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Most people have their own misconceptions about customer support call centers and the people who work these positions. Often their misconceptions stem from misinformation like “Read it on Facebook so it must be true.” A call center agent’s primary job is to resolve calls as fast as they can. While agents may be encouraged to … Read more
Spikes in contact center volume are inevitable, no matter how slow your client’s flow of business. There will always be times where more people call in at a given time. Call centers have a responsibility to manage these spikes with as little interference in support or call queue flow as possible. From virtual receptionist services … Read more
There are several different call center call routing strategies you could use to help develop more efficient call handling. Call handling is ensuring that a caller is routed to the most appropriate agent who is fully capable of resolving any issues without having to transfer them. Interactive Voice Response—IVR/Touch-Tone Response Routing With this type of … Read more
Establishing customer contact call centers can be a major investment for businesses of any size. There are computers, facilities, equipment, technologies, employees and training required to be able to respond to customers when they need help. This is why many businesses choose to outsource their customer support. In addition to not having to worry about … Read more
Social media has done much more than connect people online with each other. It is also changing and influencing customer service and how it is delivered by businesses of all sizes. Whether it is small family-owned operations or call centers for global corporations, let’s take a look at how social media is being used. People … Read more
The days of customers picking up the telephone and calling businesses’ answering services whenever they had a question, needed support, or wanted more information about products and services becomes less and less. Thanks to the internet, social media, and mobile devices, people now have a wider spectrum of ways to seek customer service. Any business, … Read more
Going above and beyond for your customers is beneficial in that you can build a trusting relationship with consumers. Taking care of your customers can also help you to outpace your competitors. However, customer service isn’t something that always comes naturally. In the flurry of mapping your business’s future to balancing the budget, customer service … Read more
Have you ever desperately needed an answer from a company, only to be stuck on hold, waiting in a long queue of other customers? As frustrating as being placed on hold can be, it’s all part of the customer experience. Thankfully, there are plenty of things you can do to productively pass the time. Here … Read more
Finances are one of the biggest hurdles for startups and small businesses. If you’re finding that overhead costs are causing budgetary issues, now is a good time to take a step back to find ways to cut costs without cutting corners. Thankfully, there are plenty of options to save money so that your company has … Read more
With each New Year come new business trends to be aware of. In the ever-competitive business world, it’s important to keep tabs on trends to ensure that you’re always one step ahead of other companies in your industry. Here are 3 business trends for 2018 that you’ll want to consider employing. Blockchain If you’ve seen … Read more
