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 [...]

Your customer service agents provide a direct link between your business and your customers. They are there to provide support and assistance, ensuring problems are dealt with quickly to leave customers satisfied. But the life of a customer service agent isn’t always an easy one. The nature of the job means that agents often [...]