Latest Contact Center Best Practices

Feb 26

3 Tips to Effectively Train your Call Center’s Agents

Posted by Rachel Brink on Feb 26, 2015 11:47:43 AM
Costing roughly $5,800 annually, employee acquisition and development is one of the more expensive and time-consuming line items on any company balance sheet. As it relates specifically to the call center space, an industry that has long been associated with extremely high employee turnover rates and low employee engagement, many managers have increasingly sought to mitigate the impact of low employee retention by enhancing the quality of their training programs. And with just a moderate 2% increase in employee productivity generally covering the entire cost of any training initiative, it’s hard to argue against the investment.
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Topics: contact center software, call center software, best business practices, virtual assist, agent productivity, agent retention, agent training, agent turnover, business intelligence, gamification, employee turnover, employee engagement, agent attrition, agent coaching

Oct 29

Juggling the Benefits and Shortfalls of Call Center Scripts

Posted by Rachel Brink on Oct 29, 2014 8:52:00 AM

The vast majority of today’s contact centers use scripting in some way, shape, or form.  With the ability to guide agents throughout each customer interaction the feature offers businesses a number of benefits, including:

  • Uniformity across all consumer interactions
  • On-the-go training
  • Notification of cross-selling opportunities
  • Compliance with industry standards
  • Reduced average handling time

In fact, call center scripts have shown to improve agent productivity by approximately 36% and increase first call resolution rates by 17%. 

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Topics: customer service, call center, crm integration, contact center, call scripts, dynamic scripting, call center scripts, agent productivity, customer experience, cross-sell, third-party integrations