Call Center Industry News and Tips
10 Proven Ways for Dealing With Angry Customers
By Myron Curry
One of the most difficult situations an employee will encounter is an angry customer. The human emotional response can and often tries to kick in resulting in an escalation of the customer’s ire coupled with the employee becoming enraged as well.
How to Motivate Your Customer Service Team
By Ilse J Strauss
Small Business and Customer Service has become synonymous with taking an order with a smile.
It makes you wonder what happened to the Training Manual you received as a Small Business owner when you were taught the logistics of great customer service, the culture you need to advocate and how to translate that into your business. [Read more...]
Tips on Setting Up a Customer Service Call Center for Your Small Business
By Gere P Jordan
When you call a business and reach a courteous, polished customer service representative, you generally feel like you’re speaking with a larger company. [Read more...]
What Are KPI’s?
By Michael LeJeune
KPI’s are Key Performance Indicators. It’s really a fancy name for metrics, business scorecard, or business dashboard. KPI’s are one of the most overlooked and under appreciated aspects of learning to run a successful business. [Read more...]
Why Choose Call Statistics to Your Marketing Campaigns
By Neil Barrall
‘Statistics’. Terrible word to pronounce. Fabulous aspect of your marketing!
Any time you run a marketing campaign, it’s wise to use call statistics to show you any incremental increase in call rates as a result of your activity. [Read more...]
Using Metrics To Motivate Call Center Agents
By Christine M Harrell
The latest generation of call center software allows organizations to monitor agent and department performance at a level that would have been impossible ten or twenty years ago.
Creating A Global Call Center
By Jose Phinehstr
Creating a functional call center to serve global customers is much more complicated than starting a local domestic answering service. There are specific logistical and technical considerations you must account for like the cost of taking and routing international calls. [Read more...]
Multichannel Customer Service in Call Centers
By Jose Phinehstr
With the increasing need for better and cheaper customer care services, call centers are in high demand. Call centers are an essential part of any successful customer care strategy because, well, that’s their job. [Read more...]
What Is an Acceptable Hold Time?
By Jose Phinehstr
The most important role in the call center business is that of the customers. Customers are the blood of the call center industry. [Read more...]
Using Excellent Customer Service to Market Your Business
By John Freshney
Few would argue that delivering good customer service does not have a positive impact on a business. Research suggests a number of things that support this: [Read more...]
Customer Service – Don’t Let Other Departments Use Your CSRs
By Lori Miller
When I assess a department or call center, I ask the employees to take a short personality test which focuses on the concept of team. [Read more...]
Employee Scheduling – An Important Feature in Service Industry to Accumulate Larger Business Profits
By Ryan Fyfe
From the recent developments in business and amendments in the professional working patterns, it has been observed that the employees who are working round the clock are responsible for the flow of business profits. [Read more...]
