Victor Midgley

One of the great secrets to managing call center agents is how to motivate them. The turn-over rate in many call centers is much higher than most other “industries.” It seems like a simple solution, pay more and you will attract … Continue reading "MOTIVATING CALL CENTER AGENTS". Call Center Leaders Call Center Agents Call Center Motivation

A Call Center and Nonprofit Partnership Connects Homeless with Jobs

Contact Center Pipeline

Recruiting & Hiring call center jobs call centers contact centers hiring jobs for homeless nonprofit partnership recruiting


Victor Midgley

Is working in a call center a wise career move or simply a dead-end job no one really wants to do, or they do it anyway until something better comes along? I have been an advocate for the call center space all my adult life. My first job out of high school was working in … Continue reading "A CALL CENTER JOB – HERO OR ZERO?".

Employee Engagement: Partnering With Your Call Center Staff to Develop Your Culture

Call Center Weekly

By Maurice Helm I understand from experience the life of a call center representative. This approach is simply called Employee Engagement Taskforce.

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. center, showing that brands are willing to do—and spend—what it takes to create loyal customers. Contact centers have dramatically changed. contact centers.


Victor Midgley

If you are currently in a call center leadership position or seeking to be in a call center leadership position, you MUST read this article! Most front-line call center agents I work with have a very strong desire to move “up” from their agent position into a leadership position. One of the most discouraging experiences … Continue reading "SO, YOU WANT TO BE A CALL CENTER MANAGER?".


Victor Midgley

I have now worked or toured call centers in nearly every state and many countries of the world. I have clearly targeted the 10 biggest mistakes I see when I work with struggling call center operation. If you do not recognize any of these deficiencies in … Continue reading "THE 10 BIGGEST MISTAKES MANAGING A CALL CENTER". Call Center Professionals Call Center Operations Call Center Leaders Call Center Best Practices Call Center Mistakes

Tips For Call Center Hiring That You Absolutely Can’t Miss!

Dialer 360

According to Dimensional Research 2013 research (a leading market research company), “72% of clients were dissatisfied of the call center services leaving while on hold or checking online for the problem after being passed on to a number of representatives in a call center”.

The Go-Getter’s Guide for Call Center Training

Dialer 360

Gail Goodman has expressed his views on the importance of call center training by saying, “make sure that everyone who talks to the customers on the phone or answers the business line is trained”. As indicated by current report 66% of clients make purchasing decisions while on the call.

Outsourcing Inbound Call Center: Pros VS Cons

Dialer 360

Outsourcing of inbound call center is a pattern that is getting quick and is becoming popular worldwide. The business world has recognized that organizations that outsource their call centers are frequently significantly successful in building up their brand image than those who are carrying looking after their clients themselves. This blog post will help you decide if you need to outsource your call center or not: Pros of Inbound Call Center Outsourcing.

Call Center Agent Duties and Responsibilities: Tactics to Success

Dialer 360

Enlisting brilliant employees, contact center manager, call center agents, human resources, trainer, and coach is similarly as imperative as having the right equipment. Identity, expertise, fit and inspiration, the agents and the calling procedures.


Victor Midgley

The cause for stress in the call center seems obvious and yet very little is done about it. Recent studies reveal that 83% of call center agents are highly stressed with their job. Over my 20 plus years of consulting call centers all … Continue reading "5 PROVOKING REASONS WHY CALL CENTER AGENTS STRESS". Call Center Professionals Call Center Leaders Call Center Agents

The Value Call Centers Create

Brad Cleveland

Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service

20 Call Center Leaders and QA Pros Reveal the #1 Problem Keeping Call Center QA & Monitoring Teams Up at Night (and How to Solve It)


Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. It goes without saying that this is an incredibly complex undertaking, particularly in large organizations with thousands of call center agents having many thousands of interactions with consumers every day. Call Center Best Practices Quality Monitoring quality assurance

Call Center Goals and Metrics: How to Achieve them?

Dialer 360

In the course of recent months, in a scope of workshops, online classes and web talks, Jonty Pearce solicited a wide range of contact focus experts for the most imperative call focus metric expected to carry out their occupation. For instance, a rehash call could be about an alternate issue.

Top Telemarketing Tips to Spark Your Call Center Performance

Dialer 360

Improving call center performance has always been a target of the call center supervisor and the owner. Call enter is a place where customers are calling for making a purchase or if they are looking for a solution, for the problem they are suffering with.

Steps to Track your Call Center’s Performance using KPIs


Call center monitoring is an ongoing procedure of collecting data, analyzing it and giving feedback. Since it directly affects the customer satisfaction , employee retention, and your bottom line, it is essential to carefully navigate the implementation of certain KPIs or Key Performance Indicators into your call center working strategy to work to your advantage. 1) What is the type of your call center, is it related to sales, service or support?

Call Center Terminology: How Much Do You Really Know?


Let's face it.the call center industry is one of the most complex industries in the world. As technology continues to advance, call center terminology moves along with it. Meaning that it is too easy these days to fall behind on current trends in the call center industry.

