How Do You Know If You Are Undervalued at Your Job?

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One of the biggest factors in job satisfaction is how valued you feel by your employer. It’s demoralizing to work hard and to not have that effort noticed or rewarded at all. Since being undervalued can lead to stress and burnout, not to mention prevent you from progressing in your career, it’s important for your… Read more »

Fall Into Good Leadership Habits

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Being an effective leader isn’t necessarily an innate trait that you either possess or you don’t – it’s a skill that can be built like any other. Whether you’re a beginner looking to establish a strong foundation or an experienced manager wanting to grow, there are best practices you can intentionally focus on developing. Finish… Read more »

4 Valuable Skills Working In A Call Center Will Teach You

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When you work in a call center, you are constantly changing gears all day – one customer may require technical assistance that’s a quick and easy fix, while the next may have a complicated issue for you to handle and be extremely upset. It may be challenging work, but it pays off by building many… Read more »

3 Ways to Help an Employee Going Through a Hard Time

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Although most employees strive to conduct themselves professionally and keep their work and personal lives separate, there may be periods in which they go through hard times that make it impossible to do so. As a manager, you have the power to make the situation a bit less stressful for your employee, which along with… Read more »

3 Easy Ways to Slow Down When Talking on the Phone

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Effective communication over the phone requires a bit more attention than in-person or via email/text since you can’t read the other person’s facial cues or review what you’ve written. A common issue many people have on the phone is talking too fast. If you talk too fast, it can make it difficult for people to… Read more »

4 Better Ways You Can Communicate With Your Customers

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In the customer service field, nothing is more important than effective communication. When you’re managing a call center, communication can have its challenges since there are no visual cues to guide the conversation. Ensure your call center is providing the best service possible – check out these four better ways you can communicate with your… Read more »

How to Replace Negative Energy In Your Office in the New Year

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It’s normal for employees to have their moments of venting or lacking motivation, but a pervasive negative attitude can take its toll.  Even if the work is getting done, low morale among your team can affect the factors that make your organization succeed, such as creativity, problem solving, and teamwork. Replace negative energy in your… Read more »

How to Handle Rude Customers in a Call Center

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RPC Company

When customers are reaching out to your call center, they’re often at the point of inconvenience, frustration, or stress. Because of the emotionally charged nature of their specific issues, customers may end up acting rudely to your call center agents. Since occasionally unpleasant customers are par for the course in a call center, prepare your… Read more »

Want to Reduce Average Handle Time in Your Call Center? Read This!

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RPC Company

There are numerous key performance indicators (KPIs) that can be tracked in call centers, but average handle time is among the most influential in customer satisfaction. Even if issues are being ultimately resolved, if it takes too long to do so, it can still leave customers dissatisfied. Reduce average handle time in your call center… Read more »

How to Improve Your Team’s First Call Resolution Stats

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RPC Company

Call centers are typically focused on statistics overall to measure their performance of their agents, but one key stat tends to be among top priority: First call resolution. If multiple calls are required to resolve issues, it can negatively impact customer satisfaction, and decrease overall productivity. Improve your team’s first call resolution stats with these… Read more »