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Call Center Metrics, Platforms and News

Delight and Sell: How Can Call Centers Become Revenue Generators?

While delivering top-quality customer service is the primary focus for call centers, many organizations now realize that the call center can also be an effective revenue generator. By cultivating a strong relationship between customer service and sales, you can highlight the mutual benefits of both departments working together and instill a more sales-focused mindset among your customer service agents.

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Delight and Sell: How Can Call Centers Become Revenue Generators?

While delivering top-quality customer service is the primary focus for call centers, many organizations now realize that the call center can also be an effective revenue generator. By cultivating a strong relationship between customer service and sales, you can highlight the mutual benefits of both departments working together and instill a more sales-focused mindset among your customer service agents.

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Compliance in Pajama Bottoms: How to Keep Your Call Center Compliant When Working Remotely

Regulatory breaches can expose an organization to significant financial and reputational damage, so ensuring compliance is a key priority for any contact center leader. This has always been a challenge for call centers, and in 2022, the prevalence of remote work has heightened this issue.

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It’s Not Them, It’s You. What is Bad Customer Service and How Do You Spot It?

Do you think your call center is offering the best service it possibly can? Think before you answer. Your first instinct is probably, “Yes, of course! How dare you!” but are you really being brutally honest with yourself?

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Because They Care: 6 Human-Centric Ways to Improve Call Center Agent Productivity

Traditional call center targets can be strong productivity drivers. However, to really improve agent performance, you need to understand the personal motivations of your employees. Simply pushing your agents harder will not be effective. In fact, it may backfire, leading to agent burnout, exhaustion, and even a decrease in productivity levels.

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Battle Royal: Evaluation Spreadsheets vs Scorecards. Which One to Choose for Your Business?

When it comes to carrying out quality assurance for your business, two main tools have become industry standards—spreadsheets and scorecards. If you work in a quality assurance position in a contact center, there’s a 99% chance you are using one or the other on a daily basis.

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What is Your DSAT Score and How to Improve it

DSAT, the evil twin of CSAT, is another useful contact center metric. It may not feature in the discussion as often as big hitters like CSAT, NPS, and CES, but it can be an invaluable tool for identifying CX issues and an important indicator of overall call center performance.

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The Magic Number, Getting Call Center Staffing Right

An effective staffing strategy can serve as the foundation for a successful contact center, keeping customers happy and agents engaged. However, it can be a difficult balancing act. If you have too many agents, costs will skyrocket.

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How to Create Great Call Center Assessments

With customer expectations growing, demand surging, and technology evolving, the scope of call center operations is expanding. A successful call center needs agents at the top of their game, and hiring the right people is the first step towards delivering excellent customer service day in, day out. However, we all know that hiring the right staff, and retaining those staff members, is easier said than done. In fact, according to the Quality Assurance and Training Connection (QATC), U.S. call centers have an average turnover rate of 30 to 45%, a figure well above the national average for other industries.

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Our 7 Favorite Customer Service Books

There is no doubt that excellent customer service is essential to the contact center's success. So, it’s not surprising that there is such demand for customer service books in 2022.

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