DEI Tips for Government Call Centers: How to Create a More Inclusive Work Environment

DEI Tips for Government Call Centers: How to Create a More Inclusive Work Environment

A significant number of businesses are focusing on increasing diversity, equity, and inclusion in their workplace. Government call centers are among these businesses.   Many members of the workforce continue to be marginalized because of race, gender, socioeconomic status, disabilities, or lifestyle. These concerns have become even more visible during the coronavirus pandemic.   Diversity,… Read More »

Is a Remote Call Center Job Right for You? The Pros and Cons of Working from Home

Is a Remote Call Center Job Right for You? The Pros and Cons of Working from Home | Salem Solutions

Like many call center candidates, you may be considering a job that lets you work from home. The ability to work remotely provides a number of advantages. However, there also are disadvantages to working remotely. Understanding some of the main benefits and drawbacks of working from home can help you decide whether a remote job… Read More »

3 Tips for Improved Customer Data Management

3 Tips for Improved Customer Data Management | Salem Solutions

Customer data management streamlines how your call center’s information is gathered, stored, protected, and used. Effective management enhances customer satisfaction and complies with all laws and regulations regarding the collection, use, and storage of personal information. Your call center likely has many technology applications that leverage caller data. These data sources are used to drive… Read More »

Where Are the Qualified Call Center Candidates? Why Hiring Is More Difficult Now Than Ever

Where Are the Qualified Call Center Candidates? Why Hiring Is More Difficult Now Than Ever | Salem Solutions

There are signs of economic recovery all over the United States. Cities and states are easing restrictions as more people get COVID vaccinations. Businesses are reopening. Retail sales are strong. Customers are spending. Yet, there is a visible shortage of call center workers. A growing number of company leaders are reporting a significant need to… Read More »

Not Sure Where to Start on Your Job Search? 4 Tips to Help!

Beginning a job search can be frustrating. There are many approaches you can take that lead to variable results. Having a plan of action can increase your odds of success. The less time you spend finding a new job, the more time you have to enjoy your new opportunity. Use these four tips to begin… Read More »

How to Level Up Your Government Call Center for Future Success

When the coronavirus pandemic began, government call centers were overwhelmed by high demand.  This left customers and employees feeling frustrated. Hold times were extensive. Many customers’ questions went unanswered when the customers no longer could wait to speak to an agent. Many agents were upset because they continued to deal with frustrated callers. Thanks to… Read More »

The Biggest Threat to Call Centers in 2022: Agent Attrition

The Biggest Threat to Call Centers in 2022: Agent Attrition

One of the biggest threats to call centers used to be artificial intelligence (AI). In 2022, the biggest threat is agent attrition. Although customers can benefit from technological advances of AI, many customers still need to talk with humans to resolve their issues. This is becoming an increasing problem for call centers experiencing agent shortages.… Read More »

What You Need to Know About NPS Scores and How It Helps to Measure Call Center Success

What You Need to Know About NPS Scores and How It Helps to Measure Call Center Success

A net promoter score (NPS) measures how likely a customer is to recommend a brand to someone else. The score runs on an index of -100 to 100 and measures the overall satisfaction and loyalty of a customer. You can use your NPS to improve your products or services and grow your business through referrals.… Read More »

6 Career Paths for a Call Center Professional! Which One Is Best for You?

6 Career Paths for a Call Center Professional! Which One Is Best for You? | Salem Solutions

Have you thought about a career in the call center industry? If you enjoy engaging with customers and helping them get the most from their products and services, this may be the field for you. There are plenty of directions to move your career in for long-term success.   Discover six career paths to help… Read More »

A Call Center’s Guide to Managing Remote Staff

A Call Center's Guide to Managing Remote Staff | Salem Solutions

The growth of technology continues to make remote work increasingly popular for call centers. This is why more companies are hiring remote employees to staff their customer service departments. Although there are many benefits to having a remote call center, effectively managing one can be challenging. This is why understanding call center management tips are… Read More »