3 Training Tips for Helping Difficult Customers

Giving guest service that will generate conversation for your company doesn’t stop at assisting friendly customers. Truly impressive employees and managers are able to help all customers, even those who call with angry complaints. The ability to calm down irate customers, no matter what kind of tough customer they are, and fix their problem will […]

How To Step In As A New Contact Center Manager

Being a contact center manager is not for the faint of heart. Stepping in as a brand new manager for a call center can be even more stressful and nerve-racking. That being said, here are a few tips to help make the transition process a little easier. Showing compassion can help you build an engaged […]

Top Traits of the Ideal Contact Center Supervisor

Call center supervisors are expected to excel at a variety of roles and responsibilities, epitomizing the title of “multi-tasker.” Not only must they manage agents, but also handle challenging customers, organize shifts, report call center metrics to call center management and ensure that quality objectives are being achieved. They must fill the role of expert […]

3 Tips for Creating the Most Effective Employee Schedule

While it is vitally important to every call center to offer quality service to customers, that cannot happen unless your employees arrive at work promptly, and when they are scheduled. Even if you use scheduling software, many small adjustments need to be made on an almost daily basis as employee needs change. Many times these […]

3 Ways to Promote a Positive Call Center Work Environment

The average call center turnover rate is between 26% and 51% annually, which is hardly a surprise considering the daily challenges each call center employee faces as a necessary part of the job. While handling a call with a customer might be unavoidably stressful, the employee experience outside of calls does not have to be. […]

5 Tips for Training Your Contact Center Staff

Managing a workforce, whether it be a room of 20 people or a room of 200, is never an easy task. It is hard work that requires excellent people skills, the ability to multi-task, as well as the composure to remain calm under pressure. Being manager, you are given the job of not only handling […]

What To Look For When Purchasing Call Center Headsets

Selecting the right headset is an integral part of running a successful and profitable call center. Call center managers closely monitor the average time that an attendant spends with a customer, and are constantly working to increase efficiency and reduce that number. The type of headset that a call center attendant uses can be directly […]

Verint Media Recorder Performance Management: Meeting Needs, Exceeding Expectations

For any call center, standardizing performance metrics can be difficult and time-consuming. Verint Media Recorder Performance Management can help make this tedious and difficult task rather simple. As a unified solution, it provides you with the set of tools and structures needed to not only track but also monitor and improve the performance of your […]

Empowered Employees Deliver Satisfied Customers

The obvious goal of every call center is to maximize their company’s profits by increasing revenues and minimizing costs. All too often, however, enterprises focus on one side of the equation – to the detriment of the other. One vital but often overlooked dynamic provides a strategy to achieve both: As the two principal stakeholders […]

Verint Media Recorder Text Analytics for Customer Satisfaction

Customer satisfaction is of the utmost importance to any business because every business, no matter how big or small, depends upon its customers to thrive and flourish. Researchers the world over stress the importance of this aspect of a business continually, more so because it acts as a metric through which organizations can understand, manage […]