Inova Solutions

JANUARY 14, 2020

The benefits are clear and proven for both remote call center agents and the companies they work for. Learn how to keep call centre agents engaged and delivering great customer service in our latest blog. Add new comment.

At home agents 40

At home agents Call Center Contact Center Customer Service 40

Outsource Consultants

OCTOBER 13, 2020

If you read the blog title and thought, “Great! Offshore call centers have been the gold standard for some time, and The Philippines chief among them. Few (if any) outsource locations can compete with The Philippines on price tag. A quick answer to my question,” I’m sorry. It’s not that simple. . Best yet, domestic U.S.

outsourcing 128

outsourcing Call Center Contact Center Marketing 128

JustCall

MARCH 31, 2021

This has made call coaching for managers super easy. Now, Managers can go through transcripts to understand the weak and strong points of any call. They can easily tag agents to a certain point of the transcript to let them know where they went wrong. You can easily log engagements for your calling and texting activities.

call center software 52

call center software APIs Call Center Coaching 52

aircall

NOVEMBER 7, 2022

View a full timeline of conversations with call notes, tags, and recordings logged in ActiveCampaign to personalize customer relationships. Calls log on a Contact profile within a dedicated custom object, so teams can review calls in one place and maintain 1:1 customer relationships at scale. .

Call Logging 89

Call Logging CRM Sales Marketing 89

aircall

JANUARY 25, 2023

Choosing a cloud-based call center solution for your business is a time-consuming process. Genesys is a cloud-based contact center as a service (CCaaS) solution. Remote teams that prefer a mobile-friendly cloud-based call center solution won’t get what they need from Genesys. What Is Genesys?

Interactive Voice Response 62

Interactive Voice Response call center solutions Analytics APIs 62

aircall

JANUARY 24, 2022

Set up a call center. A well-functioning call center is easy to set up and it gives you the opportunity to delegate a group of individuals solely to customer service. It is essential to training your call center agents in the area of customer relationships and customer experience. Being coachable.

Call Center 126

Call Center Best practices call center software CRM 126

aircall

JANUARY 11, 2023

Call center analytics. Call center analytics enable teams to stay in the loop with all the critical metrics, such as wait time , missed calls , and call volume , in one place. Aircall automatically syncs all call notes and tags to your help desk. . Free Trial? Price: $30 per user per month.

Customer centricity 62

Customer centricity Interactive Voice Response CRM Analytics 62

aircall

DECEMBER 8, 2021

Team members can use it to efficiently take notes, tag calls, and record conversations—all while on the go. If at the end of the day you save a couple of seconds per call, that’s 10 minutes. “If If at the end of the day you save a couple of seconds per call, that’s 10 minutes. Call Center Analytics .

Sales 62

Sales Analytics Wait times Call Center 62

NICE inContact

SEPTEMBER 13, 2019

With demands ever-increasing, compliance managers and officers are growing more concerned with continuing ensuring contact center compliance while coping with limited budget and resources. Luckily, call center analytics software can help alleviate much of these compliance headaches. See what it can do for you.

Contact Center 54

Contact Center Coaching Analytics Call Center 54

NICE inContact

SEPTEMBER 27, 2019

With an outdated, on-premises Cisco call center system, Empire Today was facing a $1 million price tag to upgrade to modern functionality. The post Empire Today Moves to CXone, an Easy Decision appeared first on NICE inContact Blog. The move to NICE inContact and the CXone cloud platform came soon thereafter. “It

Abandon rate 54

Abandon rate Contact Center Wait times Interactive Voice Response 54

aircall

DECEMBER 16, 2022

Entry-level features: Contact tagging, click-to-call, desktop notifications, ring groups, call flow designer . Aircall is the only provider to offer features like in-house support, training, and other call center features to all clients, even in its entry-level package. . stars on G2. Integrations.

Sales 62

Sales CRM Interactive Voice Response Coaching 62

Inova Solutions

NOVEMBER 19, 2019

In this blog, we cover some general challenges the insurance sector faces and talk specifically about how Customer Experience Management (CEM) strategies and associated technology can help insurers to remain competitive. But with a growing industry comes fierce competition and an increasing number of pressures. Add new comment.

