In the realm of business, good customer service is key to success and a company’s ability to engage with customers often determines its overall performance. This makes hiring top-notch customer service professionals incredibly important. However, with the increasing demand for such skilled individuals, finding the right candidates has become more challenging. Enter Salem Solutions: a… Read More »
Customer impressions of a company typically are based on their interactions with call center agents. These interactions tend to be the main source of firsthand experience with a business. As a result, your call center agents require the proper tools and training to handle customer calls. Showing your customers they’re valued and respected encourages them… Read More »
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 »
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 »
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 »
Millions of employees have been quitting their jobs during the coronavirus pandemic. Among the main reasons are not feeling valued at work, leaders not responding to employee feedback and low employee morale. As a result, a significant number of roles are remaining open. While this can be a depressing and scary thought, it is also… Read More »
Gamifying your call center workplace makes work feel more rewarding and fun. It drives engagement among your team and creates a culture of continuous improvement. Providing rewards for reaching key performance indicators (KPIs) encourages agents to perform their best. It also creates healthy competition that encourages creativity for solving customer problems. You gain insight into… Read More »
Every company, no matter how big or small, strives to have a high employee retention rate. Having a high retention rate positively affects your bottom line by saving the time, money, and resources that it takes to train a new hire. Your onboarding process plays a critical role in whether employees stay with your company… Read More »
Finding and hiring new agents for your call center is more difficult than ever. Due to the nationwide shortage of candidates, centers must change their recruiting strategies if they are going to survive these challenging times. How do you find hidden call center talent? Let’s find out! The Hiring Challenges Call Centers Face Traditional methods… Read More »
The goal of every call center’s hiring program is to attract high-quality candidates who will stay for the long haul. The need to constantly hire new employees due to a high turnover rate is costly in terms of money and time. Apart from a competitive salary, the key is to offer benefits that employees value.… Read More »