Category: Call Center

  • 4 Solutions for Your Customer Service Woes

    4 Solutions for Your Customer Service Woes

    It’s not easy managing customer service. With phone, email, Facebook, live chat, and many more communications methods, your customer service function might not be able to keep up. Plus, managing customer services like a pro is a whole profession of its own! Outsourcing to a one-stop customer service provider allows you to focus on research…

  • Pitfalls to Avoid When Responding to Customer Complaints

    Pitfalls to Avoid When Responding to Customer Complaints

    A business never wants to hear that its customer has had a negative experience. Sometimes we react poorly to complaints. It’s easy to become emotionally invested in the incredible effort you know your team provides every day. So when you learn of a problem, why do you get all weird? There are five common and…

  • How Does Inventory Management Impact Customer Care?

    How Does Inventory Management Impact Customer Care?

    Inventory management is a complex operation in a warehouse. It’s a way to cut costs and boost efficiency and profitability. And it can improve customer satisfaction when customer care and inventory management are aligned. Maintaining the right amount of product in your warehouse is a delicate balance. Seasonal trends, changes in market conditions, and even…

  • Top 5 Challenges Face by Call Center Manager

    Top 5 Challenges Face by Call Center Manager

    Call centers and customer care centers are arguably some of the most challenging work environments out there. Agents deal with confused and angry customers, changing product or policy information, customer and client’s high expectations, and unexpected spikes in volume make it much more difficult. If you manage a call center or customer care function, you…

  • 8 Ways Weather Can Impact Your Customer Care

    8 Ways Weather Can Impact Your Customer Care

    Mother Nature has shown that she can pack a punch, often when it’s least expected. From flooding to snowstorms to high winds, these weather incidents can impact your customer care functions. If your customer is based in a different location, they may not realize why they cannot reach you or why your hold times are…

  • The Three C’s of Outsourcing Customer Care

    The Three C’s of Outsourcing Customer Care

    When considering outsourcing your customer care, many factors come into consideration. Each provider has a unique proposition. The trick is to find the right provider for your needs. Here are the three C’s of outsourcing: Cost. The number one factor in the cost of running a customer care center is labor. Is your business located…

  • Outbound SMS Amps Up Your Marketing

    Outbound SMS Amps Up Your Marketing

    More than 97 percent of Americans own a cellphone. Of that, 85 percent own a smartphone. That’s according to a study published in April 2021 by the Pew Research Center. Our smartphones have become a reliable form of reaching our loved ones and extended network. Many people use SMS or text messaging for urgent and…

  • How to Ease Your Employees’ Anxiety and Reopen Your Workplace

    How to Ease Your Employees’ Anxiety and Reopen Your Workplace

    In the past year, many employees, including contact center agents, have been working from home. They’ve been enjoying easy access to their kitchens at breaktime, a significantly shortened commute, and furbabies and loved ones supporting them throughout their workday. For many, though, remote work has drawbacks: isolation, lack of communication, loss of commandery, and an…

  • How to Reduce Average Handle Time in a Contact Center

    How to Reduce Average Handle Time in a Contact Center

    Picture it. Your customer service agents are busy, then comes a new wave of callers. Hold times are increasing. People are frustratedly waiting. Your team is getting tired. What do you do? Here we explore strategies to reduce average handle time in your contact center. These ideas can be applied to more than just telephone…

  • How to Help Your Customer Care Agents Recover from Difficult Calls

    How to Help Your Customer Care Agents Recover from Difficult Calls

    If you’ve ever worked in customer service, you know that each day brings new stories, some funny and others not, of the things your customers have said or did. From the customer who accidentally destroys your product and demands a refund to the customer who cracks jokes throughout a call. Sometimes those calls or interactions…