Customer Service for High-Value Customers

Many contact centers treat all customers equally, whether they’re brand new customers who’ve just spent their first $5 with the company, or die-hard, loyal fans who’ve spent thousands with them over the years. While everyone who calls in to your contact center certainly deserves the same level of customer service in terms of the polite, […]

6 Tips for Handling Seasonal Contact Center Staffing

Whether your contact center’s busy season comes around the holidays, in the summer, or any time in between, at some point in the year, a spike in call volume will probably necessitate the hiring of some seasonal staff. But how do you find the right employees to take those all-important peak season calls? And just […]

How to Manage Stress at a 911 Call Center?

Working in a 911 call center is, by its nature, a very high-stress job. Carrying the responsibility for other people’s safety and well-being on your shoulders is not an easy burden to bear. And being involved with traumatic emergency after traumatic emergency can definitely take its toll, on both an agent’s physical and mental health. […]

5 Tips for Predicting Call Volume in Your Contact Center

Every contact center is different, but no matter what type of calls your center handles, the issue of accurately predicting call volume is a vital one. If you don’t know when your contact center will be flooded with calls, you might not have enough staff on hand to deal with it. And if, on the […]

Interview Questions For an Ideal Contact Center Employee

Hiring a new employee to join your contact center workforce is never easy. There are resumes to read through and choose from, interviews to schedule and conduct, references to check – and even after going through the entire process, sometimes your new hire still just isn’t the right fit. But by asking the right questions […]

10 Tips For Earning a Reputation For Great Customer Service

There are two major benefits to providing great customer service in your contact center. The first is the fact that your customers will feel much more satisfied with their experience, and will hopefully remain customers, and maybe even recommend you to others. The second is the fact that after creating many of these satisfied customers, […]

5 Tips to Deal with Angry Contact Center Callers

Whether your contact center agents are interacting with customers on the phone or online, incorporating positive words and phrases into the conversation is a sure way to improve those customers’ perception of the level of customer service they are receiving. And having a list of specific words and phrases available to choose from is a […]

The Top Five Contact Center Trophies

It’s basic human psychology – everybody wants to be a winner. People are almost always willing to go the extra mile to win a competition, or to get a prize. While candy bars or other simple tokens do have the ability to motivate as prizes, the winner’s pay-off is much greater if the prize is […]

5 Tips for Providing Great Customer Service on Social Media

In a contact center, a lot of time is spent perfecting the art of serving a customer’s needs during a phone call. What do we say? How do we say it? When do we say it? When do we transfer? When can we handle the situation ourselves? In other words—how can we provide great customer […]

Effects of Dress Code on Workforce Performance

Ah, the dreaded dress code debate. Everyone, from CEO to temp, seems to have a strong opinion about what is appropriate to wear in the workplace, and what is not. So how do you strike the right balance in your contact center? Well, it actually depends a lot on your specific company’s culture. If your […]