JustCall

APRIL 3, 2024

Auto dialers are a secret weapon for call centers and sales teams. They are tireless assistants handling manual dialing while your agents focus on closing sales or generating leads. With auto dialers, your agents can effortlessly connect with live prospects, avoiding busy signals or voicemails.

Sales 52

Sales CRM Scripts APIs 52

Blueship Call Center

OCTOBER 9, 2023

As one of the primary factors in determining a company’s success, providing excellent customer service must be continuously improved. Top call center outsourcing companies provide exceptional customer service, it’s reasonable to anticipate sales growth of 20% or more of overall business revenue.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. An era where agents can work from anywhere in the world without being tied to one particular place. CCaaS is the acronym for Contact Center as a Service.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

CX Global Media

JULY 17, 2018

How would you describe your contact center supervisors? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. In many circles, the thought of coaching is about supervisors coaching agents.

Contact Center 179

Contact Center Coaching Construction Call Center 179

aircall

JANUARY 24, 2022

Businesses typically rise to the top when they offer the types of products and services that people want. It’s a mistake to view your customer support team as a cost center. When you make your customers feel important, your customer service team becomes a growth center that drives your revenue up continually. Cancellations.

Call Center 126

Call Center Best practices call center software CRM 126

ViiBE Blog

AUGUST 9, 2021

ViiBE Blog. What is the key to success in a call center? Call Center , Customer experience. August 9, 2021. What is a call center? Call centers are large, complex organizations that receive or transmit massive volumes of telephone calls every day. Kelly Dell.

Call Center 52

Call Center CRM First call resolution Customer centricity 52

Expivia

MARCH 18, 2021

Incredible customer service is the backbone of any call center. Agents deal with customers every day. What exactly makes a call center agent good at customer service? Top 10 Customer Service Skills of the Best Call Center Agents. This call center agent skill is very underrated.

Call Center 98

Call Center Customer Service Education Average Handle Time 98

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

TeleDirect

AUGUST 25, 2022

Looking for the most effective call center strategies in the financial industry? At TeleDirect, we are experts on how to manage a call center efficiently in the finance sector ! Today, we’re here to share our top three most important practices for financial organizations to remember when running a call center.

Best practices 62

Best practices Call Center Finance outsourcing 62

CX Global Media

JULY 17, 2018

How would you describe your contact center supervisors? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. In many circles, the thought of coaching is about supervisors coaching agents.

Contact Center 136

Contact Center Coaching Construction Call Center 136

NobelBiz

JUNE 5, 2023

However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them. This means that call center agents need to make multiple calls before they can even start the sales process.

Call Center 52

Call Center Scripts CRM Contact Center 52

Nicereply

AUGUST 3, 2021

The account manager is your primary point of contact—the person you call when something is changing, you need to plan for the future, or the team isn’t meeting your goals. The team lead supervises your agents and manages the day-to-day operations. Will the agents be dedicated or shared? Who is my main point of contact?

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

Hodusoft

APRIL 26, 2023

Metrics to Measure the Performance of Your Virtual Call Center “A useful metric is both accurate and aligned with your goals. Managing a virtual call center is not easy. Only the right metrics can tell you if things are working in your call center or not. As legendary marketing guru Peter F.

virtual call center 52

virtual call center Call Center Metrics call center software 52

Expivia

OCTOBER 4, 2021

And someone definitely needs to answer those calls, emails, and messages. This is when contact center outsourcing comes into play. Contact center outsourcing can take the weight of customer management off your shoulders. What Is Contact Center Outsourcing? How Does Contact Center Outsourcing Work.

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Liveops

DECEMBER 27, 2018

When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Which is why we know you’ll appreciate a round-up of highlights around call center news and information. Click here to go to CCW’s Remote Agent Report.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

aircall

JUNE 14, 2021

How well your teams perform reflects the quality of leadership within your call center and the way your leaders measure team performance. Effective call center leaders strive to make every team member a top performer. Call centers are a hive of activity. Individual Performance .

Call Center 62

Call Center Metrics First call resolution Wait times 62

Hodusoft

DECEMBER 28, 2022

What is Call Center Management? Call center management backed by cutting-edge call center technologies helps managers oversee their teams and be on top of things. By implementing call center management, organizations can accurately measure, monitor, and optimize their performance.

Best practices 52

Best practices Call Center Metrics call center software 52

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. This is my top ten list of really dumb things that smart call and contact center executives do. Contact Center staff is one of the most expensive and important assets within the Contact Center.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

JustCall

APRIL 12, 2023

Thinking of investing in auto dialer software for your call center or sales team? Using an auto dialer can boost agent productivity and efficiency by as much as 300 to 350% (that is 3x more calls every hour per agent). In this blog, we will deep-dive to understand the auto dialer functionality.

Scripts 52

Scripts Sales CRM Contact Center 52

Balto

AUGUST 3, 2022

As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole. Is the contact center a drain on resources, a necessary expense to manage customer needs?

