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

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?

Contact Center 52

Contact Center Gamification Construction Technology 52

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

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. A wise decision! Let’s jump right in. What is an Auto Dialer?

Scripts 52

Scripts CRM Sales Analytics 52

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. A wise decision! Let’s jump right in. What is an Auto Dialer?

Scripts 52

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With an outdated, on-premises Cisco call center system, Empire Today was facing a $1 million price tag to upgrade to modern functionality.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

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

Call Experts

DECEMBER 18, 2019

Engagements must be tagged to understand how to optimize routing and save customers' time. Call Experts is a complete contact center offering customer support through live agent experiences with omnichannel management and AI-powered automated solutions. More Blogs Menu. More Blogs Menu. Data matters.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

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

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

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

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. The transcripts are in the format used by Contact Lens for Amazon Connect. Agent: Hi, thank you for calling us today.

APIs 83

APIs Engineering Analytics Call Center 83

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

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

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

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

Eptica

SEPTEMBER 18, 2019

Also, given the high turnover rates in the contact center industry, recognition can be a powerful weapon in keeping your best staff and ensuring they remain happy and motivated. That’s why pretty much every contact center I visit has a recognition program of some sort in place.

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. 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

Monet Software

MAY 15, 2018

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 Like these: 1. It Shouldn’t Cost Too Much.

Contact Center 48

Contact Center Call Center Management Technology 48

Eptica

OCTOBER 16, 2018

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. 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.

Best practices 68

Best practices Average Handle Time Self service Contact Center 68

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Author: Pauline Ashenden - Marketing Manager We’re now partway through National Customer Service Week (NCSW) , which runs from the 7 th -11 th October.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

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. Day-to-day operations in the contact center generate much of the data used in the CX industry.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

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. They can ask for new answers and templates if none exist, with a built-in workflow making it easy for these to be created, updated and managed.

Average Handle Time 70

Average Handle Time Best practices APIs Consulting 70

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. Customers want consistent and accurate information and answers from a brand, whichever channel they use to make contact.

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

JustCall

OCTOBER 22, 2020

An auto dialer is software that dials up each contact from your database. Scouring through lists of contacts and then dialing their numbers by hand is a time-consuming task. Having said that, with the predictive dialer, call center agents and sales reps can build efficient workflows and manage time effectively.

Real estate 76

Real estate CRM Banking Outbound sales 76

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. Pricing: Starting from $19.99

Sales 62

Sales CRM Morale Interactive Voice Response 62

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

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

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. Managers may also barge in the conversation between the agents and customers.

Real estate 52

Real estate Sales call center software Scripts 52

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

ViiBE Blog

APRIL 26, 2021

Customer satisfaction should be the number one goal of your contact center. Implementing knowledge management will distribute know-how more evenly throughout your team of support agents to prevent this from happening. ViiBE’s knowledge management tool can easily find past customer interactions to use for training purposes.

virtual call center 52

virtual call center call center software Contact Center Call Center 52

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

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? In the modern contact center, these ARE customer experience metrics. Click here to read the original. Average Handle Time (AHT).

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

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. 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

Eptica

NOVEMBER 6, 2019

They tell you via contact centers, open-ended answers on surveys and general conversation with your brand. Buy-in from leaders is such a critical factor that the first component to any customer experience strategy is “top-management buy-in,” according to research by McKinsey released in 2019.

Metrics 77

Metrics Best practices Feedback Contact Center 77

Eptica

FEBRUARY 6, 2019

Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. Author: Pauline Ashenden - Marketing Manager Most industries today are radically different compared to 20 or even 10 years ago. Reviewing 2018 – our top 10 blog posts from the year.

Automotive 73

Automotive Best practices Banking Customer emotions 73