Customer Experience 40

Customer Experience Management CRM Call Center 40

JustCall

DECEMBER 23, 2022

Thinking of investing in auto dialer software for your call center or sales team? Using an auto dialer can boost agent productivity and efficiency by as much as 300 to 350% (that is 3x more calls every hour per agent). In this blog, we will deep-dive to understand the auto dialer functionality. A wise decision!

Scripts 52

Scripts CRM Sales Analytics 52

aircall

DECEMBER 15, 2017

For those in-the-know, we’re talkin’ about detailed analytics — sophisticated reporting tools that weren’t even conceivable to sales directors, customer service managers, or call center supervisors five years ago. If it’s an option, consider making tagging a required field for your agents. But this is the age of information.

Analytics 90

Analytics Morale Metrics Call Center 90

ViiBE Blog

FEBRUARY 9, 2021

ViiBE’s internal collaborators have access to a call center that connects them instantly with the right experts through a tag system. For example, if a construction site technician is experiencing issues with a piece of crane machinery, they can initiate a ViiBE call and use the “call expertise” feature.

Management 52

Management Construction Best practices Call Center 52

Call Experts

DECEMBER 18, 2019

In such a scenario, if a human agent is available, we hand over the call to one of our trained Experts to deal with your customer’s grievances. . Engagements must be tagged to understand how to optimize routing and save customers' time. More Blogs Menu. How Contact Centers Manage the Holiday Rush. Data matters.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

ViiBE Blog

MAY 4, 2021

First call resolution (FCR) is a metric used in call centers to calculate the percentage of calls where a customer’s issue is resolved within the first call to the center. So, in concrete terms, what does FCR show you about your center? FCR stands for First Call Resolution. How to measure it?

First call resolution 52

First call resolution Call Center virtual call center call center software 52

Mindtouch

JANUARY 31, 2018

According to the Marchex Institute, inbound call volumes increased 16 percent on average. Not only that, but there was an 11% spike in abandoned calls. Spikes like these usually indicate understaffed and overtaxed call centers. So, what can you do to prepare your call center to support seasonal spikes?

Abandon Call 63

Abandon Call Chatbots Self service CRM 63

AWS Machine Learning

DECEMBER 23, 2022

In this blog post, we will review a solution to automatically redact PII data from a customer service conversation transcript. Let’s take an example conversation between a customer and a call center agent. Agent: Hi, thank you for calling us today. Choose Next and add any tags that you want for your stack (optional).

APIs 83

APIs Engineering Analytics Call Center 83

JustCall

DECEMBER 23, 2022

Want complete control over calling speed? Don’t want agents to waste time between calls to collect customer data? In this blog, we will detail everything you need to know about the power dialer software. According to research , salespeople routinely find themselves struggling with sales call anxiety (SCA).

CRM 52

CRM Sales Coaching Personalization 52

aircall

FEBRUARY 16, 2018

Connect your phone to Salesforce and set call logging rules. Add context to a live call via comments and tags. Transfer that call to a colleague’s mobile device. Review the call alongside key performance metrics. …All in a matter of 3 minutes. Or, better yet, we’ll come to you.

Call Logging 48

Call Logging Call Center Metrics Personalization 48

Zingtree

APRIL 14, 2015

We’re proud to announce that we’ve “officially” launched our Agent Scripting for call centers. Also, we’d love to get in touch if you write a blog or enjoy writing about customer service, call center technology, or awesome new companies in our industry. And you know what that means?

Scripts 48

Scripts Call Center APIs Analytics 48

aircall

JUNE 11, 2021

Cloud calling voice technology didn’t take off until the mid-2000s. This technology inspired software developers to create new technologies, apps, and services currently being used in call centers worldwide. On that note, have you ever listened to sales reps or support agents on the job in your call center? .

voip 62

voip APIs Call Center Telecommunications 62

Kayako

MAY 13, 2022

They don’t spend as much time on routine tasks, which reduces call center costs. Blog posts. Ability to tag and organize articles. Companies benefit because customer service agents can focus on customers with more personalized or complicated issues. 66% of service professionals say self-service portals reduce case volume.

Self service 110

Self service Accountability Airlines Customer Care 110

Monet Software

MAY 15, 2018

If a manager needs to locate a specific call or series of calls, and the effort proves frustrating and time-consuming, the system is useless. The system should carry out the call retrieval function based on any number of “tags” that can be affixed to a specific call. This blog explains how

Contact Center 48

Contact Center Call Center Management Technology 48

aircall

JANUARY 3, 2018

Long calls mean something is awry — i.e. with the service or product — but either way, you’ll want to get to the bottom of what’s happening. If your team utilizes call tags, you’ll be able to easily see what types of inquiries give your team the most trouble. Identify Coaching Opportunities.

