Tag: Research

The End of the Call Center Revolution

January 30, 2018 / GuidesFor Team

Statista reports that there has been a decline in global outsourcing industry revenue since 2014. 2017 figures are expected to follow the trend. Business Process Outsourcing (BPO) is one of … Continue reading The End of the Call Center Revolution

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The Benefits of Work-at-Home Call Center Agents

January 30, 2018 / GuidesFor Team

Telecommunication technology has matured enough to implement call center agents working at home. Customer support is one of the most important cost centers of any business. It is why it … Continue reading The Benefits of Work-at-Home Call Center Agents

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Ten Important Skills of A Good Contact Center Manager

January 30, 2018 / GuidesFor Team

Middle management in a contact center is a challenging profession. They have to balance the standards and the demands of upper management with the gripes of front-line agents. Glassdoor data … Continue reading Ten Important Skills of A Good Contact Center Manager

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How to Take Charge of The Phone Conversation in Customer Service

January 30, 2018 / GuidesFor Team

We all have personality differences. It is a fact of life and makes social interaction interesting. But what about timid and aggressive personalities? Are they suited for customer support? Customer … Continue reading How to Take Charge of The Phone Conversation in Customer Service

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2 Ways to Arrive at the Right Service Level for your Customer

September 13, 2017 / GuidesFor Team

The Pareto Principle has long held sway over the business world. Investopedia explains it as the act of attributing 80 percent of a result to 20 percent of the movers. … Continue reading 2 Ways to Arrive at the Right Service Level for your Customer

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The Challenges Facing Call Center Today

September 13, 2017 / GuidesFor Team

The Conversation highlights how social media played a role in rescuing many families during recent disasters like Hurricane Harvey. Beyond just posting social media messages on one’s news feed, it … Continue reading The Challenges Facing Call Center Today

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5 Ways To Measure Call Center Performance

September 13, 2017 / GuidesFor Team

If there’s any organization that should not keep customers waiting, it should be 911. However, as reported by Counton, sometimes the lines do get jammed, and the person suffering an … Continue reading 5 Ways To Measure Call Center Performance

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4 Good Reasons Why Your Call Center Needs a Chabot

September 4, 2017 / GuidesFor Team

Technology, automation, service – according to Customer Think, these are the new elements that can make one contact center stand out from the rest. While the industry will always remain … Continue reading 4 Good Reasons Why Your Call Center Needs a Chabot

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10 Principles that Your Call Center Reps Should Remember

September 4, 2017 / GuidesFor Team

“Your entire company is a contact center.” That’s one advice from Forbes if you want to succeed in a very competitive landscape. That means that every single employee and department … Continue reading 10 Principles that Your Call Center Reps Should Remember

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