The differences between call center agents with a great attitude for customer service and those whose attitudes need some improving are often very clear. Because the effects of both are going to impact your business, it’s important to not only look for certain traits in those you hire for the job but to also train… Read more »
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Manager’s Step by Step Guide: Call Center Key Performance Metrics
One of the most important tasks in call center management is utilizing Key Performance Indicators (KPI) to gauge the success of staff in their call answering and problem-solving capacity. These call center metrics are measurable values that show the level of effectiveness of your team in achieving the goals you set. Call Center KPIs Research… Read more »
Offshore, Onshore versus Nearshore Call Center Solutions
If you are considering outsourcing your business’ call center, you have numerous options. In the process, you will want to evaluate such factors as how close the center needs to be to your business’ location, the cost of the center’s operation, and language and cultural requirements. When considering the location of your call center services,… Read more »
It’s Time to Comply with the EU’s General Data Protection Regulation
Even though all companies doing business with residents of the European Union (EU) will need to comply with its General Data Protection Regulation (GDPR) by May 25, 2018, most will miss that deadline, according to a recent survey of corporate tech decision makers conducted by Crowd Research Partners. The survey also found that only 7%… Read more »
Why the Call Center is Still Relevant
While it may seem logical that customers would prefer service delivery online or via phone without a human involved, that’s actually not the case at all. Today’s customers expect more from brands than ever before and these companies need to step it up if they are to be successful. How do call centers factor in?… Read more »
Support Your Brand’s Social Efforts in 2018
Handling customer satisfaction through social media platforms was an idea that many people could not comprehend less than 10 years ago. A few years ago, it may have been questionable whether social media could be a way to take care of customers or market products. Today, social media is used more and more to address… Read more »
The Quality Assurance Challenge: Meeting Your Quality Assurance Needs
Successful businesses are driven by great customer service. If a client is satisfied or has a positive customer experience, he will work with this business again in the future, and he will also inform his peers about it. One way to achieve quality customer service is the quality assurance challenge. With this approach you guarantee… Read more »
Scale Your Business: Let Responsive Help with Order Management
Handling repeated incoming calls and managing orders from customers can be hard to keep up with as your business grows requiring you to quickly scale your order management process. When customers call to place orders, placing them on hold while they wait for someone to become available can result in lost sales. At the same… Read more »
Order Taking: Sure, We Can Help
A phone ringing with customers eager to place orders is a positive sign for your business growth but to ensure customer satisfaction the order must be taken down properly. Order taking and management requires time and attention to detail. If your growing business needs customer service representatives who can answer calls and take orders, Responsive… Read more »
When Disaster Strikes, We’re Here to Make Sure Your Customers Are Taken Care Of
We have recently seen the damage that a natural disaster, such as a hurricane, can do to a community. A natural disaster can happen at any time, sometimes without warning and if we are lucky, the worst that we will deal with is a lack of power. Therefore, it’s important to always have a disaster… Read more »
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