Posts Tagged ‘call center’

How to Improve Your Call Center Service Level

Posted on: May 5th, 2020 by Richard Michael Blewis No Comments

Call center service level is defined as the percentage of calls answered and abandoned within a predefined amount of time—target time threshold. It can be measured over any period of time and for each agent, group, campaign or the contact center as a whole.

Service level is one of the most important Key Performance Indicators (KPIs) for call centers as it helps measure customer tendencies, call center efficiency and the call center business model, comparing value per interaction, customer retention value and staffing costs.

VCC Live report fields show statistics for all calls: 

  1. Handled calls within SL threshold
  2. Early disconnects – default is 5 seconds
  3. Repeated call count – same customer
  4. Total calls in queue
  5. Calls answered within threshold
  6. Calls answered after threshold
  7. IVR disconnects include amount and %
  8. Abandoned within threshold
  9. Abandoned after threshold
  10. IVR interaction and queue averages
  11. Dashboard alerts showing calls in queue exceeding the service level in real time

More information: VCC Live Report Fields

CX Technologies Improving Call Center Service Level

Research suggests that it is traditional for call centers to target the typical service level of answering 80% of calls within 20 seconds. With recent years’ tech advances, however, more and more technologies appear on the market, allowing call centers to improve their service level, efficiency and overall CX.

Intelligent Routing

Leveraging customer data is one important way to improve your Service Level. As callers have a different profile, it is now possible for call centers to segment and prioritize customers based on the data available in their CRM. Based on the callers’ CLI or IVR session, for example, the associated account in the CRM is identified with an established priority level. This priority level considers ever changing criteria such as a contract expiration date, current balance or something else. Intelligent Routing will transfer selected callers to a priority ACD group. The effect is to increase the average value per interaction.

Average Handling Time

AHT (Average Handling Time) combines hold time (queue), talk time and after call time. Each contact centre needs to focus on all 3 elements in order to improve their AHT.

AHT= Total Talk Time + Total Hold Time + After Call Time/ Number of calls made

With modern CX technologies, you can use several techniques, which will help you improve your AHT:

  1. Smooth out call spikes
  2. Integrate CTI with your CRM
  3. Leverage improved call scripting
  4. Score agent interactions
  5. Send the customer to the most appropriate agent (a skilled-based agent or a priority agent that is more prepared in handling escalated issues)
  6. Limit after work time by applying hard limits and a soft limit alert

Callbacks

In telephony we often refer to peak hour traffic, those 5 hours during the day that account for the majority of the traffic. These peaks, however, are not constant but rather have an element of being stochastic, a random peak or in some situations, a non-random peak event.

You can use erlang formulas to predict resources required (telephony and staff) to handle peak hour traffic but these calculations do not consider recent CX technologies, as mentioned previously in this article. The Erlang measurement also treat all customers and their handling equal even though CTI is more dynamic.

An interesting customer tendency shows that up to 75% of callers would prefer a callback rather than waiting in a queue for an unknown duration. Also, leveraging callback technology is beneficial for your call center as well: when you keep a caller in the queue a channel is occupied for the entire time. It’s often a toll-free 800 number billed at a premium per-minute rate.

However, by offering a callback to customers, you can free up your channels while also reducing your queue time by spreading out your call traffic and having your CSR more prepared for the upcoming interaction.

More information here: Erlang Formulas

Proactive Initiatives

In a callback interaction the customers are often advised to wait let’s say 24 hours for an update. To avoid jamming your call center with follow up calls, being proactive over different channels can reduce your inbound traffic.

If the ticket status has not changed or in fact if it has changed, isn’t it preferred to be proactive and to update the customer before they call in? Some channels that can be used for proactive initiatives are SMS, e-mail, outbound IVR and interactive chatbot.

Call Deflection

Routing customers to different channels is a common practice for call center to boost efficiency. Call deflection is one technique of rerouting customer calls to an alternative channel. If it’s done right, call deflection can be an effective way to reduce costs by moving customers to lower cost ‘digital’ channels.

Customers, for instance, often find voice channels frustrating due to long hold times. In such cases, deflect calls and offer customers the possibility to resolve their query via a self-service channel might improve the overall customer experience. Also, deflect inbound callers to an interactive message that updates a ticket status using text to speech can reduce unnecessary agent interactions.

