Callminer

APRIL 21, 2020

Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. Hassan Alnassir. Ben Winter.

Call Center 182

Call Center Management Scripts Coaching 182

CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Should we focus on resolving the customer's issue and aim for high Overall Satisfaction (OSAT)?

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Playvox

FEBRUARY 20, 2024

Hybrid work, which has also dramatically risen in popularity post-pandemic, is when companies offer employees a mix of both on-site and remote work options. It also provides employees with more flexibility and a better work-life balance, as they can create their own schedules and avoid long commutes.

Management 88

Management Gamification Calibration Quality management 88

JustCall

APRIL 3, 2024

A surge in call volume is always good news for your business. It shows more customers are interested in your product or service. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. It can further lead to a dip in customer experience and a shrinking ROI.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

ProProfs Blog

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. Since most of a contact center’s operating costs are related to staffing, the easiest and quickest ways of tightening the belt are to cut headcount or shut down live support channels. Time – help agents resolve customers’ issue faster.

Call Center 196

Call Center Self service Gamification Contact Center 196

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. million in 2022 to US$34, 570.73 from 2023 to 2028. from 2023 to 2028.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Calltools

JANUARY 10, 2024

Average handle time (AHT) is an important metric call center agents use to measure how much time it takes to interact with a customer. This metric measures the average length of time on the phone with the customer and includes the wait time and time spent on agents after the call has been completed.

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Call Center 52

ProProfs Blog

NOVEMBER 20, 2020

Did you know that engaged employees are 44% more productive as compared to just satisfied workers! Engaged employees are your best assets to grow your business. They act as role models to other employees by setting a standard benchmark. But, how to measure employee engagement to ensure maximum productivity?

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

JustCall

OCTOBER 17, 2023

Customer support is one of the most important aspects of delivering a good customer experience. Good customer support turns a casual buyer into a loyal customer and keeps them returning for more. Customer support is, in fact, the bridge between your business and its customers.

Customer Support 52

Customer Support CRM Feedback Enterprise 52

aircall

JULY 14, 2021

When your employees are happy, it’s easy to think you’re doing a good job. What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. It will also make them more satisfied with their work, reducing employee churn and increasing retention.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

ProProfs Blog

MAY 21, 2020

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. However, it also indicates that a lot depends on the kind of customer service operators you hire for your business. What is a Customer Service Job?

Customer Service 166

Customer Service Engineering Customer Support Management 166

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. 66% of respondents had a serious problem with a product or service over the previous year. Nearly 2/3 of respondents said they felt rage.

Contact Center 87

Contact Center Self service Call Center Interactive Voice Response 87

JustCall

MARCH 6, 2023

Improving call center agent performance is the foundation for building a successful call center. Bain & Company claims that “happy employees make for happy customers.” In this article, we will look at 12 strategies and tips on how to improve call center agent performance. Let’s get started.

Coaching 52

Coaching Call Center Scripts Construction 52

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? In this article, we will explore proven strategies and techniques to help you unlock the full potential of your team and achieve stellar performance. Look no further!

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Playvox

MARCH 12, 2023

Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance. In turn, this can cause less than optimal customer satisfaction scores. What Is Contact Center Efficiency?

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Hodusoft

DECEMBER 14, 2022

Companies that leverage technology to streamline their internal business communication can boost their employee productivity by up to 25%. Business communication refers to the information flow among employees within the company and between businesses and their prospects and customers. What is Business Communication?

voip 52

voip Telemarketing Enterprise contact center solutions 52

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Naturally, businesses will want to rely on customer loyalty for sustainable growth and profitability. This is where customer success comes in. What Is Customer Success?

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Fonolo

NOVEMBER 11, 2021

Agent engagement has always been a critical ingredient for customer satisfaction. Without it, efficiency, productivity, and customer satisfaction are almost guaranteed to fall. Contact centers have been learning this the hard way over the last decade. It's 100% free, we promise.). Plentiful: Lost employees to competitors.

Contact Center 87

Contact Center Multichannel Call Center Morale 87

Balto

FEBRUARY 8, 2023

Managing your call center’s workforce effectively is essential to keep both customers and agents satisfied. The process can be pretty complex when you take into account your agents’ skills and break times, as well as the different channels you offer support through and peak times. What Is Call Center Workforce Management?

Call Center 52

Call Center Management call center workforce Contact Center 52

JustCall

APRIL 19, 2023

For instance, delivering excellent customer experience is one of the aspects of this blueprint for success. For instance, delivering excellent customer experience is one of the aspects of this blueprint for success. As per the quote above, you should not commence your business without a strategic plan in place.

Customer centricity 52

Customer centricity Enterprise voip B2C 52

Nicereply

NOVEMBER 27, 2023

A company’s ability to understand and optimize customer satisfaction directly impacts customer retention, advocacy, and ultimately, profitability. As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction. What is a CSAT (Customer Satisfaction Score)?

