Welcome to our blog! Here we share insider tips and tricks to successful call center managment. In over thirty years in the call center industry, we’ve learned a thing or two and found the best knowledge is that which is shared.
Please contact us if you’d like more information about any of the topics here, or would like more information on how we can support your call center needs.
What Is QA and Why Is It Important in a Call Center Environment?
QA stands for quality assurance, and it's an important part of many business processes. In a call center environment, QA can take on several forms and is typically targeted at ensuring SLAs are being met while the overall quality of end-user interactions is upheld. Types of Contact Center QA Methods At a high level, contact [...]
What Security Requirements Should Call Centers Be Compliant With?
In the modern environment of robocalls and seemingly constant data breaches, transparency about security and privacy policies is paramount for businesses in all types of industries. That becomes even truer if you handle any type of personal data, ranging from patient health information to consumer credit card transactions. When it's time to bring in outsourced [...]
3 Benefits the Right Call Center Brings During Your Holiday Rush
No matter when your rush season is, a qualified holiday customer service center can help you handle customers and keep employee morale up. For many companies, especially in the retail niche, the biggest rushes come during the holiday season. Here are some of the benefits of working with the right retail call center to gear [...]
Bilingual Call Centers: Why You Need One, What You Need to Know
The answer seems obvious: Bilingual call center reps are necessary when you have customers that speak something other than English as their first language. This is especially true if you have a large customer base that doesn't speak English or is not proficient in it. But not all businesses consider the complexity of bilingual customer [...]
2019 Call Center Trends and Why They Matter for Your Business
If you partner with a call center outsourcing company to handle the volume of contact and communication your company receives, it's a good idea to stay abreast of trends in the industry. Check out these 2019 call center trends and why they matter for your business. 1. Artificial Intelligence Is Often a Factor in Processes AI [...]
What Is Omni-Channel, and How Do Call Centers Play a Role?
Omni-channel is a growing trend in marketing and sales, and while it can get complicated, the basic idea is this: Customers rarely start and end their buying journey in a single channel. In fact, they often don't even start and end across just two channels. Traditionally (read: before the integration of the internet into every [...]