Latest Contact Center Best Practices

Feb 19

6 Statistics highlighting how to make SaaS solutions work for your business

Posted by Rachel Brink on Feb 19, 2015 10:53:00 AM

As consumer demands and expectations continue to rapidly evolve, many businesses have turned to advanced software-as-a-service solutions (CRM, Ticketing, WFM, WFO, Telephony) to assist in the daily management of their client relationships and potential prospects. But while individually beneficial as stand alone solutions, many enterprise businesses are still finding it difficult to satisfy the expectations of their respective consumers. Why? Because SaaS solutions are not the answer –integrated solutions are.

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Topics: crm integration, crm software, SaaS, first call resolution, third-party integrations, database management integrations, saas integrations, contact center integrations

Nov 11

How to Improve Employee Retention in your Call Center

Posted by Rachel Brink on Nov 11, 2014 8:59:00 AM

Agent retention has long been a challenge for contact centers.  With annual turnover rates averaging 35% across all call centers, 50% in larger call centers, and 60% in those performing outbound dialing campaigns, the issue is hard to ignore.  Factor in additional agent turnover costs, ranging anywhere between 60-200% of an employee’s salary, and the issue becomes downright painful.   

Not convinced?  Consider a 1,000-seat contact center with a 60% employee turnover rate spends approximately $2.4MM in turnover costs.  Factor in the additional affect on employee morale, the ongoing loss in intellectual property, and the long-term affect on customer service and the cost significantly grows beyond the immediate operational expenses. Regardless of if you are just getting started or represent a large enterprise, agent retention is nothing to ignore. 

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Topics: customer service, call center, contact center, employee retention, first call resolution, virtual assist, employee recognition, call routing, kpis, workforce flexibility, agent retention, agent training, database management integrations, agent turnover, scripting solutions, at-home agents