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 …
The “Dumb” Things Call Centers Still Do but Shouldn’t Read More »
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 …
Welcome to the Call Center Corner Podcast where hosts Doug Deker and Brian Redden invite experts from the call center industry to discuss the application of professional services that create a Center of Excellence, as well as share insights in the call center technology, trends, and operations. Brian: Welcome to the Call Center Corner …
Opening any business is risky, and can be overwhelming if you have never done it before. Opening your call center can be tricky if you don’t know the ins and outs of the industry. Finding all the information you need is the trickiest part. Can you afford to miss any steps or components? A call …
What Should Your Call Center Consulting Plan Look Like Read More »
Every organization faces the challenge of how to complete work and projects with the staff currently on hand. In many instances, organizations do not have the money to hire additional employees, or hiring a new person is not a sound decision when your team does not anticipate a long-term need for the position. In such …
Before we talk about the benefits of using a call center, let’s dig deeper into the challenges that most small businesses have. Small businesses struggle daily with budgets that do not allow them to provide the services needed, to consistently secure customers. According to Chron, small businesses struggle with: Employee Turnover. Financing. Time Management. Marketing …
U.S. companies today lose more than $62 billion annually due to poor customer service, and 33 percent of Americans consider switching companies after just a single instance of poor service. Call center consulting services can provide that birds-eye view that your organization needs and can turnaround your customer experience sooner than later by focusing on …
How Call Center Consulting Services Can Help Your Bottom Line Read More »
At some point in the lifecycle of most businesses, there’s a decision point regarding how best to deal with the proliferation of customer contacts. In the early stages of growth, most businesses handle calls and emails with an internal staff. As this expands and the cost of adding staff begins to accumulate, many companies realize …
Why Businesses Decide to Outsource Their Contact Center Services? Read More »
We have tried 3 call center outsource providers over the past 5 years, and none of them did a good job. They were great with their dog and pony show, but were wheels off when it came to actually servicing our customers. I’m starting to think the only way our customer service is going to …
“Sometimes I think there is no way we are ever going to stop losing agents. We’ve tried everything we know of to stem the tide but they leave anyway. We are going to relocate this center if this continues.” (Quote from a call center executive talking about call center attrition) Attrition! There, I said it. Call …
