ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic. Comprehensive Call Center Metrics Report. Here’s how!

Best practices 217

Best practices Call Center Average Handle Time virtual call center 217

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. Assessing – using an industry-specific lexicon, with relevant expressions and phraseology, and word combinations, mapped against when they are used and how provides a solid baseline. Ignore it at your peril.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

3CLogic

FEBRUARY 7, 2024

In today’s digital world, your competitors are no more than a click away, drastically increasing the importance of delivering personalized customer experiences (CX) on the first go. Success starts with an honest assessment of your organization's weaknesses. Sounds like your organization? You’re far from alone!

Contact Center 59

Contact Center Cloud contact CRM Self service 59

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . Call center development is an essential subset of any overall business development plan.

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Call Experts

APRIL 8, 2024

Have you ever wondered what is it like for the call center agent answering my phone when I partner with Call Experts? In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

TeleDirect

DECEMBER 14, 2023

Do your employees feel overworked, constantly working overtime and never seem to get enough done in their eight -hour shifts? Are your customers needing more assistance from you than you can provide? If these scenarios apply to you, a full-service call center such as TeleDirect could be extremely beneficial to your company.

call center solutions 62

call center solutions Call Center Scripts Enterprise 62

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

Hodusoft

OCTOBER 4, 2023

11 Ways to Reducing Communication Costs with Internet Telephony Solutions In today’s competitive landscape, cost efficiency has become a key driver of profitability and sustainability. That’s why contemporary businesses must be proactive in exploring strategies and solutions to optimize their communication expenditures.

voip 105

voip Real estate Abandon rate Analytics 105

TechSee

JUNE 10, 2021

Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. Sure, they divert your workforce from more strategic tasks. . This blog challenges that status quo. Open your eyes to Visual Assistance . Yes, they cost a lot. Succeed with Self-service.

Self service 207

Self service Analytics Transportation Healthcare 207

Aspect

MARCH 26, 2020

The volume of requests is spiking on our end and we wanted to communicate a few areas that seem to be more common in an effort to share ideas and solutions. Even if some are only temporary fixes, they may help you TODAY and give you time to develop your longer-term strategy. Your success is our success.

At home agents 155

At home agents Contact Center Interactive Voice Response Call Center 155

Vistio

FEBRUARY 5, 2024

Call centers are hubs of customer interaction and service, where agents handle numerous calls, each with unique challenges. Therefore, it is vital for call centers to invest in proper training and rehearsals to ensure their agents are well-prepared for diverse customer issues.

Call Center 52

Call Center call center software Feedback Personalization 52

Cisco - Contact Center

AUGUST 18, 2020

Welcome to Our Monthly Feature Update Blog Series. To keep our customers informed of new capabilities available in our Cisco Contact Center portfolio, we’ve created this monthly blog series.

Contact Center 111

Contact Center contact center solutions Analytics Entertainment 111

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. One of the most impactful uses is how AI is transforming customer experience (CX).

Quality management 75

Quality management Contact Center Management Best practices 75

Fonolo

NOVEMBER 7, 2018

It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary. Service Levels. Gamification. Look it up. Call-Backs.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

Blueship Call Center

DECEMBER 12, 2023

A professional call center outsourcing vendor primarily responsible for helping businesses achieve increased productivity, cost savings, and operational simplification. Whether your business is new to outsourcing or has extensive expertise in vendor management, choosing the right vendor may make or break your outsourcing efforts.

outsourcing 73

outsourcing Call Center Business Process Outsourcing Contact Center 73

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Expivia

FEBRUARY 26, 2024

Preparing Your Contact Center for the Future: A Strategic Technology Roadmap Introduction In the rapidly evolving contact center industry, staying ahead means not just selecting the right technologies but also preparing your organization for their integration and use.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

Expivia

FEBRUARY 25, 2024

Unraveling the Potential of Auto QA: Redefining Contact Center Evaluation Are you ready to uncover the transformative power of Auto QA? In the bustling world of contact centers, where every interaction holds significance, traditional quality assurance methods often miss the mark.

