Ytel Blog

Gamify Your Quality Assurance Program

From receiving a badge on Foursquare for being the first of your friends to check in at a particular restaurant to completing your Subway punch card to win a free sandwich, gamific...

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5 Key Points Your Agents Should (Always) Know

By Brian Keep, Ytel  |  

As you hire and train new call center agents, it's crucial to focus on a few key customer service points of knowledge that your team is consistently aware of and confident speaking...

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Implementing Key Metrics for Agent Success: P...

By Alex Treichler, Ytel  |  

In this series' final post, Alex discusses the implementation of key metrics in your call center. This includes metric goals, adjusting agent goals on occasion depending on changes...

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When It Comes To New Technology Deployments, ...

By Ken Richard, Ytel  |  

Customers crying foul over technology deployments gone awry often ignore the very language that defines the scope of the software offering or implementation. There’s no question ab...

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Common Performance Metrics for Agents: Part 2

By Alex Treichler, Ytel  |  

Commonly used metrics in the call center will help managers and owners determine who the successful agents are, where the weaknesses lie, and what needs to be improved upon. There ...

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Why You Should Text Your Customers

By Gino Aielli, Drips  |  

When it comes to communicating with customers, you should be putting their wants and needs before your own. The numbers show that text messages are consistently being opened, read,...

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Select Key Metrics to Manage Agents: Part 1

By Alex Treichler, Ytel  |  

Arguably the most important part of running and maintaining a successful call center are employing agents and having attainable goals for these agents to work towards. In the first...

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The Contact Partners at LeadsCon 2017

By Nick Newsom, Ytel  |  

This year at LeadsCon, Ytel flipped the script! Instead of having a big, beautiful booth to ourselves, we decided to join forces with some of our partners to take the show to the n...

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The Optimized Call Center Environment

By Call Criteria, a Ytel Content Partner  |  

What are the key components of a successful business call center environment? We’ve broken it down to 3 key components… outsourcing vs. in-house call centers, quality assurance (QA...

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7 QA Techniques Every Call Center Should Impl...

By Brian Keep, Ytel  |  

Does your call center have QA policies and procedures already in place? If not, now is the time to implement some. We're sharing some key suggestions of a few different techniques ...

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