Tag Archives: Call

4 Practical Coaching Methods to Improve Your Call Center QA

Laura Krajewski June 7, 2021 About a month ago, my shoe order got lost in transit. Naturally, I called customer service to track it down. I sat on hold for 45 minutes, only to be told, “sorry, I can’t help you — our system says your order was delivered.” Another time, I spent a good … Continue reading 4 Practical Coaching Methods to Improve Your Call Center QA →

3 Free Training Templates to Unlock the Potential of Your Call Center Agents

Training Systems

Alijah Landing May 21, 2021 We all possess greatness when we unlock our full potential. It doesn’t matter if you’re a manager, an executive, or a call center agent – we each have our own strengths and areas where we excel. Sometimes, though, that potential sits untapped. Without the right encouragement and guidance, it can … Continue reading 3 Free Training Templates to Unlock the Potential of Your Call Center Agents →

How to Fix Your Top Work From Home Call Center Challenges (Advice from 16 CX Experts)

Call Center

Veronica Krieg May 17, 2021 When contact centers turned on disaster recovery mode last year, it was next to impossible to send agents home with a clear strategy for helping customers. Customer demands heightened as anxiety engulfed the population. And agent attention was split between a home filled with pets, kids, spouses, roommates and everything … Continue reading How to Fix Your Top Work From Home Call Center Challenges (Advice from 16 CX Experts) →

16 Questions to Ask Your Agents if You Want to Retain Call Center Employees

Call Center Management

Alijah Landing May 12, 2021 There’s a lot of pressure on you as a manager to foster positive relationships with your agents, build those bonds, and keep your team happy. Half of your agents quit their jobs at some point in life because of a bad manager. Not only that, managers control 70% of the … Continue reading 16 Questions to Ask Your Agents if You Want to Retain Call Center Employees →

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

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 →

20 Creative Call to Action Examples for Email Newsletter Signups

Email Newsletter Marketing

Kristen McCormick February 16, 2021 Though it is one of the older digital marketing strategies, email marketing is still around because it works. Businesses use this versatile platform to generate and nurture leads, strengthen client relationships, build their audience, and obtain more customers. So how do they get these email addresses in the first place? … Continue reading 20 Creative Call to Action Examples for Email Newsletter Signups →

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

Productivity Tools

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

Customer Satisfaction

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

Google My Business

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

Call Center

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 →