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Call Center Systems

Optimizing The Effectiveness Of Call Center Systems

If you manage an inbound call center, you face a big challenge. You need to boost your call center’s performance cost-effectively. Otherwise, customer satisfaction could fall below acceptable levels. And that could cost your company millions. But boosting call center performance isn’t easy. So how do you do it without blowing your annual budget? One way is by optimizing the effectiveness of the call center systems and applications. Managers that have done it have reaped the rewards. Their secret: Implementing a cloud-based call center infrastructure. It’s a solution that’s growing in popularity. It’s also a solution you need to consider if you haven’t already done so. Like many technologies it can impact FCR and that can boost call center performance […]

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employee productivity

6 Key Trends That Boost Employee Productivity & Engagement

Do you ask for input when making key decisions? Or do you make them alone? If you make them alone, you may be missing critical input. And that can lead you to make a critical call center mistake. The people most impacted by decisions can often provide powerful insights you can use to make a better, more productive decision. According to a recent survey 40% of the respondents feel mangers consistently fail to ask for input from others when making decisions. This finding may surprise you. But it’s only one of the findings uncovered by a recent survey on employee productivity and engagement. Survey’s Key Findings Fierce, Inc., a leadership development and training group, conducted the survey, which contacted 1,400 […]

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improving customer service

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 out the competition. So how do you overcome these factors? That’s no secret. You create consistent customer experiences or improving customer service. Doing so boosts your brand and reputation. It also increases customer service and customer satisfaction. Unfortunately, new challenges make it harder to produce consistent customer experiences. These challenges give customers a boatload of options to explore. As a result, customers are less willing to settle for anything less than the best. Below are five opportunities that you can turn into consistent customer experiences using cost-effective best practices. 1. Provide Precise, Up-to-date Information Studies show that a key reason for […]

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Customers Speak

Customers Speak 6 Languages, Do You?

Gone are the days when Inbound Call Centers were just about helping customers. Today its about user experience, delighting customers, recurring sales, referrals & a lot more. Can you afford to publish a toll free number and sit back? You need to be at the right place at the right time. Be available when, where & how the customer desires. You must have all ends covered. Here’s a list of 6 channels of communication that you must open when designing your CRM strategy. Phone Support: Customers speak directly to customer support representatives over the phone and have their queries resolved effectively. For inbound calls, the IVR (Integrated Voice Response) can be programmed to route captured calls in a variety of […]

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