VirtualPBX

OCTOBER 11, 2023

Guest Blog From Sphinx Solution VoIP , a technology that allows you to make calls over the Internet, has been steadily transforming global communications for the past decade, unlocking significant ROI in communication for businesses worldwide. But, though the positives may be clear in theory, what is the concrete impact on business?

voip 104

voip Accountability Customer retention Technology 104

Call Experts

APRIL 8, 2024

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. Continue below to discover the call center KPIs that are commonly measured to ensure consistent quality.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

Nicereply

APRIL 29, 2024

No matter what your job title is, you’re more than likely to receive some form of negative feedback. They allow you to take a closer look at your performance and take the steps to improve for the future. If you receive negative feedback during your time at work, your manager is likely pointing out areas where you may need to improve.

Feedback 52

Feedback Construction B2B Call Center 52

Beyond Philosophy

DECEMBER 14, 2023

Now, some of you might be scratching your heads, wondering what I am talking about. Take a moment to consider to whom in your life you feel loyalty. However, to identify this quality, an organization needs to measure emotions and not just be satisfied or dissatisfied. Customers spend more on average than your other customers.

Airlines 222

Airlines Metrics Management Technology 222

Expivia

FEBRUARY 25, 2024

In the bustling world of contact centers, where every interaction holds significance, traditional quality assurance methods often miss the mark. In this blog, we embark on a journey through practical QA scenarios, illuminating how Auto QA, enhanced with advanced prompting , is reshaping the assessment landscape.

Contact Center 52

Contact Center Technology Feedback Analytics 52

VirtualPBX

SEPTEMBER 14, 2023

Guest Blog from Sphinx Solution Nowadays, a solid communication system is the key to any business success. Integrating VoIP & texting in your business transforms the way you communicate with your partners, customers, and employees. Let’s get started on transitioning your business. What is VoIP?

voip 105

voip CRM Consulting Consulting 105

Ann Michaels and Associates

NOVEMBER 1, 2023

Mystery shopping and overt operational audits are two different approaches used by businesses to assess and improve their operations, especially in the context of customer service and retail environments. We discussed Brand Audits in a previous blog, which is another type of overt audit.

Analytics 52

Analytics Sales Customer Experience Customer Service 52

JustCall

FEBRUARY 3, 2021

Call center managers are the ringmasters of all operations in a call center. Likewise, sales and customer support managers supervise corresponding agents. Ensuring that your agents are doing well on-job is more than just a matter of measuring metrics. Call center managers take the onus of keeping the performance graph steady.

Analytics 98

Analytics Interactive Voice Response call center software Call Center 98

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand.

Best practices 118

Best practices Management Brand ambassadors Upselling 118

Comm100

SEPTEMBER 12, 2023

This is where Strategic Enrollment Management (SEM) comes into play. Read on to explore what strategic enrollment management is, how it is helping schools to attract more of the very best students, and how to create a robust plan. What is Strategic Enrollment Management (SEM)? What are your enrollment trends?

Management 62

Management Education Marketing 62

Nicereply

JUNE 25, 2020

A successful program needs to address the perception of undue oversight on your team and to follow a meaningful marking rubric. Sarah Ellenberg , Program Manager at PartnerHero , deals with these issues every day. PartnerHero provides global support services for your business.

Coaching 105

Coaching Accountability Management Customer Support 105

Call Design

OCTOBER 6, 2020

Below, we have four ways to help your customer service team resolve complaints promptly and efficiently. One of the best things you can provide your customers with is options. An omnichannel system will significantly reduce call times and will quickly resolve your customer service tickets. Empower Your Employees.

Customer Service 148

Customer Service Self service Quality management Wait times 148

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. If you’re reading this blog post, you are probably one of them. 78% of customers have backed out of a purchase due to a poor customer experience (CX).

Feedback 83

Feedback Consulting Consulting Enterprise 83

Hodusoft

MARCH 13, 2024

This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support. Efficiency and Efficacy Management guru Peter Druckers said, “Efficiency is doing things right. Proactive risk management strategies safeguard against issues and disruptions.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

Spearline

OCTOBER 29, 2020

Terrible audio quality can be a frustrating experience for your agent and your customer. Something so simple as degrading audio quality on a call can easily cause multiple problems such as delayed conversations, customer churn, and even loss in revenue just from one bad experience. 1534, and others.

voip 96

voip Accountability Contact Center Technology 96

Call Experts

OCTOBER 19, 2023

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. Continue below to discover the call center KPIs that are commonly measured to ensure consistent quality.

Call Center 59

Call Center Average Handle Time Coaching Metrics 59

Spearline

MARCH 24, 2022

Perceptual evaluation of speech quality – a standard The perceptual evaluation of speed quality has become a telecommunications standard. A standard is an agreed way of making a product, managing a process, delivering a service, or supplying materials. You know exactly how your phone services are performing.

Telecommunications 97

Telecommunications voip Government Quality management 97

AWS Machine Learning

JANUARY 26, 2024

Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications. This post provides three guided steps to architect risk management strategies while developing generative AI applications using LLMs.

Best practices 120

Best practices Government Engineering Accountability 120

Global Response

SEPTEMBER 11, 2023

A call center can make or break your customer service, as well as significantly impact the reputation of your brand. Answering services generally take and relay messages on your behalf, whereas a call center can perform more complex functions, such as managing customer service entirely, taking orders, answering FAQs and more.

