CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. What metrics should call centers and BPOs focus on?

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Quality Contact Solutions

JANUARY 21, 2022

Perhaps you’re considering an outsourced solution as an option but don’t know the difference between a contact center vs. call center. Contact Center vs. Call Center Explained At its core, a call center is just that—a place that services inbound and outbound calls from customers.

Call Center 98

Call Center Contact Center Business Process Outsourcing outsourcing 98

Fonolo

MARCH 21, 2023

SIP and VoIP are two acronyms often used by call center managers who sort of know what they mean, but also sort of… don’t. Acronyms abound in the call center universe. VoIP, SIP, and SIP Trunking Let’s start with some definitions. What is VoIP? What is SIP? Fair enough!

voip 95

voip Telecommunications Call Center Contact Center 95

Fonolo

JANUARY 19, 2021

The difference between a ‘ call-back ’ and a ‘ virtual queue ’ is subtle in definition but significant in outcomes. Many contact center managers have been distraught to find that what they needed was a call-back, but what they got was a virtual queue. What is a call-back?

Abandon rate 147

Abandon rate Airlines Contact Center Interactive Voice Response 147

ShepHyken

NOVEMBER 25, 2022

She discusses the difference between transactional and relational customer service. What Is the Difference Between Relational and Transactional? Essentially, transactional vs. relational customer service is the difference between a one-time purchase and lifelong customer loyalty. .

Customer Service 190

Customer Service B2C B2B SaaS 190

TeleDirect

MAY 2, 2023

Are you struggling to know the difference between a contact center and a call center? Let this article guide you through the key differences so that you can make an informed decision for your business needs. Call center services can do this for you — but you might be able to go even bigger.

Call Center 62

Call Center Contact Center Multichannel outsourcing 62

Fonolo

JULY 7, 2022

Scheduling is vital to any call center leader’s job – down to the last break. If you are looking to improve call center agent productivity and optimize your contact center operations , you must learn how to calculate call center schedule adherence. What is Call Center Schedule Adherence?

Schedule adherence 141

Schedule adherence Call Center Abandon rate Wait times 141

TechSee

MAY 18, 2022

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par? They can either staff up significantly or improve their call center occupancy.

Call Center 109

Call Center Contact Center Benchmark Agent burnout 109

NobelBiz

OCTOBER 24, 2023

What is a Customer Experience Map? IVR (Interactive Voice Response) system for initial call routing. Understanding the different channels and how they contribute to the overall customer experience is crucial for businesses seeking to optimize their interactions. Agent-assisted support via phone.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

Callminer

SEPTEMBER 23, 2020

Outbound call centers depend on skilled and well-trained agents as much as useful software to consistently meet business goals. Keeping an outbound call center operating efficiently means making the most of both the talent you have on hand and the tools you can afford to implement. Challenges Outbound Call Centers Face.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

Beyond Philosophy

MAY 12, 2022

I was a guest on a webinar with Verint on the Engagement Capacity Gap , which discusses where organizations need to be in this area vs. where they are with the Chief Marketing Officer of Verint, Celia Fleischaker. Customer Science is an exciting new variant of Customer Experience. Customer Science is where customer strategy is headed.

Contact Center 195

Contact Center Analytics First call resolution Consulting 195

TeleDirect

DECEMBER 14, 2023

For those unfamiliar with dedicated inbound and outbound call center solutions, many think they’re simply about taking customers’ calls when a company is closed or their staff is busy. While there’s a significant difference in inbound vs. outbound leads , the unifying goal is two parts.

Education 62

Education Call Center Sales call center solutions 62

Callminer

JUNE 9, 2020

Average handle time, or AHT, is an important call center metric. In the simplest terms, AHT is the average time it takes to handle a call or transaction from start to finish – from call initiation, to hold time, to talk time, and all the way through to any related tasks an agent must perform post-phone call to resolve that call.

Average Handle Time 182

Average Handle Time Best practices Call Center Coaching 182

TeleDirect

APRIL 6, 2023

Discover the difference between multichannel and omnichannel contact center services. Multichannel vs. Omnichannel Contact Center: What Is the Difference? Let’s delve further into what these terms mean, how they differ, and a few ways to implement them into your marketing strategy.

Multichannel 62

Multichannel Advertising outsourcing Scripts 62

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. That’s equal to 9% of global GDP.

Morale 78

Morale Gamification Contact Center Quality management 78

TeleDirect

MARCH 9, 2023

vs international BPO operations to determine which option is better for your business. Call Centers vs. International Call Center Operations: Which is Better? The same rules apply regardless of what industry you’re in or what type of product or service your company offers. Advantages of U.S.

Call Center 62

Call Center Telemarketing outsourcing Customer Service 62

Vistio

APRIL 1, 2024

Instead, companies must look to innovative contact center technology solutions like Vistio, which offers next-best-action guidance and automation, to prepare their customer service agents fully. Join us as we delve into the world of contact center innovation and uncover the secrets behind exceptional customer service.

Accountability 52

Accountability Customer Service Contact Center Morale 52

Fonolo

DECEMBER 16, 2021

A good call center leader understands the importance of customer service. So what if you have an incredible product or service? If social media part is not part of your contact center’s customer service vision , you’re missing out on valuable business opportunities, like: . promoting sales; . Cost savings.

