How Technology is Transforming the Call Center Industry
The call center industry is rapidly evolving, and technology is playing a significant role in enhancing its operations.
Call Center Articles
Four Ways to Step up Compliance and the Customer Experience
In the aftermath of the pandemic, consumer expectations of brands have escalated, whilst brand loyalty has diminished. Compliance and the Customer Experience have never been more important.
Do You Need a CRM Strategy? Here’s How to Create One
The CRM system is often hailed as the heart of customer experience (CX), yet many businesses don’t give their CRMs as much thought as they merit.
Five KM Predictions for Contact Centers Confronting the Great Resignation
Steve West, Head of Marketing at Shelf, reveals his top predictions for knowledge management in contact centers in 2022.
Coaching Call Center Agents in Nine Easy Steps
Call recording is my favorite method for coaching agents and maintaining quality phone calls. Want to get started? Here is my nine-step guide.
How to Recognize Call Center Stress – And What to Do About It
Here are some of the signs that a customer service agent is already stressed out from his or her job and what to do about it.
How to Create an Effective Call Center Outsourcing Plan
Outsourcing frequently enables businesses to increase productivity and efficiency, while lowering costs and increasing profits. Here are some essential questions to ask at the planning stage.
Hook Me Up With A Human
What has happened to the good old fashioned customer service? Most organizations today have digitized humans out of existence in their customer service operations!
Identify Your Silent Customer Service Message
Too many business owners are relying on the old ways of doing things. Whether retail or service oriented, old clichés and techniques no longer work.