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Call Center Agents

Top 7 Tips On Motivating Inbound Call Center Agents

Increasing productivity is every manager’s job.But doing so is a challenge for inbound call center agents. After all, call center agents are under tremendous pressure. They’re expected to handle huge volumes of contacts professionally, expertly, and courteously—and still achieve high productivity. It’s a lot to ask. So it comes as no surprise that some agents find ways to be productive at the expense of quality and customer satisfaction. As a manager, it’s your job to make sure agents are highly productive without sacrificing quality and customer satisfaction. It’s also your job to make sure agents perform well. That’s a tall order. But you can do it with the right tools. Things like training, recognition, and fair compensation motivate agents, as […]

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Cloud Solution

6 Questions To Ask Before Installing A Healthcare Cloud Solution

Inbound outsourced call centers are the hearts of many Healthcare Cloud Solution businesses. If you’re a healthcare manager, you know what we mean. Once a silo support function, the contact center is now a dynamic marketing tool that can drive business growth. More specifically, it’s a key customer service tool that can boost customer satisfaction. But like many healthcare managers, you could soon face a dilemma. You might, in fact, be facing it right now. The dilemma: Should you install contact center software or subscribe to a Cloud solution where an Internet connection is the only infrastructure you’ll need? It’s a dilemma that requires a solution. Below are 6 questions that can help you solve this dilemma: 1. How Difficult […]

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Customer Information

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 experiences based on actionable customer information, turns visitors into customers and customers into loyal shoppers. And creating loyal shoppers boosts the bottom line. They enable you to avoid the price wars that derail many companies that get involved in them. As Bob Myers, president and CEO of Sheplers says: “If your whole business model is based on a national brand and your competing on price, it’s probably not a good long term business model to have.” Sheplers is among the leading marketers of jeans and other cowboy western apparel for men, women, and children. Creating loyal customers is Sheplers’ forte. Loyal […]

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Employee Engagement

Using Technology To Drive Employee Engagement

The writing is on the wall: Technology drives employee engagement. And leading the way is BYOD—bring your own device to work. Here are some interesting stats about BYOD: 81% of employees use at least one personal technology tool on the job 30% of these employees admit they would disobey a policy banning the use of their own devices at work 69% of the employees are interested in BYOA where employees create/use their own custom apps at work Yet 60% of today’s employers do not support BYOD—many because they believe it puts their businesses at risk. Meanwhile, only 10% of companies are fully aware of all their employees’ devices. Clearly, there is a disconnect between the two. But there shouldn’t be. […]

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