Fonolo

DECEMBER 13, 2022

Call center leaders have their work cut out for them. Sometimes, it’s hard to find the time to map out call center development goals. . Here at Fonolo , our call center tech lends itself nicely to business and development planning. You need an action plan for call center development. Financial goals .

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

Vistio

MARCH 11, 2024

If you work in a contact center, you know just how crucial a well-trained agent can be. Whether your agents are in sales, customer service, or any other client-facing role, the success of your business often hinges on the effectiveness of your agent’s training.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

Comm100

JANUARY 23, 2023

This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. It turns out employees weren’t quitting work altogether. Companies that haven’t been as employee-focused as they should have been are struggling to retain their best people.

Customer Experience 120

Customer Experience Chatbots Government Technology 120

The Northridge Group

MAY 2, 2023

This article was originally published on Contact Center Pipeline and can be viewed here. Will, and How, This New Technology Model Help Contact Centers? For the past several months the technology conversation has been dominated by the emergence of ChatGPT, first GPT-3, then GPT-3.5,

Contact Center 67

Contact Center B2C Chatbots B2B 67

Vcaretec

JULY 18, 2023

It's a wise move to decide to call center outsourcing solutions so you can maintain your attention on what matters most—running your business! The call center outsourcing best practices that result in the most successful contact center projects will be shared in this article.

outsourcing 98

outsourcing Call Center Contact Center Best practices 98

SharpenCX

OCTOBER 6, 2021

If your contact center is filled with tired, stressed, irritable employees, your customers will notice. So, step one to running a more effective contact center is focusing on your agents, first. So, step one to running a more effective contact center is focusing on your agents, first.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. It enables companies to access a larger talent pool and recruit the best candidates, regardless of their geographical location.

Management 88

Management Gamification Calibration Quality management 88

Fonolo

JUNE 8, 2021

Look around your call center. Do your agents seem tired, frustrated, or fed up with work? Call centers have a reputation for being difficult places to work, especially for front-line agents. This results in high agent churn or disengaged employees. The Challenge of Driving Agent Engagement.

Call Center 133

Call Center Morale Contact Center Technology 133

Callminer

OCTOBER 22, 2019

Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. For some companies, outsourcing call center services makes sense, while others are better served by keeping call center functions in-house.

Best practices 203

Best practices Call Center outsourcing Contact Center 203

Fonolo

SEPTEMBER 28, 2022

Every call center knows customer feedback is precious. That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. And how should you structure your survey? 1. Think About Your Audience. Keep that in mind.

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

Fonolo

NOVEMBER 29, 2022

New call center managers have a lot to wrap their minds around. Overhauling your call center operations can seem outright impossible without a little guidance and know-how. The success of your call center agents depends heavily on your ability to lead them to that success.

Call Center 126

Call Center Contact Center Abandon rate Average Handle Time 126

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

Fonolo

NOVEMBER 1, 2022

Working in a call center can be extremely rewarding, especially for those who enjoy customer service and sales. But it’s up to management to promote call center motivation and create a work environment where their agents can gain a sense of satisfaction from their work. But which tactics are the right ones for your call center?

Call Center 87

Call Center Construction Abandon rate Feedback 87

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. Companies are constantly upgrading their technology and implementing programs to handle customer complaints. Nearly 2/3 of respondents said they felt rage.

Contact Center 87

Contact Center Self service Call Center Interactive Voice Response 87

SharpenCX

SEPTEMBER 29, 2021

As a manager, your executive team is consistently pushing you to keep employees engaged, reduce turnover, increase profitability and efficiency. Your task list is long and overwhelming. We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center.

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

Steve DiGioia

MAY 17, 2021

Store these in your CS toolbox to use as needed. “Your job is to understand all of your customers’ needs—some of which they may not even realize they have,” one training manual says. It is important to understand that your customer believes that your establishment has wronged them.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

CSM Magazine

NOVEMBER 14, 2023

Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact centre will need more — not fewer — agents. Dave Hoekstra, Product Evangelist, at Calabrio explains why and shares their top tips to activate the agent of the future. As a result, agent skillsets are changing too. of interactions today.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

Expivia

JANUARY 26, 2022

Contact center success doesn’t just happen. But most importantly, it takes a strategic approach to contact center management. With the right tips and advice, you can transform customer engagement in your call center. . Why You Need to Rethink Contact Center Management. What needs to change?

Call Center 105

Call Center Contact Center Management Employee engagement 105

Fonolo

MARCH 7, 2023

If they have a problem or a question, they expect immediate information and quick resolution — but keeping up with this demand can be an impossible task for your contact center’s live agents alone. What’s more impressive, though, are projects that bring “net new” interactions into the self-serve realm.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

Callminer

OCTOBER 3, 2019

There are many characteristics that successful call center representatives share, some being more important than others. Additionally, there are some characteristics that will be more important based on the needs and functions of a particular call center, although many traits are universal to all who work in a call center setting.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Comm100

DECEMBER 12, 2023

While some aspects are enduring, each year brings new opportunities and challenges that shift the landscape. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. It also reduced agent attrition and requests to speak to a manager by 25 percent.” – McKinsey & Co.,

Customer Service 78

Customer Service Chatbots APIs Government 78

JustCall

AUGUST 16, 2021

Your customers expect easy access to support customer resolution. The contact center as a service or CCaaS is a new-age technology that serves the needs of all customers. CCaaS has replaced on-premise call centers, and only for the better. Every modern business needs a CCaaS for carrying out its support activities.

