A Day in the Life: Embracing a New Norm
We’re going to be talking about the last 10-14 days in our call center and how we’ve adjusted to having almost 95% of our workforce working at home. We’d love to hear some of your stories, please visit the Advice from Call Center Geek Facebook Community and let us know! We’d love to hear some […]
Unique Times: A Conversation with Paul Herdman, Head of Global Customer Experience
Q: Can you talk a little bit about you and your role at Nice InContact? A: Sure, I am the Global Head of Customer Experience at Nice InContact. I run the customer experience group, which is our traditional customer experience functions; so customer journey mapping, journey design, continuous improvement, metrics, measurement, those sorts of things. […]
A Conversation with Contact Center Consultant-Advisor Fred Shadding
We took some time with Fred Shadding, a call center advisor and consultant. Fred has over 30 years of experience in the call center operations and consulting business. This discussion includes topics such as: call center pricing around the globe, when to outsource, and what centers, resources, and technology are best for specific clients. Tom […]
COVID-19 (Coronavirus) and your Call Center
We’re going to be talking about the pandemic and what you can do as a call center and organization to keep your associates, supervisors, and managers safe and healthy. Your employees are not just workers. They are here in the call center for a majority of their day, but they all go home to friends […]
Top 10 Questions You’ve Always Wanted to Ask a Call Center Outsourcer
There are probably lots of questions that you need to have answered before you can really consider using an outsourcer. According to our client services team, the questions that follow are the ones they are asked the most often. This list should help to open your eyes to what kinds of things an outsourcer can […]
10 Policies Every Call Center Operation Must Have
Whether you are setting up a new call center or updating an older one, there are certain policies that you need to have in place. Most of these policies come from the need to keep your organization as secure as possible. Keep in mind, there are a few that you will need to have your […]
How much does it cost to outsource your call center in the USA?
How much does it cost to outsource your call center or customer service in the USA? This is the number one question that we get when a new potential client begins a conversation with us so let’s answer this question. -The bottom-line answer is that for USA call center outsourcing the range of price will […]
Crystal Ball – The Call Center of the Future: 2025
Crystal Ball – The Call Center of 2025 Let’s talk about the future. Technology is evolving so quickly that every year there is something new that will make our call center life easier. Some of these trends are coming quickly, but many won’t be widely accepted for another few years. With that in mind, let’s […]
7 Metrics to Benchmark Your Call Center for Efficiency
When considering what metrics make up a world-class call center, there are many points to consider. Let’s focus on the agent’s side of things. What do you need to measure to be as efficient as possible, while still giving your callers all of the assistance they require? To remain efficient, there are really seven metrics […]
Our True Social Media Horror Story
Our True Social Media Horror Story Facebook, Twitter, and Instagram can all be used very effectively for marketing and connecting with your customers. Even the newer platforms like TikTok can be used effectively, you just have to figure out how. When clients use these channels to communicate, there simply has to be someone monitoring them […]
