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5 Awesome Contact Center Culture Lessons
Every year, big companies put out lists of the top places to work. From hammocks and ping-pong tables to fully stocked break rooms and rooftop zen gardens, it may seem like company culture is directly tied to the amount of money you’re willing to spend. But a recent visit to a contact center proved that an awesome culture isn’t something that’s bought. In fact, it can be built without spending anything at all.
5 Popular Call Centre Metrics
Today, as more and more brands are chosen based on whether the overall customer experience matches their expectations, metrics are essential to help make sure call centre protocol is in line with these expectations.
However, at the same time, not every metric can be solely customer-centric as there are operational costs and other business needs that must be factored in. With that in mind, here are five critical metrics for call centre success today.
3 Tips for using call centre technology to improve productivity
Enhancing call centre productivity depends largely on the type of tools used for the job. If effective and collaborative means are implemented, efficiency and productivity are almost guaranteed to increase.
In today’s technology market, there is no shortage in the range of choices of call centre software with a multitude of capabilities fit for your centre needs. Choosing the right package is only the start of implementing progressive changes in your company.
Because of this, you have to make sure you start right by building the correct foundation.
London Call & Contact Centre Expo
ExCel LONDON Exhibition Centre
21 & 22 March 2018
GPG cordially invites you to join us and get a chance to meet with our CEO, Mr. Olivier Prado.
Book a meeting with him in London from 20th to 22nd of March.
Ph#: +44 208 077 1881
@: [email protected]
Mark your calendar now and we look forward to seeing you there:
For more information, message us via Contact form
6 facts about call center that will surprise you
Call Center – many people when they hear those words begin to count how many telephone calls they have answered from telephone operators so far this week. But have you ever wondered what you really know about call centers? Here are 10 facts that will surprise you.
The 15 best things about working in a call centre
For a lot of people working in a call centre is terrifying. We reveal the 15 best things about working in a call centre.
5 Ways to Make Work Fun at Call Centers
Customer satisfaction is directly proportional to the service and assistance offered by the contact centre. And it is conventional wisdom that happy employees offer the best customer services. So, once you have a pool of vibrant employee ready to rub off their optimism onto the clients, ensure that their effervescence remains intact. Don’t let them feel like a cog in an impersonal machine. The gamification of the work process will boost their performance, which in turn will result in higher rate of client acquisition and retention.
7 of the Most Common Contact and Call Center Outsourcing Issues
Familiarizing yourself with the ten most common contact and call center outsourcing issues will help you ask all the important questions during the vetting process. Addressing each of these ten items below will ensure you choose the best BPO partner for your company.
Better Understanding About B2B Customer Support
Despite the widely accepted tenet that “the customer is always right”, the reality is that the statement completely depends on who the customer is and how you define “right”.
If you are a business selling to a business (B2B), being “right” is significantly less important than getting the problem solved. Obviously, you know your B2B company has to provide great customer support if you want clients to return. But the standard assumptions about customer support in a B2C environment don’t work in a B2B environment.
5 Call Center Agent Performance Metrics You Need
Figures show there is a lack of performance metrics established in the call center.Without proper performance metrics in place, contact centers miss out valuable opportunities to drive customer service excellence that results in a better customer experience overall. It’s simply a shot in the dark to determine agent strengths and weaknesses.