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How COVID-19 is Affecting the Call Center
There has never been a time where the call center has been more important....or more strapped.
5 Things to Consider When Choosing the Best Email Management System
Choosing the best email management system that fits your needs will increase customer satisfaction.
Top Trends in the Customer Service Industry This 2020
There are many customer service trends that pop up daily.
Create the Perfect Business Strategy for Your Contact Center
To create a contact center that has an ability to scale, a strategy must first be put in place.
Why It's Crucial to Have an Online Community for Your Customers
You are missing out on huge opportunities if you do not have an online presence.
Top Call Center Conferences to Attend This 2020
Learn about great places to network and connect with other professionals to gather valuable insights, like strategic alliances.
4 SMS Do's and Don'ts in Customer Service
There is a right and wrong way to send text messages to your customers.
How to Improve Your Underperforming Team
Poor results in your contact center may be due to poor teamwork or other factors.
Tips for Supervisors to Increase Customer Satisfaction
If your contact center is ignoring the development of its managers and supervisors, you will run into problems down the line.
How to Manage a Call Center in Crisis
Crises happen in call centers all the time, so leaders need to prepare and learn what to do when one occurs.
4 Budget-Friendly Ways to Show Appreciation to Your Staff
The best ideas don’t involve large sums of cash.
6 Top-Priority Objectives for Any Call Center
Creating organizational objectives to drive your company’s success is crucial.
Simple Yet Effective Ways to Have High Attendance Rates for Your Call Center
Absenteeism is the single-most-important metric for any contact center.
Absenteeism: Your Call Center's Most Important Metric During the Holiday Season
Good absenteeism rate always begins with proper staffing.
Top 8 Phrases for Agents to Avoid When on the Phone
Certain words and phrases may automatically upset customers, preventing them from calling your contact center again.
How to Lead Efficient Call Center Staff Meetings
Good leadership doesn’t happen without engaging your workforce.
Creating Emotional Connections for Better Customer Experiences
emotions shown during customer interactions increase the number of loyal customers.
Reduce Average Handling Time in Your Contact Center
To boost efficiency, it is important to cut down the average handling time in your call center.
Gamify Your Call Center
Gamification is most useful for driving behavior by acting as an incentive.
How to Write the Perfect Call Script for Your Employees
When writing a call script, keep in mind the need you are trying to address for your customers.
Write the Best Emails for Your Customers with These 5 Tips
It’s crucial to have your best foot forward at all times with the customer, especially when writing emails.
Prepare Your Call Center for Thanksgiving Madness: Black Friday
Black Friday typically means an overflow of calls, which means your call center needs to stay ready.
Why Your Customers are Abandoning Your Online Forms
81% of visitors have abandoned a form after starting to fill it out.
How to Efficiently Handle Escalation in Your Contact Center
In contact centers, you can provide better service by segmenting customer concerns based on their resolution difficulty.
How to Deal with Difficult Customers in Your Contact Center
There will always be unsatisfied customers, but how you handle them matters.
5 Ways to Manage Stress for Call Center Agents and Lower Turnover Rate
Stress is one of the biggest challenges you will face in any contact center environment.
Determine the Number of Call Center Agents You Need
Call center staffing is not the easiest to calculate when attempting to hire the perfect amount of people to keep your customers satisfied.
Perfecting Personalized Customer Experience
Personalization drives between 5 and 15% revenue growth for companies in the retail, financial-services, telecom, and travel industries.
Top 5 Contact Center Features for Banks
Financial institutions have a lot of requirements when it comes to servicing customers.
Determine the Number of Call Center Supervisors You Need
You have to look into multiple factors to determine what the best number of supervisors for your call center is.
Why You Need to Obtain Customer Experience Feedback
Without customer feedback, your organization will not know what is working and what is not.
Do You Still Need a 1-800 Number for Your Contact Center?
In an age of internet and mobile broadband technology, there is still something to be said about 1-800 phone numbers.
4 Contaqt Features Every Travel Company Needs
In the travel industry, businesses need to be on-point all the time to provide a superior customer experience.
Preparing Millennial Agents for the Digital Era in Contact Centers
Millennial agents have high expectations, just the same as your customers.
How to Efficiently Manage Multiple Brands from One Place
Brand management is key to a good, successful business.
How to Save Call Center's Resources? Build a Knowledge Base!
You can conserve on precious resources and still meet the very high bar of customer expectations with a knowledge base.
Top 11 Tips on How to Grow a Good Contact Center Agent
With a proper game plan and the right support, you can transform your team of agents into a world-class beacon for customer service.
Promote Your Products Through Your Contact Center to Boost Revenue
In today’s world, contact center technology offers tools for your business to reach out and engage your customers.
Why Adding a Live Chat on Your Company Website Is a Must
Customers expect you to interact and engage with them on all the major contact points.
5 Contaqt Features Every Healthcare Company Needs
Healthcare companies need robust contact centers to handle the influx of questions, concerns and scheduling in the medical industry.
Call Quality Can Make or Break Your Call Center
When servicing customers, it’s vital to get rid of all the obstacles of a customer interacting with your company to get assistance.
Why Integrating Your CRM with Your Contact Center is a Must
Today’s CRM software makes a huge difference in your call center productivity and the customer experience.
Why Your Contact Center Still Needs SMS Module
Even though call centers have many advanced technologies available today, SMS is still important.
Call Center Efficiency Tip: Get an Automated Call Transcription Tool
When it comes to finding trends and insights on the operations floor, there is nothing more important than having transcripts.
Callback: The Most Important Contact Center Feature That You're Probably Lacking
Sometimes, it’s better to have customers leave a message and hang up, so we can contact them later at their convenience.
3 Types of Questionnaires to Improve Customer Satisfaction
When it comes to doing business with customers, there is one important thing that every company has to keep in mind: customer experience.
Identifying and Eliminating Unnecessary Cost from Your Call Center Operations
Running a contact center is always a matter of cost and efficiency.
How to Use Business Intelligence to Drive Contact Center's Productivity
How do leaders make decisions to achieve the best results? The answer is in business intelligence.
Adjusting to Millennial Customers for Your Contact Center
Here are several key points you need to consider when making adjustments to your contact center to better serve millennials.
4 Ways Self-Service IVRs Can Save Your Call Center Time and Make Your Customers Happy
Running an efficient call center means finding a way to deal with mass inquiries in a cost-effective way.
Easy Onboarding for Your Convenience
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