call center management Archives - | Noojee Contact Solutions

Your org chart may be holding your client service experience back

What do your org chart, your seat belt and your fear of commitment all have in common? They may all be holding you back. Your seatbelt’s a no brainer, and we’ll leave your fear of commitment to the professionals. But if you want to keep your clients, research shows service remains key: 89% of people who experience →

How to encourage agents to put the customer first

Customer call centre nirvana looks a little like this: the call-to-staff ratio is calculated perfectly so that the incoming queue is non-existent, but your staff are always on a call. In call centre nirvana, your staff always put the customer first and it shows through your exceptional first call resolution rate. Everyone is happy. Your →

Why online forums are the secret to a great call centre experience

Fact: With 24-hour access to the internet and social media, it’s been reported that 9 out of 10 customers would prefer to self-service their problem rather than call your customer support centre. That’s a staggering number and one that should give anyone running a call centre a moment of pause. But could this drive for self service actually →

3 call center management habits that breed success

Have you ever had the chance to analyse how call center management habits influence your outbound team’s success? Most haven’t, and it’s often for the same reasons – too busy, not enough time, too many queues to manage, and the list goes on – however, not stopping and analysing this could come at a huge →