Learn More and Request a Demo Getting the Mix Right. Ultimately, finding the right mix of chat and call center techniques for your mortgage business will depend on your customer base and their ...

While the calls may follow the same patterns and flow with traditional workforce management techniques, the shift to remote work has changed how agents work and perform after and between calls ...

In one study at a call center raising funds for a university, a scholarship recipient spent five minutes explaining to agents how their work had had a positive effect. After one month, agents who had ...

Improve Net Promoter Score – For example, when call center agents provide personalized customer experience (e.g., unique and tailored solutions), it can have a significant positive impact on NPS.

Whatever makes it easier for colleagues to collaborate across teams and departments (i.e., sales, marketing, services, and operations) will benefit a call center culture especially in these work ...

While call centers are widely used across many industries, there are many valuable tools that companies fail to take advantage of — tools that could do a lot to improve their business.

Personally check your customer service call center to see if it’s up to your standards. Take note on the amount of time it takes to get a live person or just to navigate the phone tree.

These days, it seems like just about every call center is facing “unusually high call volume” pretty much all the time. “I joke about this a lot,” said Christina McAllister, a senior ...