Category: Call Center

According to the Hubspot 2022 State of Service report, 61% of consumers would change brands if they had a negative customer service experience. However, as many business leaders can attest, improving service quality is often easier said than done. Although companies have increased their investment in customer service, they are still not meeting customers’ expectations. According […]

Most business leaders agree that recruiting qualified call center agents can be challenging. The job requires so many different skills that it is difficult to find candidates with all of them. To be effective, call center agents need to gain customers’ trust, which means they must be empathetic and good listeners. They must also be […]

Contact center managers know that excellent customer service is the key to keeping customers happy and building brand loyalty. They also know hiring qualified representatives is challenging because they need such diverse skills. Almost 80% of customers say speed and product/service knowledge are priorities. So, contact centers must hire employees with excellent verbal and written […]

Many business leaders say their call center agents are the backbone of their company because no matter what product or service they sell, their customers remember how they are treated when they call to ask a question or get help with a problem. Many staffing agencies say it is challenging to recruit call center representatives […]

Call center managers know keeping customers happy and building brand loyalty requires excellent customer service. However, hiring qualified customer service representatives can be challenging because they “wear many hats.” They need good verbal and written communication skills as well as multitasking and time management abilities. They also need the ability to discuss products and services […]

Organizations know high-quality customer service is essential because 61% of consumers say they would change brands if they had a negative customer service interaction. However, improving service quality is often easier said than done. Companies have increased their investment in customer service but are still not meeting customers’ expectations. A recent study showed that more than 50% of […]

The most important elements of a positive customer experience for most Americans is prompt service and product knowledge according to a recent PWC study. However, a Bloomberg report shows call center wait times have tripled due to the Great Resignation. This is significant because 61% of consumers are likely to change brands if they have a single […]

Call center managers know that excellent customer service keeps customers happy and builds brand loyalty. They also know hiring qualified customer service representatives is challenging because they need both hard and soft skills. Nearly 80% of American consumers consider speed and product/service knowledge important elements of a positive customer experience. Therefore, call centers need representatives […]