Tag Archives: Call

3 Tactics to Level Up Your Call Center Coaching With Speech Analytics

Veronica Krieg April 1, 2021 As customer service leaders continue to embrace the life where agents can work from where they’re most comfortable, new challenges catapult to the top of priority lists. Gartner research shows in two years, nearly nine in 10 leaders think 20-80% of the customer service workforce will still work from home. … Continue reading 3 Tactics to Level Up Your Call Center Coaching With Speech Analytics

12 Statistics to Inspire You to Take the Next Steps (Big or Small) and Move Your Call Center to the Cloud

Veronica Krieg January 11, 2021 As many as 20% of Fortune 500 companies won’t make it through 2021 in one piece. Saddled with technical debt and bureaucratic processes that slow down decision-making, Forrester predicts many top-tier companies will sell off pieces of their business or merge with others to stay viable. The unexpected challenges of … Continue reading 12 Statistics to Inspire You to Take the Next Steps (Big or Small) and Move Your Call Center to the Cloud

How to Stop Abandoned Calls From Ruining Your Customer Satisfaction and Toppling Your Other Call Center Metrics

Ellen Christenberry December 13, 2020 A company recently charged me for a duplicate purchase I didn’t make. I knew if I didn’t jump on a call with customer service right then and there, I’d likely forget (or procrastinate) until it was too late and I couldn’t get the charges removed. So, I dropped everything I … Continue reading How to Stop Abandoned Calls From Ruining Your Customer Satisfaction and Toppling Your Other Call Center Metrics

Google My Business is Testing a New Call History Feature

Pam Aungst November 19, 2020 Google My Business is a “free tool that allows you to promote your Business Profile and business website on Google Search and Maps.” Through your Google My Business account, “you can see and connect with your customers, post updates to your Business Profile, and see how customers are interacting with … Continue reading Google My Business is Testing a New Call History Feature

How Managing and Coaching to Agent Performance Metrics Amplifies Your Call Center’s ROI

Veronica Krieg October 12, 2020 Almost 80% of your agents show up to work without knowing what’s expected of them. Too many business leaders see the contact center as a cost center, so developing and investing in agent performance falls off the radar. The less money you spend in the contact center, and the more … Continue reading How Managing and Coaching to Agent Performance Metrics Amplifies Your Call Center’s ROI

Majority of chains call local-digital marketing an ‘untapped opportunity’

But 77% of multi-location brands complain executing locally at scale is very challenging. Greg Sterling on August 12, 2020 When people hear the phrase “local business” they tend to think of mom and pop stores. But national brands like Chipotle, Anytime Fitness, Home Depot, Macy’s and Walmart are also local businesses because they exist in … Continue reading Majority of chains call local-digital marketing an ‘untapped opportunity’

Fight Call Center Burnout and Sky High Turnover Rates: 3 Omnichannel Technology Trends to Adopt to Simplify Your Call Center Agent Experience

Laura Krajewski August 7, 2020 As a call center agent, a day of work can be like whiplash. They have hours of monotonous work the first half of your shift and then… BAM! Something goes awry and they’re swamped with back to back phone calls from angry customers. The switch from boredom and tedium to … Continue reading Fight Call Center Burnout and Sky High Turnover Rates: 3 Omnichannel Technology Trends to Adopt to Simplify Your Call Center Agent Experience

Training Your Call Center Agents to Sound the Alarm on Harassment in Abusive Customer Interactions Instantly Can Fuel Your Agents’ Empowerment

Laura Krajewski July 17, 2020 When I was in college, I worked in a call center. And one call is engrained in my mind as a permanent reminder of how not to interact. The customer who called in was just so insulting and so…mean. See, I was the last person on the shift. We were … Continue reading Training Your Call Center Agents to Sound the Alarm on Harassment in Abusive Customer Interactions Instantly Can Fuel Your Agents’ Empowerment