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ROI Call Center Solutions Blog

October 20, 2017
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Fact: Every time the phone rings, your business has the opportunity to either make money or lose it. Fact: If placed on hold, most customers hang up. Fact: If sent to voicemail, most customers won’t leave a message. Fact: Unanswered calls and calls placed on hold cost your business a lot of money.   Failed

September 21, 2017
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What skills and training does it require to work in a call center, and what is it really like? What is a typical day like? It’s just taking calls, right? Wrong. There is much more involved in running a call center than you might think. There are the customer service representatives who take the calls,

September 14, 2017
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If you are in the market for call center software, you’ll find a lot of options. So, how do you choose? You’ll know you’ve found the right call center software when: The provider has at least 99.99% reliability. It offers a 360-degree view of your customers. All data is tightly encrypted and regulated. The following

September 8, 2017
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In many professions, it may seem like employee burnout is inevitable, especially in customer service, where representatives deal directly with customers day in and day out. Here are 3 tips to help you prevent employee burnout, or deal with it when it occurs. 1. Keep Things Clear Make sure every employee understands exactly what is

September 1, 2017
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For most businesses, improving the customer experience is a top priority. Given the constant change in customer service trends, here are 5 to watch for in 2017. 1. Self-Service These days, most customers want the ability to manage problems on their own without having to call a customer service representative. Be on the lookout for

August 25, 2017
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Customer service representatives are on the front lines of your business, in direct contact with your customers every day. Here are 5 mistakes customer service reps tend to make that will, unfortunately, drive away your customers. 1. Not Listening to Customers Everyone wants to feel valued, and listening to your customers’ needs will do just