Posts by jhill@jbhworks.com

Busylight: Custom Statuses Everyone Can See

A blonde woman wearing a red shirt and a headset answers calls in a call center — the busylight is a great tool that can maximize efficiency for operators and management alike.

In all customer service situations, call centers in particular, everyone involved in an interaction has a vested interest in efficiency. On one side, the customer wants their situation handled quickly and efficiently, with as little wait time as possible. On the other side, a call center’s profitability requires taking the maximum number of calls and…

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Call Center Trends Influencing Industry Best Practices

A blue ballpoint pen is pointing to a particular metric on a multi-colored bar graph depicting call center trends.

If we were to stop time and observe exactly what was going on in the call center industry at the present moment, we would see a number of developments and industry trends gaining momentum, including: Better analytics A steady increase in remote working Two-way social media customer service interactions Let’s examine these industry trends a…

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