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Is your quality monitoring system doing what you want? Is it delivering the insights you expect and need? If [...]
5 Key Tips For Improving Customer Service
Intense competition. Demanding market conditions. Challenging financial situations. These factors threaten you daily. They make it increasingly harder to beat [...]
Customers Speak 6 Languages, Do You?
Gone are the days when Inbound Call Centers were just about helping customers. Today it's about user experience, delighting customers, [...]
16 Vital Call Center Metrics To Track
Let the metrics paint a true & relevant picture of business performance. Follow the metrics to address the identified [...]
7 Biggest Call Center Mistakes That Need Attention
Have you implemented a CRM strategy yet? No? It's one of the biggest call center mistakes. Put it at the [...]
7 Technologies That Impact FCR Rate Positively
Want to boost your company’s bottom line? -- Invest in inbound call center technologies that directly impact FCR rate. That’s [...]
Delivering Consistent Customer Experiences
What’s your primary goal as a manager of an inbound call center? If it’s not delivering consistent customer experiences, it [...]
Managing Multiple Relationships: Best Practices
Think managing one vendor relationship is tough? Try managing two or three at the same time. It’s enough to make [...]
How to Audit a Customer Support Call
Do your customer support reps constantly make mistakes? Are you able to identify their weaknesses? Are they not motivated [...]
7 Proven Secrets To Boosting FCR and Customer Retention
FCR alone can increase customer retention by 5% and boost profits by up to 85%. That’s according to an infographic [...]
Top 7 Tips On Motivating Call Center Agents
Motivation is essential for staff in 24/7 live call centers. It is not only the services that matter the [...]
7 Top Customer Information Sources
Do you deliver tailored customer experiences? No? Then you’re missing a golden opportunity to boost your bottom line. Delivering tailored [...]