About 70% of customers will ditch a brand after one lousy call center experience. And here’s a kicker: top-notch call centers can wrap up issues 25% faster than the average. Those stats slapped me awake years ago when I was new to managing a call center, watching agents juggle calls and stress like it was […]
I’ll never forget my first week managing a call center. Phones ringing off the hook, agents looking frazzled, and me wondering how we’d survive the day. It was a wake-up call: running a great call center takes more than good intentions. It takes smart workforce management strategies to keep customers smiling and agents from burning
A 2024 Forbes study revealed 74% of customers bail on a brand after one lousy call center experience. I felt that burn myself last week, stuck on hold for ages just to fix a delivery mix-up, wondering why it’s so hard to get it right. My buddy, who runs a busy telecom hotline, was griping
In 2023, Healthcare IT News reported 74% of hospital leaders see virtual nursing as a game-changer, while medical call centers manage over 500 million patient calls yearly, per industry stats. I was grabbing coffee with my buddy, a clinic manager, when she spilled her dilemma: her nurses were drowning, and patients kept calling with endless
Did you know that 80% of customers say the experience a company provides is just as important as its products? I learned that the hard way a few years ago when I called my internet provider to fix a billing error. I was ready for the usual headache—long holds, robotic responses—but instead, a chatbot sorted
A call center trimming its budget by 25%—that’s upwards of $250,000 for a mid-sized operation—while still keeping customers happy and agents sane. I couldn’t believe it when I read that stat late one night, scrolling through industry reports with a cup of tea gone cold. It hit me because my friend Mark, who runs a
Did you know that a well-run call center can boost productivity by 20%—handling more calls per hour—while cutting agent turnover by nearly 30%? I was floored when I saw those numbers, scribbling them down over coffee while thinking about my friend Jen, who turned her customer service team into a powerhouse without anyone quitting. It’s
A staggering 67% of customers have hung up on an IVR system out of sheer frustration, according to a 2023 Nuance survey. I’ve been one of them—stuck in a loop, jabbing “0” like it’s a lifeline, only to get nowhere. It’s maddening. If you’re running a call center, those Interactive Voice Response (IVR) systems—the automated
74% of customers will forgive a company for a mistake if it’s handled well, according to a 2023 Zendesk report. But here’s the kicker: 62% will ditch you after just one bad experience. That’s the tightrope call centers walk every day. I’ve been there, listening to a flustered agent stumble through a call while the
A 2024 Shopify report hit me with a number I couldn’t shake—businesses using an order management system saw order processing times drop by 35%. Then there’s BigCommerce, noting that 68% of growing companies credit streamlined operations for their edge in 2024. I thought back to a few years ago, helping a friend run his small