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Top Attributes of an Outstanding Call Center Agent

Call center agent is often a thankless job, angry customers yell and blame them for their dissatisfaction. The agent faces more of humiliation than appreciation, it gets grueling and frustrating. The customer service job is selfless because when they get a favorable response it is not acknowledged to them, it is the company that gets the credit. They certainly deserve our respect.

What is good customer service?

Good customer service relates to the service you and your employees provide before, during and after a purchase. For example, it’s how you interact with your customers. Improving your customer service skills can lead to greater customer satisfaction and a more enjoyable experience for them.

How to Handle Huge list of Outbound Sales Calls

Making outbound sales calls are essential for the sustainability of both smaller and bigger call centers. You may found Individuals continue saying cool calling is dead, yet numerous fruitful organizations depend on frosty calling to drive income. To tell the truth, you may not get the same positive response from it as in the past, but it is not dead as well! Regardless of whether they’re top organizations or new companies, they all need to have smart call center representatives making calls during the shift to get the clients.


Phones are one of the key channels in which businesses can invest in to further their growth. However, choosing the right channel is an art in itself. If you would like to figure out, which channel to shortlist from phones, email, social media, live chat, or knowledge base do check out this page on call center software which has a detailed description of the various channels and when it would be advisable to use them.

The 9 Most Important Call Center Trends to Watch in 2018

We saw a lot of changes to the call center and customer experience landscape in 2017. Cloud communications and virtual agents were on the forefront of everyone’s minds, and social media was more important than ever. 2018 is shaping up to be the year of strategic thinking: better analytics, more intentional social media conversations and innovative ways to involve artificial intelligence. To help you stay on target for 2018, we’ve identified nine of the most influential trends affecting centers so far.

4 easy ways to find call centre outsourcers

Trying to find the right call centre outsourcers your business can be difficult to navigate. Firstly you’ve got the challenge of just finding out who and where all the call centre outsourcers are located and then it’s a matter of considering important things like price, quality and reputation. But how do you decide who’s right for you when there are literally hundreds of call centre outsourcers to choose from?

Motivational Games for Call Centres

Games can be a great way to motivate advisors, so we asked some experts and our readers to suggest a few of the best for call centre teams.
But these suggestions come with a warning. While incentives, both for teams and individuals, can significantly improve performance, they need to be carefully deployed.
Make a tactical decision as to when to run an incentive, perhaps when employee engagement is low, and you will see immediate results.

8 Tips for Reducing Call Handling Times

For contact centers, average handle time (AHT) is one of the most important measurable metrics.

This measurement determines the average amount of time a contact center agent maintains contact with a customer. When properly analyzed, AHT can provide valuable insights into the efficiency and overall productivity of agents as well as a customer’s likely satisfaction rating.

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