NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Streamlined processes, well-trained agents, and effective tools contribute to smoother operations and faster issue resolution.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Monet Software

MARCH 10, 2021

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Questions remain regarding how many of the habits and work models adopted during the crisis will endure when the coronavirus subsides. The contact center workforce was already going remote.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

BlueOcean

OCTOBER 4, 2023

But what mix of live agents versus AI is best for your business? And how do offshore solutions, interpreters, and texting play a role? ICMI data shows that 66% of agents get frustrated when faced with language barriers. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

JustCall

APRIL 3, 2024

So, how do you manage call surges during unanticipated high-traffic periods? This blog unlocks the secrets of using IVR automation with JustCall to handle high call volume with ease and free up your agents for what matters most! Wondering how can you avoid call chaos and optimize your team performance?

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Toister Performance Solutions

MARCH 2, 2023

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

Aspect

SEPTEMBER 6, 2017

In fulfilling their typical daily responsibilities, it can be all too easy for call center agents to become fatigued. If contact center leaders fail to provide a working environment that eases agent fatigue, a number of serious problems may arise. Some agents, unable to keep up, may leave their positions.

Call Center 193

Call Center Management Contact Center contact center solutions 193

Hodusoft

JULY 19, 2023

In this blog, we will explore everything related to inbound call center software. Benefits of using inbound call center software for businesses How inbound call center software differs from outbound call center software Features of inbound call center software How to choose the right inbound call center software?

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

JustCall

MARCH 28, 2023

When you’re dealing with remote sales teams placed in different corners of the globe, it can be particularly challenging to meet targets. As a sales leader, it is difficult to craft a sure-shot plan on how to manage a remote sales team. In remote settings, miscommunications are frequent. Read the blog to learn more!

Sales 52

Sales Management Morale Employee engagement 52

Global Response

AUGUST 7, 2023

If so, you should have a work environment that’s designed for easy collaboration, regular training and meetings where teams can work together, workflows that support cross-team collaboration, state-of-the-art communication tools so teams can easily communicate, and so on. For example, let’s say teamwork is one of your core values.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

UJET

JUNE 3, 2020

Right now, your support team is either mostly or entirely remote. Agents can access the platform from any location and are fully capable of helping customers resolve issues. How can you manage a dispersed team effectively when everyone is remote? Agents start work by signing in , but what other technology do they need?

Management 82

Management call center professionals Quality management Feedback 82

Hodusoft

JANUARY 3, 2024

An era where agents can work from anywhere in the world without being tied to one particular place. In the last few years, the demand for CCaaS has increased significantly owing to the growth of remote working and agents working from home during the pandemic and subsequent lockdowns. billion by 2030. billion by 2030.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

TeleDirect

MARCH 9, 2023

Find out how companies are adapting to this new remote work model and how it impacts the customer service industry. After working remotely during the lockdown, lots of folks prefer this style to the old norm of commuting to an office. One of the best careers for remote work is with a call center.

Call Center 62

Call Center outsourcing Technology Analytics 62

JustCall

MARCH 7, 2023

The hybrid work model in contact centers is a mix of on-premises and remote work. The on-premise workers are located at the same facility as the contact center, while the remote workers are located outside the facility, usually at or other locations scattered throughout the globe. There are several advantages to the hybrid work model.

Contact Center 52

Contact Center voip Business Process Outsourcing Telecommunications 52

Nicereply

APRIL 12, 2023

We also share great insights from our beloved colleague, Katarina Javorcikova, on how to build a strong and long-lasting team culture within your company. Customize how you show your gratitude to each individual. It takes deliberate action , honesty, and people that care enough to make it work. But let me stop you there.

Customer Service 98

Customer Service Feedback Healthcare Education 98

Call Design

OCTOBER 20, 2020

Contact centres are facing a huge obstacle as they continue to struggle to provide effective WFH solutions for their remote agents. The first step in mobilising your workforce is to set schedules for your agents. Take the time to listen to what your customers need and how you can better address those needs.

Surveys 78

Surveys Consulting Consulting Feedback 78

bold360 Blog

DECEMBER 7, 2020

COVID-19 has accelerated multiple trends, such as remote work, remote learning, digital streaming, and all kinds of multi-channel digital engagement. and employee experience (lack of infrastructure, both hardware and software, to support the sudden shift to remote work). .

Customer Support 98

Customer Support Self service Wait times Engineering 98

CX Global Media

NOVEMBER 19, 2018

Leaders want their agents to be flexible and self-motivated. This is a problem since we’re facing one of the toughest industry transformational challenges we’ve ever encountered with increasing contact channels, multi-generational workforce, moving to the cloud, Artificial Intelligence, remote work and mobile devices (to name but a few).

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

Hodusoft

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 2022. A Gartner survey suggests 30% of organizations will shift their on-premise contact center operations to remote by 2024. The same report suggests a 60% increase in customer service agents working from home.

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98

Nicereply

AUGUST 3, 2021

How can you be sure you’re putting your customers in good hands? The team lead supervises your agents and manages the day-to-day operations. How many other accounts will my account manager and team lead handle? Team leads are similar – many outsourcers won’t provide a dedicated team lead unless you have 15 agents or more.

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

Cisco - Contact Center

JUNE 29, 2020

Customer service and support has always been a mission-critical component for successful business operations, even as your teams have been scattered and working remotely. What went well, how can you improve, and what is going to be your strategy for the future? CX Offers for Mobile and Remote Access.

