Inbound Call Center Agent

Apr 28, 2020

Inbound Call Center Agent 101: What Makes a Great Agent?

Posted In: Agent Efficiency, Cloud Call Center Software, Inbound, Strategy Author: TCN

It’s enough to make any veteran inbound call center manager despair. Managers probably try hard not to think about it. Because obsessing on it might keep them from serving who’s left. But it’s still a problem. And the truth is, it doesn’t have to be this way. We’re talking about the unparalleled high agent turnover […]

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Inbound call center software image

Feb 04, 2020

Delivering Jaw-Dropping Inbound Call Center Service

Posted In: Inbound Author: TCN

Most of us know delivering jaw-dropping inbound call center service contributes to massive growth and happy customers. Facilitating this goal is the true test of a manager’s true prowess, particularly in light of a highly competitive call center market. Today we’ll dig into how sophisticated inbound call center managers identify agent talent and use cloud-based […]

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inbound contact center hacks

Nov 11, 2019

The 3 Inbound Contact Center Hacks for NPS Gold

Posted In: Inbound, Strategy Author: TCN

Ahead-of-the-curve inbound contact centers are always searching for ways to make customers happier while growing their business. Managers who focus on generating a high Net Promoter Score (NPS) by pleasing their customers speed up this process. But what exactly is NPS, and how does a company measure it? And how can companies utilize inbound contact […]

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Mar 25, 2019

4 Inbound Call Center Software Features that Shorten Handle Time

Posted In: Business Intelligence, Inbound, Outbound Author: TCN

How long should agents be on the phone with customers? As long as it takes to solve their problem…and not a second longer. There’s an important distinction between reducing handle time and improving handle time. Call centers can use different shortcuts and hacks to achieve a reduction in handle time. They can also just rush […]

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call center customer service

Feb 15, 2019

4 Ways a Call Center ACD System Keeps Customers Happy

Posted In: ACD, Business Intelligence, Inbound Author: TCN

Let’s face it: Customers don’t like calling customer service. Some even hate it. But what is it exactly, that people don’t look forward to when contacting a call center? Waiting. And not getting an answer to their question fast enough. So really…just waiting. To counteract this, call centers need to help customers get what they […]

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Jan 23, 2019

How Call Center Platforms Increase Agent Happiness

Posted In: Agent Efficiency, Cloud Call Center Software, Inbound Author: TCN

Employee happiness, engagement, and productivity are always central to a top-notch call center. Gallup, for example, reports only 15% of global employees feel engaged with their work, with average top numbers coming in at an average of 70%. The difference lies in how these organizations view employees and their responsibilities to them. Gallup says “exceptional […]

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call center technology

Jan 04, 2019

Nail KPI Targets with Call Center Technology and Agent Skill Sets

Posted In: Cloud Call Center Software, Inbound, Outbound Author: TCN

Using call center technology to hit KPI targets requires 2 things: Agents who possess the right skill sets to meet their goals and satisfy customers. Call center technology that empowers agents and managers to do what they couldn’t do on their own. Of course, if call centers want to hit their KPIs they should outline […]

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Dec 15, 2018

5 Ways to Improve Agent Performance with Inbound Call Center Software

Posted In: Agent Efficiency, Inbound, Outbound, Strategy Author: TCN

If agents aren’t performing well, neither is the call center. But agents can’t do all the work on their own. Check out the many ways inbound call center software improves agent performance through top-notch tech. 5 Ways to Improve Agent Performance Using Inbound Call Center Software Agent performance doesn’t solely depend on the agents themselves and […]

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Nov 23, 2018

Create Amazing Customer Experiences with Outbound Call Center Software

Posted In: Agent Efficiency, Inbound, Outbound Author: TCN

According to Esteban Kolsky, a customer strategist and found of ThinkJar, 67% of consumers cite bad experiences as the reason for churning – a nice way to say they are no longer a customer. A call center’s primary concern should be improving customer experience as much as possible since, according to customer experience consulting firm […]

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Sep 25, 2017

Improving Contact Center Agent Efficiency Using Cloud Based, Blended Call Flows

Posted In: Agent Efficiency, Business Intelligence, Cloud Call Center Software, Inbound, Outbound, Press, Strategy Author: Mckay Bird

Businesses might be looking for a cloud based call center that enhances inbound calls to improve customer satisfaction and increase customer loyalty. Then again, they might need a call center platform that helps agents adhere to current standards and regulations, particularly when making outbound calls to sell products or collect payments. Maybe they need a […]

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