The only thing harder than working in a call center is managing one. Insanely high standards cause stress, and can lead to massive turnover rates. Sometimes it even seems like you’re being set up to fail, like... Continue Reading
Joe Queenan, author of “One for the Books,” has read at least 6,000 books in his lifetime. When asked why people read, Queenan quipped, “Because they hate their job.” Well, whether you hate your job or love... Continue Reading
There’s no getting away from reviews nowadays. You find them on search engines, on social media, in apps, and on dedicated review sites. Consumers rely on them to decide which movies to see, the best hotels to... Continue Reading
A great call center podcast can teach you a lot about the profession. You can learn what works and what’s mostly hype from hosts’ and guests’ experience, and keep abreast of trends to see where the industry... Continue Reading
Update: This post was updated on 3/12/2018 to add two new free software options. “There’s only one thing I value in this world, Stephen, and that’s loyalty. And without it, you are nothing.” -Philip Seymour Hoffman in... Continue Reading
Learning from your own mistakes is good. Learning from others’ mistakes is even better. Finding and following call center experts to learn from their experience can save you time, money, and frustration. It enables you to learn... Continue Reading
It’s a given that customers want help with their problems and to feel like you’re hearing their suggestions. But how do they want this communication to happen? Guess right, and you’re rich. Guess wrong, and you may... Continue Reading
Update 2/1/2018: This post has been updated to include more influencers to follow. To be successful, you should surround yourself with successful people, right? Delivering a solid customer experience is tough, but listening to people who have already... Continue Reading
Contact centers are challenging places to work. They are fast-paced, the industry moves quickly, and small changes can make a big impact on already thin margins. That’s why it’s essential to keep up with what others are... Continue Reading
Running a call center isn’t easy work. Schedules, call center software, and salaries all have to be set just right to make sure you’re profitable. Working at one isn’t easy either. To help make these tasks easier,... Continue Reading
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