Category: Blog

One of the more challenging aspects of managing a contact center is the problem of turnover among the agents. This can be a significant and on-going problem for many contact centers.  The challenge for those who manage these centers is two-fold: 1) What is the cause of the turnover and 2) what can managers do […]

Calls Per Hour (CPH) is a metric used in the contact center that tells managers how productive our contact centers are based on the number of calls our agents receive in an hour.  It is a helpful tool that allows us to track over-all productivity. However, getting an accurate picture of call center productivity can […]

Today’s contact center has truly become the center of business operations for many companies. In fact, most contact centers are the heart and soul of the company and function as the primary means of interaction between the business and the customer. Not only are there a number of business processes that are handled by the […]

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 […]