Sikorski's Think Abouts

MARCH 30, 2015

Key operations point for your Customer Care Center: Customer experience as your primary goal. Contact centers are shifting the focus of key performance indicators from quantitative to qualitative measurements. The number of calls handled in a busy hour, average talk time and wrap-up times are losing their importance.

Contact Center 53

Contact Center Call Center Consulting Consulting 53

Balto

JUNE 23, 2022

. “The anti-script doesn’t mean that you should wing it on every call… what anti-script means is, think about a physical paper script and an agent who is reading it off word for word… you’re taking the most powerful part of the human out of the human.” The agent experience is universal. Demographics.

Scripts 52

Scripts Coaching Contact Center Surveys 52

Dialer 360

DECEMBER 5, 2022

The Center for Medicare and Medicaid Service’s (CMS) Medicare Communications and Marketing Guidelines (MCMG) 2022 edition (CMS) is crucial reading to comprehend the most recent legally enforceable guidelines for what kinds of outreach are permitted. · Identify TCPA and Medicare Marketing risk.

Sales 26

Sales Marketing Outbound sales Scripts 26

Playvox

FEBRUARY 29, 2024

Directors and managers of call centers are likely getting questioned by peers in leadership with questions such as, “How are we prepared for Artificial Intelligence (AI)?” A typical customer service call handled by a live agent costs $3.00 A typical customer service call handled by a live agent costs $3.00

Interactive Voice Response 79

Interactive Voice Response Customer Service Contact Center Chatbots 79

Outsource Consultants

FEBRUARY 21, 2024

“AI will replace human contact center interactions,” according to some CX experts in 2020. QA and Data Analysis: AI analyzes call recordings and transcripts, uncovering trends, improving agent performance, and personalizing future interactions. Ready to create a human-AI symphony in your contact center?

Call Center 67

Call Center Virtual Agent Morale Chatbots 67

COPC

AUGUST 16, 2022

Three ways to ensure quality assurance (QA) results align with customer satisfaction (CSAT) and issue resolution: Redesign your quality form to focus on key drivers. From there, perform a multiple regression analysis to quantify the attributes that drive satisfaction. We’ll discuss those aspects of QA in subsequent content.

Calibration 76

Calibration Metrics Benchmark Surveys 76

Global Response

JANUARY 27, 2023

While agents might be handling calls quickly, is that a sign that they’ve grown in expertise and are resolving issues more efficiently? Your contact center should track both operational metrics and experiential metrics. This provides an average that you can calculate for each agent, as well as your call center on the whole.

Metrics 62

Metrics Abandon rate Customer Service outsourcing 62

NobelBiz

FEBRUARY 22, 2023

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations. And here are the telltales.

contact center solutions 52

contact center solutions Contact Center Cloud contact Contact center software 52

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. How to determine the ROI for a Contact Center Solution?

contact center solutions 52

contact center solutions Contact Center voip call center software 52

NobelBiz

FEBRUARY 21, 2022

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations. And here are the telltales.

Contact center software 52

Contact center software Contact Center contact center solutions Cloud contact 52

Taylor Reach Group

NOVEMBER 18, 2019

More and more contact centers see the value of Quality Assurance in improving their operation both in terms of efficiency and effectiveness. If high customer satisfaction and retention is part of the center mandate, then it is a ‘best practice’ to include customers’ feedback and input as part of the process. By Turaj Seyrafiaan.

Coaching 18

Coaching Contact Center Surveys Best practices 18

AWS Machine Learning

MAY 24, 2023

With AI21’s preconfigured Summarize run method, a query can access a predetermined URL, condense its content, and then carry out question and answer tasks based on the summarized information: # Call AI21 API to query the context of a specific URL for Q&A ai21.api_key api_key = " " url_external_source = " " response_url = ai21.Summarize.execute(

Banking 74

Banking APIs Engineering Accountability 74

Balto

SEPTEMBER 12, 2023

The Need for Understanding Customer Desires in Customer Experience Management A predictive analytics solution collects huge amounts of data across different customer touchpoints and calculates relevant metrics from your customers’ interactions, such as handling time, agent behavior, queue length, and other relevant call center metrics and KPIs.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52