JustCall

APRIL 3, 2024

Auto dialers are a secret weapon for call centers and sales teams. This decreases manual data entry and enables direct calling from your CRM through click-to-call features (as offered by platforms such as JustCall). International calling and localization: A local number helps you build trust with your prospects.

Sales 52

Sales CRM Scripts APIs 52

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. It really adds up,” says Frederik Schwerdtfeger, Business Development Manager at Zizoo. Call Center Analytics .

Sales 62

Sales Analytics Wait times Call Center 62

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

USAN

JUNE 14, 2022

Contact center turnover rates have historically been high. These factors create more opportunities for agents looking to leave the contact center industry. These factors create more opportunities for agents looking to leave the contact center industry. What is causing the increasing agent churn? First is the U.S.

Contact Center 52

Contact Center Gamification Construction Technology 52

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

aircall

JANUARY 11, 2023

Choosing the right cloud-based phone solution for your business often centers around standard features like call transfers, voicemail, and unlimited text messages. 8×8 is an API solution that integrates voice, video, chat, and contact center functions into one cloud-based communications platform. Call center analytics.

Customer centricity 62

Customer centricity Interactive Voice Response CRM Analytics 62

Expivia

APRIL 29, 2021

That’s a social change call centers need to be aware of. Contact centers should embrace digital customer service, and use best practices to take care of customers over the internet. Users can easily make their problems about your company public by tagging you in a tweet. Everything seems to be more digital nowadays.

Call Center 90

Call Center Customer Service Best practices Contact Center 90

ViiBE Blog

FEBRUARY 9, 2021

What is knowledge management? Knowledge management describes processes that allow organizations to capture and disseminate knowledge. Knowledge management operationalizes information, turning stagnant knowledge into operational assets and empowers employees by giving the right information to the right person at the right time.

Management 52

Management Construction Best practices Call Center 52

aircall

JANUARY 24, 2022

It’s a mistake to view your customer support team as a cost center. When you make your customers feel important, your customer service team becomes a growth center that drives your revenue up continually. Set up a call center. Don’t make assumptions during customer calls. Competency. Acknowledge them.

Call Center 126

Call Center Best practices call center software CRM 126

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

Call Experts

DECEMBER 18, 2019

AI-powered solutions offer cost savings, call efficiency, and real-time reporting. Call Experts' 5 Tips for a Successful IVR. 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. . More Blogs Menu. Focus on self-service benefits.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

aircall

JANUARY 23, 2023

When choosing the right phone system, it’s important to consider how the provider manages its third-party applications. When considering your options for the ideal Avoxi alternative, look for collaboration features such as warm transfer, shared contacts, shared call Inbox, and call commenting and assignment.

virtual call center 62

virtual call center Analytics Interactive Voice Response Metrics 62

aircall

DECEMBER 7, 2022

Let’s take a look at how these alternatives can help you make more calls, provide a stronger customer experience, and reach your goals. More calls shouldn’t mean more problems. When you have high call volumes, you need a cloud-based business phone system that won’t drop your calls. Reliability. Integrations.

Interactive Voice Response 62

Interactive Voice Response Call Logging voip Marketing 62

NICE inContact

SEPTEMBER 13, 2019

Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers. 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.

Contact Center 54

Contact Center Coaching Analytics Call Center 54

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. For example, maybe you notice customers are less likely to call during standard business hours.

Analytics 90

Analytics Morale Metrics Call Center 90

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. First, sign in to the AWS Management Console in your AWS account.

APIs 82

APIs Engineering Analytics Call Center 82

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. It was a no-brainer,” said Philip Bennett, Empire Customer Service Operations Manager. I highly recommend CXone to any contact center.”.

Abandon rate 54

Abandon rate Contact Center Wait times Interactive Voice Response 54

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

aircall

JANUARY 13, 2023

Your new cloud-based business phone system should help sales and support managers monitor and improve their team’s productivity and performance. . By monitoring team call activity as it’s happening, managers can evaluate and influence call outcomes in the moment, which is exactly when you need it most. per user per month.

Sales 62

Sales CRM Morale Interactive Voice Response 62

Kayako

MAY 13, 2022

Build a Help Center so easy to use, it becomes your customers’ go-to. A well-managed customer community can increase customer loyalty and convert some engaged customers to brand evangelists. They don’t spend as much time on routine tasks, which reduces call center costs. Blog posts. Discover Kayako Self Service.

