If you’re on the hunt for great talent, you’ll appreciate how time consuming the hiring process can be. This is the starting point to finding your next great employee, someone who will take part in influencing the company culture and success – that’s no easy feat. Unfortunately, the contact center space is one that experiences great churn, making the interview process even more critical. Take a moment to consider the cost associated with employee turnover, including interviewing, onboarding, and reduced productivity, just to name a few. This is a huge expense for call centers, and one that can be easily reduced.
![[Video] 3 Takeaways from Our Google Hangout on Customer Service Culture](https://fonolo.com/wp-content/uploads/2017/06/3-Takeaways-from-Our-Google-Hangout-on-Customer-Service-Culture.jpg "[Video] 3 Takeaways from Our Google Hangout on Customer Service Culture")
Last week, Fonolo hosted a very insightful and engaging Google Hangout discussing the secrets behind a successful customer service culture. This fabulous panel of experts discussed how call centers can create a culture of collaboration. To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
A well-defined company culture is crucial to the morale of any business. Organizations like 
When United Airlines experienced a 
Every day at Fonolo, we’re involved in helping companies improve their customer experience. It’s a tough task because there are so many moving pieces involved. Many consumers don’t realize how many things a company has to get right in order to deliver a good experience. They only notice the flaws; and then complain loudly.
So, you want to be a call center manager? Maybe you’ve worked in the customer service industry for years and you’re finally ready to take the next step, or perhaps it’s what you’ve always aspired to do. Regardless, there are a few mission critical things you should know before taking on this huge responsibility. The job of a contact center manager is no cake walk, and the role has changed dramatically over the last few years. That’s why we’ve compiled a list of important questions that will test your wits about running a contact center. Wait…don’t run away, we won’t tell anyone your test results! This is simply a great way for you to determine how much prep work needs to be done before entering your new role. If you score well, give yourself a pat on the back – it’s probably a good indication you’re ready to take the leap. If not, don’t give up; see these results as a way to improve upon your knowledge and skills. Heck, we bet even the most experienced call center managers will get stumped.
Bloggers conversing about the call center space will often write about how to make an agent’s work-life more enjoyable. They do this because call center agents get the short end of the stick when dealing with difficult individuals – we get that. But what about call center managers? We’re forgetting about the people who are managing those agents and are faced with making difficult decisions every day.
To run a successful contact center, managers must overcome a number of obstacles. From caller abandonment to agent engagement, there’s no shortage of tasks to take on. There are, however, a number of similar challenges that managers will face throughout a career timeline. Namely, the issues of disengaging with legacy call center systems and integrating a more flexible solution.
