4 Customer Service Statistics That Deserve Consideration When Running a Call Center

Customer Service Statistics

Delivering great customer service should be your top priority when you’re making business decisions in your call center. After all, statistics show that keeping customers happy is the key differentiator in running a successful business. In that same vein, you’d be doing your call center business a big favor by paying attention to all statistics […]

4 Ways Call-Backs Improve the Customer Experience

Call Back

Thanks to current technology, call centers are now offering state-of-the-art solutions and processes that help businesses serve customers better. One such solution is callback services, which has been instrumental in addressing key problem areas in call centers, namely long hold times, abandoned calls, repeat callers, and congested call flow. If you have any misgivings as […]

Five Best Practices for Handling Customer Complaints in the Call Center

Customer Handling

Every call center receives its fair share of calls from customers who want to field their complaints about a particular product or service. That’s only par for the course. After all, fielding feedback and complaints is a big part of what call centers are supposed to do. Customer complaints or feedback aren’t necessarily bad. In […]

Why Empathy Statements can Improve the Overall Quality of Your Customer Service

Empathy Statement

Being an effective customer service professional requires an extensive skill set. Patience, product knowledge, communication skills — all these are key traits that give the quality of your customer service a big boost. But above all else, a customer service professional needs to have empathy. If that statement has prompted you to raise your eyebrow […]

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 […]