Managing Your Metrics: KPIs That Drive Customer Experience

As a leader in your contact center, you’ve likely done due diligence on Key Performance Indicators (KPIs). While you’re familiar with the concept, you may not be certain on which are the most important for your center to regularly analyze. Below, we’ve laid out some of the most critical metrics that you should be tracking … Continued


Building a Business Case: Outsourcing Your Contact Center

If your company looks at your contact center as an expense rather than a return on investment, it’s likely you underestimate the critical role contact centers play in delivering outstanding customer service.  Understand though, your contact center is the best way to keep a pulse on your customer satisfaction and experience, from acquisition to retention, … Continued


You Get What You Pay For, Period.

Picture this: You’re driving home from work and pondering what to pick up for dinner for your family. To your left, you see a drive thru with those famous gold arches, and to your right is a health foods grocery store. You’re contemplating whether you should spend a quick $15 on some greasy fries and … Continued


Build Brand Loyalty with Active Listening

It’s been said time and time again that effective communication is key to any successful relationship. While applicable to the conversations between you and your children, significant other, and coworkers – one of the most important places for this principle to occur is within your contact center. So, how can something so vital to success get … Continued


Five Ways to Jump Start Your Sales

Back when you first established your customer care center, you had high hopes for your donor outreach program. But now that some time has elapsed, it’s become clear that you need to overhaul your sales strategy. Your team isn’t generating the results it had hoped for. Rest assured, your business isn’t alone. Many sales teams … Continued


How Your Business Can Provide Better Customer Service

It’s that time of the year again when new reports start streaming in about how companies are handling their customer service. Usually, the reports are mixed. One report, for instance, shows that energy companies have a lot of work to do in repairing consumer relations. Phone, travel and financial companies are also falling behind in … Continued


Tips for Keeping Your Contact Center Agents Engaged

Ask any manager about the hardest part of his or her job, and you will likely hear the same response: Keeping team members engaged and motivated at their desks, and committed to doing great work. It’s well known that employee engagement is vital for success, especially in a contact center setting. Employee engagement, in this … Continued


Do You Really Need ‘Passion’ in Your Contact Center?

Most customer service experts today will tell you that “passion” is one of the most critical elements that a contact center can have. But what exactly does it mean to be passionate in a contact center setting? Passion, in this sense, refers to the attitude of your customer service employees. The idea is that if … Continued


Planning for the Future in Your Contact Center

As a customer service administrator, you need to think about the short term and the long term success of your department. This requires looking past the daily issues facing your team, and engaging in some future planning. Ask yourself the following question: Where exactly do you want your contact center to be in a year? … Continued


How to Win Back Customers

We often speak about the “customer journey” or the overall experience that a customer has with an organization. The customer journey starts when a customer first interacts with a brand, and continues each subsequent time. Here’s the thing about the customer journey, though: As much as we want it to be a predictable process, the … Continued