14 Critical Call Center Metrics You Should be Tracking


As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive.

What HR Wishes WFM Knew About Call Center Employee Experience


Put your hand up if you grew up wanting to be a call center agent. That’s why we’re so dead-set on defying that stereotype and creating an excellent call center employee experience. They need to meet forecasted call volumes in the most efficient manner possible.

Trending Sources

Why Do Customers Keep Calling their Bank Call Center


Why Do Customers Keep Calling their Bank Call Center? Who is more likely to contact their bank's call center - Baby Boomers or Millennials? The answer may not be what you would expect. Read More. Jacada Blog

5 Strategies for Improving Call Center Coaching Sessions


Every contact center manager wants a team of agents that perform at optimum levels. That’s why it’s so important to be as considerate and thoughtful as possible with call center coaching. While every manager has his or her own unique communication style, it’s worthwhile to take note of some successful call center coaching strategies. Here are five different ways contact center managers can make sure they’re getting the most out of their agent coaching sessions.

7 Secrets of Voice of the Customer Success Whitepaper

Total ROI $910,000 Churn – revenue saved Cross sale revenue Increase wallet share Net additional revenue Reduced Call Center costs Reduced Complaints cost Regulatory fine $500,000 (New churn rate 4.5%) $0 $0 $410,000 (Including discount applied to.

Employee Engagement Shaping Call Centers

Customer Interactions

Contact centers that are always on the lookout for new tools and resources can hold a powerful competitive advantage. Preparing for the New Year is a great opportunity to join their ranks and explore industry trends. Employee engagement is a top-of-mind concern for many organizations, and improving it should be on your to-do list. Employee engagement has been proven to add tremendous value to organizations, and ongoing developments are pushing its benefits further than ever before

Benefits Of Booking A Flight Through A Call Center

Magellan Solutions

Some companies in the travel services industry have already decided outsourcing this task to call centers and BPOs is a practical and effective alternative to hiring their own reservation agents. Call Center Philippines Call Center Services

Using Call Center Teams & Data to Support Outbound Sales


Making the business case for outsourcing customer service to a contact center partner can be relatively straightforward when C-Suite decision-makers are weighing in-house versus outsourced options. The post Using Call Center Teams & Data to Support Outbound Sales appeared first on.

Call Center Location: Mandaluyong, Philippines

Magellan Solutions

It’s half an hour away from other business centers such as Makati and Eastwood City. Here are the other reasons why it’s a good time to locate your call and business process centers in Mandaluyong City: Accessibility. A Mandaluyong call center.

Ensuring a Successful Go-Live Launch for Your Call Center Technology


You and your project team have poured hours into the design and implementation of your new call center technology platform, and the big day has finally arrived – Go-Live. Create “invitations” to disburse throughout the contact center inviting agents to Go-Live.

Talkdesk Named Call Center Category Leader for 2017 Q3


GetApp just released their Call Center Category Leaders for Q3 2017 , and Talkdesk is among the leaders once again. We make our contact center software so that our customers benefit the most. The site was very clean, and calls were very crisp and clear.” – Adam D. “We

5 Reasons Why Call Centers Must Be Mobile Friendly

Win the Customer

Mobile technology just makes things easier, and that goes for call centers as well. It only stands to reason that your call center software should also be mobile-friendly. Does your call center have an app that customers can use for contact?

What Happens to the Call Center when People Stop Calling? - Frank Reactions

Tema Frank

Can Your Call Center Cope With The New Omnichannel Reality? Who doesn’t have a nightmare call center story to tell? Time For The Connected Call Center. This year there will be more digital interactions with contact centers than voice ones Tweet This.

6 insane (but true) things about inbound call centers

Magellan Solutions

Just when you thought you knew everything about inbound call centers, here are 6 insane (but true) things about them: Some clients act as “mystery shoppers”. There are clients who pose as customers, often calling during peak hours of operation to see how the call center performs.

5 trends in the Call Center


5 Technological Trends in the Call Center. What are the new technologies being deployed in the contact centers? Several key trends are currently dominating the landscape, and have already started to infiltrate the industry even well before this year. Read More. Jacada Blog

Integrate Social Media Channels to Transform the Call Center Experience

Win the Customer

Social routing is an emerging trend, a way in which contact centers can more accurately meet the needs of their customers. TMCNet discusses the answer by describing the modern day customer and the challenge that call centers face as they look to integrate social media channels […].

10 Things Only Call Center Agents Understand


Being a call center agent is a unique experience. From the call queues to the adamant repeat callers, it’s hard to sum up exactly what it’s like to man the phones. Here are ten things only call center agents will understand: 1.You’ve “Worked from Home” in Six Different States.

Call Center Leaders Must Step Up to Boost Call Center Performance

Pretium Solutions

One day, the regional call center director of our company, I’ll refer to him as “Dave”, called me into his office. We had recently reengineered our call center training program for new hires using an integrated method I developed and still refer to as Chunk Training.

6 reasons why outsourcing a call center can work for your business

Magellan Solutions

Here are 7 reasons why outsourcing a call center can work for your business. Philippine call centers’ expertise increases efficiencies within your business. Outsourcing to a call center lets you reap numerous benefits. New to outsourcing?

