Training Your Call Center Employees to be Excellent Communicators

Call Center Employees

It goes without saying that call center employees need to be excellent communicators. As your business’s service front liners, agents are not only your brand’s problem solvers, they also serve as your brand’s ambassadors. ‘Do you want your customer service personnel to exemplify your brand’s vision and deliver service in ways that exceed industry standards? […]

Four Techniques to Showing Empathy to Your Customers


As a business owner, it’s in your best interests to establish and maintain a good business relationship with your client base. One of the best ways to do that is to ensure that your call center’s representatives are consistently showing and expressing empathy to customers in every situation that calls for it. No surprise there. […]

Five Tips for Improving Your Customer Service Agents’ Active Listening Skills

Active Listening Skill

Working in a call center involves a lot of . “Thank you, Captain Obvious,” you’re probably saying now. But listen. While call center agents need to be able to communicate clearly and effectively, it is ultimately their active listening skills that will make a customer happy at the end of the call. Active listening isn’t […]

Four Qualities to Look for when Hiring a Subject Matter Expert

Subject Matter Expert

Every call center organization faces its share of challenges, but it’s how those challenges are met that separates the winners from the losers. But what if your call center is confronted with a seemingly insurmountable challenge in a specific area of its business operations? Who are you going to call? A subject matter expert! The […]

3 Telltale Signs that Your Call Center Employees are Ready for Leadership Roles


Every business owner has to take a proactive approach in seeking the best candidates to fill leadership positions in his organization. Offering promotions is one of the best ways to reward hard-working employees. More importantly, it can go a long way into leveraging their skills for the good of the organization. That said, it’s not […]

Top 5 Customer Pet Peeves that Your Call Center Company Should Know

Customer Pet Peeve

Let’s face it: Most customers would rather avoid calling customer service if they can help it. In a study made by Mattersight, it was revealed that two-thirds of calling consumers already feel frustrated even before a single word is exchanged with a customer service representative. The study reveals that the main reason is that customers […]

Great Techniques in Improving Communication Skills of Your Agents

Communication Skill

Good communication skills are integral to establishing and maintaining a great relationship with your clients, and the onus is on your call center agents to deliver on this end. That may be stating the obvious, but the English language has far too many nuances that there’s always room for improvement. The thing is, delivering excellent […]

Strategies on Improving the Level of Productivity in Your Call Center

Call Center Productivity

The overall success of an organization hinges much on the efficiency of its call center operations. However, there are numerous potential roadblocks that should be addressed proactively to ensure that every cog in the machine is running smoothly.   Successful business managers are aware of this, which is why they are constantly looking for new […]

The Most Common Customer Service Mistakes New Call Center Agents Make

Common Customer Service

In your call center organization, hiring call center agents can sometimes be unavoidable. This is especially true when your business is expanding or when the attrition rate is considerably high. Having new agents is a tricky situation as they require resources — such as time in training, money, and manpower — for their skills to […]

Improving Issue Resolution Rate of Your Technical Support Team

Technical Support Team

The members of your technical support team in your call center company require a different set of skills than that of customer service agents. For one, each member is expected to be an expert on specific technology or device, to have the ability to be on top of many daunting technical issues, and most importantly, […]