Year: 2022

10 Ways to Improve Customer Experience in a Call Center

In a world where businesses are competing for attention, delivering superior customer service is more important than ever. Creating a positive customer experience can result in repeat business, customer referrals and a stronger bottom line. A call center is a great way to provide personalized service to your clients or customers while keeping your core …

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Outsourcing and the Matchmaking Process

Update: Our webinar scheduled for Wednesday September 21st 2022 has been postponed to a later, to-be-announced date.  Outsourcing can save businesses money and allow for higher quality services, so it’s important to evaluate all your options before making any decisions. This fall, Call Center Power will be hosting their first webinar: “Outsourcing Best Practices and …

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Why You Should Prioritize Corporate Wellness in a Call Center Business

In any business, it’s important to invest in the wellness of your employees. However, this is particularly true for call centers. When your employees are healthy and happy, they can better handle the stresses of the job. This can lead to improved work performance and reduced turnover rates. Actually, the idea of corporate or workplace …

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Optimizing Your Center of Excellence: Eight Areas to Consider [A Checklist Primer]

When building, managing, and scaling a successful contact center, you need to focus on optimization in eight key areas. This blog outlines best practices that will help you turn your contact center into a true center of excellence. It will overview everything from recruiting and staffing to reporting and data analytics. If you’d rather opt …

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Why Businesses are Outsourcing Their Contact Centers: The Top Three Reasons

In today’s business world, outsourcing has become an essential tool for companies large and small. By outsourcing certain aspects of their business, companies can focus on their core operations and improve their bottom line. One area where outsourcing has continued to become popular is contact center services. With the rise of the gig economy and …

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The “Dumb” Things Call Centers Still Do but Shouldn’t

Call centers around the world have been through a great deal over the past 2 years. The pandemic and the sudden need to move tens of thousands of their people to a work-at-home environment have forced all companies to take a serious look at their operations, people practices, technology and so much more. In this …

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Customer Success vs. Customer Service

In this episode, we are joined by Emily Keller, LinkedIn’s Head of Talent Solutions Enterprise Customer Success. We discuss the complex relationship that many companies today have with their customers and how these complexities have forced organizations to think more holistically and proactively relative to their customer management strategy. As Emily tells us, it’s not just …

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Sourcing a Call Center Outsource Partner in a Post Pandemic World

Our special guest for this episode is Jeff Velodota, the Director of Sales and Marketing for one of our call center outsource partners; Telecom INC. Along with Doug Deker (President of Call Center Power and outsourcing GURU), we explore how performing the due diligence process on a potential BPO outsource partner has changed pre vs …

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A Continent of Call Center Opportunity

Africa is quickly becoming a new HUB for the call center industry.  However, through misperception or inexperience, many “call center” people around the world are unaware of what this burgeoning market has to offer.  Well, the African people are working to change that.  Africa is a huge place with diverse cultures, a highly educated workforce, …

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