Metrics 59

Metrics Surveys Analytics Feedback 59

Global Response

JANUARY 22, 2024

Across all industries, outsourcing continues to help businesses save money, streamline processes, and gain a competitive advantage. Sectors like IT, healthcare, finance, and HR lead the way in outsourcing. When used well, these technologies save businesses money , improve processes, and free them up to focus on their core competencies.

outsourcing 62

outsourcing Healthcare Best practices Business Process Outsourcing 62

Outsource Consultants

JANUARY 24, 2022

2019 Status: In 2019, online gambling aimed at Chinese customers found a foothold in the Philippines due to low taxation. The new tax will see licensees paying out either 5 percent of their gross gaming revenue or 5 percent of an agreed-upon minimum monthly revenue. So where do things stand now? The Rise of the Casino Industry.

outsourcing 128

outsourcing Real estate Government Call Center 128

aircall

OCTOBER 6, 2021

Employee engagement is more than just getting things done—it’s identifying with what you do. As a business owner, you need to create an environment where there is meaning behind the tasks your employees do. Additionally, employees who feel connected to their jobs are happier and work harder. Why is this important?

Sales 117

Sales Scripts Best practices Feedback 117

Blueship Call Center

AUGUST 22, 2023

Outsourcing customer service is a desirable concept. Outsourcing your customer service to an outside agent may drastically reduce overhead, saving you money, resources, and frequently a great deal of stress. We’ll go into great depth about outsourcing customer support in this post.

outsourcing 57

outsourcing Customer Care Average Handle Time Call Center 57

Call Experts

NOVEMBER 4, 2021

Outsourcing customer service is one cost-effective way to improve the service quality that your company offers, particularly if you are just starting or your business is creating too much pressure on your existing customer service team. What is outsourcing customer service?

outsourcing 98

outsourcing Customer Service Contact Center Customer Support 98

Call Experts

MARCH 18, 2020

Without much preparation, many people are abruptly having to adjust to new ways of operating, managing and planning for life. Are you worried about how you can keep your children occupied while also maintaining a productive work from home schedule? Check out our list of 15 ways to create productive play every day! .

Education 75

Education Contact Center Journey mapping Interactive Voice Response 75

JustCall

MARCH 9, 2023

But if your customer service skills are circling down the drain, you will end up losing more customers with every passing day. Patience, empathy, and problem-solving are some of the good skills to have for customer service. What is Customer Service? Let’s find out.

Customer Service 40

Customer Service Construction Feedback Personalization 40

Blueship Call Center

JUNE 21, 2023

Here are some of the ways that having back office support system may benefit your company. The work that office employees do provides the vital assistance needed to keep a business solvent. Our staff can take care of the rest, so let your teams concentrate on the abilities that fuel your growth.

outsourcing 63

outsourcing Finance Government Customer Care 63

Select VoiceCom Blog

APRIL 17, 2023

Business process outsourcing (BPO) is a popular strategy for companies to reduce costs, increase efficiency, and access specialised skills and expertise. By outsourcing non-core processes , you will save on overhead costs and gain more time to focus on scaling your business. Experts predict that the global BPO market will reach $405.6

Management 52

Management Business Process Outsourcing Best practices outsourcing 52

Vcaretec

JUNE 2, 2022

Live chat support can function in one of two ways. The first option functions like this; a user lands on your site and after a few seconds, a lie chat window opens automatically and an automated message asks the user if they need anything. The user can then choose to engage a live rep or to continue exploring your site on their own.

outsourcing 52

outsourcing Wait times Best practices Answering services 52

Vcaretec

AUGUST 4, 2022

Customer support services are an important part of any business. When customers have a question or issue with a product or service, they need to be able to reach out to someone who can help them resolve the problem. This is why customer service is so important. What is Customer Service Support?

Customer Support 52

Customer Support Best practices Customer Service Feedback 52

Fonolo

NOVEMBER 2, 2021

Customers are the heart of every contact center. If customers don’t interact with your business, you really don’t have a business, which puts a well-strategized and successful customer service strategy at the forefront of contact center success. Creating a Customer Service Strategy That Drives Business Growth.

Customer Service 95

Customer Service Contact Center First call resolution Call Center 95

ProProfs Blog

DECEMBER 17, 2020

Ever wondered how challenging it must be for your operators to handle multiple chats at the same time? These are some pressing questions that need your immediate attention. Keeping that in mind, we’ve curated a quick guide for your operators to handle multiple chats at the same time. Confusing Customers While Multitasking.

Wait times 141

Wait times Management Customer Support Customer Service 141

JustCall

MARCH 9, 2023

What makes for inspiring customer service stories? And what leads to poor customer service stories? In this blog, we will look at real-life examples of good customer service stories and bad customer service stories. Is there a difference in approach?

Omni-channel support 40

Omni-channel support Customer Service Feedback Wait times 40