4 Ways to Create a Culture That Supports Call Center Agents’ Mental Health

Working as a call center agent tends to be stressful. Agents tend to deal with high call volumes, frustrated customers, and constant pressure to meet quotas. Mental health often can suffer in high-stress conditions.   Continuously working in a high-stress environment can adversely impact agents’ mental wellbeing. This is why call center managers and supervisors… 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 »

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 »

5 New Technologies That Can Set Your Call Center Apart from Competitors

The primary goal of your call center is to provide exceptional customer service. Whether focused on inbound calls, outbound calls, SMS, chat, email, or social interactions, your call center requires a variety of technologies to operate. The ones you choose help your employees more effectively use their time. The more efficiently they provide service, the… Read More »

Effective Call Center Improvement Strategies to Better Your Business

Effective Call Center Improvement Strategies to Better Your Business

Call center customer demands continue to increase in the digital age. Customers expect exceptional service when they call your agents. It is your job to help your call center agents find the tools they need to retain your customers. Strengthening the manner in which your customers are served can increase customer satisfaction and loyalty.  … Read More »

Call Center Stress and Customer Experience: How to Help Employees Thrive

Call Center Stress and Customer Experience: How to Help Employees Thrive

To help call center employees thrive, first, you must understand their unique situation. Naturally, agents are in stressful situations daily. Customers who call in are not doing so to rave about your organization. At the very least, they are frustrated and sometimes downright angry about an issue revolving around products and services. Other internal sources… Read More »

The Top Benefits Call Center Employees Look for When Accepting A Job

The Top Benefits Call Center Employees Look for When Accepting A Job

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 »

Call Center Burnout: How to Help Your Employees Stay Longer

Call Center Burnout: How to Help Your Employees Stay Longer

Burnout can happen to even your best call center employees. It comes as no surprise that call centers are inherently vulnerable to burnout. Your agents have to juggle high call volumes and angry customers. Let’s face it; consumers do not call to talk about how good the product or service is. This combination makes for… Read More »

How to Improve the Call Center Experience: The Question Your Team Should Be Asking Customers

Call centers are the heart and soul of businesses. Customers rely on agents to solve any issues they may have with the products and services your company provides. Their experience with your team has a monumental impact on customer retention and attracting new clients. In short, call centers can make or break a business. Let‘s take a look at the one… Read More »