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Posts Tagged ‘call center management’

Your Call Center Management Checklist: The Holiday Edition

While the holidays are a time of rest and relaxation for some, retailers across the globe are preparing to scale their businesses for the busiest time of the year. There is plenty of due diligence to be done in all business departments to prepare for the chaos of the holiday season, but the most important…

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10 Essential Call Center Scheduling Tips

The scheduling of agents in a call center can have a major impact on the operation’s success. In particular, agent scheduling can have a tremendous impact on customer service and satisfaction levels. Your loyal customers are the key to your financial success as a company, so it’s important that effectively manage the schedule of each of…

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Tips for Benchmarking Call Center KPIs

Key performance indicators, or KPIs, are an essential piece of any call center management strategy. KPIs help you manage your workforce and identify areas for improvement at almost every level: individual agents, call queues, and your call center as a whole. But without clear standards and goals, key performance indicators are really just numbers. You…

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4 Ways to Decrease Average Hold Time in the Call Center

Quality customer service is an extremely important aspect of any business. One thing that impacts this segment of your business is average hold time. Average hold time is the length of time customers are placed on hold when contacting your company. That being said, it’s easy to see how that can influence your customer service levels.…

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3 Causes of Long Average Call Duration (And How to Fix Them)

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. Average call duration is one key performance…

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How to Manage Your Call Center After the Holidays

As the holidays approach, most call center managers are busy scaling up their teams and preparing for the rush. After all, anywhere from 20 – 40% of yearly sales occur during November and December for many small to mid-sized businesses. But after the busy holiday season, it’s important to remember that call center life will…

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How to Successfully Manage Remote Call Center Agents

Today’s virtual call center solutions allow for more flexibility than ever, especially when it comes to remote workers. Thanks to these cloud-based applications, all your call center agents need to do their job is a computer and a strong Internet connection. Remote agents help cut back on operational costs, and because of their work flexibility, tend…

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Call Queue Management 101

If you’ve ever called a business with a customer support issue, chances are that you have experienced the frustration of long hold times. And let’s face it: by the time that you call in for customer support, you’re already frustrated. Then, you’re left waiting for extended periods of time until an available agent can take your…

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Seven Benefits of Call Center Scripts

When your customers think of call center scripts, they usually think of your agents reading from a piece of paper or their screen and giving everyone the same repetitive answers. This seems artificial, and can leave your customers feeling like they are not being truly heard on their specific issues. Despite the bad reputation that…

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How to Prepare Your Call Center for the Holiday Season

For many call centers around the world, the holiday season has already arrived.  And if you haven’t started to prepare for the influx of calls that your call center is about to receive, now is the time! In order to help you run your call center efficiently during this busy time of year, we’re sharing…

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