The task of a call center can be challenging at the best of times and it can be worse when you are interacting with people from diverse cultural backgrounds. But that does not mean that you can’t effectively carry out…
Live call monitoring is viewed by many as micromanagement. When viewed in this sense, people might argue that it can essentially be counterproductive in their attempt to improve processes. The reality, however, is that this is one of the most…
It is arguably the worst time for telemarketers! On one end, the number of people enrolled in the National Do Not Call Registry is at an all-time high with more than 200 million Americans placing themselves on the list. And…
There are two main advantages of providing great customer service in your call center. The first is that your customers will be satisfied with your service and maybe even recommend you to others. The second is that after pleasing numerous…
We have all had the experience: we phone our cable company, wireless provider or our utility, talk agitatedly about the pressing issue, go through all the troubleshooting steps, and bang! The call center executive on the other end says, “Sorry…
Gone are the days when virtual agents where just a concept on drawing board. Today it is a reality that is quickly augmenting and replacing the need for human support personnel. And everyone, including small and large companies, have embraced…
A misplaced notion about setting up a call center is that technology eats up the largest portion of the total cost of operation. Many threadbare cost analysis have shown that about 75% of the costs of a contact center are…
Do customers find it hard to trust contact centers any longer? So it seems, if we go by the findings of a 2015 report by Dimension Data, which says customer experience has seen a steady drop for 4 years in…
As businesses increasingly go online, customer care would play a bigger role in determining their fate in the market. This is because, for online customers, the only real point of contact is the call center and so the onus of…
