Hold Time: How to Optimize It and Get More Satisfied Customers Every contact center places calls with their customers on hold for different purposes: either to consult with more experienced colleagues to get answers to some questions or to make some notes. Some hold time is understandable, but if an agent has consistently high average…
Providing a Better Call Center Customer Success Service: Tips from our Top Expert Call Centers are one of the most popular places to work. They may be located all over the world and serve various spheres of business: from the advertising company to the healthcare center. It’s an open secret, that to stay on top,…
Custom Call Center Dashboards – the best way to monitor your company’s workflow It is an open secret that nowadays, the majority of companies worldwide appreciate their time and use to take everything under control. They monitor the workflow of the whole company and their staff, create reports, optimize the…
Benefits of Using Call Disposition Codes in the Call Center It’s an open secret that nowadays every Call Center requires a reliable call solution to keep in touch with its clients worldwide. The modern market presents many variants with various user-friendly features: calling campaigns, auto-answer, call back functionality, analytics and call monitoring features, and…
Free White Paper Discover How Nectar Desk Auto Dialer Can Save You Money! Have you ever estimated the efficiency of Auto Dialer for Business? As an experienced call center software provider, we discovered which exactly technical capabilities will increase customer support productivity on average up to 3 times more. Find out more detailed information on…
Optimizing Phone System Settings for Happier & Productive Agents In the beginning, everything runs ostensibly smooth and then, suddenly, murmurs from agents and complaints from customers come thick and fast. At such scenarios, most managers are good at pointing fingers without spending time scrutinizing the underlying issue. More often than not, we tend to shift…
5 Superior Quality Call Monitoring SystemTechniques in a Call Center Today, strategic business planning is customer-driven. Because of that, businesses should always monitor the behaviour of their customers, lest they wane in this competitive world. Quality call monitoring needs to be accompanied by the quality management of the monitored data. With an impeccable call monitoring…
Multi-Channel Customer Contact Centers Require Multi-Skilling Multi-channel (or omnichannel) customer contact centers have been the priority of new development over the last several years — but they do not come without their challenges. Today’s consumers expect the seamless multi-channel experience. They want to contact a business’s customer service center in the manner which happens to…
Want the Socializing in Your Call Center to Stop? Think Again! If you’re struggling to stop the chatter happening amongst your agents you are not alone — but have you stopped to consider the fact that the socializing may actually be benefiting your call center software? Here are just a few reasons why not only…
3 Most Important Characteristics You Want In Your Call Centre Employees Working in a call center is not an easy job — they have notoriously high attrition rates for a reason. But, high turnover costs big bucks. When you account for the time spent hunting and interviewing, not to mention paid training, the expenses really…