Insights

Customer service agents usually say a slight variation of the same thing at the beginning of every call. After a while, this can get monotonous for the agent and can result in a less-than-enthusiastic response from the caller. So how can you improve your call center...

Many American businesses are facing major labor shortages and staffing issues. This is due to a myriad of factors, including: High costs: It’s getting more and more expensive to recruit and maintain talent Attrition: Companies can’t seem to hold onto the employees they already have While these...

Improving customer experience and satisfaction is the goal of every BPO and customer service center. But what does it really mean to improve customer satisfaction? We think it simply requires a willingness to listen and treat every caller like the individuals they are. But that may...

Every company longs for a better customer service experience, so they try to improve how their call center agents communicate with their callers. But are those changes beneficial? Are they based on proven strategies?  The answer should be “yes,” but that is often not the case—many...