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Call centers are more than just businesses that take calls on behalf of another company. These organizations represent the companies they service, provide customer support, solve problems and much more. Because call centers can be complex and have a lot of moving parts, it’s important that the call center agents have the skills necessary to produce...

If you want your business to run at peak performance, it can only be done using call center analytics. No matter the size or type of call center, having analytics is an essential part to making your company run as smoothly and successfully as possible. Don’t do business without them!How to Gather Analytics Data?In order...

Today’s customers want nothing short of the best, and if you fail to meet their expectations, a high percentage will be unwilling to do business with you again. Therefore, having an effective customer service strategy in place is crucial.But there’s more to having a customer service strategy than just creating one. You also have to...

Call centers are about more than just answering calls. To excel in the industry, you need to put more effort into training your agents. Here are 10 effective tips for training call center agents:1. Pay Attention to Individual Training NeedsThe first step is to understand your employees’ training needs. Consider what kind of skills each...

Of course you want your call center to do well and run effectively, but the question is how do you achieve that goal? Don’t waste any more time wondering what to do. Let’s break it down, so it’s manageable and simple to determine the best organizational structure for your call center. How to Structure Your Call...

Call center and contact center sound similar, however, their functions and purposes are very different. Without further ado, let’s break down the differences between the two! What Is a Call Center A call center is a business that employees agents to handle inbound and/or outbound phone calls.  Call centers usually integrate an IVR system in...