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Contracting Help Desk

5 Challenges SMBs Face When Contracting Help Desk

Do you consider help desk a convenience? If you do, you’re taking it for granted. Help desk isn’t a convenience. It’s a major determinant of customer satisfaction and it can differentiate you from your competitor, increase sales, and boost revenues. But even if you take it seriously, you may not be able to provide it at a high level. That’s typical of many SMBs. These businesses often have resource-constrained IT departments, limiting service. So savvy managers turn to Contracting Help Desk to compensate. It provides benefits that are hard to ignore—including boosting customer service and customer satisfaction. It’s a solution you should consider if you can’t provide exceptional technical support. When done correctly, contracting can make you a market leader. […]

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cloud-based

5 Advantages Of A Cloud-based Inbound Call Center

Thinking about switching to a Cloud-based inbound call center? You’re not alone. Many savvy managers of premised-based call centers are. But it’s a tough decision to make. Switching to a Cloud-based call center offers numerous advantages. It’s why more and companies are doing it—even high profile ones like British Telecom. BT recently launched a Cloud-based call center in Spain. This center scales from 50 seats to 1000 seats, delivers intelligent routing to 190 countries, and integrates multiple communication channels—voice, e-mail, Web chat, and so on. But switching to Cloud-based call center entails risk—especially to your data. And while some of that risk is more perceived than real, it’s a big risk. Losing data can devastate your company. Below we take […]

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Innovation Culture

The 10 Key Elements Of An Innovation Culture

Apple. Amazon. Google. What’s the secret behind their success? It’s their ability to innovate. These companies are among the most innovative in the world. And, thanks to their innovation culture, they’re also among the world’s most successful. But these are tech companies. They should be great innovators. Right? Innovation drives many tech companies. But it also drives many non-tech companies. Ever hear of Starbucks? How about Whole Foods Market? Or, Cocoa Cola? All are on the Forbes list of 100 of the world’s most innovative companies. Innovation benefits any company. It can benefit yours. Why is innovation so critical? It’s a matter of survival. Companies that innovate survive. Companies that don’t wither away. So if innovation isn’t in your company’s […]

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call center metrics

16 Vital Call Center Metrics Which will help others

How do you measure the effectiveness of your call center? How do you identify gaps and build improvement strategy? Here is the comprehensive list of vital call center metrics. We have put together a list of 16 call center metrics which we track on daily basis & hope these will help others too. C-Sat (Customer Satisfaction) **Top Call Center Metrics It is a measure of how products and services supplied by a company meet or surpass customer expectation. C-SAT is based on customer’s experience with the support or service. The scoring for this answer is most often based on a 0 to 10 scale. Average Handling Time (AHT) **Top Call Center Metrics Average Handling Time (AHT) is a key measure for […]

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