Read Between the Lines: Understanding Your Caller’s Behavior

Understanding your caller’s behavior

Dealing with frustrated customers over the phone day in and day out can be unpleasant and emotionally-taxing to many call center agents. Even so, a call center organization should make it a point to remind its employees to treat irate customers with patience and courtesy. Why? Because the company stands to lose a significant amount […]



Call Center Tracking: Why BPOs Should Track Their Results

call-center-tracking

Call monitoring and call scoring are excellent practices call center managers can use to increase quality control. These methods are useful because of the qualitative and quantitative results that prove valuable to optimal practices in call centers. If you own a small business with a call center and are unsure about tracking results, the following […]



Four Reasons Why You Need the Blended Cloud CRM

blended-cloud-crm

A blended cloud CRM is an excellent solution to increase flexibility to inbound and outbound work groups for your business. Also known as a blended call cente, a blended cloud CRM combines telephony, automated call dialling, and inbound and outbound operation of your call cente. A blended cloud CRM is one of the most efficient […]



Making Your Quarterly Sales Review? These Questions Might Help

quarterly-sales-review

Your quarterly sales reviews (QSR) are essential in helping you as a business owner examine your business’ performance and identify its many successes and misses. The process is useful in giving you the information necessary to aid your business in reprioritizing the challenges and opportunities it faces and helps you to create a plan to […]



A Small Business’ Guide to Choosing The Best CRM

BestCRM

Maintaining healthy relationships with clients is necessary for any businesses to grow. Startups nowadays are starting to integrate customer relationship management (CRM) software into their operations to achieve efficient communication. Choosing the best CRM requires small businesses to consider the following factors. 1. Reasonable price model CRM software has different features hence they vary in […]



Non-Negotiable Characteristics That Your Customer Service Team Should Possess

Customer Service Team

According to American Express, “A third of consumers (33%) cite ‘a rude or unresponsive customer service representative’ as the most likely customer service issue to influence them to switch brands or companies. Over one in four (26%) cite ‘being shuffled from representative to representative with no resolution of their issue’.” Another study conducted by NewVoiceMedia […]



The Advantages of Call Backs in Delivering Excellent Customer Service

Advantages of Call Backs

There are a plethora of problems that you can encounter when receiving calls from your customers. However, as a customer service provider, one of the worst things that you can do is to place your customers on hold for such a long period of time, that they’ll end up hanging up. The good news is, […]



How Excessive Performance Monitoring Can Suck the Life Out of Your Agents

Performance_monitoring

The quality of performance monitoring done to contact centre agents isn’t something that should be compromised, let alone neglected. Without the proper monitoring in place, the quality of the support provided by contact centres are bound to decline. That being said, not only should performance monitoring be given emphasis, it should be considered as a […]



5 Mindsets That Can Take Your Customer Service Team to the Next Level

Customer_Service

When pressure starts kicking in, the ability to remain calm and composed start crumbling down and we’d rather resign ourselves into believing that the situation couldn’t get any worse. Sometimes, you will be dealing with irate and overly-demanding customers and instead of having control over the situation—the situation controls us. In times like this, we […]



4 Key Areas You Should Enhance to Elevate Your Service Convenience

Service Convenience

When attending to a request becomes taxing and dragging on your customer’s end, this can lower your chances of satisfying your customer. They may not always immediately get what they came for, but providing them with outstanding services that would cost them less time and effort can and will always be the best way to […]