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

aircall

SEPTEMBER 7, 2022

Round-robin routing: Distributes calls equally among agents so there’s an equal opportunity to get leads. After the data has been compiled, it can be reviewed to gain a better understanding of the effectiveness of your marketing channels, which agents convert more leads, and areas where interested customers live.

Interactive Voice Response 62

Interactive Voice Response Management Call Center CRM 62

aircall

MARCH 16, 2022

Even simple admin tasks quickly add up to hours lost each week, and with today’s technology, there’s no need for agents to lose this valuable time. Pop-ups provide critical info on the customer journey before agents are connected, so teams are set up to help. Facilitating Remote Environments . Remote work is here to stay.

Customer centricity 71

Customer centricity Finance Interactive Voice Response Coaching 71

Eptica

AUGUST 5, 2020

That’s why we have been running a three-part blog series to help brands optimise their customer service operations and be ready ahead of the busiest time of the year. Secondly, customers are likely to require additional reassurance , which means you need to have agents available to help, especially when it comes to more complex queries.

Customer Service 112

Customer Service Self service Best practices Consulting 112

JustCall

JUNE 15, 2020

Virtual agents are proved to be 13% more productive than their office counterparts. However, maintaining the same level of service with remote teams is possible only with the right set of customer service tools in hand. How Customer Service Tools Make Remote Customer Service Teams More Productive. Revamp it with tools that.

Customer Service 52

Customer Service Virtual Agent Accountability Multichannel 52

JustCall

MARCH 24, 2020

Managing remote teams is becoming the need of the hour. Every day, more teams and individuals are taking to remote work. However, the right set of remote working tools acts like a life jacket. Check out this blog to make the best use of tools for remote teams. Tools for Remote Teams. less travel.

Multichannel 68

Multichannel Accountability Time management Management 68

ViiBE Blog

MAY 26, 2023

ViiBE Blog Solving plumbing problems with remote visual assistance in plumbing management software Marc Prempain May 26, 2023 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now!

Management 52

Management B2B Technology Marketing 52

aircall

FEBRUARY 7, 2022

Distributes calls equally among agents so there’s an equal opportunity to get leads. After the data has been compiled, it can be reviewed to gain a better understanding of the effectiveness of your marketing channels, which agents convert more leads, and areas where interested customers live. Call tags & disposition codes.

Interactive Voice Response 62

Interactive Voice Response Management CRM Abandon Call 62

aircall

JANUARY 27, 2021

With so many people needing to work remotely, you may be wondering how to start a virtual call center , and if so, how to do it right. A remote workforce is a growing trend. After all, if T-Mobile could set up a remote workforce of 12,000 customer support employees almost overnight, you can too. 3) Reduces employee turnover.

virtual call center 62

virtual call center Call Center call center software voip 62

Hodusoft

JULY 26, 2023

This blog post discusses why HoduCC contact center software is a suitable alternative to Ameyo’s contact center software and how you can benefit by using HoduCC. Cutting-edge automatic dialers automate the entire dialing process and connect the agent with the caller only when the latter picks up the phone.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Transportation 52

ViiBE Blog

JUNE 3, 2021

Field ticketing software is crucial to managing a company’s operations in the field remotely. As field service becomes more remote, priorities are changing. Remote maintenance and Remote Virtual Inspection are just two applications of this technology. It is as vital as ever to track the performance of team members.

CRM 52

CRM First call resolution Call Center Metrics 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. And having the flexibility to quickly set up disaster recovery anywhere and support agents remotely has definitely given Phil some peace of mind and additional sleep. Empire Today now?

Abandon rate 54

Abandon rate Contact Center Wait times Interactive Voice Response 54

JustCall

MAY 28, 2020

Most call center agents who work from home now, have been relying on wired desk phones and complex storage equipment. Cloud phone system helps the agents to cope with the rapid shift and smoothens remote agent’s connectivity. It can be from their homes or any remote working space.

virtual call center 52

virtual call center Call Center Interactive Voice Response CRM 52

JustCall

OCTOBER 22, 2020

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. It also leaves pre-recorded voice messages on behalf of the sales agents on entering the voice mailbox. The agents can handover the dialing part to the auto dialer software.

