How Customer Service Can Improve Customer Loyalty

Customer Loyalty

There are no two ways about it: if you want your company to be successful for the long term, you have to put customer service at the forefront of your business efforts. For one, numerous studies show that when it comes to running a business, customer service takes precedence over everything else. Why? Because it […]

The Do’s And Don’ts of Setting Quotas for Your Technical Support Team

Technical Support Team

Setting performance quotas is a tightrope balance between business objectives and capabilities of your technical support team. For one thing, the quotas such as successfully upselling a device to a customer are tied to your profitability. If you have your way, you would want to set them up as high as you can. However, you […]

How to be an Effective Appointment Setter

Appointment Setter

Appointment setting campaigns play an integral part in a business’s marketing efforts. If you don’t have an optimized methodology in place, your ROI is bound to take a big hit. As a business owner, it’s in your best interests to ensure that a big chunk of your leads is converted into active clients. For that […]

4 Strategies Your Customer Support Team Can Use to Please Their Callers

Customer Support Team

There are no two ways about it: a company’s customer support team can make or break a business. Your customer service team serves as the frontline that establishes, builds, and maintains a relationship with clients. When a relationship with clients is non-existent, there can be no business. By the same measure, it’s crucial for a […]

5 Tips When Cold Calling Millennials

cold calling millennials

Millennials get quite a bad rap. Most think of us as iPad-toting hipsters who think highly of ourselves and take selfies all day and watch cat videos at every opportunity. With that image in mind, it’s easy to assume that most millennials would be too distracted to pay attention to what a telemarketer is saying […]

4 Tips to Keep Agents from Cheating the Call Center Workflows

Call Center Workflows

Your call center workflows are the scaffolding upon which your organization is built. For one thing, they make up your entire operation as they cover everything from the call flow to the processes. They are created to produce consistency, drive productivity, and cultivate efficiency in delivering quality customer service. In addition, they are the templates […]

How Many Customer Support Agents Do You REALLY Need?

Customer Support Agents

Deciding on the number of customer support agents to hire is an important business decision. If you have too few people answering calls, the waiting time will increase and your customers will most likely be frustrated for staying on the queue for far too long. On the other hand, if you have too many people, […]

3 Reasons Why Emotional Intelligence is Important in Call Centers

Emotional Intellegence

Emotional intelligence is defined as the skill of discerning your feelings and that of others, and using emotional cues to guide your own behavior, thoughts, and decisions. For business-owners who are running a call center, having emotional intelligence is important. For one thing, you are dealing with many people day in and day out. You […]

5 Tips To Run A Productive Team Meeting

productive team meeting

Team meetings are an integral part of running a successful business. Without them, leaders won’t get as much opportunities to align their team’s goals and motivations. Additionally, conducting team meetings allow leaders to address issues that negatively impact their team’s performance. It also promotes team bonding, which fosters harmonious professional relationships among members. Meetings, however, […]

5 Tips to Keep Your Cool When Handing an Irate Customer

handling an irate customer

Working as a customer service agent can be a rewarding job. The mere knowledge that you made a handful of customers happy for resolving their issues is enough to put a spring on your step after a hard day’s work. Ask any customer service professional what they hate most about the job and chances are […]