Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

SharpenCX

JULY 7, 2021

As we emerge from the longest year ever and companies gear up for the “great rehiring” happening in our post-pandemic world, managers and HR reps have to adapt to the changes in hiring. As much as the workforce has been shaped by the COVID-19 pandemic, hiring too has changed with the times.

Call Center 76

Call Center Contact Center Employee engagement Personalization 76

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Fonolo

APRIL 27, 2020

Now, more than ever, your call center agents need your support. According to remote work strategist Laurel Farrer , it typically takes six to 12 weeks for a smooth transition from on-site to remote work — that’s under normal circumstances. Improve your communication with remote employees.

Call Center 112

Call Center Morale Contact Center Gamification 112

Fonolo

MARCH 9, 2023

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. Nearly 2/3 of respondents said they felt rage. Here are some of the most common customer complaints in contact centers. Don’t make this mistake.

Contact Center 87

Contact Center Self service Call Center Interactive Voice Response 87

Expivia

AUGUST 25, 2020

I had the great pleasure of being asked to give a talk to the University of Wisconsin E-Business Consortium on “Making Call Center Culture Tangible, Using Culture as a Weapon, and Engagement Practices for Call Center Reps” This is the full talk that I gave. Call Center Culture.

Call Center 97

Call Center Employee engagement Sales Feedback 97

SharpenCX

MAY 20, 2020

I read an article last night talking about how big tech is handling work during the pandemic, and one line stood out: companies aren’t in any rush to get back to the office. By now you know that work (and life) is different than we thought it’d be in the new decade. But trends tell us that remote work won’t vanish any time soon.

Management 84

Management Coaching Contact Center Contact center software 84

SharpenCX

APRIL 21, 2020

Most of us have been working from home for over a month, some longer. We’re all living with the challenges of remote work alongside our entire families. A woman, accidentally unmuted, talking to her cat during a large conference call. The days are blending together and the appeal of working in my PJs is long gone.

Best practices 76

Best practices Management Coaching Metrics 76

SharpenCX

FEBRUARY 4, 2020

I graduated from college with a Bachelor of Arts as an English Major and everyone asked me, “Are you going to be a writer? I’m working daily with software, engineers, and clients to problem solve and work through bugs in code. Download Now: Master your manager skill set with 29 tactics and strategies to better coach agents.

Call Center 84

Call Center Management Coaching Contact Center 84

Noble Systems

MARCH 30, 2020

Contact centers, like businesses in all industries, are making every effort to keep employees safe without disrupting customer care during the current Coronavirus outbreak. These measures are vital, as high call volumes are a major challenge for contact centers during times of crisis. Optimize scheduling.

Management 90

Management Gamification Contact Center Coaching 90

ConvergeOne

AUGUST 9, 2022

Step 3: Anticipate the Unexpected with WFM Scheduling & e-Learning. In organizations that have not yet taken their first steps to WEM, managers often schedule agents and other employees manually, with nothing more powerful than spreadsheets and a best-guess estimate of anticipated workload and contact volume.

Management 76

Management Contact Center Metrics Wait times 76

Serenova

OCTOBER 7, 2020

Coronavirus has officially kicked the work from home (WFH) trend into a permanent reality — and the call center is no exception. Now as many as 80 percent of call center agents are currently working from home.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

Talkdesk

OCTOBER 15, 2020

To keep up with change, client experience (CX) leaders in financial services must digitize their client recruitment, retention and win-back techniques so they can rapidly adapt to this new work-from-home (WFH) environment. . Use these three tactics to win back your lost clients: 1.

Banking 67

Banking Cloud contact CRM Contact Center 67

Serenova

MAY 29, 2020

Surviving the first months of COVID-19 required a swift operational reboot that began with a major work-from-home (WFH) transition. The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

JustCall

AUGUST 26, 2022

Cloud kitchens, offices, storage, meetings, and now cloud contact centers have come a long way. CCaaS solutions are changing the way business operations are perceived. Contact Center as a Service (CCaaS): What is it? How Does CCaaS Work? But what exactly is CCaaS? You get additional features in addition to lower costs.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Call Center 52

Balto

FEBRUARY 6, 2023

With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Talkdesk

MAY 5, 2020

Today, with the increasing adoption of remote work, the idea of the “traditional” contact center is rapidly evolving. You, a freshly-minted contact center agent, are able to work from anywhere, logging into your contact center software to help customers wherever they are. or from 10 a.m.

Contact Center 57

Contact Center Contact center software Transportation Finance 57

SharpenCX

NOVEMBER 17, 2020

Download Now] 52 questions to ask your agents to improve performance & well-being. From the call center floor to the service customers get, employees and Chewy advocates alike know the brand has created something spectacular. Story after story shows that Chewy’s customer service agents love their jobs ( yes, really ).

Contact Center 67

Contact Center Customer Experience Banking Coaching 67

Call Experts

MARCH 5, 2020

Every plumber or home services professional knows how important it is to deliver high-quality services. Cue the experienced live-agent contact center. . Here are our top 4 benefits of partnering with a contact center to support and grow your plumbing business: . Hire a plumbing contact center that works 24x7x365.