Contact Center 95

Contact Center Call flow Enterprise Customer centricity 95

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

CSM Magazine

APRIL 25, 2023

Rob Crutchington, CEO of Encoded, discusses three other key findings and how modern technology and payment orchestration can address the issues to help contact centres reduce costs, protect card data and improve customer experience. The benefits of PayByLink include secure payment and reduced agent time on the call.

Interactive Voice Response 52

Interactive Voice Response Abandon rate Self service Chatbots 52

JustCall

FEBRUARY 3, 2021

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. In this blog, managers will learn how to turn their agents into seasoned experts at handling customers and prospects with call monitoring.

Analytics 98

Analytics Interactive Voice Response call center software Call Center 98

Aspect

JANUARY 14, 2021

As security becomes more defined, administration tools and emerging video platform integrations will allow for more flexible and efficient hiring, monitoring and training. As security becomes more defined, administration tools and emerging video platform integrations will allow for more flexible and efficient hiring, monitoring and training.

Contact Center 116

Contact Center Government Self service CRM 116

Eptica

NOVEMBER 27, 2020

Date: Friday, November 27, 2020 Author: Pauline Ashenden - Demand Generation Manager How do you create super-agents in your organisation? Author: Pauline Ashenden - Demand Generation Manager The rise of self-service means that the interactions personally handled by contact centre agents have become more complex and involved.

Self service 63

Self service Best practices Personalization Management 63

OctopusTech

MAY 5, 2020

Remote work is slowly becoming the new normal these days. Many businesses have their teams working remotely from their homes, spread across different parts of the country or even the world. One of the sectors that remote work has been especially challenging is the BPO sector of India. Managing the Remote Team.

Customer Support 62

Customer Support Management Call flow Call Center 62

VocalCom

JUNE 22, 2020

The COVID-19 pandemic strongly accelerated the remote working trend. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). To ensure business continuity, agents must be supported anytime, anywhere. Contact Center .

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Call Design

JUNE 20, 2022

Unlocking productivity within a contact centre through the utilisation of intelligent automation is key to quantifying how automation and artificial intelligence has provided an unprecedented return on investment. 4 key benefits of using intelligent automation solutions in contact centres include: Efficiency of Employee Training.

Coaching 78

Coaching SaaS Engineering Management 78

ConvergeOne

AUGUST 9, 2022

The first entry in this blog series, which details the first two steps to effective Workforce Engagement Management, can be read here. This becomes exceedingly difficult with all the channels upon which customers can reach agents. This is why scheduling becomes a full-time job in centers with more than 75 agents.

Management 76

Management Contact Center Metrics Wait times 76

teleopti

DECEMBER 13, 2018

Agent software must be easy to learn and easy-to-use. Erlang developed a model for predicting how many circuits the telephone company would need to serve the city of Copenhagen. Multi-skilled agents must seamlessly communicate in different channels and even different languages. Pending labor shortages. percent in September 2018.

Customer Service 48

Customer Service Banking Contact Center Self service 48

UJET

MAY 19, 2020

Proper training and onboarding for support agents not only helps them get up-and-running faster and more efficiently, but it can also be the difference between an average and a great customer experience. And now, with support teams predominately remote, providing agents with the training they need has become even more essential.

Scripts 82

Scripts Best practices Coaching Education 82

TeleDirect

DECEMBER 14, 2023

In this article, we will discuss the modern Contact Center as a Service (CCaaS) and highlight how outsourcing with a BPO company like TeleDirect ensures that your customers have a straightforward and positive experience with your brand. These agents can even tackle outreach and other outbound services.

Contact Center 62

Contact Center Personalization Cloud contact outsourcing 62

Call Design

AUGUST 4, 2020

Contact centres are always looking for new ways to ensure employee engagement and productivity, especially now that many agents work, at least some of the time, from home. Through interactive gaming activities, an agents’ focus on the material can be improved, thus helping them learn new skills or embed existing skills more effectively.

Gamification 78

Gamification Entertainment Employee engagement Customer Experience 78

Outsource Consultants

JUNE 22, 2020

But no matter where you’re at with your customer service and outsourcing efforts, whether remote or on-premise, you must do more than simply cutting dollars from your budget — you need strategies that make sense. In this blog, we’ll cover tips for cost-effective strategies that will bolster your customer experience.

Call Center 84

Call Center outsourcing Interactive Voice Response Chatbots 84

Taylor Reach Group

NOVEMBER 30, 2018

Not investing in training or professional development. Companies spend money on initially training new hires, but is that enough? Besides, we can always use the dollars allocated to training for other areas like executive retreats” – a prime example of the mindset you do not want to take as a Contact Center executive.

Contact Center 111

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

Global Response

JUNE 27, 2023

Here’s five common ones we often see—and how to avoid them in your own call center, whether you’re hiring for the first time or doing ongoing hiring to maintain or scale your team. Unfortunately, many call centers fall into the same hiring traps and pitfalls. If you don’t have time to dedicate to this process, outsourcing can help.

Call Center 62

Call Center outsourcing Advertising Coaching 62

Nicereply

NOVEMBER 26, 2020

Running a remote business proved to be an efficient way to go through all the difficulties and hard times and not losing clients, employees, and money. The whole COVID-19 situation is a strong argument for remote working. The world is in crisis mode right now, therefore, a growing number of employees are turning to remote employees.

Customer Support 59

Customer Support Customer Service Marketing 59