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Why The Call Center Matters More than Ever

Investment in omni-channel customer service is a prominent corporate trend. Companies are looking to text, Web self-service, instant messaging and just about any other method they can find to deliver a better customer experience. But while all of those channels can be useful in retaining customers and building loyalty, too many brands are not paying enough attention to the most important customer channel they have: the telephone.

The secret life of a call centre worker: a degree of compassion never hurts

Call-centre workers have it tough. Like retail staff, we are frontline cannon fodder. We have the task of dealing with people who are in the majority of cases lovely and reasonable but also sometimes disgruntled and short of patience. If you work 40 hours a week, the last thing you want to do is spend 20 minutes on the phone to a stranger discussing why your bill has gone up 30%. Who can blame them?

How to Protect Your Call Center Agents from Burnout

Any job in a call center can wear people down, especially those in high-volume retail, technical or collections departments. It’s no wonder that call center employees have an above-average turnover rate. During the busy holiday season, call center agents can get even more stressed out from the number and type of calls they get.

Top 6 trends for enterprise call centers and customer service in 2018

Predicting the next big thing can be daunting but the rapid transformations already happening at enterprise call centers are undeniable. The call center space is a significant, growing opportunity, and a powerful tool, which can — for better or worse — transform the success of a brand in today’s digital world where customers expect responses 24x7x365.

The Difference Between B2B Customer Support and B2C

B2B is simply shorthand for “Business to Business”, and it generally refers to who you sell your product to. If your company sells a product or service to other businesses, you’re a B2B company.
The inverse of B2B is “B2C” – This means Business to Consumer. Your company is a B2C company if you sell to individual people (consumers) as opposed to businesses.

The Importance of Good Customer Service in Call Centers

Everyone has been a victim of bad customer service at some point in their life. It is extremely frustrating when you dial the number for a call center and are placed on hold for what seems like hours. Most people are busy and do not have time to sit around and wait for their questions to be answered. In addition to that, rude and unhelpful employees are a major turnoff for customers. With all this being said, businesses need to continuously stress the importance of good customer service in their call centers.

Non, travailler dans un call center n’est pas forcément l’enfer.

Intervieweurs bilingues, chefs d’équipe, superviseurs… Dans les petites annonces des journaux, il n’y en a que pour eux ! Les professionnels du téléphone ne connaissent pas le chômage. Vous cherchez un emploi ? Les propositions des recruteurs vous paraissent alléchantes mais vous hésitez encore à répondre aux offres ? Voici les bonnes raisons pour postuler…

The Most Common Call Center Software Features

Are you in the market for new call center software and not exactly sure which features you need? Are you confused about the difference between an IVR and an ACD? Are you curious about how much call center software has evolved since you bought your on-premise solution 10 years ago?

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