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Improving Empathy In Call Centers

What can call centre managers do to improve agent empathy skills?
“The capacity to know emotionally what another is experiencing from within the frame of reference of that other person, the capacity to sample the feelings of another or to put oneself in another’s shoes.”(1)
In other words, an empathetic response meets four conditions:
1. An awareness of [...]

Quality Assurance – Why It’s Important

Modern day companies greatly value quality assurance because it helps them keep a check on the quality of their products and services. A good quality product or service leads to satisfied and loyal customers and that is the main goal of every entrepreneur. A business that compromises on quality in the long run loses out [...]

Five Advantages to a Virtual Call Center

You may have already heard of the option of paying for a virtual call center. Yes, it is an extra expense, and no one likes the idea of paying for something they don’t need. However, you have to ask yourself: can you really afford not to look into this when customer service is so important [...]

Employees – The Difference In Business

As business owners, we are always looking how to increase our bottom line.  We spend enormous amounts of energy and resources to developing and implementing a growth plan that introduces new products and incorporates better marketing strategies overall.  However, we tend to overlook the vast importance of the front line staff and their ability to [...]

Retaining Customers Through the Downturn

How do you deepen relationships and drive growth when customers pull back? The Corporate Executive Board’s Sales and Marketing Practice surveyed more than 5,000 individuals at its members’ customer organizations to find out what makes them willing to 1) keep buying from that supplier, 2) buy even more over time, and 3) advocate on that [...]

How Does One Measure FCR?

First Call Resolution (FCR) is a critical determinant of customer satisfaction and the most important performance metric that the call center can positively contribute to reducing organizational cost. Customers expect to have their problem or question resolved in a timely manner; unfortunately, not all inquiries can be resolved immediately or on the first contact. It [...]

Number Of At-Home Agents To Skyrocket

The number of home-based customer service agents in the U.S. is set to explode over the next four years, according to a recent report.
Already capturing the imagination of contact center managers and self-service organizations, thanks to the flexibility they provide, home-based agents are expected to number 300,000 by 2010, nearly triple the current figure of [...]

8 Rules For Good Customer Service

Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won’t be profitable for long.
Good customer service is all about bringing customers back. And about [...]

Advantages Of A Virtual Employee

With the financial turmoil our economy is facing, businesses are losing the competitive ground they once held due to lower customer traffic, decrease in sales and lower profit margins. Unfortunately, in these circumstances, businesses usually opt into cutting the “cost” which usually affects the company workforce. However, what some companies have begun realizing is that [...]

Reducing Handle Time: Consider This

Reducing average call handle time is something that all customer service managers want to do. Even the ones who really want the best customer service experience don’t mind reducing average call handle time. Customers don’t mind being on the phone less time, either.
With that in mind, Reducing the handle time in your call center involves [...]