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Call Center Metrics – Numbers and Analysis

Mark Fichera

Running a customer service call center services organization – whether it’s an in-house group or an outsourced provider – is a major challenge. So much of our time gets consumed with technology considerations and with the financial end of the operation that it’s a good idea to regularly pull together the leadership team and examine the quality of the customer service that the organization is delivering.

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Topics: Accountability, Call Center Solutions, Quality Assurance, Customer Service Quality

How to Incent Call Center Agents to Achieve Excellence

Mark Fichera

July 25, 2014 – The work of a customer service representative or cold calling B2B lead generation specialist at an outsourced call center is not easy. It is challenging to maintain the quality standards established by clients, productivity requirements are high and there are many processes and procedures that agents need to be able to perform.

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Topics: B2B Lead Generation, Call Center Solutions, Customer Service Quality

What Will Call Center Customer Service Be Like in 100 Years?

Mark Fichera
July 21, 2014 - We recently heard about a tool that automatically generates blog topics, so we tried it out.  
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Topics: Customer Service, Quality Assurance, Customer Service Quality