Best Practices for Benchmarking the Contact Center
When partnering with a contact center provider, accountability and performance tracking are key to a successful, long-term relationship. The Office Gurus, a premier global call and contact center provider, serves as a resource for this planning. As the below article outlines, it is essential to understand industry metrics and properly benchmark key performance indicators (KPIs) […]
3 Reasons to Work with a PCI Compliant Call Center
In 2006, the five major payment processors developed an industry-wide standard. The Payment Card Industry Data Security Standard (PSI-DSS) is a voluntary system guided by 12 tenants designed to incorporate both high technology and common sense into best practices. If your business handles payment transactions over the phone, working with a PCI compliant call center […]
Contact Center vs. Call Center: What Is the Difference?
Although the terms ‘contact center’ and ‘call center’ seem synonymous, there are some key differences between the two. A contact center is a hub for managing customer communications and customer service across multiple channels, including phone, email, live chat and social media. Customer-facing teams use a contact center software as a single platform through which […]
How Customer Service Agents Can Successfully Up-Sell and Cross-Sell
Your internet is down. After being on hold for 20 minutes waiting for someone to answer the phone, you spend another 45 minutes going back and forth with the agent to resolve the problem. Just as you are about to end the call the agent asks, “Do you want to upgrade to our Business 40 […]
How to Enhance Your Team’s Customer Service Department
Your company’s success is often determined by how well you provide customer service. Have you ever had such a negative customer service experience with a brand that it stopped you from shopping with them again? If so, you’re not alone. A whopping 96% of consumers say customer service is important when deciding loyalty to a brand, while […]
The Benefits of Outsourcing Call Center Services
Outsourcing call center services can be a game-changer for businesses looking to improve customer experience while managing costs efficiently. Here’s why more companies are turning to external providers for their call center needs: 1. Cost Savings Outsourcing eliminates the need for significant investments in infrastructure, technology, and staffing. This allows businesses to allocate their budget […]
Dedicated vs. Shared Call Center Agents
At TOG We Are Doing Some Amazing Things with Voice Analytics!
Great article in Forbes Magazine about the power of Voice Analytics. At TOG we utilize Voice Analytics to enhance the overall agent and customer experience in an effort to create the best brand ambassadors possible! THE AMAZING POTENTIAL OF VOICE ANALYTICS Source: Forbes Magazine, August 8, 2016 The customer service agent on the other end of […]
You’ve Decided to Outsource, Now What?
As you begin your search and start having conversations with potential partners, REMEMBER it’s important the call center you choose is compatible with your business, has the resources available to handle your anticipated call volume, and has strong managerial experience. Whether on a site visit or via phone, try to “S.T.I.C.” to this plan when speaking to […]
Meet TOG: Recruitment Team
We are responsible for recruiting and hiring new Gurus. Through our recruiting efforts and screening protocol, we attract and hire the best talent in the industry.