How To Overcome the 7 Most Common Contact Center Challenges
Contact centers are the front line of customer service! So it’s crucial to have your finger on the pulse of common contact center problems to solve them effectively.
7 Engaging Call Center Contest Ideas To Get Excited About
As a call center manager, you face one of the toughest jobs out there. How do you keep your team motivated despite heavy call volume, disgruntled customers and extreme pressure to deliver good customer service? With a few call center contest ideas, you can give your team members direct reasons to do their best.
Top Reasons for Call Center Turnover and How to Reduce It
It’s no secret that delivering outstanding customer experience (CX) and employee experience (CX) are intrinsically linked. Yet contact centers continue to struggle with staffing shortages and high agent turnover rates. According to a recent Deloitte Digital survey, 63% of contact center leaders are facing staffing shortages and are having to get more creative and proactive…
Quality Assurance Management Techniques You Should Be Applying
Quality assurance management is no easy feat. Trying to maintain a standard of quality can be challenging, especially if you are a large team or just starting to put in place your quality assurance process.
How To Improve Customer Experience In A Contact Center: 7 Quick And Easy Tips
There’s always room for improvement when it comes to customer experience best practices. With the wide variety of touchpoints available for customers to connect with your brand, every channel is an opportunity to impress them with seamless, effective integrations. If your Customer Relationship Management (CRM) software brought you a wealth of information on each customer…
5 Customer Service Team Leader Skills You Need Be Hiring
Are you looking to hire a customer service manager for your team?
What Type Of Manager Are You? 6 Management Styles And Personalities
What type of manager are you? If you are starting to manage a team, you know that your responsibilities can bring its own set of challenges. Sometimes you wonder whether you should befriend your team, but other times you’re scared of losing respect. Or maybe you feel that you should look after your team more,…
The Quality Assurance (QA) Software For Talkdesk You’ve Been Looking For
You’ve provided a comprehensive CRM platform for your customer service agents to engage on. But how are you monitoring their performance and making sure that all your customer service interactions are successful?
6 Mistakes Hurting Your First Contact Resolution Metrics — And How To Solve Them
Wondering how to measure your First Contact Resolution metric and what it means for your contact center? First Contact Resolution (FCR) is a crucial key performance indicator (KPI) for establishing customer satisfaction and operational performance. Alongside Net Promoter Score, First Contact Resolution metrics reveal how effectively your customer service agents are resolving clients’ issues the…
7 Customer Service Values That Play A Critical Role On Your Team
Everyone’s talking about the importance of a customer service culture. Leaders like to spend a lot of time creating strategy, which sets out your goals in a logical way.