Call Center 62

Call Center outsourcing Telemarketing Bilingual agents 62

CSM Magazine

MARCH 31, 2023

As a manufacturing business owner, you understand that staying competitive and creating efficiencies with your processes is critical for success. In this blog post, we explain six actionable approaches to streamlining your manufacturing process – from eliminating redundancies to adopting automation strategies. Let’s dive in!

Analytics 52

Analytics Consulting Consulting Technology 52

VirtualPBX

MARCH 7, 2024

In this blog post, we’ll delve into what PSTN is, how it works, and discuss its superior counterparts in today’s digital landscape. It comprises a vast network of copper wires, fiber-optic cables, microwave transmission links, cellular networks, and satellites, managed by telecommunications companies. What is PSTN?

voip 59

voip Telecommunications Wireless CRM 59

Call Design

SEPTEMBER 21, 2021

High-quality professional customer support is crucial to building lasting customer relationships. Contact centres represent the voice of many organisations, existing as the first point of contact for customers engaging with your organisation. Gamification changes the game in the agent training space. Data Analytics.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Management 90

Management Upselling Coaching Best practices 90

teleopti

DECEMBER 13, 2018

Pelorus Associates has authored comprehensive market research reports on workforce management software since 2011. Our latest report, 2018 World Market for Workforce Management Systems , examines 30 individual trends affecting business and customer service. Declining brand loyalty. One is increasing the lifetime value of a customer.

Customer Service 48

Customer Service Banking Contact Center Self service 48

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

Integrity Solutions

MARCH 18, 2021

As a sales manager, it’s pretty frustrating when you spend a significant amount of time and energy coaching and developing someone only to discover in the end that, well, it’s not you, it’s them. In some cases, it’s not about the salesperson’s knowledge and skills or even their passion for your products or services.

Sales 130

Sales Coaching Personalization Management 130

Blueship Call Center

DECEMBER 12, 2023

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. The value, economies, and high-quality service delivery that come with well-matched vendor agreements make outsourcing a wise choice for businesses looking to expand.

outsourcing 73

outsourcing Call Center Business Process Outsourcing Contact Center 73

VirtualPBX

MARCH 7, 2024

In this blog post, we’ll delve into what PSTN is, how it works, and discuss its superior counterparts in today’s digital landscape. It comprises a vast network of copper wires, fiber-optic cables, microwave transmission links, cellular networks, and satellites, managed by telecommunications companies. What is PSTN?

voip 52

voip Telecommunications Wireless CRM 52

Win the Customer

SEPTEMBER 7, 2023

In this blog post, we’ll explore how the McKinsey Matrix can be applied to optimize customer interactions and drive sustainable growth. This includes factors like product quality, brand reputation, and customer service. Surprisingly, this matrix can be adapted to enhance customer experience strategies.

Customer Experience 59

Customer Experience Marketing Management Personalization 59

Call Design

JULY 6, 2021

Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency. Customer satisfaction is a quality-based measurement to gauge the overall quality of the delivered customer service. Quality Score.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

3CLogic

FEBRUARY 28, 2024

While there’s an extensive list of benefits as it pertains to GenAI, this blog will cover only one of the simpler and yet impactful use cases for GenAI — auto-call summarizations. While it makes work easier for agents and supervisors, how much money could GenAI Auto-Call Summarization save your organization? Is it worth the investment?

Contact Center 59

Contact Center Average Handle Time APIs Customer centricity 59

Global Response

OCTOBER 6, 2023

Want to grow your business sustainably and propel your business forward? Of course, every business owner wants to grow their business—but too many business owners make the mistake of thinking that doing everything internally is the most effective way to grow while maintaining quality. That couldn’t be further from the truth.

Consulting 62

Consulting Consulting Business Process Outsourcing outsourcing 62

Nicereply

AUGUST 21, 2023

A Balanced Scorecard is a performance measurement tool that enables a leader to assess and track various aspects of their operations and align them with strategic goals. However, showing them quantity can prove disastrous if not balanced with quality. That’s why we display the results of quality assessments just below that.

Metrics 52

Metrics Service level Customer Support Self service 52

Spearline

FEBRUARY 1, 2022

KPMG Your contact numbers are critical to how your global customers view your brand. It’s not unusual for call centers to have little or no visibility over connectivity and audio quality issues with carriers. If you have SLA challenges with your carrier, objective data is a huge advantage.

Telecommunications 98

Telecommunications Call flow Call Center Enterprise 98

Global Response

OCTOBER 17, 2023

If you work in management at a healthcare organization, you can probably wager a guess at the answer. Our team has over 40 years of experience managing customer service outsourcing in healthcare and similarly high-touch industries—here’s what you need to consider before you start outsourcing. Scalability and flexibility in operations.

Healthcare 62

Healthcare outsourcing Customer Service Real estate 62

NobelBiz

APRIL 2, 2024

They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more. Feature Set Offer a comprehensive suite of advanced features, including omnichannel routing, advanced IVR systems, workforce management tools, CRM integration, reporting, and analytics capabilities.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

Blueship Call Center

NOVEMBER 28, 2023

The following advantages might result from hiring a reputable BPO company to handle your email support needs. Improved Delivery, Quality, and Production It might take a lot of money and effort to train your internal email support staff. Additionally, your team members might offer more to other facets of your company.

outsourcing 67

outsourcing Calibration Business Process Outsourcing Call Center 67