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How to Pick Call Center Service for Your Retail Business

Posted by on Apr 1st, 2022
These days, it seems like good help is hard to find when it comes to growing and sustaining a retail business or brand. As your online competition and customer expectations continue to grow, extending your current workforce is a smart move. Outsourcing call center services that cater specifically to retail businesses ensures that your customers..

Common Myths about Customer Service

Posted by on Mar 16th, 2022
Seasoned customer service agents may think they know everything there is to know about the industry and how to handle certain circumstances. But it doesn’t matter how many years of experience you have working in customer service, there’s always room for growth and improvement. Sometimes, re-evaluating and unlearning everything you think you know about customer..

Occupancy vs. Utilization in Call Centers

Posted by on Feb 8th, 2022
Call centers use a variety of different metrics and key performance indicators (KPIs) to track overall customer satisfaction rates and improve their operations. Occupancy vs. utilization in call centers are two terms that are consistently used interchangeably. Although they work in conjunction with one another, they’re two completely different concepts that just happen to share..

The Importance of Medical Answering Services

Posted by on Jan 6th, 2022
More often than not, medical professionals don’t work the standard eight-hour shifts to which employees in other industries are accustomed. A typical shift for a healthcare worker can be anywhere between 10 to 12 hours or longer depending on their field and whether or not they’re dealing with an emergency.  It suffices to say that..

Contact Center Industry Trends and Predictions for 2022

Posted by on Dec 15th, 2021
During the COVID-19 pandemic, call centers faced a number of challenges including a sudden influx of complex customer phone calls and emails while dealing with their own internal staffing issues and adjusting to remote working models. Mounting calls and emails coupled with outdated technology and unreliable Wi-Fi connections made it ultimately too difficult for most..

Impact of Missed Customer Calls on Your Small Business

Posted by on Nov 18th, 2021
Unanswered or missed customer phone calls are a much bigger deal for your business than you might think. Upper management level employees may not bat an eye at a few missed calls, but the reality is that phone calls make up for about 80% of customer communications. Every missed call is a lost opportunity to..

How Do Bilingual Answering Services Help Your Business?

Posted by on Oct 15th, 2021
Good help isn’t always that hard to find when you know where to look. Professional bilingual answering services can help you expand your business and elevate it to the next level by reaching out to more global markets on a widespread scale. French and English are Canada’s two official languages, so hiring representatives and a..

Common Customer Complaints in Call Centers

Posted by on Sep 1st, 2021
One of the top tips for building a successful business, besides excellent products and services, is perfect customer service. Naturally, this factor involves resolving customer complaints, and as the old saying goes, "the customer is always right."  If you wish to train the call center section of your business and offer pristine customer service to..

Everything You Need to Know about Answering and Virtual Receptionist Services

Posted by on Aug 9th, 2021
Answering and virtual receptionist services have a lot of similarities—almost to the point where many people tend to think they’re exactly the same thing and use these terms interchangeably. Although they’re very close in nature, there are a few subtle differences between the two services that could make a big difference depending on which one..