Contact Center 98

Contact Center Interactive Voice Response Contact center software Cloud contact 98

SharpenCX

AUGUST 7, 2023

But each call center agent can only handle one call at a time. Still haven’t added live chat to your website? Here’s why having the feature in your cloud call center is an absolute must going forward. Add a live chat tool to your website to offer assistance as potential customers browse your offerings.

Chatbots 67

Chatbots industry standards Call Center Scripts 67

Fonolo

OCTOBER 26, 2023

But it’s a big, crowded marketplace out there, full of consumers who want different things at different times on different channels. What do customers expect from your customer service department? What do customers want? Let’s take a closer look at what research reveals about customers’ expectations.

Advertising 81

Advertising Feedback Call Center Wait times 81

Balto

MARCH 27, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email Back in August 2022, the Conversation Excellence Lab published a report called “ How to Recession-Proof Your Contact Center, According to 360+ Executives ”. The average increase in coaching and training investment per agent was $10,367.

Contact Center 52

Contact Center Coaching Morale Finance 52

Interactions

SEPTEMBER 8, 2023

Getting stuck in a loop or being misunderstood by an automated customer care system brings out the worst in humanity. If recordings were published, your grandmother would surely blush! These AI assistants are so powerful because they provide faster and more varied ways to get support. We play nice with others.

Customer Service 62

Customer Service Self service Contact Center Banking 62

Fonolo

JANUARY 11, 2022

What is call center management? It’s exactly as it sounds — the daily management and care of a call center and all the employees who work there. Contact center managers have an incredibly important and robust role. They pave the way for the success of their call center agents, and by extension, the rest of the business.

Call Center 81

Call Center Marketing Management First call resolution 81

JustCall

MARCH 7, 2023

The primary goal of contact center businesses revolves around improving customer experience. Empowering your contact center business with automated solutions can take your customer interactions to new heights of success. You’ll also learn how to deploy automation successfully in your business.

Contact Center 52

Contact Center Interactive Voice Response Virtual Agent Automatic Callback 52

CX Accelerator

MAY 28, 2019

It’s no surprise that the average turnover rate in a contact center environment is 25 percent year over year. Consider all the classic contact center problems--adherence to schedule, failure to share knowledge, snippy attitudes, and burnout. It’s superior to even perfect processes or perfect technologies!

Journey mapping 140

Journey mapping Contact Center Sales Customer Service 140

SharpenCX

DECEMBER 2, 2020

With financial losses of such scale on the line, the stakes have never been higher to deliver good customer service in your call center. But it’s also never been easier to find the information you need, implement the right tools, and make incremental improvements that drive real change in your call center.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Balto

JANUARY 22, 2024

We’ve seen generative AI being applied in different industries with great results, specifically in the contact center domain. This blog aims to uncover the numerous use cases of generative AI in the modern contact center. It’s a massive leap forward in the world of Artificial Intelligence and Machine Learning.

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

NobelBiz

AUGUST 22, 2023

Voice over Internet Protocol, commonly known as VOIP, is a technology that enables voice communication and multimedia sessions over the Internet. Unlike traditional phone systems, VOIP operates by converting your voice into packets of data, transmitting them over the web, and reassembling them at the destination.

voip 98

voip Telecommunications Contact Center Contact center software 98

JustCall

MARCH 7, 2023

Introduction Customers expect the brand they shop with to be more proactive and responsive in reaching out and speaking with them; 93% of service professionals say that customer expectations have increased drastically as compared to previous years. Let’s understand everything there is to know about contact centers.

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

SharpenCX

JULY 23, 2020

Agents juggle phone calls, quickly type out emails and talk down angry callers. We’ve seen the typical call center in TV shows or in movies. This scene makes for good drama, but today contact centers look different. . This scene makes for good drama, but today contact centers look different. .

Contact Center 101

Contact Center Call Center Education At home agents 101

Expivia

OCTOBER 4, 2021

If your business has customers, they need a way to contact you. However, finding and training staff to handle your customer service isn’t the easiest (or cheapest) task. . This is when contact center outsourcing comes into play. It saves you the money, time, and effort you need to make your business scale.

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

UJET

DECEMBER 9, 2021

Contact center employees are extremely important to the overall success and health of businesses. They’re the front line of customer interactions, and often the only people your customers will ever interact with. When contact center employees aren’t performing their best, the customer experience declines.

Contact Center 72

Contact Center Call Center Metrics Contact center software 72