What Does AI Really Mean for Your Contact Center?
Sci-fi films and dystopian novels always say that AI will overtake humans in the future. While we’re not there yet, AI is definitely a growing trend in the customer service industry. Is AI overtaking your contact center right now? Is your call center ready to integrate artificial intelligence? We’re not going to speculate on the […]
Is Good Customer Service Dead?
Follow these 6 Steps to Bring It Back to LifeCall centers often don’t spend enough effort on customer service. Hitting KPIs and sales goals seem to be the only goal they have. And when profits outrank everything else, customer service is dead. Or does it? Is there a way to offer incredible customer service and […]
Digital Customer Service: Is Social Media the New Call Center?
Everything seems to be more digital nowadays. Customers aren’t as comfortable with picking up the phone as they are with sending an email. That’s a social change call centers need to be aware of. But, it’s not a change to fear. Contact centers should embrace digital customer service, and use best practices to take care […]
How to Set Up a Virtual Work From Home Call Center
There are a lot of benefits to virtual work at home call centers. It’s a great concept for your stay-at-home parents and students to work without the struggle of commuting. And, it can also benefit your call center’s performance. But, you need to set it up right to truly make it successful. Use these tips […]
Hiring the Best Call Center Associates – Culture Over Everything!
Through the 25 years of running a call center we have tried many different methods of trying to figure out what methods and what traits we look for when hiring the best call center associates for our center. Through all the years of trial and error, of trying everything from personality tests, job test and […]
The Case for Using Smaller USA Call Center BPO’s
So many huge call centers dominate the landscape. Thousand seat centers with locations that span the globe. When companies think of a call center or call center outsourcing, for many, these large companies are the first to come to mind. There are many other options though like the smaller USA Call Center BPOS’. Imagine a high-end call […]
Cut Your Call Center Agents some “SLACK”-Enhancing Your Contact Centers Communication Culture
How to Use Slack in your Call CenterWe currently have used Slack for about eight months at our USA call center outsourcing BPO Expivia. We did this because we wanted to evolve past email which was getting stale in our center. We also had issues with tracking and sorting information in email. Reports would get […]
10 Unique Benefits of Speech Analytics in a Call Center
Call center technologies can help you elevate your call center’s efficiency and performance. And one of the most beneficial pieces of technology every call center should invest in is speech analytics. Not convinced? Discover 10 incredible benefits of speech analytics to help you raise the quality of your contact center. You’re going to want to […]
7 Tips to Make Black Friday Run Smoothly in Your Contact Center
Over the years, we have come up with some tips that help make high-traffic days like Black Friday and Cyber Monday go as smoothly as possible. This week, we will talk about the 7 Tips to Make Black Friday run smoothly. You do not need to be testing out any new technology. You do not […]
Ten Reasons You Should Never Outsource Your Call Center
All day long I could talk about why you should outsource. Today I will be playing devil’s advocate and give you ten reasons as to why you shouldn’t outsource your call center. These are some of the reasons why outsourcing fails, why your experience with an outsourcer could be miserable, why you should always keep […]
