhaps you’re just getting started in the industry, or you’re looking to start a second, third, or further number of centers to add onto an already-profitable venture – but you want to know which strategies you can use to ensure the biggest possible gains from that investment.

Here are a few ways that experts in the industry recommend to maximize the return on both your investment of time and the financial investment in your facility and to create the successful contact center you’re hoping for. (Hint: it starts from the ground up!)

Contact centers aren’t all the massive facilities we picture when we envision modern customer service. Many call centers are still relatively small operations, which means that the one-size-fits-all attitudes of software manufacturers won’t suit their needs as well as those of larger facilities. Unfortunately, this leaves many smaller facilities feeling like today’s best tools and technology – such as call center automation – are beyond their budget and needs.

What can be done to adapt modern call center technology to the needs of smaller operations or scale it to suit that of growing businesses? Read on to find out how adaptive technology is making the difference.

The holidays are a busy time for everyone. For those who work in the field of customer service – especially in call centers and similar settings – the winter holidays and the days that directly follow them are some of the busiest and most difficult. With so many people making holiday purchases, there’s bound to be an increased need for customer service when something goes wrong along the way.

That's why peak season planning is so important. Keeping consumers happy is an all-year, round-the-clock job, and your call center can't afford to take days off from providing excellent customer service just because your numbers have gone up. 

Here’s your guide to maintaining great customer service despite the hectic pace of the holidays – or any peak hours or season your call center may encounter – with good peak season planning:

Call center customer service is changing. As the way we communicate evolves with our ever-changing culture, the way we do business must adapt along with it. Nowhere is this truer than in the call center setting, where communication isn’t just important – it’s the backbone of the entire operation.

One of the critical elements of this evolution in call center communication is the use of live chatting. Here, we look at how this technology has gone from a purely social medium to the future of customer service in a very short time – and how to put it to work in your call center this year.

Owning and operating a call center, you undoubtedly know how important a good dialer is to your daily operations. However, many companies that rely heavily on their dialer end up suffering for it, because not every call center dialer is created equally. A dialer without the capabilities you need – or which malfunctions, even on occasion – can cost you dearly.

Here’s how to know how well your call center dialer is working for you and what to do if it’s failing you:

For most business owners and operators, scheduling is a priority. Ensuring that their workforce is available when they’re needed and that customers are being served is just part of creating a positive work environment and establishing good customer service. In the field of call center operations, though, scheduling is one of the most critical elements of business success. How you schedule your workforce can mean the difference between a booming call center and one that falls well behind the competition.