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

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. Meet Our Panel of Contact Center Experts: . One of the most important aspects of a call center is that phone traffic flows correctly…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. More often than not, the call center operations of several MSPs lack the necessary resources and sophistication that can take customer service to the next level.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you make every agent sell to and serve your customers just like your very best agents? How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021?

Contact Center 81

Contact Center Call Center Scripts Coaching 81

IdeasUnlimited

AUGUST 26, 2022

While they might help, it’s important to ask yourself the following: Are your customers upset over the price increase? Is it harder for your workers to deliver results? Do the above steps hurt your brand? In this blog, we will be sharing some of what we have learned not just from our experience, but from our clients as well.

Finance 95

Finance Transportation Customer retention Healthcare 95

Talkdesk

JUNE 18, 2020

This is a guest blog from Amanda Verner, Marketing Manager at ProcedureFlow , a Talkdesk AppConnect partner. ProcedureFlow makes your employees experts faster. By combining the power of a knowledge base, workflow and agent scripting, contact centers can reduce agent effort and provide the best possible customer experience.

Management 63

Management Government Call flow Scripts 63

Momentum Telecom

MARCH 6, 2024

They use expensive hardware devices such as routers, switches, and firewalls to connect branch locations to the central data center, which can be challenging to manage for large companies. billion by 2025,[2] finding a solution that meets your company’s needs now can help you stay ahead of the competition. What is SD-WAN?

SaaS 52

SaaS Management Technology Marketing 52

Call Experts

JULY 7, 2022

Outsourcing gives you more time to focus on other essential tasks, such as growing your business. In addition, using a third party means you can outsource more than one function and keep your staff focused. . Outsourcing reduces costs by transferring portions of your workload to a third party. Read on to learn more.

outsourcing 52

outsourcing Contact Center Marketing Sales 52

ViiBE Blog

JANUARY 19, 2022

ViiBE Blog Customer service challenges of remote work Anna Gorina January 19, 2022 Share this article Contents Share this article Contents Before 2020, only a few companies across the globe had remote work best practices in place where they were used to allowing team members to work from home for a certain period of time regularly.

Customer Service 52

Customer Service CRM Abandon rate Transportation 52

Blueship Call Center

AUGUST 1, 2023

Outsourcing your phone answering services is one approach to make sure that your clients and customers are happy with the level of service they are getting. By using outsourced answering services , you can focus on other areas of operating your business instead of being distracted by incoming calls.

Answering services 70

Answering services outsourcing Call Center Wait times 70

bold360 Blog

MARCH 16, 2020

As we are seeing in Italy and now Spain, it is causing entire countries to lockdown and dramatically upend daily life. Furthermore, supply chains are being disrupted, physical stores are closing, and agents are unable to staff contact centers. A final important area of focus is enabling self-service capabilities.

Customer Experience 59

Customer Experience Front-line service Self service Contact Center 59

Certified Languages International

MARCH 16, 2020

In late February at a press briefing, officials from the Centers for Disease Control and Prevention (CDC) addressed concerns and answered questions about novel coronavirus (or COVID-19). But while the CDC and our nation’s healthcare community work to stop this pandemic, non-English speakers risk getting lost in the shuffle.

Healthcare 116

Healthcare Education Personalization 116

Global Response

OCTOBER 2, 2023

Managing the reputation of your brand isn’t easy—and when you add the internet into the mix, it gets ever harder. With so many places to contribute online, it can be tough to know where customers are even talking about your business. Or, word about your brand may just get lost in the crowded noise of the online world.

Call Center 62

Call Center Management Airlines outsourcing 62

Call Experts

SEPTEMBER 22, 2023

In life and business, communication is vital, which is why today we’re deciphering ‘call forwarded unconditionally’ and what it means for your calls. So, when you come across unfamiliar terms like “Call Forwarded Unconditionally,” it’s essential to understand what they mean and how they affect your calls.

call center professionals 59

call center professionals Healthcare Call Center outsourcing 59

aircall

JANUARY 15, 2021

Whenever there’s a system problem, you can put the days of placing a panicky call to your IT department behind you when you implement a VoIP phone system. Big system problems cost your company time and money. What’s more, technical problems affect your vendors and customers as well.

voip 62

voip Telecommunications Call Center call center software 62

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. The industry has matured, and people know what they’re getting themselves into, and they demand a higher standard. And no wonder.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

aircall

OCTOBER 22, 2021

If your business isn’t prepared to meet holiday support needs, your customer experience will suffer, which can affect not only your Q4 sales but also your brand reputation. While smart shoppers are getting a head start, many businesses are still playing pandemic catch-up. Process returns or exchanges (41%).

call center software 62

call center software Call Center call center solutions Interactive Voice Response 62

ProProfs Blog

DECEMBER 7, 2018

The holiday season has knocked your doorstep. Now, there are many online platforms that advice you on how to improve your customer service this holiday season. They all have some practical tips that contribute to building a better service for your customers. But not all of them point towards ‘the best tips’. That’s okay.

Customer Service 145

Customer Service Brand ambassadors Chief Customer Officer Interactive Voice Response 145

Call Experts

MARCH 18, 2020

As most organizations, cities, and states continue to prepare for Coronavirus (COVID-19), Americans are being forced into remote work environments, working from home, oftentimes, alongside their family. Also, for working parents, there is the added pressure of school and daycare closures. More Blogs Menu.

Education 75

Education Contact Center Journey mapping Interactive Voice Response 75

COPC

JULY 5, 2017

introduces a new blog series called Ask the Experts. experts questions about specific areas for improving operational performance in call centers, customer experience operations, vendor management organizations and procurement. s resident expert on recruiting, hiring, training and coaching for call centers and CX operations.