Awesome Quotes from Call Center Week

Call Center Coach

Below are some awesome quotes that I was able to capture while at Call Center Week in Las Vegas this year. Also, if you were at Call Center Week and have a favorite to share, please comment below. Check out the awesome quotes captured at Call Center Week.

Video: How to Motivate Your Millennial Call Center Agents


However, the call center industry has been particularly affected by unmotivated and disengaged millennials. The topic of managing millennials is becoming an issue across nearly every major industry.

Are Call Centers Going Away?

Brad Cleveland

Call Center Contact Center Customer Service Videos Brad Cleveland strategy

From intent to execution: The challenge of call center change


Much like a well-intended New Year’s resolution, executing and achieving contact center goals is not as easy as it seems. According to the article, “Contact Center Priorities for 2018,” only 30 percent of us are good at change.

Small Call Centers Go Big with Speech Analytics

Call Center Coach

Small Call Centers Go Big with Speech Analytics. This is often the reply leaders of smaller call centers use when they look at many of the contact center solutions in the marketplace. They just think they can’t have what the larger centers can because of their size.

Photo Album: Team Convoso at Call Center Week Las Vegas 2017


Joined by all the brightest minds in telecommunications, team Convoso spent the week of June 27-30 as exhibitors at Call Center Week 2017. tradeshow Convoso call center week call center week 2017

Automation in the Call Center with Robotics and Desktop Analytics

Bright Pattern

Robotics and robotic process automation (RPA) have been around a long time, but are now only just being used significantly in the call center. RPA is about improving workflow by automating common tasks and freeing live agents to do what they do best - care for customers. Companies are using RPA more and more because of its accuracy and it’s time and cost savings. Automation RPA

Why You Need To Swap Your On-Premise Call Center Software for A Cloud-Based Call Center Software, Today


A decade ago, no self-respecting call center director would dream of using anything that even remotely resembled a cloud-based software solution. If the software and hardware weren't in your contact center, it wasn’t to be trusted. call center solutionsHow else could you keep an eye on anything?

How to Successfully Run A Full-Scale Call Center in 2017


On the surface, call centers haven’t changed much over the last few decades. They still serve essentially the same purpose — to act as a customer service center, a sales department or both. call center solutions

Call Centers Can Be Any Size

Brad Cleveland

Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service efficiency strategy support center

The value of happier call center agents


How you authenticate callers is critical to your customer relationships, business profits and your overall contact center operations. It’s not a stretch to say that contact center agents loathe interrogations as much as your callers do.

Reshaping Call Centers with the Help of Artificial Intelligence


Today, Call Center Services mostly rely on telephones to conduct 2-way communications. And how the traditional call center agents are coping with these situations? The post Reshaping Call Centers with the Help of Artificial Intelligence appeared first on Octopus Tech.

Brett Brosseau shares insight into Call Center Gamification

Call Center Coach

For decades contact centers have explored ways to turn the tide of low employee engagement and low morale. But can game mechanics and adding gamification to the contact center deliver your win? Watch Brett Brosseau share insight into winning with call center gamification.

Soft AI in the Call Center

Bright Pattern

There is a lot of speculation about how AI will affect the call center in the coming years. The alarmists claim AI will be able to completely replace human interaction and the call center will be completely automated

This is what’s happening at Call Center Week

Call Center Coach

The theme at this year’s Call Center Week is about building the foundation for future transformation. Brian Cantor talks about Call Center Week highlights. You must get the basics right in your contact center. That we must focus on connecting on the strategic calls.

Understanding Different Inbound and Outbound Call Center Services


A call center which is basically a centralized office used for handling large requests via telephone plays a very important role in determining customer loyalty and the overall long-term profitability of any business, though for some unknown reasons, it’s effectiveness is still undermined by many.

How Smartphones Have Changed Call Center Services


Call center services which are used for receiving or transmitting requests via telephone, are no exception. Below are few points to help us understand how smartphones have changed the way call centers work worldwide.

When Adding Call-Backs to Your Call Center, Beware The “Free” Option


The call center experience is under great scrutiny from today’s consumers. On the other hand, call center managers have to be cost-conscious in their approach to staffing. For these reasons, and others, it’s worth considering the call-back solution from a 3 rd party.

Why Build a Contact Center Instead of a Call Center?

Win the Customer

Cloud contact center solutions are becoming the new standard for customer service. The cloud-based contact center market is growing at an explosive compound annual growth rate of 23.6 Call centers, as the name indicates, specialize only in voice communications channels.

Six Key Metrics to Achieve Success in Call Center

Dialer 360

Your call center works in a demanding environment where you need to manage thousands of calls each hour? Solve Issue on the First Call. It reduces the operating cost of repeat calls or callbacks. Call expected have to measure accurately.

Legacy Call Center Vendors Jockey for Position


Last week I wrote about the cloud-based call center gang. I just want to group together companies that have been selling call centers for many years, compared to the relative new-comers. (If Those are few in number, but handle a disproportionate amount of calls.

Public Company Earnings Show Cloud Call Center Strength


As a result of recent acquisitions and other maneuvers , we now have a nice sample size of publicly listed companies for whom cloud call center is a key focus. It was also the first earnings call run by new CEO Jim Chirico. See Salesforce Has Many Fingers in the Call Center Pie.)