JustCall

APRIL 12, 2023

Thinking of investing in auto dialer software for your call center or sales team? In this blog, we will deep-dive to understand the auto dialer functionality. This can be done by uploading a list of contacts from your CRM as a CSV file. This invaluable data can be used to further improve the customer experience.

Scripts 52

Scripts Sales CRM Contact Center 52

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

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

JustCall

APRIL 3, 2024

Auto dialers are a secret weapon for call centers and sales teams. Talkdesk is a contact center platform with customizable auto dialing modes (preview, power, predictive). Nice CXone is an enterprise contact center suite with robust auto dialer and campaign management tools.

Sales 52

Sales CRM Scripts APIs 52

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With an outdated, on-premises Cisco call center system, Empire Today was facing a $1 million price tag to upgrade to modern functionality.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

JustCall

DECEMBER 23, 2022

Thinking of investing in auto dialer software for your call center or sales team? In this blog, we will deep-dive to understand the auto dialer functionality. This can be done by uploading a list of contacts from your CRM as a CSV file. This invaluable data can be used to further improve the customer experience.

Scripts 52

Scripts CRM Sales Analytics 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

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

In this blog, we will detail everything you need to know about the power dialer software. Here’s a quick glimpse into what a Power Dialer software typically encompasses: Lead identification: It automatically dials numbers on a contact list enabling agents to speak to quality leads. Want complete control over calling speed?

CRM 52

CRM Sales Coaching Personalization 52

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. Engagements must be tagged to understand how to optimize routing and save customers' time. We provide an outstanding experience to your customers. More Blogs Menu. Data matters.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

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. But I’m here to burst the bubble.

Customer Service 96

Customer Service Chatbots Customer Support Enterprise 96

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. 89% of consumers are more likely to make another purchase after a positive customer service experience. Call center analytics. Free Trial?

Customer centricity 62

Customer centricity Interactive Voice Response CRM Analytics 62

ViiBE Blog

FEBRUARY 9, 2021

Recently the definition has been expanded to include the sharing of all information assets which includes databases, documents, procedures, and expertise and experience in individual workers. By sharing archived expert knowledge, novice employees have access to real-world experiences. Expertise location.

Management 52

Management Construction Best practices Call Center 52

Interactions

MAY 6, 2021

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. Here are three ways that humans can work together with AI for the best customer experience: Training and tuning of AI models.

Self service 62

Self service Interactive Voice Response Contact Center Wait times 62

AWS Machine Learning

DECEMBER 23, 2022

As organizations incorporate machine learning (ML) and analytics into their applications, using this data can provide insights on how to create more seamless customer experiences. In this blog post, we will review a solution to automatically redact PII data from a customer service conversation transcript. Deploy the sample solution.

APIs 80

APIs Engineering Analytics Call Center 80

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. The key point here is how it is measured.

Customer Service 66

Customer Service Brand ambassadors Contact Center Average Handle Time 66

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

Eptica

AUGUST 1, 2018

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. Here are five ways that Eptica improves the agent experience, with all the benefits that this delivers to your business and your customers: 1.

Average Handle Time 70

Average Handle Time Best practices APIs Consulting 70

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. 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.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Eptica

OCTOBER 9, 2019

In the United States, activities focus on the theme of Every Experience Counts , looking at the importance of both delivering consistently good service every time, and providing employees with an experience and environment that motivates them to do their best. Different places around the world are celebrating NCSW in different ways.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

Eptica

OCTOBER 16, 2018

Author: Anne Beghin - Project Manager Optimizing CX with Eptica Given the importance of customer experience to the bottom line , it is vital that brands understand how they are performing on a day to day basis. That’s why here at Eptica we provide comprehensive reporting functionality as part of our customer experience platform.

Best practices 68

Best practices Average Handle Time Self service Contact Center 68

aircall

JANUARY 29, 2021

Most people tend to think of training as a “one-and-done” experience. 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. Product knowledge.

Best practices 62

Best practices Call Center call center software Morale 62

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. Four lessons from the Forrester CX Index Forrester’s 2016 US Customer Experience Index provided an in-depth update on the state of CX across multiple sectors.

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. The most alarming were those with high-quality scores but low CSAT — especially if you view quality as the company’s gauge of the customer experience and CSAT as the customer’s gauge. In the modern contact center, these ARE customer experience metrics.

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

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? It is a key performance indicator for call centers and contact centers.

First call resolution 52

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

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience. Or, you can improve your onboarding experience, but if your marketing copy makes false claims about what your product can do, you’re in trouble.

Feedback 83

Feedback Surveys Metrics Customer Experience 83

Eptica

NOVEMBER 6, 2019

Author: Guest author - Jeannie Walters Those of us in the customer experience industry can feel like we are making progress when we are collecting valuable customer feedback, communicating throughout the organization, and creating awareness about the importance of focusing on customers. 05%, they may not really understand why that happened.

Metrics 77

Metrics Best practices Feedback Contact Center 77

ViiBE Blog

APRIL 26, 2021

If you take customer service seriously, you need to understand the importance of IT support in ensuring a good customer experience. Customer satisfaction should be the number one goal of your contact center. ViiBE’s ticketing solution uses tags to organize different calls under one related issue.

virtual call center 52

virtual call center call center software Contact Center Call Center 52

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. 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. Hint: Focus on Agent Performance.

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.

Technology 74

Technology Customer Service Contact Center CRM 74

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

Eptica

MAY 8, 2019

However, it is important to look behind the headlines in order to understand its real impact, what it involves and how it can be deployed across a range of industries, including customer experience. Of course, many people want to know how AI can help them deliver a better customer experience. Share this page on: Tweet.

Chatbots 55

Chatbots Best practices Engineering Education 55

ViiBE Blog

JUNE 3, 2021

Whether you’re sending people into the field or running a call center, ViiBE ’s video call software is an excellent option for maximum connectivity. CRM ticketing systems are focused on the customer journey and improving the customer experience. For customers, field ticketing software improves the customer experience.

CRM 52

CRM First call resolution Call Center Metrics 52

Momentum Telecom

JANUARY 29, 2021

The ability to collaborate via voice and video , leverage a cloud-based contact center , or easily scale up a data network all put valuable extra points on the board. During implementation, we then couple this knowledge with a white-glove approach so that our customers are up-and-running with the best user experience.

Technology 98

Technology Consulting Consulting Sales 98

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

aircall

MARCH 17, 2021

Customers that view your company as a thought leader in your industry, as opposed to a run-of-the-mill contact center, won’t hesitate to reach out to you when they need guidance or expertise. . To find out what they are, it’s a simple matter of asking them how they viewed customer service from your contact center. .

Best practices 62

Best practices Sales Contact center software Contact Center 62

Eptica

DECEMBER 23, 2015

Over the course of 2015 we’ve given a lot of advice on how companies can improve the consumer experience , so to help over the holiday season, here are five areas where everyone can learn from those working in customer service. Get your timings right Linked to planning, make sure you get your timings right. Share this page on: Tweet.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 49