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Category Archives: Call Center News
True or False – The Top 10 (mis)conceptions of call centers
There are a number of misconceptions about call centers these days – many of them left over from the heyday of early outsourcing. I started with the Top 5 last week, this week I’m picking up where I left …
Categories: Call Center News, Outsourcing, Technology, Telecommunications
Making Call Center Incentives About Your Agents!!!
A little competition never hurt anyone, Right? So some call center competition is always good! I have found that the more effective competitions are the ones created by the agent’s direct supervisor. Why? Because the supervisor works day in and …
Categories: Answering Service, Bilingual Answering Services, Call Center News
What is a contact center?
A contact center is a place where customer service interactions are conducted. A contact center usually conducts more than one kind of customer service contact. Contact centers are also known as “multi-channel” support centers. The word “channel” refers to a …
Categories: Call Center News
Do your call center agents have a Crab Mentality?
There is a popular phrase that is called the “crab mentality.” It describes a mentality where if someone can’t have something they make it a point to not let anyone else have it either. Imagine working in a place where …
Categories: Answering Service, Call Center News, Customer Service, Uncategorized
Your Telephone Answering Service Needs to Stay Cool, Calm and Collected
When selecting your telephone answering service, you want to be sure their agents are professional, friendly and courteous. You want to be sure the organization you work with is, at large, professional, friendly and courteous. Your customers’ calls are being …
Categories: Answering Service, Call Center News, Customer Service
