Call centers suffer from higher-than-average employee turnover rates, compared to other industries. And all that turnover is costly. All in all, replacing a call center employee costs nearly $10,000 (on average). Sorting through resumes, conducting interviews, onboarding, and... Continue Reading
Customer service, according to Shep Hyken, is not a department. Hyken is a customer service and experience expert and is behind one of our 21 can’t-miss customer service Twitter accounts. Customer service “is not found in rules and... Continue Reading
As a customer service manager, you’ve likely asked yourself what the essential skills for customer service are and whether they truly can be taught. The answer to the latter question is an unequivocal “yes.” Of course, it’s... Continue Reading
Sears recently selected GoToAssist as the company’s remote support tool of choice to connect field service technicians with the company’s master technicians. Now, when someone shows up to fix your refrigerator, they may be talking with an... Continue Reading
There’s at least one thing Pinterest fails and customer service fails have in common: Someone usually didn’t get the measurements right. For example, Comcast can easily measure the extra revenue they bring in from a deceptive pricing... Continue Reading
So, you’re thinking about setting up an outbound call center. Congrats! Between inshoring, offshoring, insourcing, outsourcing, and centers opening, closing, and moving, it’s a crazy and overwhelming time to work in the call center world. One thing that’s... Continue Reading
Getting quantitative feedback on your inbound call center management strategies isn’t difficult. It’s easy to track things such as call volume and average call length, especially with the right call center software. But do those numbers tell you... Continue Reading
“Trend” can have a positive or negative connotation. Some trends are fads, like blazers with massive shoulder pads or cell phone belt clips. On the other hand, trends can be lasting landscape changes. Some trends—that supercomputer in your... Continue Reading
Running a call center is no easy task. Between keeping operational costs low, hiring and retaining star reps, and hitting your KPI goals, you need all the help you can get. Of course, you use call center... Continue Reading
These days, call centers heavily rely on call center software, which reduces cumbersome, manual tasks associated with placing and receiving customer service and sales calls. By automating tasks like call routing, queue management, and reporting, these systems... Continue Reading
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