Real estate 76

Real estate CRM Banking Outbound sales 76

aircall

MAY 11, 2018

Part of what makes the digital revolution so great is the ability to work remotely (obviously). Do you use the call tagging feature? We actually have mandatory call tagging turned on for support-related calls. I’m also looking at the activity among specific agents. And I’m always pushing for mandatory call tagging.

Technical Support 88

Technical Support Analytics APIs Engineering 88

Certified Languages International

MARCH 18, 2021

The phone interpreter, however, is always remote, and can be located in the same city, across the U.S., On-site contract interpreters usually have a higher price tag because, in addition to their hourly rate, they charge minimums. Call centers, for example, hire bilingual agents to answer customer questions.

Bilingual agents 52

Bilingual agents Healthcare Government Education 52

aircall

JANUARY 24, 2022

It is essential to training your call center agents in the area of customer relationships and customer experience. Live feed – Gives call center supervisors full visibility of what’s going on in the call center, even when using remote or distributed teams. These are the top qualities to train for in support agents.

Call Center 126

Call Center Best practices call center software CRM 126

aircall

MAY 1, 2022

This makes it far easier for your workforce to operate remotely and access crucial information from various locations. Call centers function best when call agents have a variety of phone system features to use like call routing, call queue, call recording, hold music, interactive voice response, and much more. Call tagging.

Contact Center 62

Contact Center voip Interactive Voice Response contact center solutions 62

aircall

MAY 11, 2017

This is beneficial to businesses of any size and activity, to virtual teams, remote workers , and most of all, to your customers. Computer telephony integration benefits not only your customers and your agents, but will also make a call center manager’s job easier. Tagging, assigning, and commenting calls. Here’s how.

Interactive Voice Response 91

Interactive Voice Response voip Call Logging First call resolution 91

aircall

MAY 11, 2017

This is beneficial to businesses of any size and activity, to virtual teams, remote workers , and most of all, to your customers. Computer telephony integration benefits not only your customers and your agents, but will also make a call center manager’s job easier. Tagging, assigning, and commenting calls. Here’s how.

Interactive Voice Response 89

Interactive Voice Response voip Call Logging First call resolution 89

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. You can manage ViiBE’s virtual call center remotely from anywhere in the world using the built-in KPI trackers that measure FCR in real-time. How to improve the FCR rate.

First call resolution 52

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

aircall

APRIL 22, 2022

VoIP phones are quickly becoming the preferred small business phone system , not only because they offer more features and functions, but because they enable remote work and virtual call center capabilities. All remote call agents need is a working internet connection , and perhaps, a headset. Warranties and remote support.

voip 62

voip Interactive Voice Response Call Center Sales 62

aircall

MARCH 12, 2021

Call center performance measures how well each call center agent is doing on an individual basis as well as how teams and the call center itself are doing overall. . While your bottom line is very important, a productive call center can also benefit your customers and call center agents themselves.

Call Center 62

Call Center Metrics First call resolution call center software 62

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.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

ViiBE Blog

MAY 13, 2021

The software may use a call recording that informs callers of hold times or an interactive voice response (IVR) system, reducing the workload for call center agents. Predictive dialers use algorithms to reduce wait times for agents and customers on the line. The support agent invites the customer to a video chat by a simple web link.

Call Center 52

Call Center Technology virtual call center Interactive Voice Response 52

JustCall

APRIL 12, 2023

If you’ve been using Gong and are looking for a Gong alternative, this blog is for you. Top Features of JustCall Call queues – Route calls to the right agent using IVR, skills-based routing, and caller information to ensure customers reach the right agent without waiting. Top Features of Chorus.ai

Sales 52

Sales Coaching CRM Analytics 52

JustCall

FEBRUARY 5, 2020

In this blog post, we will talk about the various tools that you must have in your education tech stack, and with features that you must look out for if you want to bring more growth in your business. Also, specific notes, tagging, and pipelines would assist the sales team in upselling and cross-selling. automation.