Coaching 86

Coaching Morale Analytics Benchmark 86

aircall

SEPTEMBER 28, 2018

Once the call ends, any notes or tags applied along the way are automatically synced back to Kustomer alongside a call recording. The post How The Right Tech Helps UNTUCKit Tailor Great Customer Experiences appeared first on Customer Experience & Cloud Call Center | Aircall Blog.

Customer Experience 89

Customer Experience First call resolution industry standards Benchmark 89

ViiBE Blog

MARCH 18, 2021

Call centers face a unique dilemma created by conflicting priorities. On the one hand, customer satisfaction is a crucial goal that must be achieved by the end of a call to keep the caller’s business. On the other, each call must be handled as promptly as possible to ensure that the next caller has a short wait time.

Average Handle Time 52

Average Handle Time call center software Call Center Metrics 52

JustCall

AUGUST 10, 2021

You can set cool-off timer in the auto dialer between calls for coffee/water breaks, to leave notes or simply breathe. In this way, you can create buffers in between cold calling sessions for a healtier work day. Post-Call Dispositions. You may trigger emails, SMS, saving of call details in integrated CRMs automatically.

Real estate 52

Real estate Sales call center software Scripts 52

Mindtouch

JUNE 7, 2018

The call center is bogged down. It’s a common problem plaguing call centers of all sizes. Some companies will realize, for example, that they’re sending field agents out for calls that didn’t require field agents. Have you heard this one before? If only we could automate these repeat, low-level issues!

Journey mapping 60

Journey mapping Customer effort Self service Call Center 60

aircall

JULY 25, 2017

Time is of the essence when you’re answering calls. Additional context like call tags and call recordings are also saved in appended tickets, helping any agent easily resume ongoing correspondences with a customer. This welcome change saves support reps’ time and mental energy. Winning-Over Sales As Well.

Upselling 76

Upselling Sales Call Center Marketing 76

aircall

JANUARY 26, 2018

In this video, Clement is working in Zendesk (his go-to CRM) when he receives an incoming call. Additionally, all of his actions in the Aircall interface — notes, tags, etc. — Now, ever-versatile Clement is accepting an incoming call while working in Salesforce. This automatically creates a ticket within Zendesk.

CRM 91

CRM Multichannel Sales Call Center 91

JustCall

APRIL 12, 2023

Thinking of investing in auto dialer software for your call center or sales team? Using an auto dialer can boost agent productivity and efficiency by as much as 300 to 350% (that is 3x more calls every hour per agent). In this blog, we will deep-dive to understand the auto dialer functionality. A wise decision!

Scripts 52

Scripts Sales CRM Contact Center 52

OctopusTech

SEPTEMBER 12, 2018

Outsourcing, at first glance, seems like an appealing idea especially when you look at all the benefits that tag along, benefits such as saving you tons of money, resources and often times, a great deal of stress. Today’s call centers are basically made to tailor their services in order to meet your needs.

outsourcing 72

outsourcing Customer Support Call Center Best practices 72

aircall

APRIL 14, 2017

Aircall wants to help agents breeze through their after-call work by introducing a brand new feature : wrap-up time. When a call ends, agents need some time to perform the tasks relative to post call work. These include : Tagging, commenting, assigning the call to another agent.

CRM 48

CRM Call Center Sales Customer Experience 48

aircall

JANUARY 23, 2023

Why Aircall Is the Ideal Avoxi Alternative From key virtual call center features and a Power Dialer to accessing the leading app ecosystem for voice , Aircall knows how to make an impact without overcomplicating the process. The post Top 5 Avoxi Alternatives to Simplify Your Workflows appeared first on Aircall Blog.

virtual call center 62

virtual call center Analytics Interactive Voice Response Metrics 62

aircall

JUNE 25, 2018

The Aircall-HubSpot integration automatically pushes key customer data into view as calls come in. Then, once the call is over, all notes and tags they added are synced back to the CRM system along with a full recording. That means staff start more conversations with the context they need to provide personalized recommendations.

Morale 59

Morale CRM Call Center Personalization 59