How To Create a Customer Focus Strategy For Your Organization

a call center agent focused on creating a great customer experienceThe most important part of your business? Your customers. Although it sounds obvious, it’s a reality all too many businesses tend to forget from time to time. Amidst the daily focuses of product, sales, marketing and business strategy, the customer’s needs and experiences can get lost. However, recent research shows that companies who have excellent customer service […]

Call Center Outsourcing Costs Explained

a person calculating their call center outsourcing costsWhile in-house call centers may appear to be the most straightforward and efficient choice, it’s crucial to consider the overall call center outsourcing costs when evaluating their cost-effectiveness.According to a Deloitte survey, 70% of companies said “cost reduction is a primary objective” for outsourcing. When managing an in-house call center, costs can compound and balloon […]

8 Types of Software Every Call Center Needs

a person on a computer using call center softwareSetting up your call center may seem as easy as hiring a few knowledgeable agents and providing them with a phone line—but nothing could be further from the truth. Even basic call centers have a variety of software requirements, from essential call center operating software to software for security and recruitment. Of course, understanding which software […]

Why Call Center Quality Assurance Is So Important

2 colleagues reviewing call center quality assurance metrics on a tabletWhether your call center is in-house or outsourced, with 4 agents or 400, a thorough and repeatable quality assurance (QA) process is essential. A Quality Assurance (QA) process ensures that your team is performing at the standards expected by your team and brand. Not only does a QA process ensure your call center services are the […]