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Call Center Metrics, Platforms and News

A Complete Guide on Customer Service Career Path

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.

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A Complete Guide on Customer Service Career Path

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.

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Why Is Quality Assurance Important in Contact Centers and How Do You Manage It?

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.  

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Call Center Laws & 15 TCPA Rules

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.

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Practical Guide on Minimizing Agent Churn in Call Centers

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.

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Call Center Quality Assurance Guidelines & Tips

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.

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All You Should Know About Lack of Customer Service

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.

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Getting Customer Service Coaching Right

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?  

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What to Say Instead of Sorry & 7 Tips For an Effective Apology

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.

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Customer Service Words and Phrases in 12 Situations

Choose your words wisely! The customer service words and phrases are so crucial in every CS strategy. The terms and phrases can significantly influence and shape their opinion about our brand and product in communicating with customers. They also have an impact on customers' decisions. This article covers some of the most useful phrases you can use and explain what they mean in communicating with customers.

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