Archive | Contact Center

Top 7 Tips On Motivating Inbound Call Center Agents

Blog post by on August 27, 2014

Increasing productivity is every manager’s job. But doing so is a challenge in inbound call centers. After all, call centers agents are under tremendous pressure.They’re expected to handle huge volumes of contacts professionally, expertly, and courteously—and still …

Contact Center Economics 101: Big Data Meets Recruiting

Blog post by on August 26, 2014 Editor's Pick

We hear a lot about “big data”, but what has it done for you? For all but the most advanced contact centers, the answer is “not much”…yet. However, recently-concluded research results indicate big data may help you …

How to Convert Your IVR into a Customer Friendly System?

Blog post by on August 23, 2014

Have you just purchased an IVR system? Have you already started customizing the IVR? Congratulations on your first big leap to becoming a prosperous business owner. IVR systems have become that much important for the modern businesses. …

Gamification – Get your contact centre game on

Blog post by on August 21, 2014

Customer relationship management is important for any contact centre to deliver the best customer experience possible. However multi-channel online customer service is increasingly allowing customers to resolve common queries themselves, only engaging with contact centre agents when they experience …

CallTalk Caramels: Benchmarking Made Easy

Blog post by on August 11, 2014

Benchmarking is a tool best used for optimizing the performance of the contact center. Through its use, managers can pinpoint areas of opportunity for improvement, and support those initiatives that will result in the best ROI for …

Delivering that Chick-fil-A Contact Center Experience

Blog post by on August 9, 2014

[embedded content]As a customer experience consultant, I look at every consumer experience as a learning experience. Last week, I conducted a “quality review” at Chick fil-A® to better interpret the contact center experience. I purposefully arrived during …