14 Critical Call Center Metrics You Should be Tracking

inContact

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

BlueOcean

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.

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5 Strategies for Improving Call Center Coaching Sessions

inContact

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.

Top reasons to outsource your call center

Magellan Solutions

Call center outsourcing can help you improve your telephone answering service. Why Outsource Your Call Center? You should outsource your call center for the following reasons: Lowered costs. Outsource your call center to the Philippines.

12 Critical Questions for Call Center Agent Engagement

Win the Customer

Call Center Coaching Culture Customer Service Management Leadership Based on 25 years of research done by Gallup polls, the book "First Break All of the Rules" shares the following 12 questions that are key in keeping your talented employees.

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?

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.

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.

Using Call Center Teams & Data to Support Outbound Sales

BlueOcean

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.

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?

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.

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

Talkdesk

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.

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

Talkdesk

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.

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.

4 Tips for Effective Call Center Management

Talkdesk

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

The On-Demand Economy Demands Better Call Center Software

Talkdesk

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

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

inContact

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.

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.

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.

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.

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

nanorep

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.

5 Tips for Having Better Conversations in the Call Center

Talkdesk

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

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?

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

nanorep

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

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 Important Metrics for Call Center Success

Jacada

Today, as more and more brands are chosen based on whether the overall customer experience matches their expectations, metrics are essential to help make sure call center protocol is in line with these expectations.

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.

Is Your Call Center Ready for Bots?

Talkdesk

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?

5 Advantages of Call Center Voicemail Transcription

Talkdesk

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 Customer Service Phrases To Never Use In the Call Center

Talkdesk

From time-to-time, your call center team members will be met with challenging customer interactions. These interactions can trigger agents to make common call center mistakes. The post 7 Customer Service Phrases To Never Use In the Call Center appeared first on Talkdesk.

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.

Moving Your Call Center to the Cloud After Avaya’s Bankruptcy

Talkdesk

The company will continue to operate and has plans to retain control of their contact center, but there are certainly plenty of question marks around the long-term viability of their offering. With Talkdesk , creating your cloud-based call center can be done in as little as five minutes.

How to Scale Your Call Center Without Outsourcing

Talkdesk

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.

What’s the Best Call Center Software for Your Business?

Talkdesk

Whether you are replacing a solution that no longer suits your company’s needs or investing in your first system, choosing the best call center software for your business can be a daunting task. Call center software can be a significant investment. Call Center

4 Situations that Make Callers Angry in the Call Center

Talkdesk

Even the most well-run, customer-centric contact centers deal with angry callers every day. In some ways, this is just the nature of call centers. Smart call center management recognizes that angry callers are an unavoidable reality. Dropped call.

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?

6 Ways to Advance Your Call Center Performance (Part I)

Pretium Solutions

Optimizing call center performance can be a tricky proposition for call center leaders and managers. Call centers are generally characterized and perceived as cost centers, and that has always bothered me. Did the agent appropriately brand the call?