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2017 Call Center Trends

2017…yes, we made it!

First some good news: call centers aren’t going away this year (well, not exactly – but more on that later). And while call centers are expected to see an uptick in staffing in 2017 (did you know that 4% of working Americans – about 5 million – already work in a call center?) they are also in the midst of wide-ranging change.

Call Centers Go Home: Successfully Managing Remote Front Line Agents

First, some bragging rights: we’re early adopters. Ted Turner once said “I was cable before cable was cool.” In a similar vein, CSR went virtual before virtual was cool – and it wasn’t nearly as seamless from a technology standpoint as remote agent systems are today.

Call Center Turnover Negatively Impacts the Customer Experience

Trained Agents Translate Into Customer Retention

Is it any wonder companies are waking up to the power of the customer experience? When customers calculate whether they had a good experience with your company...

Your Marketing Department Really Cares About Inbound Call Center Activity. At Least, They Should.

Inbound call centers are today’s prized lead generator for marketing departments in the know. It’s not even a ‘secret,’ or ‘industry insider knowledge’ – but rather just another avenue for face-time (so to speak) with consumers who have less and less bandwidth for traditional sales methods.

Untangling the Web of Call Center Quality Assurance

Call Monitoring, Technology, Calibration, Training – Improving Customer Outcomes is Complex Business

Call Center Quality Assurance is All Grown Up.
Call Center Quality Assurance – the tasks, tools and procedures used by the call center industry to measure and improve the quality of the center’s operation – has certainly changed over the years.