Most call centers are, by their very nature, reactive. They are prompted by the customer and respond accordingly. After all, how would they know that something needed to be taken care of or processed if the customer didn’t call in? The basic assumption would be that there isn’t problem if nobody is calling in about [...]
Notes of a Non-Dad
It was a rare Tuesday that I had a rest day from my hectic shifting schedule in Accuro. Despite being used to the night shift, I got up early in the morning to enjoy this rare day off. I went out, trying to find a panorama that would resuscitate my interest and appreciation of beauty [...]
In Praise of Small Bikes
Call center agents are probably more aware than anyone that the world is getting smaller. It is a pretty unique day when the majority of my contacts are on the same continent, let alone the same time zone! Seems everything is getting smaller. When I began my career between the headphones I barely fit in [...]
Rewards for Your Agents
The job of call center agents isn’t easy. There is so much at stake as they go on floor, wear their headsets and talk to the users. They greatly affect your business’ reputation. Your agents fully understand that and that’s why they do their best to perform good in all their calls. It’s safe to [...]
How To Train Your Agents
It’s a common misconception of business owners that hired employees no longer need any more training. Call center managers shouldn’t have this notion. It’s wrong to think that agents learned everything they need to in school or in the workshop they had before they’re sent on the floor.The truth is, employees will need further training [...]
Skype-Comcast Partnership to Yield HD Videocalls
Cable provider Comcast Corporation is collaborating with Internet phone service provider Skype to allow customers to make high-definition video calls through their TV sets. This move promises to bring more affordable video conferencing from home to all Comcast-serviced areas in the US. This means a family can now broadcast a party to distant relatives or [...]
How the Forex Market Affects Call Centers
One of the most prevalent mental images of the call center industry is how it is always based somewhere outside of the US. The tech support people are always thought of as Indian agents that, while aware of what they’re doing, speak with an accent that is unintelligible to the average American. The customer service [...]
Why Training Your Agents Matters
Whatever kind of account a call center agent handles, whether it is about selling the hottest gizmos in town, marketing the latest credit card points reward system, or promoting a recently opened Florida alcohol rehab center, it is imperative to subject him or her to an extensive training program. After all, your company is dedicated to [...]
Call Center Cloud Computing
Call centers have been raving about cloud computing in recent times. This is because of the value it offers their operators. For other organizations, it is merely a technology that allows them to put all their eggs in one basket and host everything with an outside server provider. Putting all the date, databases and technologies [...]
Ways that Technology can Make Life Simpler for Call Center Agents
Recent developments in technology have made life easier not only for the agent, but for the customer as well. 1. Routing calls One of the most important tasks of a call center is to make sure that calls go through to the appropriate agent, as it can be irritating when calls are handled poorly. A [...]