Blog tagged as Call Centers

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.

Pu...

16.10.18 05:37 PM - Comment(s)
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 sh...
05.09.18 04:00 PM - Comment(s)
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, fr...
08.08.18 04:05 PM - Comment(s)
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 ...
25.07.18 07:09 PM - Comment(s)

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...
11.07.18 07:01 PM - Comment(s)

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, f...

02.05.18 01:18 PM - Comment(s)

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 tot...

15.09.16 07:12 PM - Comment(s)