Education 84

Education CRM Sales Accountability 84

JustCall

MARCH 9, 2023

Through this blog, let’s understand the types of contact centers that exist to make business functions easy. By using features like call tagging, click-to-call, Customer Relationship Management (CRM) integration for lead data, information tracking and sharing, etc., What technology is used at call centers?

Contact Center 52

Contact Center Multichannel Interactive Voice Response outsourcing 52

JustCall

JULY 28, 2021

Help your agents handle sales objections , build rapport with prospects , and other such concerns. Constructive feedback to agents can help boost their productivity. You can tap into call analytics and email analytics to find out how agents are doing. Track Sales Agents in Real-Time. Sales Operations .

Best practices 52

Best practices Sales Management Coaching 52

Call Center Pros

OCTOBER 15, 2018

A virtual assistant is the collaborator of a company that provides its services remotely. Indeed, today almost all tasks can be done remotely thanks to new IT tools made available. Administrative & Blogging Tasks: Transcription of Video and Audio Files. Blog Publishing Management. Moderating Blog Comments.

Technical Support 40

Technical Support outsourcing Airlines Accountability 40

aircall

APRIL 19, 2021

To deliver a good customer experience, your sales and support agents must continually build relationships with every customer interaction they have. With a CRM phone integration , your sales and support agents can view many details about customers before they even utter a greeting. Why a Voice Ecosystem is Important.

CRM 62

CRM voip APIs Call Logging 62

JustCall

AUGUST 1, 2019

These automation tools don’t steal the human touch from your sales process but ensure that your sales agent is at their best when they are on the call. Auto Dialer and Predictive Dialer handle the repetitive and mundane task that a sales agent should be doing otherwise. The agent can not miss even a single prospect.

Outbound sales 56

Outbound sales CRM Scripts Sales 56

JustCall

SEPTEMBER 16, 2019

A study on sales reps shows that sales agents only spent one-third of their time in selling and the rest of the time in manual work.[ Let’s take a look at how cloud telephony can act as a booster for the sales agents. This way agents can not miss even a single prospect. So, how is this all working out? Brutal, yet real!

Sales 64

Sales Interactive Voice Response CRM Call Logging 64

aircall

MARCH 17, 2021

Tap into the expertise of your sales agents by asking them to share customer success stories that detail how they provided great customer service in specific situations. It’s not uncommon for call center agents to be so focused on the sales process that they get in their own way. Sales Planning Activities.

Best practices 62

Best practices Sales Contact center software Contact Center 62

aircall

SEPTEMBER 16, 2016

For many of these types of businesses, these agents perform their roles admirably, and call centers are not needed. After establishing an optimal call flow, call centers allow for a range of agents, each of who deal with specific issues. Why set up a Medical Call Center? However, there is a range of issues with this option.

Call Center 76

Call Center Abandon Call Call flow voip 76

JustCall

APRIL 5, 2022

The smart call routing feature connects a caller to the best agent or support expert to handle their query. a sales call might go to an agent in sales, while a support call might go to someone in customer service), or it can be based on the identity of the caller (e.g., Smart call routing. It can be based on the type of call (e.g.,

voip 52

voip CRM Interactive Voice Response Sales 52

Nicereply

JANUARY 31, 2020

You need to hire more customer support agents. When you take a look into the tagging in your helpdesk system, you notice that most of the conversations are about three key issues. Manager: Hire a Spanish speaking agent. Agent: Identify a translation agency and assist with translation of documentation. Review Often.

Customer Service 59

Customer Service Metrics Average Handle Time Customer Support 59