by Andrej | Jan 31, 2017 | CSG Blog
By: Bruce Lebowitz Executives often judge a contact center by traditional metrics. These might include low abandonment rates, an extremely quick speed to answer and meeting handling time goals. When proud of a contact center, executives often point to its technology...
by Bruce | Dec 4, 2016 | What We Do
The main task of call centers is the delivery of customer service. Call center agents aim to fulfill callers’ requests and create satisfied customers. In order to handle a large number of telephone calls, many companies use automated solutions for call centers....
by Bruce | Dec 4, 2016 | What We Do
Performance management refers to the process in which managers and employees work together to plan, monitor and review an employee’s work objectives and contribution to the organization. The ultimate goal of performance management is to improve employee effectiveness....
by Bruce | Dec 4, 2016 | What We Do
Customers are an essential part of every business. They are not a vague, faceless group with uniform characteristics; rather, they are unique human beings. It is important to treat each customer as an individual with their own particular needs, desires, and requests....
by Bruce | Dec 4, 2016 | What We Do
Businesses cannot function in isolation. Every company must interact with its customers and partners in order to be sustainable on the market. To accomplish their business objectives, companies co-operate with other companies. Successful businesses require, among...
by Bruce | Dec 4, 2016 | Call Center Strategies
The concept of ecommerce covers all sales and purchasing of goods or services, as well as the transfer of funds and data, over the Internet. Ecommerce is also referred to simply as “online shopping”. This business environment relies on email, web services,...
by Bruce | Dec 4, 2016 | Call Center Strategies
Many companies underestimate the marketing potential of their call and contact centers. In a large number of cases, marketing experts fail to convey their objectives to call center agents. Similarly, call center employees do not provide marketers with valuable...
by Bruce | Dec 4, 2016 | What We Do
A call center is a centralized location that performs the function of receiving inbound calls or making outbound calls. Call center agents provide responses to inquiries from a large volume of current and potential customers. They must complete a variety of sales...
by Bruce | Dec 4, 2016 | What We Do
Among other elements, call center improvements include agent training. Training programs guide agents and managers to deliver outstanding customer service through branded conversations that effectively convey company’s brand values. The aim of call center training is...
by Bruce | Dec 4, 2016 | What We Do
Improvements to call center operations are based on a constructive review of all procedures and associated challenges. Objective assessment is necessary to develop better strategies. Strategies for boosting call center performance generally rely on call guide...
