The FCC has passed recent regulations targeting robocallers. However some of these regulations could impact how legitimate call centers operate in the future. Call center managers should be familiar with the TRACED Act and DART Act.
Customer experience is critical in growing your brand. Call center environments are often face paced and high pressure. These tips can help your agents become the brand ambassadors to improve your company’s customer experience.
A dialer should be suited to meet your business needs. Industries that focus on highly targeted demographics, highly profitable sales, or tailered customer service interactions can benefit significantly from using a preview dialer.
Devising a comprehensive outbound dialing strategy can be the difference between a failed or successful campaign. Equipping your agents with the right tools and putting in initial planning efforts helps your call center excel.
SMS engagement can be a useful tool in omnichannel campaigns. Conversational SMS is one of the latest technology trends allowing better customer engagement and experience for call centers.
Part of being a call center manager means fine tuning your teams and processes. These KPI benchmarks are some of the areas that should be analyzed in order to promote conversions and enhance customer experience.