Finding that balance between a better CX and less operating costs can be achieved by making your call center service level more efficient by evaluating tendencies and implementing a better call flow, supported by technology initiatives.

Crisis Communications Tips for Customer Service Teams

Posted on: March 31st, 2020 by dorarapcsak No Comments

For customer service teams across many industries all over the world, a global crisis like the current pandemic brings a dramatic increase in customer queries.

In such a tense situation, where customers are often angry, stressed and even afraid, maintaining the level of service they expect is no small feat. We’ve collected some crisis communications tips to help your team keep customer service levels as high as possible!

Prepare Your Team

Having to respond to an increased number of customer queries can be quite challenging for any customers service team. And while your team has probably dealt with peak times already, this time they will need to provide customers with systematic updates about how the pandemic will influence your products and services. Depending on the nature of your campaigns, you might receive an influx of new orders, while other customers will request cancellations or refunds.

In such a situation, providing your team with all the necessary information is our first and one of the most important crisis communications tips. Create a document, let’s say an internal knowledge base, and include all the information you gathered so far and your team needs in order to assist customers. Make the document accessible to your team and easy to update. Make sure to systematically update the document whenever you receive a new piece of information.

Create a Specific Page for Customers

In an unexpected situation when your incoming calls skyrocket, you’ll need to find ways to ease your customer service lines. One useful method to at least partly free up your phone lines is to create a specific page which will serve as a public information point for your customers.

Create a user-friendly, easily accessible and organized page your customers will be able to browse and understand without getting lost in a messy page structure.

Also, make sure to share all the information regarding your product and services your customers need in order to know when to expect disruptions or delays, what to do in case they request cancellation or refund, and so on. Keep it short and simple!

Create a FAQ section

In a global crisis like the current one, even if you have a specific information page, your customer service team should expect to receive a great number of questions from customers. The good news is that some of these questions will be repeated over and over again. That is why your information page should contain a FAQ section.

Start listing the questions your team has to repeatedly answer. Check your social channels as well for repeated topics. Then it’s time to set up your FAQ section:  It is often said that designing an FAQ section is very difficult, but in reality, perhaps it’s not as tricky as you think. If you still need any help with that, this article will definitely help.

What do your visitors want to achieve? To find answers as soon as possible, especially in a crisis scenario. So don’t let visitors get lost in endless number of questions. Make sure the content is well organized, so it’s easy to scan and navigate.

Support Your Team During the Crisis

Working in a call center can be emotionally exhausting even during an average day. Agents spend most of their time on the phone talking to customers, resolving complex issues with often angry customers. During a crisis, working as a call center agents can become overwhelming due to the increased number of calls and impatient customers, resulting in reduced support quality and high e. In this difficult situation, you need to support your team while they are doing their best to deliver service.

Adapting to an unexpected scenario is not only challenging for you but also for your employees. Also, as you’ve hopefully already switched to remote work, your team needs constant updates. So, make sure you consistently communicate with your agents, providing them all the information they need to support customers.

As we all know some channels are more difficult to handle than others. It is no question that dealing with an angry or impatient customer is worsts via phone. As such, it’s also a good idea to rotate your agents through channels if possible, allowing them to calm down after handling too many phone calls.

Managing a crisis is never easy, but eventually call volumes will drop and things get back to normal. Until then, with thorough preparation and clear communication, you can help your team to keep your service level as high as expected. What your crisis communications tips? Share them with us in the comments section!

5 Tips For Successful Call Monitoring

Posted on: March 20th, 2020 by Dorottya Márton No Comments

Call monitoring is an essential component to any organization dealing with telesales or over the phone customer services. Taking the time to listen in and assess the quality of your phone conversations between agents and customers is essential for providing good service, customer loyalty, and revenue.

The goal of call monitoring is to identify the best and worst practices of your contact center operations in order to identify calls that do not meet your business standards and in order to continuously improve your customer contact goals for a faster, more effective, and seamless customer interaction.

While there is a lot of common practice on how to make the call monitoring process as effective as possible, a short list of some of the most effective practices might help with establishing your own call monitoring practice.

1. Establish an in-house quality control team

Try to establish your own call monitoring team to coach agents on the best call handling practices, about the business itself, and its products and services. By implementing a call quality control team, each agent will be able to develop the skills and the knowledge necessary to ensure high levels of customer satisfaction, regardless of what sector your business is in. Once you have a control team in place, you need to make sure that you have enough collected call data in order to have a representative sample on which you can evaluate your interactions. As soon as you understand the practices of your contact center, you can refine your agent training programs based on the data available.

