Asking the right questions is one step toward ensuring you make the right hires. Call centers suffer from high employee turnover rates. The mean annual attrition rate for U.S. contact centers was 31% in 2018, and those... 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
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
You’ve heard the jargon, but do you really know the difference between a contact center and a call center? In the 1960s, the invention of automatic call distribution (ACD) systems made hiring and training customer service reps... Continue Reading
