On May 25 this year, the General Data Protection Regulation (GDPR) came into force. But this is only the beginning, as organizations will need to make sure that everything they implement from now on complies with the new regulation.
As the saying goes, “time flies in the blink of an eye”: with millennials already in their 30s, a new generation of employees are now entering the workforce. And many of the most forward-thinking businesses have already started to pave the way for this new generation, known as Generation Z.
Call centers seem to attract particular types of personalities. And although every call center – just like every office – is comprised of individuals, there are some types of character you’ll meet at almost every call center. As we all know, a happy team is a productive team. So, as a call center supervisor, one of your most essential ongoing tasks will be to keep your agent team happy and motivated.
There’s been a lot of buzz around newly emerging, ever-more sophisticated AI technologies that will transform our business and everyday lives. There’s no doubt that technology is continuing to evolve at lighting speed, and it’s difficult to forecast how far it will advance in the coming years.
Customer service is the backbone of every successful business, and for good reason: these days, providing excellent customer experience makes all the difference between your company having customer satisfaction or poor brand reputation.
Over the last decade, globalization has turned traditional working hours upside down, and 24/7 service has become an essential part of every modern business. Due to this culture change, call centers are now typically expected to provide 24/7 customer service, and employees are often required to work call center night shifts.
Oral communication via the telephone is at the heart of the telecommunications industry. Without the ability to transmit voices, telephone devices would have little or no use in business. But many people (at least, those outside the IT industry and contact centre management worlds) don’t really think about the complicated background and serious development needed to ensure telephone communication is seamless.
Working in a call center is a pretty difficult job. Agents spend most of their working hours on the phone with (often angry) customers, and have to deal with a lot of stressful situations. In such a fast-paced environment, there’s always room for performance improvement, and most agents will undoubtedly benefit from appropriate guidance and feedback in order to be able to excel at their job.