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

Nicereply

NOVEMBER 16, 2021

This rating will be attributed to the agent whose signature the customer clicked the rating on. The received rating will be attributed to the agent who sent the message. That ensures that teammates or agents following the conversation can see the rating as well. The second option. Pro: Automated Rules. Pro: Analytics.

Surveys 111

Surveys Metrics Analytics Enterprise 111

TeleDirect

MARCH 9, 2023

Call Centers vs. International Call Center Operations: Which is Better? However, many businesses struggle to choose a call center service. based call centers or internationally-run ones. based call center or an internationally run one, read on to learn some of the pros and cons of both options. Advantages of U.S.

Call Center 62

Call Center Telemarketing outsourcing Customer Service 62

JustCall

DECEMBER 23, 2022

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. Saved time + effort: It helps save time and effort that would go into typing a new contact number after every call. Want complete control over calling speed?

CRM 52

CRM Sales Coaching Personalization 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. This Aircall study showed that 69% of customers prefer to use the phone when they want to contact you. Set up a call center.

Call Center 126

Call Center Best practices call center software CRM 126

Nicereply

NOVEMBER 5, 2019

Customer support is a cost-center – unless you’re purposefully working to make sure it’s not. There have been many, many articles published recently about how customer service is no longer a cost-center. If you treat your CS team like a cost-center, they will stay a cost-center. Chatbots or Agent Assistants.

Customer Service 96

Customer Service Chatbots Customer Support Enterprise 96

Inova Solutions

JANUARY 14, 2020

Remote work is increasingly becoming the norm in many industries around the world, including contact centers and customer service departments. The benefits are clear and proven for both remote call center agents and the companies they work for. Add new comment.

At home agents 40

At home agents Call Center Contact Center Customer Service 40

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. Agents help clients through text messages, online chats, email, or social media. Agents need to have a positive attitude.

Call Center 90

Call Center Customer Service Best practices Contact 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. Agent: Hi John, how may I help you? Agent: Great.

APIs 80

APIs Engineering Analytics Call Center 80

Interactions

MAY 6, 2021

Traditional automation systems, like IVRs, often open calls for brands before passing off to a human agent. In the past few years, contact center technology has reached a place where it is possible to have self-service that does understand intent and can deliver a conversational experience. Warm handoff to live agent.

Self service 62

Self service Interactive Voice Response Contact Center Wait times 62

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 contact center lacked modern features and functionality and didn’t have skills-based routing or dashboards. I highly recommend CXone to any contact center.”.

Abandon rate 54

Abandon rate Contact Center Wait times Interactive Voice Response 54

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

COPC

JUNE 9, 2023

This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. Historically, the CX industry has focused on optimizing agent performance and support functions, leading to the integration of AI in these areas.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Call Experts

DECEMBER 18, 2019

Don’t forget; live human agents are sometimes necessary. 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.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

Customer Service Life

NOVEMBER 5, 2018

This article was originally published on the FCR blog on October 8, 2018. Some of these elements likely include classroom training with an instructor, watching videos and extensive slide decks, time spent in front of a computer reading documentation and knowledge articles, testing the product or service, and shadowing experienced agents.

Contact Center 79

Contact Center Education Government Healthcare 79

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. . But it doesn’t have to be!

Call Center 62

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

Eptica

SEPTEMBER 18, 2019

Put simply, whatever systems and technology you have in place, your agents are on the frontline , and their performance is what makes the difference between service that is merely adequate and an experience that drives positive feedback and long-term loyalty. So recognize this and put in place the support that agents need.

Customer Service 66

Customer Service Brand ambassadors Contact Center Average Handle Time 66

ViiBE Blog

FEBRUARY 9, 2021

Empowered users are less likely to contact help centers for small fixes, allowing agents to spend time resolving complicated issues. ViiBE’s internal collaborators have access to a call center that connects them instantly with the right experts through a tag system. Expertise location. Lessons learned” knowledge.

Management 52

Management Construction Best practices Call Center 52

JustCall

OCTOBER 22, 2020

An auto dialer is software that dials up each contact from your database. This means that the agents don't have to punch numbers manually. It automates the dialing process for the agents, sparing them the tedious manual tasks. 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

Eptica

AUGUST 1, 2018

Date: Wednesday, August 1, 2018 Author: Joanna Allouche - Consultant Making it easier for your agents to deliver superior CX. Author: Joanna Allouche - Consultant Optimizing CX with Eptica When it comes to the contact center, there is a clear link between happy agents and overall performance.