2. Look for the highs and the lows

Once you have a representative sample of your contact center interactions, it is important to take into consideration both ends of your data. Look not just for the average but the highs and the lows. What are the practices of the most well-performing agents? What are the common mistakes of the most under-performing ones? Try to understand the patterns on both ends of the spectrum and refine your agent training program based on it. Draw attention to the do’s and don’ts of your customer interactions and let agents learn from each other. 

3. Involve agents

Once you have extracted the data and the patterns of your calls, why not involve agents in your training program? After all, they are the ones who have first-hand experience in handling day to day customer interactions and first-hand knowledge can be extremely helpful. One way to involve them could be to pair agents together. Let the best-performing agents work together with the worst-performing ones for a while. This provides a growth opportunity for agents who still need to learn the best practices of their job and it also allows well-performing agents to take ownership of their work and learn how to transfer valuable skills and knowledge.

4. Make KPIs visible to all

Another way to actively involve agents is to make KPIs available to them. Allow the whole team to see KPIs along with their own achievements in order to let them align their own development with that of the organization. Create a culture of openness and let employees approach managers to consult about their perceived developmental needs in relation to public KPIs. This way, agents can take ownership of their development, taking an active role in bettering their performance as opposed to a top-down management system, where managers approach passive, non-performing staff.

5. Monitor the Call Directly After an Angry Customer Interaction

We have talked about the role of agents and advisors. However, focusing on specific customer interactions can also help establish a good call monitoring program. When monitoring an agent who is handling a particularly difficult or angry customer, it is good practice to analyze both the call in question and the one after.  Often dealing with difficult situations, agents might carry on the emotional load and stress of the previous call into the consecutive one, potentially to the detriment of your business interactions. In order to avoid this, first, try to establish best practices when it comes to dealing with difficult clients. 

Additionally, have a program in place where agents can realign their emotions. Let them take a short break or have some extra time before making the next call. Most importantly, monitor the next call to make sure your program is working. At the end of the day, the wellbeing of your agents always translates into your business interactions and your brand image – so keep them in mind!

The above five tips can be a starting point for establishing a successful call monitoring program. As with any business, these programs always have to take into consideration the specifics of your client interactions. Nevertheless, the above could be used as a general rule of thumb. Let us know in the comments section what practices you use for successful call monitoring!

Here’s How to Choose the Right Dialer for Your Contact Center

Posted on: February 19th, 2020 by Norbert Simán 1 Comment

Manual dialer, power dialer, predictive dialer – does it matter which type of dialing system you use in your contact center? Well, if you want to get the most out of your operations, then yes, it does.

Each type of dialers has its perks but which one is the best for your contact center? Let’s look at them one by one to find out!

Predictive Dialer for Boosting Efficiency

In contact centers increasing efficiency is always a major goal. And one of the key measurements related to efficiency is talk time per hour, in other words how much actual time per work hour agents spend speaking with customers.

This is why more and more companies these days are opting for a predictive dialer, which is an intelligent outbound call processing and managing system that uses statistical data to help predict how many numbers need to be dialed at any one time, thus making sure that every agent is always in an active call.

Predictive dialers work by dialing numbers while agents are still in a call, often initiating more calls than the number of free agents on the line. By the time an agent finishes their previous call, the predictive dialer has already dialed the next number. Once the operator finishes their current call, the dialer already has the next call ringing and ready to handle.

The average waiting time agents spent between two calls is thus usually only a few seconds. The number of abandoned calls (i.e. a call initiated by the predictive dialer and answered by the customer while there are still no agents available to handle it) is usually kept at under 3%. If it becomes higher than this, the predictive dialer automatically decreases the number of calls it initiates for agents.

With VCC Live’s highly customizable predictive dialer, the result can be up to 45 minutes active talk time per hour.

Manual Dialer for Inbound Teams Handling Complex Issues

Although predictive dialers are the contact center industry’s unicorn dialers, in certain situations, it is simply more effective to use another type of dialing systems – for example, a manual dialer.

Manual dialers, as the name suggests, are dialers which require agents, once they are ready to make a call, to manually choose and dial phone numbers. This type of dialer gives agents time to prepare for a conversation, allowing them to get acquainted with the customer’s case and details. It’s perfect for complex issues, when agents need to go through scripts and make sure they are fully prepared for a conversation.

