Michael Kansky

Today’s businesses strive to cut outsourcing costs to stay ahead in a competitive world. Outsourcing lets companies tap into expert skills and save money. Yet, making the most of it calls for careful planning. This article explains how to have outsourcing cost savings while still getting great results. Learn how to make outsourcing work better … Continued

In today’s digital age, customer expectations are sky-high. One key metric businesses can’t ignore is the call abandonment rate (CAR). This rate shows how many customers hang up before talking to a service rep. It’s a measure of customer happiness and reflects a business’s efficiency and service quality. Lowering CAR is vital for improving customer … Continued

Safeguarding customer data, especially what’s known as CPNI, is crucial for call centers. CPNI, or Customer Proprietary Network Information, covers the personal info that telecom companies gather about their clients. This includes details about phone calls, billing info, and how services are used. Call centers should follow strict rules set by the FCC (Federal Communications … Continued

Staffing Challenges in the HVAC/Plumbing Industry In the HVAC and plumbing world, there’s a crunch to find skilled folks who can juggle job schedules and chat with customers. As demand for these outsourced dispatching services grows, this shortage leads to delays and upset customers. It’s all about keeping homes cozy, cool, and leak-free, but finding … Continued

Call centers are key in today’s business world. They connect companies with customers, dealing with various requests and transactions. Yet, they face many rules that must be met to keep operations smooth and customers happy. Understanding the Regulatory Environment of Call Centers Its better to understand call center rules first. They need to stick to … Continued

Today’s call center industry thrives on skilled workers. Many now use the train the trainer model. It lets expert trainers teach others, who then train agents. This guide covers the model, its key parts, implementation, training tips, and success measures. What is the Train the Trainer Model? The Train the Trainer Model is all about … Continued

Today’s businesses often use Business Process Outsourcing (BPO) to enhance operations and efficiency. Choosing the right BPO company is challenging due to the many available options. It’s vital to spot red flags that show a company might not be a good fit. This article highlights how to identify these warnings and offers tips for picking … Continued

Customer service is crucial for any business because it affects customer happiness and loyalty. With many ways to talk to customers online, picking the best one is tough. It needs a close look at the benefits and drawbacks of each, considering the budget, and knowing what customers like. Customer Service Communication Channels: Phone, Chat, Email, … Continued

Training call center agents is key to a call center’s success. They must have the right skills and knowledge to offer great customer service and satisfy customers. This article will share tips for building a good training program for call center agents. Understanding the Importance of Call Center Agent Training Call center agents are crucial … Continued