Contact centers are often viewed by businesses are a necessary expense. No matter how quickly technology advances, situations will always arise where customers need to speak one-on-one with a representative. It’s easy for companies to fall into the habit of
The beginning of a New Year is often time for reflection. Never is this truer than in business, where now is a time for organizing the past year’s events, as well as prioritizing and planning for the year ahead. It
Call center agents have a difficult job; they speak to many customer every day, and often those customers are calling because they are upset or frustrated. An agent’s day can also be unpredictable, as they are called upon to perform
In 2008, Dave Carroll and his band were flying United Airlines to Nebraska. While sitting on the tarmac awaiting take off, Dave noticed he had a perfect view of workers loading luggage onto the plane. While the band watched in
The importance of maintaining good customer service for your business can’t be overstated. Not only do you call center agents provide the first impression and the face of your company, they are also in charge of resolving your customers’ disputes,
It can be difficult to keep employee morale high in a call center. The nature of working in customer service involves dealing with a lot of complaints, frustrated customers, and solving varied, complex problems. This is why Customer Elation feels
Exceptional quality assurance (QA) is the key to any successful call center. It ensures that your customer receive a consistently great experience, that your business is positively and enthusiastically represented, and can be used to help fine-tune procedures for the
Call centers and answering services strive to keep costs down and improve customer satisfaction. One of the best ways to do this is through first call resolution. Essentially, this means that calls are managed correctly the first time customers call,
It is something everyone has gone through. It is an experience that can cause feelings of frustration and anger for you as the customer. It can also make you feel as though your time is being wasted and that the
Working in a call center isn’t always easy. Customers often call when they are upset or dissatisfied, and agents sometimes listen to one complaint after another. Call center agents are tasked with quickly resolving the issues or irate customers, which