Having a manual dialer gives more control to inbound customer service teams, as agents can decide when to start a call. A manual dialer can also be an ideal solution for teams handling customer interactions on several channels, for example email and chat.

Manual dialers can be divided into two subgroups: hand dialing and list dialing. Hand dialing means manually dialing digits on a phone dial pad while list dialing means operators click or choose the number they want to call from a list in their system.  

Power Dialer – the Best of Both Worlds

The third type of dialers contact centers often choose to utilize is a power dialer. Power dialers automatically start as many calls as there are free agents on the line. Once an agent finishes a call and becomes available again, the power dialer dials a new contact for them.

It uses the same list as a manual list dialer, and is very useful in cases when customers have been promised a call back. However, as with manual dialing, agents still need to wait for the ringing period to end and for customers to pick up. To summarize, power dialers help decrease dialing time between two calls.

And, as above said, in comparison to predictive dialers, which start more calls than the number of free agents on the line, power dialers initiate only as many calls as the number of free agents on the line. As a result, power dialers are ideal for smaller teams working with 1-3 operators who cannot handle the number of calls a predictive dialer normally initiates but still wish to save a certain degree of time on dialing.

A reliable dialer is to a contact center what an engine is to a car – it’s what keeps it running. So, make sure to choose the ideal one that will help you take your contact center performance to the next level! 

Why You Need to Introduce Callback Technology in Your Contact Center

Posted on: January 30th, 2020 by Roland Háry No Comments

In our ever-competitive world, call centers that handle incoming calls cannot afford to lose a single call. It doesn’t matter what industry you operate in, you can be sure that the competition will never sleep, and will always be looking to win over customers from your business. Luckily, callback technology can help you prevent that!

Every company that wants to strive in the long run must be able to handle incoming calls at any time, whether customers are asking for information, requesting support or making a complaint.

There are two options for successfully handling your contact center’s incoming calls:

Your first option is to increase the number of agents in your team who are responsible for handling incoming calls. You’ll thus be able to ensure that every call is addressed by an agent within an acceptable period of time.

However, as we all know, agents’ salaries are the biggest expense for any contact center, so this is not the most cost-effective solution.

Your other (and better in my opinion) option is to benefit from contact center callback technology, meaning that you rely on a technology solution that efficiently offers callbacks to customers.

So, if it seems that your contact center has enough agents to comfortably handle incoming calls even during peak periods, maybe this means you are employing too many agents and could easily save money and operate more efficiently by introducing callback technology to your workplace.

Interested? Okay, let’s see what you need to know about callback technology and its possible benefits for your contact center!

Callback Technology in Contact Centers – the Benefits

One thing is for sure: customers don’t like to be left waiting on hold for too long. Callback technology is a great solution for handling this problem, as it can eliminate the need for your customers to wait at the other end of the phone line until one of your agents is ready.

It does this by allowing customers to choose to have an agent call them back if they feel they are waiting too long in a line. The result is reduced wait times, less lost calls and more satisfied customers.

Furthermore, it is a cost-effective solution that helps with handling peak periods, increasing agent productivity and boosting contact center efficiency.

VCC Live’s callback technology is particularly impressive, as with it you can offer two options to your customers when they request a callback:

Firstly, your customers can request a call back after a specified number of seconds, and wait for you to offer a callback during a less busy business period.

Secondly, thanks to our speech-to-text technology, customers can also choose an exact date on which they wish to be called back by simply saying it out loud into their phone handset.

Of course, customers can also decide to continue to wait in the line and, once they hang up the phone, our system can automatically assign a callback to the first free agent in the queue.

VCC Live’s two options work perfectly depending on your company’s field of operations and company culture. The first option is a great solution for contact centers that tend to receive urgent technical issues, while the second option is ideal for companies mainly receiving calls requesting general information.

How to Improve Your Call Quality Monitoring in the Call Center

Posted on: January 16th, 2020 by Magdalena Horváth No Comments

Let’s admit, it might be difficult for both customers and agents to understand each other when it comes to solving an issue via customer service phone lines. In such stressful situations, having the right approach and handing the call with no interruptions is vital in order to keep customers calm and satisfied.

The same goes for outbound activities. Given the high volume of customer service interactions call centers have on a daily basis, monitoring your call quality is critical in order to make sure that your processes are going smoothly, and that your team is handling customer interactions professionally.

