The Importance of Relationship-Building for Call Centers 

The Importance of Relationship-Building for Call Centers | Salem Solutions

The relationships that call center agents build with customers are essential to the success of the business. Most customers expect their needs to be met as quickly as possible with one phone call. Otherwise, the customers are likely to do business with other companies that better serve them. This is why call center agents need… Read More »

3 Factors That Can Contribute to Burnout This Summer

3 Factors That Can Contribute to Burnout This Summer | Salem Solutions

Burnout occurs when emotional exhaustion, depersonalization, and a diminished sense of personal accomplishment combine. A burned-out employee typically feels cynical and depleted of energy. Nothing they contribute at work appears to make a difference to the organization.  An employee experiencing burnout usually feels unmotivated, disengaged, and unproductive. This typically is a result of feeling chronic… Read More »

Are You Keeping Your Call Center Safe? 4 Tips for National Safety Month

Are You Keeping Your Call Center Safe? 4 Tips for National Safety Month | Salem Solutions

As a supervisor in a call center, your agents’ safety is your top priority. Without your workforce, your call center cannot operate. Because a call center is a busy place to work, there may be significant safety risks in the environment. As a result, you must do what you can to keep your agents safe.… Read More »

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 »

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 »