Operations

2024 will be an interesting year for call centers. In particular, although providing top-notch user experiences will still be high on everyone’s priority list, service agents themselves may be in for a ride.  Many firms are already implementing AI tools to automate simple issues and offer customers self-service options for […]

There’s a ton of different call center metrics out there, but there’s just one that you absolutely need to nail: first call resolution. Nothing kills customer loyalty more than not getting solutions right away. Resolving a customer’s query or issue on their very first call is a surefire way to

Call center scripts can be an effective tool for agents to use during customer interactions. They provide agents with a structure on how to interact with customers and ensure important information is communicated consistently and accurately.  However, while they’re helpful, they can also become limiting if your agents begin to

There’s nothing worse than a spam call interrupting your day. Fortunately, there are a few easy ways to prevent them entirely. Each method is completely free and takes only a few minutes to set up.  Although you may still get the occasional cold call from organizations in the non-profit or

Call center burnout is a rampant plague across the industry, and even the best teams can fall victim to it. One day, everything seems to be fine—but then your agents gradually start underperforming and disengaging, and then your KPIs start dropping. Before you know it, you’re in full-on burnout damage

Interactive Voice Response (IVR) menus are a quick and easy way to enhance the customer support experience that your company can offer over the phone. They allow callers to navigate through self-service menus by pressing numbers on their keypads or by speaking with an automated conversational response system.  IVRs that