Coaching 40

Coaching Scripts Call Center Technical Support 40

Skybridge

JULY 21, 2020

I would add a 6 th one: Decentralized Call Centers Staffed with At-Home Agents. Below is a look at a few of these trends, including contactless consumer experiences, the ability for employees to “Work From Anywhere”, virtual engagements, and the acceleration of messaging as a channel. Work from anywhere.

At home agents 52

At home agents Wireless Government Contact Center 52

Uniphore

SEPTEMBER 30, 2021

But doing so now is absolutely critical, with competition for the best talent at an all-time high. Tanner , 37% of people believe recognition is the biggest contributor to them doing good work—nearly three times more than any other motivator. Moreover, it’s crucial to recognize your contact center agents in the right way.

Morale 40

Morale Call Center Best practices Feedback 40

aircall

FEBRUARY 2, 2018

In the beginning, you and your co-founders bootstrapped solutions and personally attended to each customer like they were newborn kittens. Your internal messaging system was a tap on the shoulder, and your communal desk doubled as a ping-pong table (or was it the other way around?). Navigating this phase can be tricky.

Customer Support 103

Customer Support Multichannel First call resolution Analytics 103

Spearline

JULY 4, 2022

Fuelled, in part, by the remote communication needs of the Covid-19 pandemic, use of WebRTC solutions has grown significantly in the last few years. But, now that you’ve designed your brilliant new WebRTC service, what’s next? Regular testing of your WebRTC application will ensure that browser updates aren’t causing issues.

Enterprise 98

Enterprise APIs Metrics Technology 98

Hodusoft

AUGUST 30, 2022

In this blog, we will get a detailed insight into all these three cloud-based technologies. Companies, especially the call/contact centers, sales and service teams, and many others are reorganizing and updating their communication strategies to stay competitive. CCaaS is the short form of Contact Center as a Service.

APIs 52

APIs Interactive Voice Response Contact Center voip 52

Calabrio

JUNE 17, 2019

As contact center professionals, we all understand the importance of workforce management tools and processes in ensuring that we have enough agents to work each shift. Today, more than ever before, employees are prioritizing work/life balance as a critical aspect when evaluating a potential employer. Add Gamification.

Contact Center 40

Contact Center Management Gamification Morale 40

aircall

OCTOBER 5, 2016

A virtual call center is a contact center whose agents work remotely. Rather than being working out of your business’ offices, the agents operate from a separate third party location, or even from their own homes. Virtual call centers work through Voice Over Internet Protocol.

virtual call center 48

virtual call center call center software Call Center outsourcing 48

aircall

MARCH 16, 2018

What is your annual budget? Do you employ remote agents? How large is your customer support team? To tell if a candidate is ready to take on a customer support or call center position, team leads and managers should thoroughly screen candidates. Consistent training for all staff by the same provider”.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

TLC Associates

OCTOBER 30, 2019

You’ve likely thought that very question (or a variation of it) while talking to vendors about outsourced contact center solutions. Yet there’s another equally important follow-up question you need to ask: “how much do in-house contact center operations cost me?”. Agents, Supervisors, and Managers.

Contact Center 40

Contact Center outsourcing Real estate Interactive Voice Response 40

Vistio

MARCH 15, 2022

Leveraging over 20 years of business process outsourcing and experience, Terry is one of the subject matter experts on technology, remote working, customer experience (CX), and GigCX. I’m not sure I can live up to all that you just said there, but it’s great to be part of your conversation here. We have a lot of fun.

Gamification 52

Gamification outsourcing Contact Center Technology 52

Pointillist

SEPTEMBER 28, 2021

The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers.

Contact Center 40

Contact Center Self service Metrics Analytics 40

IdeasUnlimited

OCTOBER 24, 2022

But it’s in mainstreet where things get interesting. So while enterprises were forced to reduce their workforce, the complete opposite took place within startups whose staff is now better skilled, motivated and driven to success. Adapting to Remote. Work-from-home is not a new concept. Demand for SMB’s.

Enterprise 94

Enterprise outsourcing Government call center solutions 94

Upstream Works

JANUARY 18, 2022

Remote working has been significantly accelerated, as have the technologies used to support it. No area of business has been impacted by the great resignation more than the contact center. Many organizations were focused on improving customer experience and digitizing the contact center just two years ago.

Virtual Agent 78

Virtual Agent Contact Center Coaching Wait times 78

JustCall

AUGUST 21, 2020

Medical call centers have ramped up the patient-provider relationship in the healthcare industry. hospitals employ call centers for a variety of purposes and that number is steadily increasing. Setting up a healthcare call center is the need of the hour. So, here's how you set up a medical call center.

Call Center 52

Call Center call center software Healthcare Abandon rate 52

ViiBE Blog

JULY 30, 2021

ViiBE Blog. What is a contact center? Call Center , Customer experience , Remote operations. Considered a relatively new solution, contact center is an omnichannel customer support platform. What is an inbound contact center? How to enhance the contact center experience.

Contact Center 52

Contact Center Automotive Transportation Analytics 52

Babelforce

FEBRUARY 17, 2022

Call center software is a big investment. All that means there’s a lot riding on your success! So what should you look for when comparing your options? So what should you look for when comparing your options? do call centers use?” and highlight nine features of call center software to look out for.

call center software 52

call center software Call Center APIs Interactive Voice Response 52

NobelBiz

SEPTEMBER 21, 2020

The following is a list of call & contact center industry reports related to COVID-19. The overview includes: news reports relating to spam calls new regulations from federal and state governments warnings from the FCC, FTC, & FBI reports on contact centers that are refusing to switch to a work-from-home model for their agents.

Call Center 52

Call Center Contact Center Government Banking 52