Call Center Tidbits

Have you sometimes noticed when you call a company about an on-line transaction, the customer service representative is completely in the dark. They don’t have the latest sales, product information or have not been informed about a new product posted to the web site. This is frustrating for you the customer as well as the customer [...]

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Recording calls are valuable for so many reasons. They can be used to train and coach your agents. They provide insight as to  what and why your customers are calling, how they are being served, etc.  Listening and learning from the customer first hand is invaluable. Your agents don’t remember word for word what transpired [...]

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