Do a Google search for call center training and you’ll see the same strategies, tips, and best practices on most lists. These approaches are valid, but true call center excellence comes from thinking outside the box. For optimal success, you must go the extra mile and offer something different. Soft […]

When your phone rings, you answer it, and there’s nothing but silence on the other end, that’s a ghost call. Ghost calls, also called phantom calls, are a real problem for individuals and businesses. Apart from being purely annoying, they can also turn into some very expensive headaches if you

Call handling is about how well (or how poorly) a team manages its inbound and outbound calls. Do it well, and you’ll improve your customer retention, first-call resolution (FCR), and overall sales. Do it poorly, and your team may be in a world of trouble—from missed sales opportunities and angry

Managing customer support at scale is far from easy. And if you’ve ever tried to call customer support during peak service hours, you know what it can be like on the other side. Call centers often find themselves inundated with high call volumes while simultaneously being under pressure to minimize

Call centers can play a huge role in the overall customer service that a company provides. As a result, your call center customer experience (CX) can shape how potential leads and buyers perceive your brand. Essentially, call center CX refers to how you treat customers from the moment they call