Tag Archives: Center

Asking the Right Questions: 5 Questions to Use in Your Next Call Center Interview

Laura Krajewski September 5, 2021 As a hiring manager, there’s a lot riding on your ability to have a productive interview and find the right agents and supervisors for your call center. If taken too lightly, interviews can end up being a formality that wastes time and doesn’t help you find the right person for … Continue reading Asking the Right Questions: 5 Questions to Use in Your Next Call Center Interview

The 4 Call Center Dashboard Metrics Your Executive Team Needs to See

Laura Krajewski September 2, 2021 Transparency is key when you’re managing a successful team. When organizations practice transparency with their employees, they see greater success in several areas. They have increased employee engagement, a stronger company culture, and foster a comfort that empowers employees to communicate freely. A lot of data is coming in and … Continue reading The 4 Call Center Dashboard Metrics Your Executive Team Needs to See

Make Relationships The Center Of Post-Pandemic B2B Marketing Strategy

Make Relationships The Center Of Post-Pandemic B2B Marketing Strategy by Vic Vaswani , August 18, 2021  Prioritizing customer relationships within B2B marketing strategies was a powerful tool before the pandemic. Now, it’s an essential one, as COVID-19 placed a new importance on relationships between B2B brands and customers. As many businesses now enter into a … Continue reading Make Relationships The Center Of Post-Pandemic B2B Marketing Strategy

Value Your Employees and Pay Them Well to Improve Your Call Center Experience

Laura Krajewski July 31, 2021 Businesses need to be profitable to keep running. So when talking about money, it can be tempting to cut your budget in a number of places – starting with the paychecks of your entry-level employees. But, what happens when a company underpays their employees? For your call center agents, it … Continue reading Value Your Employees and Pay Them Well to Improve Your Call Center Experience

4 Steps to Build a Call Center Training Program that Works

Laura Krajewski June 28, 2021 Designing an effective training program in a call center is no easy task. Sure, your onboarding may be sufficient for new hires. But as those new hires become seasoned employees, their initial training fades, and you need to supplement it with new knowledge. Why? Well-trained call center agents are essential … Continue reading 4 Steps to Build a Call Center Training Program that Works

Taking Steps toward a Long-Lasting Culture of Inclusion and Equality in Your Call Center

Laura Krajewski June 23, 2021 Workplace culture, safety and equality is critical to running a successful call center. It shapes employee engagement and retention, it affects the perception prospective hires have about your company. And for call centers, which are plagued by some unfortunate statistics (74% of call center agents are at risk of burnout … Continue reading Taking Steps toward a Long-Lasting Culture of Inclusion and Equality in Your Call Center

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

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)

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)