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Let’s face it, the job market is tough for millennials. That’s why a growing number of them are accepting customer service positions and call center jobs after they graduate—whether or not it’s in their field of study. Despite the recession of the late 2000’s being over, jobs for recent graduates are still hard to come … Why More Millennials are Working in Call Centers

Let’s be honest; working as a call center agent isn’t exactly on the top of people’s list of desirable jobs. The image that many have of working in a call center is one of limited creativity and repetitive tasks. Whether it’s dealing with angry customers or management, it’s no wonder that the turnover rate for … How to Help Your Agents Love Their Jobs

When it comes to the question of whether or not your organization should outsource its services, you may be inclined to debate between outsourcing to Canada or sending your operations overseas. In recent years, there has been a shift towards using outsourcing companies that are based in Canada. There are many reasons behind this; the … The Benefits of Outsourcing Your Call Center to a Canadian Company

Statistics play a big role in the world of business. For instance, when polled by Desk.com, nearly two thirds of customers felt that many businesses aren’t focused on providing their clients with the best business. According to another survey by Help Scout, 80% of businesses think that they’re providing their customers with the best service … Statistically Speaking, You Need to Provide Good Customer Service

Retention bonuses are a bit of a contentious issue for management at many organizations, including call centers. Despite this, many companies still use them when there are far more effective ways to retain the best talent. Even though these bonuses are occasionally effective, they are also expensive. There are a number of reasons why many … Do Retention Bonuses Help in Retaining the Right Talent?

If you want your business to succeed, you need to communicate clearly with your customers—there is no getting around this simple rule. It’s especially important in the early stages of your relationship with a new customer. Clear communication ensures that you are conveying what you have to offer and that it meets the customer’s needs. … Clearing the Air: Tips for Creating a Winning Customer Communication Strategy

Small and medium-sized businesses (SMBs) often have limited budgets. Having staff members answer the phone all day can be a costly prospect that consumes valuable resources. For many SMBs, an interactive voice response (IVR) system may be the solution. An IVR system allows a computer to interact with customers through the use of voice and … How an Interactive Voice Response System Can Benefit Your Company

If you’re considering outsourcing your call center, there are a few factors you’ll need to take into account before making the final decision. There are many things to consider; but it can be boiled down to the following key areas. Specialization This is probably the most obvious factor to consider when looking for a call … Key Areas to Consider in Evaluating an Outsourced Call Center

Whether you’ve fully embraced social media as a marketing tool or you’re still on the fence, you may be uncertain about whether Twitter or Facebook are best for your business. Whichever you’re looking at, one of the top tips is to avoid social media saturation. Carefully consider which networks will work best for your business … Facebook or Twitter: Which is the Better Customer Service Platform for Your Business?

Live chat is quickly becoming a popular option for many call centers, especially for younger customers. But the question on many call center managers’ minds is whether incorporating Web chat can reduce the volume of calls in a call center. While offering your customers the option of chatting online may reduce the number of e-mails … Does Chat Functionality Affect the Volume of Incoming Calls?