SharpenCX

NOVEMBER 23, 2021

How to Run a Highly Effective Contact Center (Start Today) : In this Sharpen blog post, we’ve compiled four ways to support your agents and your customers for a mutual benefit across the board. Learn how to understand and invest in your agents, so you can use data for a more efficient contact center.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

Nicereply

NOVEMBER 16, 2022

Every professional has a set of tools they rely on to work better and accomplish their goals more efficiently. However, as you scale and as your budget increases, investing in the right tools will make your team more efficient and productive. As a support manager, you need to keep your team working together efficiently.

Management 98

Management Analytics Feedback Surveys 98

Call Experts

APRIL 8, 2024

In this blog, we’ll explore everything you need to know about call centers and those factors to help you make an informed decision. Enhancing Customer Satisfaction High-quality call centers like Call Experts are adept at resolving customer issues promptly and efficiently.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. Consumer behavior is at the top of that list, rapidly evolving as customers become more empowered.

Contact Center 52

Contact Center Self service Analytics Banking 52

NobelBiz

FEBRUARY 13, 2024

It’s no longer just about handling calls more efficiently; it’s about creating a more tailored and engaging customer experience. It’s no longer just about handling calls more efficiently; it’s about creating a more tailored and engaging customer experience. Among its standout features is the Preview Dialer.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Aspect

JUNE 4, 2020

annual growth in agent productivity. In other words, having a BC plan allows contact centers to transform times of uncertainty and change into times of opportunity; one which fosters more fruitful customer relationships, drives efficiency gains, and reduces costs. That applies to many things in life and business.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

Hodusoft

DECEMBER 21, 2023

In this blog, we delve into a field of banking and financial industry that has rapidly advanced with the use of advanced call center software solutions. It will help you gain insights into how banks and financial institutions can enhance their FCR rate with the help of cutting-edge call center software solutions.

call center software 64

call center software Banking Call Center First call resolution 64

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Find out what you can do today to boost efficiency and improve call center performance by reading our pros’ responses below. Tyler Riddell.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

JustCall

MARCH 28, 2023

Your sales and support agents are at the heart of your business. It’s important that they have the right tools that not only help them complete daily tasks but also empower them to be more productive and efficient. They have a lot of responsibilities to fulfill and big goals to achieve. Let’s start!

CRM 52

CRM Sales Scripts Analytics 52

JustCall

AUGUST 8, 2023

Artificial Intelligence (AI) in the supply chain for products has the potential to revolutionize and streamline the industry, bringing unprecedented efficiency and effectiveness. AI algorithms can suggest efficient routes and distribution strategies by analyzing factors such as inventory levels, demand patterns, and transportation networks.

Transportation 52

Transportation Chatbots Engineering Enterprise 52

Monet Software

MAY 27, 2020

You can explore new ways to help maximize workforce productivity, empower your workforce, listen to customers and employees, move to the cloud and prepare for recovery leveraging your customer engagement solutions. Thank you to everyone who made Verint Virtual such a success—and so much fun! That’s right!

contact center workforce 83

contact center workforce Education Analytics Contact Center 83

AWS Machine Learning

JANUARY 26, 2024

The goal of this post is to empower AI and machine learning (ML) engineers, data scientists, solutions architects, security teams, and other stakeholders to have a common mental model and framework to apply security best practices, allowing AI/ML teams to move fast without trading off security for speed.

Best practices 123

Best practices Government Engineering Accountability 123

Hodusoft

AUGUST 30, 2022

UCaaS, CCaaS, and CPaas are some of the few technologies that have gained a lot of recognition in these years. All these technologies are cloud-based technologies and share similarities. In this blog, we will get a detailed insight into all these three cloud-based technologies. What is cloud computing?

APIs 52

APIs Interactive Voice Response Contact Center voip 52

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. The term “effortless” refers to both the agent and the customer experience. Provide a Unified Agent Desktop.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

JustCall

MARCH 28, 2023

This comprehensive blog post highlights the most significant customer support trends for 2023 that all customer service leaders should be aware of. The customer service landscape is experiencing a radical transformation, driven by emerging technologies, increasingly savvy consumers, and evolving demands.

Customer Service 52

Customer Service Chatbots Analytics Upselling 52

Calabrio

FEBRUARY 16, 2017

According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Contact centers see the answer in the cloud. Adoption of cloud-based technologies has been accelerating in the contact center world for several years.

Customer centricity 61

Customer centricity Contact Center Call Center outsourcing 61

Enghouse Interactive

JUNE 4, 2021

In recent research conducted by Enghouse Interactive 91% of agents were likely to leave their jobs in 2021. In recent research conducted by Enghouse Interactive 91% of agents were likely to leave their jobs in 2021. Hybrid working also offers efficiency and productivity gains. Embracing the opportunities of hybrid.

Analytics 63

Analytics Self service Technology Metrics 63

JustCall

MARCH 28, 2023

To enhance productivity and client satisfaction, it’s crucial to train sales agents to work together effectively. In this blog post, we’ll explore the benefits of collaboration, address common challenges, and provide actionable steps to foster a collaborative sales environment.

Sales 52

Sales CRM Best practices Morale 52

NICE inContact

AUGUST 13, 2019

NICE inContact CXone call center software helps contact center managers deliver great customer experiences, engage contact center agents, and reduce costs. CXone empowers managers to quickly and easily make omnichannel routing changes based on changing business conditions and/or contact center agent needs and capabilities.

call center software 54

call center software Contact Center Quality management Call Center 54

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. The term “effortless” refers to both the agent and the customer experience. Provide a Unified Agent Desktop.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

Calabrio

FEBRUARY 16, 2017

According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Contact centers see the answer in the cloud. Adoption of cloud-based technologies has been accelerating in the contact center world for several years.

