MIT VS. REALITY: AI in CALL CENTER

MIT VS. REALITY: AI in the call center world Artificial Intelligence (AI) has stirred both excitement and fear in the customer service and call center outsourcing industry. Some see it as a productivity engine, others fear it could completely replace human agents. Let's debunk the myths and see how AI [...]

Sales burnout: Why it happens and how to overcome it

Sales Burnout: Why it happens and how to overcome it Working in sales is dynamic, challenging and often intense. With clear goals, attractive bonuses and a fast pace, it can seem like a motivating environment. But behind the results and KPIs lurks a growing phenomenon: burnout. What is sales burnout and why [...]

What KPIs (and other cool terms) mean in the call center

What KPIs (and other cool terms) mean in the call center Have you heard "KPI", "CR" or "Ticket" and nodded like you understood, but in your mind it was still buffering? Don't panic! We explain simply and clearly, without corporate jargon, what these terms mean when you work in a call center. [...]

Life in sales: between challenges, motivation and real rewards

Selling is not for everyone. But for those who choose it, it can be a way of life. It's about people, communication, adaptability and, above all, ambition. No two days are the same, and every 'NO' brings you closer to a 'YES' that can make all the difference. Sales don't start with [...]

The micro-moments in a day at the office that make all the difference - and how to capitalize on them

The micro-moments in a day in the office that make all the difference - and how to capitalize on them Everyone talks about KPIs, reports, targets. But in reality, what makes a successful day in a call center are... the micro-moments. That smile between colleagues. The pause to breathe. A "Thanks, you saved the day." from a customer. Let's [...]

What we can learn from failed calls - Mistakes can make us better

What we can learn from 'failed' calls - Mistakes can make us better Every salesperson has 'that one call' they wish they could forget about. The angry customer, the wrong script, the too long pause or that "oops, I hung up by mistake". But what if instead of sweeping these moments under the rug, we turned them into valuable lessons? [...]

What does a day in a modern call center look like? Spoiler: No, it's not what you think!

What does a day in a modern call center look like? Spoiler: No, it's not what you think! Sunrise begins with login and coffee In a modern call center, the day starts with a click, not a sigh. Smart call management platforms give you all your data on screen - you don't need to know everything off by heart. You have [...]

Wellbeing at Easter: look after yourself, not just the mince pies

Wellbeing at Easter: look after yourself, not just the cookies The festive season is a time of joy, reunions and special moments with loved ones. But often, it also comes with the hustle and bustle, endless to-do lists, general cleaning, traveling and lavish meals. In all the hustle and bustle, there's a risk of [...]

Small habits, big results: the communication professional's complete guide

Small habits, big results: the complete guide for the communication professional In a call center, every day is like an emotional marathon. Not only do you talk to dozens of people, but you have to remain calm, empathetic and effective no matter the challenges. The secret lies not in the superhuman, but in some simple but strategic routines. Getting ready in the morning: the foundation of performance [...]

Beyond the phone: How it helps you develop as a sales agent

Beyond the phone: How it helps you grow as a salesperson Have you ever thought that behind a headset is actually a real personal development gym? Well, get ready to discover how a job that we tend to think of as monotonous can actually be [...]