by bstickle | Aug 10, 2020 | Knowledge Center, White Papers, Energy, Customer Engagement, Customer Service, Digital Customer Experience, Call Center Pillar Related Articles
Call center turnover rates can be two or three times that of other industries, meaning a third to nearly half of your inbound and outbound call agents are in training. This can have an impact not only on your bottom line, but also consumer satisfaction. At HomeServe,...
by bstickle | Apr 2, 2019 | Energy, Customer Engagement, Customer Service, Call Center Pillar Related Articles
According to research conducted by The Quality Assurance & Training Connection (QATC), the average annual turnover rate for agents in US contact centers ranges between 30-45 percent, which is more than double the average for all occupations in the U.S.
by bstickle | Apr 2, 2019 | Customer Service, Call Center Pillar Related Articles, Energy, Customer Engagement
Your call center employees are very often the first employees your residents interact with. They are problem solvers, and they are the keys to driving innovation, knowledge, and revenue throughout your organization.
by bstickle | Apr 2, 2019 | Energy, Customer Engagement, Customer Service, Call Center Pillar Related Articles
The thousands-upon-thousands of conversations that pour into call centers worldwide every day contain priceless information. Everybody knows that. What’s a bit more difficult to know is how to extract hidden nuggets of knowledge in speech and turn them into practical...
by bstickle | Apr 2, 2019 | Energy, Customer Engagement, Customer Service, Call Center Pillar Related Articles
We saw a lot of changes to the call center and customer experience landscape in 2018. Cloud communications and virtual agents were on the forefront of everyone’s minds, and social media was more important than ever. 2019 is shaping up to be the year of strategic...
by bstickle | Apr 2, 2019 | Energy, Customer Engagement, Customer Service, Call Center Pillar Related Articles
If you want to run a successfully operating call center, efficiency is vital. Just ask any call center manager what’s their most important mission when it comes to managing the call center, and chances are they’ll tell you: it’s increasing efficiency.