3 Key Soft Skills Every Call Center Agent Must Have

Win the Customer

Concrete customer feedback metrics, KPIs and CRM systems can be considered as the ‘science’ behind call centers, but the soft skills of call center agents are considered as the art. Here are the top 3 soft skills successful call center agents should possess.

Types of technical support given by call centers

Magellan Solutions

Offshore call centers offer different kinds of services, one of these is technical support. Here’s a quick guide to several types of call center technical support. These are several technical support options you can choose from when outsourcing to a call center.

Talkdesk Named Call Center Leader by GetApp


Independent business tool analyst GetApp just released their Call Center Leaders report for Q1 2017 and the results show Talkdesk rapidly climbing to the top of the industry. With a category score of 16/20, Talkdesk is the second highest reviewed call center solution in the category.

3 Things Being an Overwhelmed Call Center Manager Taught Me About Motivating Employees

Myra Golden

I called George into my office. George jumped at the chance to get out of the call center and sit in on a meeting with managers and directors. Here are 3 things being an overwhelmed manager taught me about motivating my call center employees.

4 Tips for Effective Call Center Management


Managing the day-to-day operations of a call center can be a tall order. Call centers are central to the customer support operations of many companies. Effective call center management involves many different skills and processes. Call Center

Why Call Center Training, By Itself, Doesn’t Work

Pretium Solutions

I know this may sound strange coming from a principal of a company that provides call center training around the globe. However, my colleagues and I truly believe 100% in the following statement: Call center training, by itself, doesn’t work.

Offshore Call Center for Cruise Companies

Magellan Solutions

Outsourcing call center processes to an offshore service provider is a viable option for cruise companies that don’t have an internal call center, as well as those that have limited capacity to handle calls. Why an Offshore Call Center for a Cruise Company?

Inbound Call Center Agents: Key Skills That Help Company Growth

Magellan Solutions

Inbound call center agents handle calls initiated by customers. These calls may cover everything from product inquiries and clarifications on a given transaction process, to grievances and complaints. Their ability to handle calls accordingly can make or break a business.

58 Customer Service Experts and Call Center Managers Reveal their Most Important Tips for Reducing Call Center Volume


Call centers are often one of the most bustling hubs of a business, serving as the central point of contact between customers and the company. Call center agents handle myriad tasks from helping customers navigate the purchase process to technical product troubleshooting

5 Tips for Having Better Conversations in the Call Center


What is a call center designed for if not talking on the phone? Sure, there’s after call work and other administrative tasks, but the most important thing you do all day is talk. After all, you called them! Call Center

The On-Demand Economy Demands Better Call Center Software


The communication landscape is changing rapidly and the most successful brands are the ones that use call center software to adapt the quickest. That’s where the right call center software can be a valuable tool. Call Center

The worst advice we’ve ever heard about inbound call center outsourcing

Magellan Solutions

Much has been said with regards to inbound call center outsourcing – which country has the best agents in terms of cost and communication skills, which companies offer the best package, and what is the most important thing to do before finalizing that agreement with your outsourced call center.

5 reasons why you should outsource to call centers in Metro Manila

Magellan Solutions

But with the steady increase of call centers all over this lively archipelago, how will you know which city to pick? Choosing the right location for your call center can affect your business in more ways than one. This just means 24×7 reliable call center support.

Why your SaaS startup needs a BPO call center

Magellan Solutions

Here’s why every SaaS startup needs a BPO call center: A BPO call center can help your startup retain existing customers. A call answering service can increase overall customer satisfaction, encouraging customers to return for more transactions in the future.

5 Advantages of Call Center Voicemail Transcription


Voicemail is an essential call center feature for a variety of reasons. Providing callers with the option to leave a voicemail can reduce call queues, ease call volume stress for agents and direct callers to a solution after the maximum wait time or queue size has been reached.

7 Killer Tips for your Travel Site and Call Center to Navigate the Busy Holiday Season with Ease


So how can customer support centers within the travel industry better plan for the 2016 holiday season? Analyzing and reviewing these crucial pieces of data in advance, will enable you to better anticipate call center requirements and provide customers with a quality experience.

Is Your Call Center Ready for Bots?


This technology means some brands have started to leverage chatbots for customer service in the hopes of saving on call center costs. But how do customers feel about these chatbots versus the ability to call and receive live support on the phone from a human?

Cost Cutting in the Call Center Kills Customer Experience

Win the Customer

Business Call Center Customer Service Management Finances If careful consideration is not made in cost cutting, companies will end up spending less and getting less, or spending less, but costing more in other areas that have to compensate.

Outsourcing an Infomercial Call Center

Magellan Solutions

This is where your infomercial call center comes in. When prospective customers call the number on display, you need to make sure that agents are on the other end of the line. What Makes an Infomercial Call Center Special?

How to Scale Your Call Center Without Outsourcing


For many companies (growing and established), call center software forms the backbone of their customer support. This is because call centers enable companies to provide real-time, personalized support to customers. Call center agents are needed at different times.

Pros and cons of locating your call center in the Philippines

Magellan Solutions

On our Quora profile , we get lots of questions about outsourcing, call centers, and BPOs everyday. Here are some of the pros and cons of locating a call center in the Philippines as opposed to other countries: Pros: Accent – The Philippines is now No.