Customer centricity 40

Customer centricity Contact Center Call Center outsourcing 40

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Establishing a Customer-First Mindset without Sacrificing Efficiency. Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

aircall

MARCH 8, 2021

Compare the effects of a 15-minute conversation you have with a person to the experience they get from reading blog and social media posts about the launch of your product–which do you think has more impact ? When you search “cold calling guide” on Google, you see 116,000,000 results. Cold calling, it turns out, is not dead.

Scripts 62

Scripts Sales Personalization Marketing 62

Natalie Petouhof

SEPTEMBER 1, 2015

But what about when customer wants to get help from an customer service agent? IOT and Customer Service Agents: For customer service agents to be able to support all the new channels as well as make sense of all the data being generated from all these channels, they need new, smarter solutions that allow them to better respond to customers.

Analytics 63

Analytics Average Handle Time Call Logging Best practices 63

VocalCom

APRIL 30, 2018

Many brands are turning to customer journey maps to gain insights into the customer experience and devise innovative solutions for making it better. For example, you may discover that IVR menus are not routing customers quickly to the most qualified agent, or perhaps response times are slow on social media channels. Engaging employees.

Journey mapping 48

Journey mapping Contact center software Interactive Voice Response Contact Center 48

aircall

JULY 7, 2021

Doing this can overwhelm your call center agents and result in costly bills, especially if you don’t have a system in place for collecting, segregating, and analyzing data. They use artificial intelligence to detect keywords, vocal patterns, and tone to provide insights on the product, agent performance , and procedural or system issues. .

Call Center 62

Call Center Analytics Self service Sales 62

Expivia

OCTOBER 4, 2021

An outsourced contact center completes specific tasks according to your business needs to make your operations more efficient. If your business has customers, they need a way to contact you. And someone definitely needs to answer those calls, emails, and messages. This is when contact center outsourcing comes into play.

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

aircall

DECEMBER 16, 2016

First, you gather data pertaining to your call centre’s performance (employee efficiency, customer attrition, speediness of execution, etc.), then gain insight from it, and then implement change relative to that insight. Likewise, it can track the performance of human agents as well as the overarching quality of the calls themselves.

Call Center 82

Call Center call center software Abandon rate Metrics 82

aircall

JUNE 14, 2021

Do you know what your agents are doing, how fast they’re doing it, and whether they’re effectively satisfying your customers? Do you know what your agents are doing, how fast they’re doing it, and whether they’re effectively satisfying your customers? Why It’s Important to Measure Team Performance.

Call Center 62

Call Center Metrics First call resolution Wait times 62

aircall

AUGUST 18, 2017

We had a chance to speak with Matthieu Gauthier, Mention’s Head of Marketing, to hear how Aircall’s cloud-based phone software helped their team grow and succeed. We had a chance to speak with Matthieu Gauthier, Mention’s Head of Marketing, to hear how Aircall’s cloud-based phone software helped their team grow and succeed.

Sales 59

Sales Outbound sales Inbound sales voip 59

JustCall

APRIL 3, 2023

In this blog, we’ll learn how. 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

Vistio

FEBRUARY 1, 2022

With over 16 years of building and leading customer service and experience teams, she is also the co-founder of a customer service blog, CustomerServiceLife.com. I’ve worked my way up from frontline agent to supervisor, manager, director, and kind of everything in between. Absolutely you do. Yeah, absolutely. That’s great.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

aircall

JANUARY 30, 2017

Consequently, sacrificing the human aspect of customer service in favor or efficiency won’t get you anywhere. Customer retention means earning customers’ trust and repeated patronage. Why is customer retention so important? Customer retention and growth. Customer retention and churn. Delivering great customer service to reduce churn.

Customer retention 76

Customer retention Education Self service Feedback 76

Vistio

APRIL 2, 2022

Today we have on the pod, Michele Rowan, who is a CX executive with 20-plus years of experience in strategy, implementation, and optimization, both of US and international support. Michele’s an accomplished speaker, author, executive team member, and consultant. Listen to the full episode here: Welcome to the pod, Michele. Really quick.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

SmartKarrot

APRIL 13, 2020

Ever since its inception in the 1960s, SaaS has evolved from a mere time-sharing system to innovative and efficient applications that can be accessed on multiple computers. In this blog we’ll talk about SaaS business and top 50 SaaS companies in 2020. A noteworthy contribution by AI has fortified cloud security.

SaaS 19

SaaS Engineering APIs Analytics 19

Hodusoft

MARCH 21, 2024

Navigate with HoduSoft BPO or business process outsourcing is a dynamic world where businesses find efficient solutions beyond their walls. In this blog, we will delve into the key challenges that BPOs face in offering the best possible support to their customers and how HoduCC can prove to be a beacon of support for this industry.

Contact center software 52

Contact center software Business Process Outsourcing Interactive Voice Response outsourcing 52

NICE inContact

AUGUST 13, 2019

NICE inContact CXone call center software helps contact center managers deliver great customer experiences, engage contact center agents, and reduce costs. CXone empowers managers to quickly and easily make omnichannel routing changes based on changing business conditions and/or contact center agent needs and capabilities.

call center software 10

call center software Contact Center Quality management Call Center 10