Call Center Industry News and Tips
How Enterprise Cross-Sell Can Improve Customer Service
By Kristie K Heinemann
Consumers' trust in the financial industry has been shaken. Banks need to be able to make their customers feel comfortable with their banking experience and offer them products that can be interwoven into the fabric of their day-to-day activities.
Top Reasons for Using Offshore Outsourcing to an Offshore Call Center
By Edwin R Johnson
What is Offshore Outsourcing & Why is it Important?
Offshore outsourcing is the hiring of an external organization in a country other than the one where products and services are actually manufactured or developed.
Multilingual Call Center Outsourcing- Breaking Language Barriers
By Morris Jane
A telephonic communication has become a vital aspect of any marketing process. Whether it is selling of goods or developing corporate communication, the role of the call centers have always been complimented for bridging the gap between the business communities across the universe.
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Four Reasons for Choosing Offshore Call Centers
By Muhammad Mazhar
If you are looking to having a customer support program for your business but are finding it confusing, go offshore. If you're not getting it wrong, it is the service which you need to outsource offshore and not take your business entirely overseas.
Using a Hosted ACD to Improve Customer Service
By Christopher S Ray
Customers contact call centers for multitudes of reasons. Nobody wants to wait fifteen minutes only to discover that another transfer is necessary to get them to the right person. And does anyone really believe that you are experiencing "unusually high call volumes?"
Call Routing Techniques
By Laurie Leonard
Be honest: when you make a call you want to talk to a real "live" person. Guess what? So do your clients and sales prospects. A valuable tool you can use to ensure that your calls can always be answered is your telephone company's call routing features.
The Value of a Web Call Center
By Laurie Leonard
I am always surprised at the number of companies who are completely unprepared for the telephone traffic that a new website, a new product or service launch on their site or a new online marketing program will generate.
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How Do I Choose a Call Center for My Small Businesses?
By Laurie Leonard
Choosing the right call center for your small business can seem like a daunting process. It is much easier to tackle if you ask yourself some simple questions that will help you determine what you are looking for.
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Maintaining a Positive Workplace Environment
By Tony Jacowski
Happy employees are generally more productive than unhappy ones. When employees come to work only to get the paycheck at the end of the week, they are not going to give everything they have into their daily workload.
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Holding Onto Callers Once You Have Put Them on Hold
By Charles Elliott
It's happened to all of us; you call a business and you get put on hold where you are forced to listen to either dead silence, recorded music or chit-chat from a local radio station.
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The Benefits of Having On-Hold Music
By Rich McPharlin
Most people are familiar with being put on hold when they phone up a government organisation or a commercial business of some kind. We often complain about being put on hold, but while we are waiting for staff to be available to answer our query we can enjoy listening to some really nice music.
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4 Tips to Make Employee Scheduling Easier
By Carolyn Villanueva
If you're a scheduling manager who's spending countless hours preparing employee work schedules, trust me, you're not alone. Week after week, managers and supervisors have to produce efficient and error-free schedule that will keep the business operations running smoothly.
