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Do you pay attention to your call center security? What if a former employee was able to collaborate with criminals, access your system, and take sensitive customer financial information? How many of your customers would be at risk? Thousands? Now think how many customers would want to stay with your business after losing their accounts […]

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Web self-service. What do you think when you hear that phrase? Saving money? Cutting costs? Lowering service standards? Avoiding the customer? Maybe even promoting laziness? Many call centers focus on the cost savings aspect of self service options. Yet few call center managers see self-service as an asset to improve call center performance. Let’s look […]

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How well are you training your staff? Service is one of the biggest factors that can determine the success of your business and the success of your call center. Look at the statistics: 68% of customers will switch brands based on a poor service experience – Gartner Group 92% of customers form opinions about a […]

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How many hours do you spend managing your call center employees? How much do you spend just trying to figure out schedules? How do you ensure that the right people with the right skills are in your call center when they are needed? What can you do to better manage your resources? You can put […]

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Global call centers are a reality in today’s globalized society. How do the different countries and cultures influence the call center industry? Are there different best practices when operating call centers in different countries? Can countries be loosely grouped based on their traits? What should a call center manager do in this new world of […]

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Call centers are a global industry. Where there are phones, businesses, and people you will find call centers. Yet, exactly how similar are all these multitudes of call centers? How different are call centers in each country? Can a business rely on a call center operating half way around the world to function in the […]

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Offshoring is out, at least in the typical sense. For the savvy outsourced contact center manager, offshore call centers are synonymous with degrading service levels, hidden costs, and lost customers for clients. Yet, there may be a way to take advantage of the cost savings of offshoring while maintaining service quality levels. VectorBPO is proposing […]

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In a Cornell University ILR School report titled The US Call Center Industry: Strategy, HR Practices, and Performance, the average call center turnover rate was 33%. That’s one out of every three employees leaving the call center. According to the report, the average cost to screen and train each new employee was $4,300. Your call […]

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Veritape, a provider of call recording solutions, recently announced a partnership with ExoIS, an information security and compliance firm, to make its CallGuard call center security technology a core piece of the ExoIS PeepSafe portal. Maintaining call center security is challenging for managers because of high staff turnover rates and multivector threats coming from different […]

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The conversations your call center agents are having with customers may be a valuable source of information you’re ignoring. Are you making the most of interactions by learning from your customers? Are you able to monitor what they are saying and see the patterns in the data? Speech analytics has significant benefits for every aspect […]

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