Contact Center 52

Contact Center Technology Feedback Analytics 52

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. However, there are several special considerations when deciding whether to install self-service options in your call center.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

Upstream Works

NOVEMBER 4, 2021

When it comes to adopting new technology, contact centers prefer easy transitions with minimal impact on continuity. This is fine for routine updates of existing technology, but this is not sufficient for legacy-based contact centers as they try to keep up with digital-first customers.

Contact Center 78

Contact Center contact center solutions Call Center Multichannel 78

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

Contact Center 78

Contact Center Journey mapping Analytics Customer centricity 78

NobelBiz

MARCH 12, 2024

And it continued to be that way even we have begun our onboarding process… ” Eric Sims is the CEO & Founder of Leading Edge Connections, a specialty provider of outsourced business transformation solutions for a number of emerging industries and companies. Implementing Unified CXM 1.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Fonolo

AUGUST 29, 2023

Call centers are at the heart of modern customer service and that makes active listening an indispensable CX tool. As call center managers, you have the power to train and encourage your agents to become active listening experts; enhancing customer satisfaction and loyalty.

Contact Center 67

Contact Center Call Center Abandon Call Construction 67

Upstream Works

NOVEMBER 22, 2022

Before the term “customer experience” (CX) became widely used in the industry, the contact center was focused on “customer service.” ” When customers needed service – whether a question, a complaint, or technical support – they reached out to the contact center.

Technology 78

Technology Customer Service Contact Center Technical Support 78

Call Experts

OCTOBER 19, 2023

Behind the Scenes: A Day in The Life of a Call Center Agent Have you ever wondered what is it like for the call center agent answreing my phone when I partner with Call Experts? Performance Metrics in the Call Center Call center operations rely heavily on performance metrics to evaluate and improve efficiency.

Call Center 59

Call Center Average Handle Time Coaching Metrics 59

Global Response

SEPTEMBER 11, 2023

Choosing a call center provider is a difficult task—and it’s one that comes with a lot of responsibility. A call center can make or break your customer service, as well as significantly impact the reputation of your brand. Obviously, you can’t offload that role to the first call center you come across.

Call Center 62

Call Center outsourcing Telemarketing Bilingual agents 62

NobelBiz

JANUARY 23, 2024

As a call center owner, manager, or supervisor, are you grappling with the challenges of elevating customer satisfaction, retention and boosting lead generation? This article will delve into the world of Customer Support as a Service (CSaaS) , exploring the nature, types, and the profound impact it can have on your contact center.

Customer Support 52

Customer Support Contact Center contact center solutions outsourcing 52

TeleDirect

MAY 12, 2023

Want to know more about your outbound call center performance? Measuring and examining your call center metrics and KPIs (key performance indicators) will provide valuable information about your outbound call center’s performance and identify any weak spots.

Call Center 62

Call Center Metrics Average Handle Time Scripts 62

Callminer

APRIL 23, 2019

To train and evaluate call center staff. There are two primary categories that offer solutions to the issue of PCI compliance in the call center — manual and software solutions. And when choosing solutions for your call recording and transcription, ensure security is a priority.

Best practices 159

Best practices Call Center Banking Contact Center 159

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. You’re welcome to pick and choose from the questions below, tailoring to your unique business needs.

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

3CLogic

JANUARY 24, 2024

When a customer contacts your business, what’s their first impression? As organizations are ramping up their digital transformation strategies to meet the immediate and personalized experiences required by today’s customers, it’ s no surprise Conversational AI is emerging as the fastest-growing segment within the contact center space.

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

NobelBiz

MAY 9, 2023

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Noble Systems

MAY 10, 2021

Contact centers are on the front-line of customer communications, and therefore, they often define the customer experience. As stated in an article from CustomerThink , “Customer call centers are out and customer engagement centers are in.”. What makes a Customer Engagement Center different from a Contact Center?

Contact Center 98

Contact Center Call Center CRM Consulting 98

Aspect

FEBRUARY 27, 2018

But even if a large majority of your online customer reviews give a glowing representation of your customer service capabilities, it only takes one bad apple to spoil the bunch. If your agents are dragging and you’ve noticed an uptick in poor reviews, it could be a staffing problem.

Contact Center 128

Contact Center Contact center software Chatbots contact center solutions 128

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. CCaaS stands for Contact center as a service. Contact Center Options.

Contact Center 98

Contact Center Interactive Voice Response Contact center software Cloud contact 98