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Call centers need to invest in innovative, automated technologies to keep them competitive and responsive to customer expectations. The more advanced processes used in a call center, the better your quality assurance will be. A great example of this type of technology is Computer Telephony Integration (CTI).  

Customers are the lifeblood of any successful company. The stronger the public image and reputation of a brand or company are, the more delighted customers are their products and service. Therefore, a customer service career is one of the pillars of customer experience in organizations. This article outlines a customer service career path for you if you want to get a job and succeed.

If you are looking to improve the customer service standards in your call center, there are a few key things to consider. First, you need to understand how well your agents are performing. Next, you need to see how your existing processes are benefiting, or hurting, the customer experience. Both focus areas require understanding and analyzing the processes and training in your call center. A quality assurance (QA) plan can help you do all of this and more.  

Regarding call center laws and compliance, there are many abbreviations in the industry literature, such as FCC, FTC, TRACED, TSR, and STIR/SHAKEN. This article focuses on TCPA, a critical piece of legislation for anyone in the call center industry. It regulates telemarketing areas, including auto-dialed calls, text messages, prerecorded messages, and unsolicited faxes. So let us get to the call center laws and TCPA.

Working as a call center agent is a mentally and physically demanding job. It is more complicated than it appears to be to spend hours attached to a phone and chatting with emotional customers. Agent churn is one of the most typical problems in contact centers. The majority of agents do not stay for longer than a year. However, the company's turnover rate is always higher than average, costing it money and effort. This article is a practical guide on minimizing agent churn in call centers.

It is impossible to emphasize the importance of call centers to the consumer experience. The call center is often the first point of contact for customers who have questions or issues about a product or service. But, on the other hand, how do call centers ensure service quality and identify areas for improvement? All of your queries about call center quality assurance guidelines are answered in this post.

No retailer or service provider can afford to neglect the importance of a positive customer experience. Good customer experience leaves customers feeling appreciated. But on the other hand, a lack of customer service can significantly affect a company's retention rates, driving potential consumers away. The lack of customer service costs businesses over USD 60-billion per year. Do not worry! This article is all about bad customer service examples and how to improve them.

Call center coaching is a crucial way to improve agent performance. But coaching isn’t only beneficial for agents—it also has a ripple effect on the entire call center. When agents feel supported and adequately trained in their jobs, they provide better customer service. In turn, KPIs and customer satisfaction scores improve. Coaching is an important investment to make in your agents and for the success of your call center. But the nuances of a call center can make coaching a bit unclear. Which goals and training processes should you prioritize in your customer service coaching plan?  

It is suggested to apologize sincerely to the customers when necessary; however, not always a mere "I'm sorry" works well. We can use many other phrases instead of saying sorry for these situations. The customer service representatives should know when to apologize and what to say instead of saying sorry to the frustrated customers. This article walks you through the steps of apologizing in customer service.