In an information-rich world where there is data overflow, call centers can no longer tie themselves up to, “measure everything that moves,” attitude. They need to ditch this delirious mentality and adopt a more fruitful mindset of, “Measuring what matters the most.” In other words, call center businesses must give up the traditional norm of tracking every single call center metrics, most of which are fruitless, and go for a few selected metrics which can…
Lead generation is the life-blood of your business and hence you invest a lot of time, effort and resources to…
You are watching a crunch football match and your TV conks all of a sudden. It’s midnight and so catching…
It’s quite common for call center agents to confront angry customers who are at their abusive best over unresolved issues. As a committed agent you do your best to reason with the irate customer, but nothing that you say helps ease the situation. The customer only gets more irritated, explodes with rage and swears never to associate with your business again. Handling furious customers can be a tough task as it can put your patience…
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