Ever heard the saying, “If you can measure it, you can manage it?” We’re here to take that one step further: “If you can measure it and manage it, you can improve it!” But only if you know what data points to monitor. Which can be hard for call centers ...
In the first quarter of 2024, total U.S. household debt rose to $17.69 trillion, with 9 percent of credit card accounts and 8 percent of auto loans in delinquency, and 3.2 percent of overall debt in some stage of delinquency. That continues the upward tre ...
Every business needs the features that were once only available to actual call centers with floors of cubicles and hundreds of agents. Why? Because 80 percent of customers now consider the experience a company provides to be as important as its products a ...
A call center can be unwieldy if not approached with the data, and customers know how to keep it at bay. Why can it be unwieldy? Great question. If you don't have clear-cut guidelines and structuring for how the agent data is examined, in conjunction with ...
Call centers have a direct impact on how customers perceive your business. A customer’s experience in the call center is often the most important factor that determines whether they will be repeat customers. That’s why it’s so important to focus on how yo ...
Debt collection touches every business, big and small. It's an all-encompassing term that reaches across sectors and business stability. According to the Federal Reserve Bank of New York, in the first quarter of 2024, US household debt, including mortgage ...
We have all experienced automatic call distribution (ACD), sometimes also called automated call distribution, when calling our favorite (or not so favorite) companies. Here’s what ACD often sounds like: “Please hold… All our agents are assisting other ...
Many people who work in a call center have to learn on the job. After all, no one goes to school for “call centering,” and so what they didn’t learn from professors they now have to learn from you. Certain tools such as call recording, call monitoring, an ...
If you’re a call center, you likely be fielding hundreds of calls in a single day. Customers will be calling in with all sorts of problems and expecting the person on the other end of the phone to help. It’s why many call centers use call routing to contr ...
Clarity, reliability and functionality have always been key elements in the call center communication strategy. This year looks to add improved analytics, reporting, social media and more to the list. The point is not to make the subject sound more import ...
