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How to Handle Difficult Calls in a Call Center – Expert Strategies

Call center agents frequently face interactions with clients beyond routine inquiries into difficult situations. These calls, often optimized from significant customer pain points like frustration, confusion, or dissatisfaction, can be literally stressful and challenging for the call agents. You need to understand what makes a call difficult in the first steps towards effective management. Therefore, […]

Inbound Vs Outbound Calls – Key Differences

Inbound and outbound calls are both important for a business. Inbound calls are those incoming calls from customers that are related to solving queries and getting specific information. On the other hand, outbound calls are operated by telemarketing agents to reach out to customers. It’s specifically focused on the purpose of marketing and generating leads […]

Customer Loyalty vs Customer Retention: Key Differences

Getting new customers is important, but keeping them is necessary for the longevity of your business. Customer retention is a company’s ability to retain customers over time, while customer loyalty involves building strong relationships that lead to repeat business and advocacy. Why Should You Care About Retention and Loyalty? Will increase profitability – A 5% increase in […]