Category: Blog

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If you are a manager of people in your organization, you know first-hand the challenges and complexities of managing a variety of personalities. Not only that, but the goal of every manager is to make sure department goals and objectives are met in the process.  One of the nuances of management is that there are […]

How to Successfully Manage Your Contact Center Metrics to monitor and act on Today’s contact centers handle a lot of calls, emails, and chats with massive amounts of information coming in and going out. Given the large volume of contacts handled, the challenge becomes knowing how the contact center is performing and how to improve. […]

When it comes to determining where a business should locate its call center, there are many options available which can make the decision a challenge. For example, should the call center be located within the United States, or is it more cost-effective to look at either a near-shore or off-shore location? Many companies choose to […]

In today’s business culture, there is much discussion about the issue of outsourcing. There are those who believe it takes jobs out of the United States and there are others who believe it is an efficient and cost-effective way to handle certain business processes. Here at Centris, we tend to agree with the latter school […]

One of the greatest advantages of outsourcing is that it can be done on an “as-needed” basis. For example, during peak seasonal times, such as Christmas, retailers and ecommerce industries require additional staffing in order to support the increased customer demand. Brick and mortar locations will typically add seasonal workers to support the higher traffic […]

There are a number of metrics that call centers measure but perhaps none is more important than understanding Customer Satisfaction. Customer service or customer support is one of the primary functions of the contact center. There are other functions that call centers provide such as collections or market surveys for example, but customer service and […]

Average Handle Time (AHT) is one common metric measured by call centers to understand how they are doing at servicing their customers and how they could improve. Simple enough? Not really! There is a lot of controversy over AHT. Should it be as short as possible? Should it take as long as necessary? Is it […]

Monitoring trends and changes in technology is critical to stay ahead of the curve and be ready for changes that happen quickly. Nowhere is this more important than in the Call Center. A recent release distributed in BusinessWire, shares 10 specific technology trends to watch for in 2018. We’d like to share some of the […]