As a leader, you must have a clear view of the future and an established point of view. This includes having a plan that produces change – even when it is challenging. Once you know where you are headed, it is imperative that you share this view and plan with your team members. Communication is […]
Category: Blog
Top 5 Easy Ways to Engage Employees This Week
Whether you’re in that position or already managing a team of employees, there are five qualities you should examine to make sure you’re ready to engage your work-staff to make a real and lasting impact on every aspect of your business, ensuring better communication, committed employees and organizational success. Often times, top five lists like […]
Getting Better Metrics: Average Handle Time
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 […]
Predictions: Call Center Changes for 2018
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 […]
How Nearshore Contact Centers in Mexico can help you meet the demands of the future
As we near the end of 2017, it’s only natural that our attention turns to 2018 and what the new year may hold. While none of us can know what’s in store, it is a good time to examine trends in an effort to be ready for changes that are bound to come. Here at […]
Can Texting Really provide a better Customer Experience?
The call center industry is an industry that is centered around the customer and the customer’s experience. This being the case, the priority for contact centers is to consistently offer an excellent customer experience. However, with technology that is constantly changing, staying up-to-date on the methods of delivering an excellent customer experience can become more […]
Outsourcing to Mexico: A Good Idea Going Great
Over the course of the last year, we have taken a close look at the advantages of outsourcing certain call center functions to nearshore contact centers, such as Centris. Some of those advantages are: A cost savings of 50-70% over U.S. based call centers A bilingual contact center that reaches the ever-growing Hispanic market A […]
Why the Cookie-Cutter Contact Center is Dying Out
Is the cookie-cutter contact center dying out? In a word; YES! Why? Well, that’s the key question that we will answer as we examine how our industry has changed and how those changes have necessitated a more specialized approach in the contact center. INDUSTRY CHANGES The contact center has been around for a long time. […]
Reasons for Developing an Online Community
In the course of doing business, there are many aspects that a company needs to manage, such as Human Resources, Accounting, Sales and Office management just to name a few. Most would agree that these operations are vital to the success of any company. However, in today’s world where social media has emerged as a […]
Getting Better Metrics: First Call Resolution
First Call Resolution, or FCR, is another metric that is commonly measured in the contact center. FCR is a critical metric to measure because it can provide one of the clearest pictures as to how the contact center is actually performing. One of the primary functions of any contact center is to provide customer service; […]