Self service 110

Self service Accountability Airlines Customer Care 110

Mindtouch

JANUARY 31, 2018

This is especially true for customer help centers, where holiday madness is typically accompanied by a seasonal spike in support tickets. 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. Take Cyber Monday 2016, for example.

Abandon Call 63

Abandon Call Chatbots Self service CRM 63

aircall

JANUARY 7, 2022

Choosing the best dialer software for your business’ call center can seem overwhelming. At Aircall, we’ve optimized cloud-based call center software with our power dialer solution. Read on to learn how call center dialers work, key features, how to increase your business’ productivity, and more. .

Call Center 62

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

ViiBE Blog

MAY 13, 2021

Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. There are different types of call centers.

Call Center 52

Call Center Technology virtual call center Interactive Voice Response 52

ViiBE Blog

MAY 4, 2021

Customers expect the same level of service as in person, so it is crucial to measure your call center’s overall performance as well as your individual agents. 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.

First call resolution 52

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

Monet Software

MAY 15, 2018

There are many different call recording software solutions available. While their essential purpose remains the same, there are variations in functionality, implementation and cost that should be reviewed by contact center management so that an informed purchasing decision can be made. This blog explains how

Contact Center 48

Contact Center Call Center Management Technology 48

ViiBE Blog

JUNE 3, 2021

Field ticketing software is crucial to managing a company’s operations in the field remotely. Field service managers rely on these systems to keep tabs on current operations and plan out future ones. Data entry and file management are also areas where you can save time by using field ticketing software.

CRM 52

CRM First call resolution Call Center Metrics 52

aircall

SEPTEMBER 28, 2018

Everyone on the UNTUCKit customer service team understands that first call resolution is their most important objective. Today, they start every call with a clear idea of where the conversation may be heading. Changing the Conversation. They need to provide an experience that feels even easier than walking through a retail storefront.

Customer Experience 89

Customer Experience First call resolution industry standards Benchmark 89

JustCall

OCTOBER 22, 2020

At the same time, it ensures that it only connects to the answered calls. All unanswered and abandoned calls are filtered out. To put it in perspective, the auto dialer helps increase outbound calls and talk time and minimizes idle time. In fact, statistics show that the auto dialer can increase agents’ calling capacity by 7.5

Real estate 76

Real estate CRM Banking Outbound sales 76

aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Detailed call analytics can tell you when your team is performing well, and when things need improvement, they can be a tool for education and inspiration, on a macro and micro level. Understand Your Ups and Downs.

Coaching 86

Coaching Morale Analytics Benchmark 86

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

aircall

JULY 25, 2017

Its flagship product, FreeConference.com , offers video conferencing, international dialing, call recording, and screen sharing features. Managers can easily direct calls between their globally distributed agents so no time zone is left unattended. Time is of the essence when you’re answering calls.

Upselling 76

Upselling Sales Call Center Marketing 76

aircall

MARCH 12, 2021

Call centers can enhance the customer experience— if your teams are performing well. It’s essential to track call center performance to gain insight into how your customers perceive your sales and support services, so you can improve and adapt to their needs. The key ingredients to improving call center performance?

Call Center 62

Call Center Metrics First call resolution call center software 62

JustCall

AUGUST 10, 2021

On top of that, you have to juggle multiple manual tasks besides cold calling prospects. The auto dialer will put all your real estate cold calling woes to an end. Instead of having to dial every contact manually, the auto dialer calls each contact one by one. Call Scripts. Call Notes. Voicemail Drop.

Real estate 52

Real estate Sales call center software Scripts 52

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

Customer Service Life

NOVEMBER 5, 2018

This article was originally published on the FCR blog on October 8, 2018. At some point, if you haven’t already, you’ll likely consider a Learning Management System (LMS) to aid in both new hiring training and ongoing training for your existing staff. Click here to read the original post and to see a video discussing this content.

Contact Center 79

Contact Center Education Government Healthcare 79

Eptica

JANUARY 12, 2017

To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Find out what they are in this blog post. Click here to subscribe to have each blog post automatically emailed to you going forward. Share this page on: Tweet.

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

Nicereply

JUNE 2, 2022

Established companies like Apple and Amazon have their own dedicated customer service center to cater to customers’ problems. Are they public Twitter tweets tagging and mentioning your brand? You can have an information center and a knowledge base on your website. What is the nature of these queries? In closing.

Customer Service 97

Customer Service Chatbots Customer Support Accountability 97