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What Are the Key Capabilities a Call Center Manager Needs?

October 16, 2018

Hire Leaders That Possess These Essential Capabilities and Then Teach Them Other Skills A call center manager must master many things. While they can learn most of these skills, others are harder to pick up. That’s why it’s best to hire a call center manager who has these inherent key abilities. Pursue Excellence Each year …

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Save Time When You Use a Call Center Broker

September 5, 2018

Using a call center broker to find your next call center has many advantages. A key one is time. This applies to reducing the time you must personally invest in the project, as well as the length of time from inception to implementation. Quite simply, a call center broker can provide you with the shortest …

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Prepare For a Customer Backlash Against Chatbots

August 8, 2018

Chatbots, or bots for short, are programs that automate responses to social media inquiries via text chat. We first discussed this inviting technology in the post “What Are Chatbots and Will They Affect the Call Center?” While chatbots promise to answer questions fast, facilitate communication, free customer service staff, and potentially draw customers to vendors, …

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Are You Too Busy to Find a New Call Center?

July 25, 2018

Are you responsible for the management and performance of your outsource call center? Perhaps they underperform and fail to do what they promise. They always have an excuse and plead for more time to fix things. “Just one more month and we’ll turn it around,” they beg. Or maybe they just gave you a double-digit …

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3 Ways to Right Size Your Answering Service

July 11, 2018

Right Size Your Answering Service to Maximize Efficiency and Boost Bottom Line Results In a prior post we asked if your small or medium-size answering service was the right size. Though growth occurs on an account-by-account basis, the infrastructure to support it usually stays steady for a time and then takes a big jump. It’s …

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Develop a Career Path For Your Call Center Agents

May 2, 2018

A key challenge call centers face is finding good agents. Then they must train those agents, which is an investment that can take several weeks. After all that, the last thing a harried call center manager wants is for their best agents to leave to seize a better opportunity. While competitive pay, flexible hours, a …

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How to Consolidate Individual Call Centers

September 15, 2016

How many call centers does your healthcare facility have? While a common response might be one, this is often not the case and could be in error. Most hospital systems have multiple call centers, centralized places that handle calls for different departments, buildings, or facilities. The actual total may be surprising. While each call center …

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Recent Posts

Use an Answering Service to Cover Sick Days

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Implement an Agent Development Program

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Agent Success Starts With Great Training

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How Not to Sell Your Telephone Answering Service

There are some commonsense steps to take when selling your telephone answering service, just as there are when selling anything. Common key elements i...


Why You Should Consolidate Siloed Call Centers

It’s likely your hospital system has at least one call center, a centralized place that handles calls. This may be for a department, a building, the...


Use an Answering Service to Schedule Appointments

Some businesses and professionals live or die by the number of appointments they have each day. For them, an appointment is a billable moment. A full ...


Use an Answering Service to Cover Staff Meetings

It’s a dilemma. You want all of your staff to attend your staff meetings, but that leaves no one left to answer the phone when it rings. After all, ...