Contact Center 80

Contact Center Journey mapping Interactive Voice Response Answering services 80

SharpenCX

JANUARY 15, 2020

Today marks our inaugural brand crush post , where we shell out all the details of companies changing the game in customer experience. Download Now: Get 7 actionable tips to improve coaching and training for better CSAT. She’d recently gotten married and changed her name, so the name on the ticket didn’t match her license.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

Skybridge

JUNE 10, 2020

For so many organizations, survival has depended on whether their employees could even do the job remotely and how quickly they could be back up and working from home. When the pandemic hit, most North American companies did everything in their power to transition to remote call centers. It wasn’t easy.

Agent burnout 52

Agent burnout Call Center At home agents Coaching 52

aircall

DECEMBER 28, 2020

That’s important because by optimizing distributed teams, you’ll get the maximum benefit from your call center. . With the distributed team model, you’ll have employees working in various geographical locations. Members of distributed teams work in various geographical locations.

Analytics 62

Analytics Call Center Agent burnout Metrics 62

Balto

OCTOBER 31, 2022

Put Your Managers and Supervisors In Charge What Agents (And Leaders) Have to Say Conclusion. With contact center turnover nearing 50% year-over-year, a lot of attention is given to how and why employees leave their place of work — and not enough is given to how they begin their time in the workforce. No strings attached.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

SharpenCX

FEBRUARY 9, 2021

I worked the same customer support job for a year when my manager threw new (complicated) software into the mix. While my peers and I could still handle most of our calls on our original system, some customer interactions now required both. So naturally, I dreaded whenever a customer called and I had to use both systems.

Call Center 67

Call Center Coaching Scripts Metrics 67

SharpenCX

DECEMBER 9, 2020

I knew if I didn’t jump on a call with customer service right then and there, I’d likely forget (or procrastinate) until it was too late and I couldn’t get the charges removed. At this point, I was trying to half-way fold laundry and keep my 2-year-old from whining so I could hear a live person finally answer the phone.

Abandon Call 67

Abandon Call Metrics Call Center Interactive Voice Response 67

Call Experts

AUGUST 2, 2019

At Call Experts, our approach to call center solutions is simple: Accountability. Through voice, live agent, and electronic communications, we offer everything from complete call management, automated services, call-out services, and beyond. 6 Key Benefits of Employee Call Off Lines.

outsourcing 68

outsourcing Call Center Answering services Contact Center 68

Voxjar

APRIL 9, 2020

Due to the coronavirus ( COVID-19 ) we’re experiencing mass adoption of work-from-home technology and processes. We’re lucky that cloud software has made it just as easy to deploy a remote, distributed call center as it is to deploy one on-premise. How to “walk the floor” of your call center virtually.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

NobelBiz

AUGUST 18, 2020

The call center can be a wonderful place to work in, full of positivity and great people. And in the contact center world specifically, things get even messier. And it’s not because people don’t try, don’t like their jobs, or don’t care about their work. That’s no different in a call center.

Call Center 52

Call Center Management Gamification virtual call center 52

Call Experts

FEBRUARY 26, 2020

Response time is critical, and now sales are lost if customers don’t hear back within 2-3 minutes. Contact centers must capture data in real-time and enter correctly into CRM systems to provide reporting for your business to make data-driven decisions. . Now, let’s analyze and review the pricing strategies of contact centers.

Contact Center 59

Contact Center Journey mapping Interactive Voice Response Call Center 59

Call Experts

NOVEMBER 20, 2019

People are running to get gifts from their favorite brands online and in-store. digital revenue growth this holiday season at 13% year over year (YoY) — and total sales of $136B — from November 1 to December 31." . With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . .

Contact Center 60

Contact Center Management Journey mapping Interactive Voice Response 60

Vistio

MARCH 15, 2022

Leveraging over 20 years of business process outsourcing and experience, Terry is one of the subject matter experts on technology, remote working, customer experience (CX), and GigCX. Do I have your permission to record this call for quality assurance? It’s amazing how it’s changed over the last 20 years for sure.

Gamification 52

Gamification outsourcing Contact Center Technology 52

OctopusTech

MAY 23, 2018

3 )Meeting high expectations of customer service. Though these hurdles only seem to have bothered small and medium-sized restaurants till now as the largest food chains across the country are already availing services (such as catering, takeouts, and call-in-orders) from Restaurant Call Centers for quite some time now.

Call Center 67

Call Center outsourcing Feedback Management 67

Call Experts

NOVEMBER 20, 2019

People are running to get gifts from their favorite brands online and in-store. digital revenue growth this holiday season at 13% year over year (YoY) — and total sales of $136B — from November 1 to December 31." . With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . .

Call Center 49

Call Center Management Contact Center Journey mapping 49

Call Experts

OCTOBER 18, 2019

They don’t require much work from your side because the cloud hosting provider maintains them. While some providers charge every minute of the call, we offer services per call along with virtual number plans. Per-minute charges can vary based on the call type or caller and can turn out to be more expensive! .

Interactive Voice Response 64

Interactive Voice Response Journey mapping Call Center outsourcing 64

Vistio

APRIL 2, 2022

She is an expert in the design and continuous improvement of the remote working model for contact centers, support functions, and enterprise, both in-sourced and outsourced. I just have to ask, do I have your permission to record this call for quality assurance? Listen to the full episode here: Welcome to the pod, Michele.

Contact Center 52

Contact Center Real estate Customer Service Self service 52