Posts Tagged ‘call center management’
How to Use Call Center Monitoring to Improve Performance
How to Use Call Center Monitoring to Improve Performance Since customer expectations are now higher than ever, a well-structured call center monitoring system can mean the difference between a seamless experience and a frustrating one. Consider this, eduMe shares that “86% of buyers are willing to pay more for a great customer experience.” But customers…
Read MoreHow to Reduce Hold Time in a Call Center
How to Reduce Hold Time in a Call Center Don’t let bad hold practices be the reason you lose customers! Customers dial call centers for fast solutions and answers, don’t disappoint them and place them on hold. No one wants to waste their time by placing their phones on speaker and blasting hold music waiting…
Read MoreBest Ways to Use Call Center Scripts
Call Center Script Best Practices | Best Ways to Use Call Scripts As a provider of some of the most effective, yet affordable, inbound call center software on the market, we are all about effective tools like call center scripts. When your customers think of call center scripts, they usually think of your agents reading…
Read MoreTop Call Center Etiquette Tips (Customer Service Phone Etiquette & Call Handling Rules)
Customer Service Etiquette: How to Speak to Customers in the Call Center Trying to establish rules and procedures that lead to excellent etiquette in your call center? Learn the best practices for handling calls and speaking to customers in the call center. Establishing great customer service etiquette standards is one of the most important things…
Read MoreHow to Handle Angry Customers on the Phone
How to Handle Angry Customers on the Phone: Tips on What to Say Call center jobs are already stressful, and dealing with frustrated customers doesn’t make your job any easier. In fact, handling difficult customers over the phone is consistently listed among the top 3 reasons for turnover in the call center. Helping your agents…
Read MoreHow to Manage Remote Call Center Agents
Managing Virtual Call Center Agents: Tips for Remote Call Centers Looking to learn how to effective manage remote call center agents? Today’s virtual call center solutions allow for more flexibility than ever, especially when it comes to remote agents. But, because remote employees work outside of a central office or location, some virtual call center…
Read More3 Causes of Long Average Call Duration (And How to Fix Them)
How to Minimize Average Call Duration When you are running a call center, you have to find a perfect balance. You want your agents to work as efficiently as possible, but you also want to make sure they are aware of other customers waiting in their queue and that they’re successfully helping each caller.…
Read MoreCall Queue Management 101
Mastering Call Queue Management: Best Practices for a Seamless Customer Experience As the provider of the most effective, yet affordable, call center system software for functions like call queue management and quality assurance, we are all about best practices. If you’ve ever called a business with a customer support issue, chances are that you have…
Read MoreHow to Optimize Schedule Adherence in the Call Center
How to Optimize Schedule Adherence in the Call Center → Download Now: Agent Performance Scorecards [Free Templates] At the end of the day, a call center is only as strong as its agents. That’s why schedule adherence in the call center is so important. This essential metric helps determine what percentage of the time your…
Read MoreHow to Use Call Recording to Reduce Call Center Costs
It is important to know how to use call recording to reduce call center cost. Most call centers are equipped with a variety of popular and important calling features like time-of- routing and call forwarding. But what about call recording? Is your call center fully utilizing this feature? There are a number of ways that you…
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