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There’s a connection between call center agent satisfaction and happy customers. As the leading provider of outsourced call center solutions, 3C Contact Services tells our partners that they should focus on providing a positive environment for the agents at their contact center. We have a number of strategies our partners can employ to greatly improve … The Connection Between Contact Center Agent Satisfaction and Customer Satisfaction

According to a study from the Mattersight Corporation, after calling a contact center, many customers experience a feeling of frustration that persists even after they hang up the phone. While this news may be a negative for call centers, as 3C Contact Services observes, a lot can be learned from the results of this study. … Personalized Service: The Key to Happy Customers

Today’s modern customer expects to be dealt with in a prompt manner, as they’ve become accustomed to instant responses to e-mails and instant messages. So what happens if your call center is still stuck in a bygone era, where they spend an extended period of time on an automated menu, never speaking to a real … Warning: Call Centers Living in the Past Are Doomed

Setting yourself apart from your competition is essential for any organization. That’s why coming up with creative new business ideas is vital for any call center manager. This creative spirit should be fostered in employees as well, so the company can thrive with everyone’s collective enthusiasm. 3C Contact Services tells their partners that creative business … Five Ways to Encourage Creativity and Breath New Life into Your Business

Ask any manager and they will tell you that call center agents with multiple skills add many benefits to an organization; for instance, they can improve both business efficiency and increase profits. However, finding the right way to develop your agents’ skills can be a challenge. 3C Contact Services polled our partners and created the … The Benefits of Multi-Skilled Agents

If an agent has been with your call center for several years, getting them to move out of the comfort zone they’ve become accustomed to can be a challenge. Financial incentives can be an effective way to motivate veteran employees, but there are other methods that call center managers can use to keep senior agents’ … Challenging Veteran Employees to Stay Current

For call centers, staying competitive and in sync with customer needs will determine whether or not they survive in this highly competitive marketplace. Many call centers place customer service at the top of their list of ways to make business better and remain competitive. But as 3C Contact Services tells its partners, integrating new computer … Staying Competitive in the Call Center Market

Call center agents are the unsung heroes of any organization. Their contributions drive customer’s experience when they call your business, whether it’s to place an order, find out more information about a service, or pay a bill. It’s important that your agents continue to maintain a positive image since one slip-up can lead to negative … Is Stress Affecting Your Agents’ Performance?

As a call center manager, you’re probably aware of the special qualifications required to work in this fast-paced and often stressful environment. Trying to find the right candidate to fill a call center agent position can seem like a daunting task for even the most seasoned manager. 3C Contact Services tells their partners that if … Qualities to Look for in a Call Center Agent

In a rather alarming report conducted by the data-based security company Eckoh, it was discovered that many call centers don’t report data breaches. This could be due to a myriad of reasons, including high call center turnover rates, settling lawsuits out of court with clients, and keeping data breaches out of the news. As a … How to Protect Your Business from Data Breaches