Average Handle Time 70

Average Handle Time Best practices APIs Consulting 70

aircall

JANUARY 29, 2021

For support agent training, that’s simply not enough training to really become experts in their field. In a nutshell, call center training is the time that your company spends teaching call center representatives how to use communication techniques, digital tools, and workflows to ensure a good customer experience with every call.

Best practices 62

Best practices Call Center call center software Morale 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. Call center technology refers to these different software and hardware tools used to run a call center. Call center technology refers to these different software and hardware tools used to run a call center.

Call Center 52

Call Center Technology virtual call center Interactive Voice Response 52

JustCall

AUGUST 10, 2021

Good real estate sales reps dial every contact and make their pitch. Instead of having to dial every contact manually, the auto dialer calls each contact one by one. You can create campaigns containing contacts of your real estate prospects. Agents are able to focus more on talking to the prospects.

Real estate 52

Real estate Sales call center software Scripts 52

Eptica

OCTOBER 9, 2019

Focusing on your agents NCSW rightly celebrates the efforts of customer service agents, putting the spotlight on their work across the whole year. Given their position on the frontline of the customer/brand relationship, ensuring that your agents are motivated, happy and able to provide the best possible service is clearly vital.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. But how many would list quality assurance, a standard contact center metric, as a customer experience metric? What about average handle time, service level, or agent attrition? In the modern contact center, these ARE customer experience metrics.

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

Eptica

OCTOBER 16, 2018

Part of our series on optimizing CX with Eptica, this blog post explains how reporting can power customer experience improvement , as well as giving you the ability to enhance productivity. This enables you to benchmark and compare performance and identify team and individual areas for improvement.

Best practices 68

Best practices Average Handle Time Self service Contact Center 68

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

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

ViiBE Blog

APRIL 26, 2021

Customer satisfaction should be the number one goal of your contact center. Teach your agents to communicate with empathy and receive customer feedback and criticism while remaining professional and detached. Make sure your agents are regularly re-trained so that they remain up-to-date on the latest procedures.

virtual call center 52

virtual call center call center software Contact Center Call Center 52

ViiBE Blog

MARCH 18, 2021

Call centers face a unique dilemma created by conflicting priorities. Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible? Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible? What is the AHT Formula?

Average Handle Time 52

Average Handle Time call center software Call Center Metrics 52

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. Hint: Focus on Agent Performance. There are five such areas where I see significant gains for your contact center by upgrading in 2019 if you haven’t already. Slack has revolutionized contact center communication.

Contact Center 67

Contact Center Chatbots Analytics CRM 67

Customer Service Life

MAY 15, 2017

This article was originally published on the FCR blog on May 3, 2017. At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better. HelpSocial.

Technology 74

Technology Customer Service Contact Center CRM 74

aircall

JANUARY 13, 2023

Choosing the right Novocall alternative could be the difference between a poor connection and a sales agent closing a deal. . Pricing: Starting at $0 per user per month (for up to 2 agents and 500 conversations per month) . Entry-Level Features: Mobile app, number porting, automated call distribution, click-to-call, contact tagging.

Sales 62

Sales CRM Morale Interactive Voice Response 62

JustCall

FEBRUARY 23, 2021

Sales, support, and call center agents are bound by multiple manual tasks during their working hours. Most of the time, agents have to use this software simultaneously. However, constantly going back and forth between the CRM and business phone system renders agents unproductive.

voip 52

voip CRM Analytics Metrics 52

Eptica

NOVEMBER 6, 2019

They tell you via contact centers, open-ended answers on surveys and general conversation with your brand. Ignoring your contact center agents There’s a funny thing that happens as employees rise up the ranks. Who better to see these changes than your contact center agents?

Metrics 77

Metrics Best practices Feedback Contact Center 77

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. By focusing on centralized knowledge, listening to agents and keeping learning when it comes to language, as our post explains.

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

aircall

MARCH 16, 2018

Do you employ remote agents? Thoughtful training leads to well-informed and productive customer support agents, but no amount of coaching can make up for understaffing or a possibly incorrect hire. Support agent attrition and low employee morale were repeatedly cited as motivators for change in 2018. What is your annual budget?

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88