We’ve all seen the signs of bad customer service. Those are easy to spot. Rude staff, bad manners, forgotten orders. But what about the more passive instances that might not be obvious to everyone, but soon snowball into a full-fledged affront to the customers you…
Read More
You’ve worked hard to become a good call center manager. Your call center looks at you to keep up performance and make sure quality does not diminish. What you do involves great responsibility… and in some cases, stress. It’s not feasible to maintain work expectations,…
Read More
Increase your company’s profits by selling more. That’s one way to outperform competitors. A smarter way to increase profits is by outsourcing some of your business activities. If you rely on a large volume of customer interactions, it may be time to consider outsourcing customer…
Read More
Let’s face it – a good or bad customer experience over the phone can really make or break your day. Have you ever called your bank or another company only to find yourself trapped in a never-ending loop of menu options? Now imagine if on…
Read More
If you’ve started a business recently, you know that it requires lots of your attention. You have to be resilient, focused, and have a strong mental attitude. Without those things, you’ll be less equipped to handle challenging times. Speaking of challenging times… we’re all living…
Read More
Signs of falling customer satisfaction show in different ways. Sometimes it’s poor reviews, customer complaints, or a sudden, high volume of calls. When a sign like higher than normal customer calls occurs, it’s time to act. But, how do you handle it? What’s the best…
Read More
How is Covid-19 affecting you? We’ve been asked that question from vendors, family, and friends. Businesses all around us are suffering as the economy has effectively shut down, due to Covid-19. DiRAD hasn’t been spared from the economic effects. However, telecommunications are essential. It’s a…
Read More
Has it been 10 or more years since your contact center designed? Are you hearing from your customers and employees that others are doing customer service and support better than you? Then now is the perfect time to take a look at what new systems…
Read More
Call center benchmarking is key to managing an efficient call center operation. Not only will the metrics help you save money on your bottom line, but it will also ensure your team is performing optimally, and help you to stay compliant with best practices, and…
Read More
What’s the difference between Contact Centers and Call Centers? If you find your business is in the market to revamp how it interacts with customers, knowing the differences (and similarities) between the two types can be important. A simplistic view of how they are different…
Read More