Do you have Multilingual Customer Support? According to a study by The International Customer Management Institute (ICMI) and Lionbridge, 74% of consumers are likely to make a repeat purchase if the after-sales service is offered in their language. 58% of Consumers also said customer support in their native language improved their loyalty to a brand. […]

Regardless of how strong your excel game is, as a call center manager, you need a reliable system to analyze your agent’s performance to increase forecast accuracy and improve operational effectiveness and schedule efficiency. Sadly, most small to medium-sized businesses think they are saving money by using spreadsheets to manage and forecast the call center […]