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Blog Posts & Infographics

Call Center Technology

Call Center Industry Predictions for 2024

2024 is almost here and many CX professionals are strategizing initiatives for the new year. Several months ago, we took a look at the trends we’ve seen in 2023 so far, but what industry trends will continue into 2024? In this blog post, we take a look at predictions in the CX field to give you an idea of what could be just around the corner for call centers.

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Call Center Technology

What Is Omnichannel and How Your Contact Center Can Adopt an Omnichannel Approach

An omnichannel approach to customer service is the gold standard, yet CX Today reports that only 31% of contact centers have fully adopted the omnichannel environment. Even with so much technological innovation in the past few years, CX Today also says that only 55% of contact centers work in multichannel environments. Multichannel customer service, as opposed to omnichannel means companies interact with customers across various channels, but conversation history is changed each time a switch is made. 

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Call Center Outsourcing

Call Center Performance Metrics: Survey Alternatives

In the dynamic world of call centers, the quest for a reliable metric to measure performance is an ongoing challenge. While customer surveys have long been the traditional approach, their reliability can be questionable, with completion rates often dwindling below 5%.

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Call Center Outsourcing

Outsourcing Non-Core Activities of Your Business

Every organization wants to operate more efficiently. Why? because efficiency is tied to profitability. But how can you streamline your business operations? Consider outsourcing non-core activities of your business.

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Call Center Attrition

Call Center Attrition – Understanding this important KPI

Turnover and attrition. A problem that has plagued many in the customer service industry. A QATC (Quality Assurance & Training Connection) study benchmarks the average call center agent turnover rate ranges between 30%-45%. Many look at this KPI as top metric in calculating a call center’s success. The high agent turnover leads to reduced customer satisfaction rates, lower first-call resolution rates, and many other issues. Read more in our latest blog post.

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Call Center Culture

The Importance of Customer Centric Culture

As call center professionals, we understand the importance of providing an exceptional customer experience. We are tasked with not only ensuring that our customers are satisfied with the products and services they receive but also that their interactions with our team members provide a positive impression about our organization as a whole.

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Press Releases

Brian Redden Promotion to Chief Operating Officer – Call Center Power

LEESBURG, VA – August 1st, 2023 – Call Center Power today announces the promotion of Brian Redden to Chief Operating Officer. In Brian’s new role, he will oversee the execution of Call Center Power’s numerous contact center consulting engagements around the world, cultivate existing and new client relationships, foster client satisfaction across all business areas, lead consultancy and outsourcing services support functions, as well as expand Call Center Power’s CCaaS/UCaaS solution and implementation capabilities and delivery.

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Call Center Consulting

Questions for Your Contact Center Outsourcing Vendor

Are you considering outsourcing your contact center operations? While all call centers may seem similar, it’s crucial to be cautious when it comes to your brand. Basic request for proposal (RFP) questions can help filter out poor choices, but it’s important to dig deeper before hiring.

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Call Center Technology

Call Center Tech Trends: Mid-Year Update

A few months ago, we wrote a blog predicting technology trends in call centers for 2023. As we move into the year’s second half, we’re revisiting those predictions and analyzing the trends we’ve seen in call centers so far. With technology changing so much in the past year, it’s important to stay current on the latest trends and how they impact the contact center industry.

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Healthcare

How can Healthcare Call Centers Increase Patient Satisfaction?

As hospitals strive to improve patient satisfaction, healthcare call centers have become a vital resource for providing swift and compassionate services. However, many organizations need to pay more attention to best practices that ensure customer satisfaction when managing their call center operations.

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