Sound Communication: The Holdcom Blog

Holiday Call Center- 5 Best Practices

Holidays are the busiest time of the year. Not only for personal reasons, but many industries see increased traffic and sales due to "the most wonderful time of the year."  Most businesses cannot afford to lose sales during the holidays, making every interaction vital to a companies' success. In...

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The Myth of Zero Hold Time

If you ask people what they're playing for callers waiting on hold, you'll hear (at least) one of a few answers:

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Pareto's Principle for your Call Center

Among quality management leaders and executives there is a much talked about theory known as Pareto’s Princple, or the “80/20 Rule.” This theory, originally a socio-economic commentary on the distribution of wealth in early 20th century Italy, was adopted by business strategists in the 1940’s...

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