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
Unless you’re Santa Claus, you can’t be everywhere at once (and even he can do it only once per year). So when you’re deciding where and how to support your small business customers, you have some... 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
As a small business, you already know that big businesses are going to win on economies of scale and incumbent advantage. But you have your own advantages, including fewer customers and greater flexibility in how to serve... 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
