Why The Call Center Matters More than Ever

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...
How to Protect Your Call Center Agents from Burnout

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...
7 Ways to Use Social Media to Promote Your Call Center

7 Ways to Use Social Media to Promote Your Call Center

In this digital age, consumers are more empowered today through the use of technology and social media. Companies are starting to implement social media strategies for call centers in order to keep up with today’s market and authentically connect with customers. The...
Why The Call Center Matters More than Ever

Typical Roles in a Call Centre

Here are job overviews and descriptions for all call centre roles, from a Call Centre Advisor to the Manager. Within a call centre there are common roles: a Centre Manager, Team Leaders and Advisors. There are also other functions such as HR, Trainers or Operational...
The Difference Between B2B Customer Support and B2C

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...
The Importance of Good Customer Service in Call Centers

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...
The Most Common Call Center Software Features

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...