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

OctopusTech

AUGUST 10, 2022

Call center technologies are developing rapidly in this ever-growing digital era. Various call center technology trends such as Artificial intelligence, virtual agents, and cloud communications are all part of the future of call centers. But which technology can enhance and support your call center?

Call Center 62

Call Center Technology Journey mapping Interactive Voice Response 62

Nicereply

SEPTEMBER 29, 2022

Look at our list of the top groups. Start your day with great quality content Stay updated with our newsletter Subscribe Subscribe. Customer service communities give you more than you could be expected. So, how does one go about optimizing their customer service and ensuring they have the skills necessary in order to do so?

Customer Service 98

Customer Service Best practices Education call center professionals 98

aircall

SEPTEMBER 8, 2022

Do you have enough staff to manage call volume? . Do your training and onboarding materials maximize agent performance? If you plan to monitor the KPIs for an inbound call center, there are a few classic metrics to keep in mind. Number of calls answered. Average wait time & missed calls.

Sales 48

Sales Customer Service Wait times Metrics 48

Expivia

OCTOBER 14, 2020

Today I will be playing devil’s advocate and give you ten reasons as to why you shouldn’t outsource your call center. You Do Not Understand Call Center Metrics. You need to have the resources available to hold your call center partner accountable if your customers are dissatisfied. This happens a lot.

outsourcing 78

outsourcing Call Center Calibration Finance 78

JustCall

FEBRUARY 13, 2023

We’ve included a checklist in this blog (and have covered various details) to help you lay the groundwork for your cloud phone system setup. We’ve included a checklist in this blog (and have covered various details) to help you lay the groundwork for your cloud phone system setup. Modern phone systems are quicker and easy to install.

voip 98

voip Call flow Wireless Accountability 98

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. You may be asked to work the “typical” 9 a.m.

Contact Center 57

Contact Center Contact center software Transportation Finance 57

JustCall

DECEMBER 23, 2022

Thinking of investing in auto dialer software for your call center or sales team? Using an auto dialer can boost agent productivity and efficiency by as much as 300 to 350% (that is 3x more calls every hour per agent). In this blog, we will deep-dive to understand the auto dialer functionality.

Scripts 52

Scripts CRM Sales Analytics 52

ProProfs Blog

DECEMBER 22, 2020

In the 70s and 80s, call centers were treated as a sales tool by large enterprises where agents would call up the consumer to sell a product. This trend of call centers for chat support shifted to contact centers for chat support when internet usage became quite popular. That’s not all.

Contact Center 130

Contact Center Call Center Feedback Wait times 130

JustCall

DECEMBER 23, 2022

Want complete control over calling speed? Don’t want agents to waste time between calls to collect customer data? In this blog, we will detail everything you need to know about the power dialer software. According to research , salespeople routinely find themselves struggling with sales call anxiety (SCA).

CRM 52

CRM Sales Coaching Personalization 52

CrazyCall

DECEMBER 5, 2018

Happy customer = a successful business. But how to keep your customer service at a top level? But how to keep your customer service at a top level? The best thing you can do is to train your agents. Also, regular training helps balance the time your call center agents work and time they learn.

Call Center 91

Call Center Best practices Scripts Feedback 91

Talkdesk

MAY 5, 2020

Being an at-home contact center agent can be incredibly rewarding: you get to help customers in meaningful ways, all while working from the comfort of your own home. If you’re able, find a space in the house where you can take the most important calls and meetings without interruption.

Contact Center 60

Contact Center Wireless Best practices Management 60

Noble Systems

JULY 11, 2019

In the final part of this three-part blog series, we will discuss the remaining five best practices for achieving long-term success with gamification. Analytics plays an important role in gamification success. On the front end, it can reveal areas where agents can improve the quality of their interactions with customers.

Gamification 71

Gamification Best practices Analytics Feedback 71

Liveops

DECEMBER 27, 2018

When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Which is why we know you’ll appreciate a round-up of highlights around call center news and information. Click here to go to CCW’s Remote Agent Report.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

JustCall

JUNE 2, 2021

While that may sound excessive, there is no denying that the call center skills of your agents can either make or break your business. Common customer queries are handled by call center professionals that are trained to carry out the act. Why are Right Call Center Skills Important? Business Value.

Call Center 52

Call Center call center professionals call center software Scripts 52

Expivia

JULY 21, 2021

You’re always surrounded by technology in a call center. From the way you get the call to the aftercall memo you need to send, everything’s connected to technology. Without knowing what the current and upcoming trends in advanced call center technologies are, you may be left behind. Omnichannel Support.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. Please register here to attend the event on Monday, October 18, 2021, from 11:00 AM – 12:30 PM ET/8:00 AM – 9:30 AM PT.

Best practices 52

Best practices outsourcing Contact Center Call Center 52