Below are my tips on how you can improve call quality monitoring in the call center.

Which elements contribute to the quality of your calls?

Having local hardware, accessories and internet services, together with an up-to-date contact center system, is essential for quality calls. VCC Live is definitely among the best solutions for stable operations: our primary features come with a 99,5% minimum availability guarantee, enabling smooth and continuous contact center operations.

Furthermore, in order to able to take and make quality calls, you’ll need to leverage good-quality telecommunications services that are able to smoothly operate within your software. At VCC Live, we make sure that the quality of our call connections remains at their highest by working together with more than 40 highly-reliable telecommunications providers around the world. We assure service continuity by providing you with multiple failover routings if you fall victim to service interruptions on the partner’s side.

Last but not least, your agents’ dedicated work and your contact center software’s technical solutions can also help you keep your quality management at the highest level. VCC Live comes with a sophisticated Quality Management module that lets you easily assess and provide feedback on your agents’ work. You can also listen in, whisper or join a call in conference mode. And with our latest feature, the monitoring Dashboard, you can see your Key Performance Indicators in real-time, no matter where you are!

The importance of monitoring call quality

The aim of quality monitoring is to identify calls that are failing to meet predefined standards and customer expectations, and then take action to make the process better.

Tracking customer calls is a common practice in call centers, and for good reason: call quality monitoring will allow you to observe your team’s performance, and as a result be able to adjust their activities for better results.

Furthermore, if you suspect any anomalies regarding your workflow or how your agents are handling certain situations, you’ll be able to easily intervene and react in time, again for better results.

Monitoring your calls systematically will also help you save the time and money you would normally spend on solving problems post-factum.

Call quality monitoring is essential for outbound calls too. By tracking your workload, average wait time and call abandonment rate, for instance, you can once again monitor your performance and overall customer satisfaction. And it is just one example of important KPIs that you can easily watch live in VCC software.

And last but definitely not least, we all know that one major mission of any customer service team is to make (and keep) customers happy. And what better way to keep them happy than by continuously monitoring your customer interactions and taking action to improve them.

How to improve your call quality monitoring

By implementing and applying call quality monitoring best practices, you’ll be able to detect areas that need work, and improve them in the long run.

First and foremost, create a list of the most important KPIs that you will frequently follow to ensure the smooth operation of your call center. There is no need to keep track of all data, just focus on what’s important for you and work on reaching your targets.

Then, make sure to choose a call center software that allows call recording and real-time call monitoring. With VCC Live’s software you can not only record your calls but also, with the help of features such as real-time monitoring, dashboards and wallboards, keep track of what’s happening in real time.

Furthermore, always take time to provide your agents with appropriate training sessions in order to enable them to excel at their jobs, while also frequently updating them about the system solutions that are available for them to use.

Providing feedback should be an important part of your monitoring processes. Make sure your supervisors are actively monitoring calls – for instance by listening into customer calls –and providing useful insights not only to their team but also to the higher managers and owners. It may be also a good idea to create real-time agent performance reports and display them on dashboards so that your agents can be made aware of their performance levels, and your managers can keep up-to-date with the results. Remember that there is no great monitoring solution that will do the job for you, so be active in verifying your results to make 100% use of it.

Another great call quality monitoring practice is to identify and save examples of your “best calls” and use them as training aids to help your agents acquire successful techniques to handle customer interactions.

And as we all know, practice makes perfect. Once you developed your call monitoring processes, it doesn’t mean your work is done. Testing your procedures and dynamically adjusting them to the changes that your company may be facing is equally important. Turning this into regular practice will make all the difference. 

The Role of Customer Service in Marketing

Posted on: December 12th, 2019 by dorarapcsak No Comments

It’s not a coincidence that the statement “customer service is the new marketing” is becoming more and more popular among businesses. 

As customers increasingly turn to social media channels as a way of communicating with businesses, the role of customer service in marketing has become more important than ever. 

“Customer service is the new marketing” may sound a cliché but if you consider today’s customers, you’ll quickly realize that it’s true. People lost their trust in advertisements and even reviews a long time ago. On the other hand, a good first-hand experience with your company’s customer service continues to remain a great way to gain customer trust, even today.

So let’s see how the role of customer service in marketing can be beneficial to your company! 

