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The reality of high employee turnover in call centers

worried call center agent with resignation box office things
Call centers suffer from notoriously high turnover rates. It’s a reality that many business process outsourcing (BPO) companies have been facing for years. Continue Reading

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Should your call center agents go ‘unscripted?’

smiling call center agent holding clipboard
In call centers, scripts guide agents in assisting customers, laying out what action should be taken when it comes to a specific problem, and supposedly guarantees high quality customer service. But it doesn’t account for what will happen if a customer suddenly “goes off-script.” When that happens, your customer support team must be empowered to improvise a solution. Continue Reading

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The 4 biggest call center trends you should embrace

diverse call center team answering customer service calls
Advanced technologies are changing the way brands and consumers connect with each other. Aside from improving the quality of customer support, these innovations increase companies’ productivity and efficiency. Continue Reading

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