A successful sales call as a business is often a cause for celebration, as it can lead to growth, increased revenue, positive customer experiences and effective networking, but what happens when these valuable opportunities are missed? When a call doesn’t make it through to you it instantly bridges the gap between your business and [...]

Leveraging feedback loops is becoming increasingly integral to company operations. Sourcing clients' opinions in a customer service context allows you to learn where you are going wrong and how to improve.  Feedback loops are iterative processes where you gather and analyze customer feedback to make incremental improvements in service delivery. You can use them [...]

How do you measure the success of customer-facing teams? For many businesses, it is a perennial challenge (and not one that’s going away any time soon!) Without the right metrics, it is impossible to determine key variables, like team efficiency, service quality, or customer satisfaction.  Failing to collect these metrics can mean that businesses [...]

In an era where customers now demand fast resolutions to their problems, First Call Resolution has emerged as one of the most significant concepts in the modern customer service environment. This guide to setting up FCR workflows will allow you to tap into its capabilities and transform your business forever.  Effective FCR workflows enhance [...]

Call centres are incredibly busy places. With over 4,400 calls a month (Live Agent) across hundreds of people in remote and physical locations, it can often feel like call center managers need military-level organizational skills to get everything done, unless you have good time management skills. In this post, we will examine why time [...]

Often considered one of the busiest places to work, call centers are incredibly difficult to manage. The constant work and distractions can cause managers to have issues properly executing their initiatives and even neglect key areas—such as training for teams and individual agents. Ultimately, not training your call center agents can negatively impact your [...]

When considering SLA compliance for call centers, no manager can afford to overlook the importance of call response times. After all, when it comes to business, time is money - and so much more. Failing to meet your SLA targets will significantly impact the customer experience, which ultimately damages loyalty and key business outcomes. [...]

Implementing the best customer service practices should be a priority for companies across all business sectors, not least because they play an integral role in client satisfaction levels and how people will view the organization. Research shows that around 80% of consumers say they would look to take their business elsewhere if they have more than [...]

Call centers are the beating heart of a business. They’re essential for maintaining strong sales and customer service elements, providing a direct connection to your customers. But call centers have a significant risk of staff being absent, which is something that can have a detrimental effect on a business. Known as a ‘no call, [...]

Managing a call centre during busy hours can be challenging, but it’s important to take steps to get it right. After all, the consequences of a poorly managed call center during peak hours can be extensive, impacting staff morale, customer satisfaction, and ultimately the profitability of the business. A build-up of requests, long customer [...]