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Ytel Blog

Posts by Brian Keep, Ytel :

Create that Positive Work Culture We all Want

By Brian Keep, Ytel  |  

Company culture is more than comfort; it is part of the lifeblood of the modern business. In today's highly competitive business landscape, every company is always auditioning for ...

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5 Mistakes Your Agents Should NOT Make

By Brian Keep, Ytel  |  

While there are endless recommendations and tips we can give you on things to teach your call center agents, how to train them and resources to provide for education and call handl...

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Call Centers: not-so-secret ingredient to CX ...

By Brian Keep, Ytel  |  

Your call center is the only customer outreach platform that spans throughout the entire sales funnel. From customer acquisition to loyalty programs, customer experience lives and ...

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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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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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Key Customer Service Trends & Metrics for 201...

By Brian Keep, Ytel  |  

LiveChat recently published an insightful report on customer service metrics that are taking 2017 by storm and shared why businesses should be adapting to said trends if they haven...

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Ytel Ops Sets Record-Breaking Onboarding Rate

By Brian Keep, Ytel  |  

We're thrilled to share with our customers, partners, and friends that Q4 of 2016 was Operations most successful onboarding quarter in Ytel history, with 96% customers successfully...

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Collaboration Within Your Company

By Brian Keep, Ytel  |  

Achieving excellence through collaboration is no simple feat; it's one that takes time, hard work, and the support of all team members, including leadership and top executives, to ...

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Focus Points for Your Business in 2017

By Brian Keep, Ytel  |  

With 2017 almost upon us, you are most likely in the process of sitting down with your leadership team to discuss goals and strategies for the new year. We've rounded up a few of t...

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How Text Messaging Changed CX

By Brian Keep, Ytel  |  

While no one needs a professional statistician to reflect this truth, texting is by far a more important function of the modern smartphone than the original function of the phone; ...

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