International Contact Centre Operations Tips & Best Practices


Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another. Agent Management Tips for International Call Centres. Use call recordings and ongoing training to nurture emotional competence among agents.

Emotions Drive Spending, But Do You Know Which Ones Drive the Most?

Beyond Philosophy

These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). The next level up from that is what we call the Recommendation Cluster. Organizations recognize that there is an emotional experience, but still tend to talk in generalities, i.e., positive emotions and negative emotions. It’s part of the brand and its relation to Customer Experience. Then, it can become experience-specific.


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What B2B Appointment Setting and Comedy Have In Common

Quality Contact Solutions

For example, if the targeted customer base is in construction, perhaps it is best to utilize text or email as the first outreach attempt. Speaking from years of experience with working in this industry, these customers are often on the job site or in the field much of their day and can be very difficult to have a conversation with via the telephone. Schedule a Call with An Expert. Call us to learn more at 866.963.2889. By Tina Lisell, Senior Operations Manager.

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The Perfect Call Center Agent Does Exist


So, you’re hiring a new call-center agent. And even if you find them, they may not stick around; call centers are notorious for their high turnover. According to Avoxi , call center attrition rates hover around 33% on average. Many of your candidates will not necessarily picture themselves as a call-center extraordinaire, but rather, a skilled and capable professional who can adapt to the job you’re hiring for.

Calling all Call Centers: Confessions of a Tech Support Agent


If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. In addition to talking ‘call-backs’, he has a confession to make. Call center agents of all kinds have a difficult task. Enter Call-Backs. And the experience itself? The Real Call Center Confession.

Optimizing Call Center Customer Support for Increased Revenue

Tenfold - Contact Center Blog

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Customer centricity is not just about offering great customer service, it means offering a great experience from the awareness stage, through the purchasing process and finally through the post-purchase process. Strategies in Optimizing Call Center Customer Support for Increased Revenue.

How to Eliminate Hold Time in Your Call Center


The best way for a call center to stand out as a leader is through the customer experience. It’s no surprise that an exceptional experience leads to more satisfied consumers, who continue to spend more money. Most callers will begin subconsciously rating their customer experience from the beginning of the interaction, regardless of the channel; phone, web, social media, or mobile app. How to Calculate Hold Time in a Call Center.