Blogs

Call centers that handle service and support calls are, unfortunately, often viewed as cost centers. Although these centers usually don’t bring in revenue directly, they do contribute to the company’s goals in many valuable ways, most notably in reinforcing the company’s brand and in increasing customer loyalty. read more

Our previous post on call center coaching titled, “Call Center Coaching: 5 Tips to Ensure Your Success,” gave tips to help you improve your management style in a support or call center environment. read more

Managing staff—in any form–is hard work and requires a well-stocked repertoire of people skills, business acumen, and the ability to juggle multiple projects and deal with pressure. read more

Customer service games can add spice to a training program. I ought to know, I wrote the book! Unfortunately, I’ve seen too many games used just because–well, I’m not sure why. read more

For years, contact center managers have been measuring operational metrics like average handle time, average hold time, turnover, sales per representative, average time to respond, and so on. read more

As the economy recovers, many companies are looking for opportunities to claw their way back to pre-recession sales levels. read more

Fess up, now! There some customers you just love to talk to and others that you can’t wait to get off the line, right? Of course there are some customers who are just downright cranky and rude, but barring those grouches, there’s a reason why you relate better to some people than to others. read more

You’ve heard of First Contact Resolution, right? Hopefully, you’re taking concrete steps to resolve as many issues on the first contact as possible. read more

If you’re not already crowdsourcing your customer service and support, it’s time to consider doing so. Why? Smart businesses are always looking for ways to help their customers. read more

Companies are reframing customer service as a strategic method for gathering important information to inform marketing direction and product development. read more