In your ideal tech world, everything is free. But, I hate to break it to you, that is a fantasy.

You know that call flows are important to support your call center agents. Maybe you haven’t had success with them in the past, but you are willing to give call flows another try.

Every call center manager knows that agents need resources to help them get procedures right on their calls.

When your employees get stuck on the job, what do they do?

Choosing the right knowledge base software for your company seems like a Herculean task. There are so many options available.

As a business, you have loads of knowledge. The problem is how to capture and keep track of all that knowledge.

When your call center agents are on the phone, they are pressed for time. They have someone on the other end of the line who expects them to have all the answers. And that puts a lot of pressure on your agents.

First call resolution is an important metric to track in your call center.

You were asked to create a procedure or a job aid. So, you go to the tool that you’re most familiar with: Word.

Running a call center is not for the faint of heart. Day in and day out you answer calls from customers asking questions, complaining about issues, and wanting you to solve all of their problems.