Customer Support via Social Media 

Communicating via social media is customers’ top choice for contacting a business. As such, using social media channels to provide customer service is an absolute must for companies who want to strive in the long run. 

However, the question often arises who should be responsible for handling these customer service issues: someone from your marketing team or your customer service team? 

Well, your customer support team has received proper training and have the resources to be able to efficiently handle customer queries and resolve issues. So, it is likely that they will be more capable of handling customer queries than your marketing team. 

Luckily, it is simple for your customer support team to utilize social media channels. Advanced contact center software solutions such as VCC Live can be easily integrated with social media channels, enabling members of your customer service team to smoothly handle customer-related inquiries via those channels. 

Sharing success stories 

The fact that anything and everything on social media can go viral in the blink of an eye can be both a blessing and a curse. But if your customer service and marketing teams work together, you can easily leverage the power of social media and create free promotional value for your brand. 

How? Well, your customer service team are often the people who experience cases of customer satisfaction and success. So why not team up with your marketing team and share your success stories via your social channels? 

If your customer service team share some of their most positive customer experiences with your marketing team, they can create success stories together and share them with your customers using your social media sites. 

Another way the teams can work together is to utilize customer testimonials and share them with your audience, as well as encourage satisfied customers to leave reviews on your social media channels. 

Get to know your customers better 

In order to target your customers with relevant marketing campaigns, you’ll need to get to know them. And what better way to collect information than by asking your customer service team? 

The good news is that they talk to your customers all the time to help resolve their issues, meaning they are continually collecting and storing information about ongoing customer needs, which is more than valuable for your marketing team. 

Understanding your customers is critical for creating effective marketing campaigns, so don’t miss out on this great opportunity to team up your customer service team with your marketing team to share their ideas.

Workforce Management Tips for Contact Centers during the Holiday Period

Posted on: December 4th, 2019 by dorarapcsak No Comments

With the last few weeks of the year approaching, most of us have already started to prepare for our well-deserved holidays. Except, that is, those who work in the contact center industry…With Christmas upon us, contact centers everywhere are gearing up for an intense increase in activity. And that, of course, has a big effect on staffing needs.

Contact centers and companies working in retail or e-commerce know very well that offering consistent and smooth customer support experience during the holiday season is crucial in order to keep their customers satisfied in the long run. If they don’t succeed in offering high levels of support during this time, they risk losing existing customers and potential sales opportunities.

In order to survive and strive in the holiday period, you need to understand how to effectively prepare your staff for the inevitable increased volume of customer queries which will happen at this time. So, here are some workforce management tips to help you gear up for the weeks ahead! 

1.       Forecasting

In terms of your workforce, optimizing and planning ahead is of major importance in ensuring that customer interactions and queries do not get out of hand. And this is where forecasting is vital.

Thankfully, there are a lot of tools that can automatically analyze customer data in order to create precise forecasts and use that information to create schedules for the holiday period.

Of course, you’ll need to rely on your historical data in order to be able to accurately make forecasts and create a schedule. Analyzing your data from the past, such as the volume of calls, average handle times, and your individual channels’ workload, will definitely help you understand what you can expect from this year’s holiday season.

2.       Have a Backup Plan

Once you created a holiday period schedule for your staff, it’s worth having a backup plan in case things do not go as planned – however good your forecasts are, there might still be an even bigger increase in your customer service demands than you expect.

Similarly, bear in mind that some of your agents who are scheduled to work during the holidays may become unexpectedly ill. Again, in such cases, you’ll need to come up with the ideal solution in order to keep your customer service consistent and seamless.

So, start by determining if you need to expand your office space to accommodate additional seats. However, as you’ll also need the additional physical space and appropriate technology to support your expanded team, it might be a better idea to consider relying on home-based staff during the busiest weeks of the year.

3.       Offer perks to motivate your team

As customer queries normally skyrocket during the Christmas period, most contact centers require their agents to work overtime.

But, of course, everyone is tired at the end of the year, and so you can imagine how much working overtime right before Christmas may harm your team’s morale.

In order to, in contrast, boost morale and motivate your team during this testing Christmas period, make sure to consider offering them extra perks. Offering them extra breaks, remote working opportunities, bonuses and even promotions will help you show your agents that you appreciate their efforts in going the extra mile.

The Christmas season is the perfect time for your contact center to show customers that your business is able to serve them even during the busiest period of the year. Follow our tips and make sure you don’t lose a single customer during the Holiday period!