Customer Service 146

Customer Service Contact Center Abandon rate Call Center 146

Global Response

NOVEMBER 14, 2023

Is your traditional call center still serving your business goals? Traditional call centers are typically very dependent on in-person resources—both in-person agents as well as offices, hardware and physical tools that allow you to monitor and manage customer service calls. Is a CCaaS solution right for you?

Call Center 62

Call Center Contact Center outsourcing Multichannel 62

TeleDirect

JANUARY 16, 2023

There are two main parts to your call, the script and the call flow. Call Center Scripting vs. Call Flow Process : What are They? Building a contact center for your business? You’ve probably heard the terms “call center scripting” and “call flow process.”

Call flow 62

Call flow Scripts Call Center outsourcing 62

COPC

JANUARY 15, 2024

has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we explore how organizations can reduce early attrition. Call centers typically see ~70% or more of their first-year attrition within the first 90 days. 

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Fonolo

DECEMBER 1, 2022

Call center managers know that choosing effective software is key to success. With the right tools on board, your contact center can increase agent happiness and productivity, while hitting your KPIs and running an efficient operation that scales with ease. . How to Buy Contact Center Software.

Contact center software 87

Contact center software Contact Center Interactive Voice Response call center software 87

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . It ties up lines and makes the whole center fall behind. Nahabat Shanza.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Global Response

FEBRUARY 1, 2024

It’s time to call in reinforcements. But which inbound call center company do you choose? Ultimately, you want to partner with a cost-effective call center that aligns with your company values and provides excellent customer service. Understanding inbound call centers First, what is an inbound call center?

Call Center 62

Call Center Abandon rate Interactive Voice Response Average Handle Time 62

TeleDirect

OCTOBER 13, 2022

Shared vs Dedicated Contact Center Agents. Regardless of what industry you’re in, customer service is paramount to your success. If you don’t provide first-class client support and contact services, you will see dissatisfied customers, lost leads and bad press thanks to word-of-mouth and online reviews.

Contact Center 62

Contact Center outsourcing Business Process Outsourcing Call Center 62

TeleDirect

JULY 1, 2021

Whether you run a small non-profit that needs help with handling calls or part of a large multi-national corporation looking to enhance overall customer communication, the end goal is similar: finding a solution that meets and exceeds your most pressing needs. What is an inbound call center’s primary tasks?

Call Center 62

Call Center Upselling Healthcare outsourcing 62

Fonolo

MAY 23, 2023

Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? What is Hyper-Personalization in a Contact Center? How is Hyper-Personalization Different from Personalization?

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Playvox

JANUARY 30, 2024

What is Gamification? In a contact center setting, this can mean badges, a point system, and moving up to the next level when agents perform well. Gamification works well within a contact center environment because it leverages a number of game mechanics to keep agents engaged and focused. Why Gamification?

Gamification 79

Gamification Contact Center Coaching Quality management 79

Jon Arnold

OCTOBER 16, 2020

Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contact centers need to manage, especially for improving the all-important CX – customer experience. Clearly CX involves many moving parts, and it’s not hard to see why contact centers are getting overwhelmed with this data deluge.

Big data 98

Big data Contact Center Analytics Metrics 98

Fonolo

AUGUST 15, 2023

When it comes to demystifying call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. You might think a simpler measurement like “call per hour” would answer this same question.

Call Center 67

Call Center Schedule adherence Agent burnout Contact Center 67

JustCall

AUGUST 16, 2021

The contact center as a service or CCaaS is a new-age technology that serves the needs of all customers. CCaaS has replaced on-premise call centers, and only for the better. What is CCaaS? CCaaS stands for Contact center as a service. The Difference Between Inbound and Outbound Call Center.

Contact Center 98

Contact Center Interactive Voice Response Contact center software Cloud contact 98

Hodusoft

APRIL 27, 2022

Omnichannel Contact Center: A Beginner’s Guide to Scale Up. Earlier, call centers had limited resources making it difficult for tech support to handle every query. Today the concept of the omnichannel contact center has transformed the scenario. An overview of Multichannel Contact Centers.

Contact Center 105

Contact Center Multichannel Contact center software Interactive Voice Response 105

Global Response

JANUARY 31, 2024

Today, we will explore how call centers in the USA have an advantage when adhering to regulatory compliance. We’ll look at several key regulations that affect call center compliance. The Do Not Call (DNC) list : Individuals can register their information on the DNC list to stop receiving telemarketing calls.

Call Center 62

Call Center Telemarketing Government Healthcare 62

NobelBiz

FEBRUARY 22, 2023

Sharing your business goals with all your employees is critical for call centers. This article focuses on two indicators, the OKRs and the KPIs, exploring their aims and roles in the call center sector. OKRS vs KPIs: What is the difference? OKRS vs KPIs: What is the difference?

Call Center 52

Call Center Abandon rate Contact Center Metrics 52

Fonolo

SEPTEMBER 17, 2020

That’s why, in the contact center world, extroverts are more sought after than introverts. For starters, contact center agents do more than just answering calls and emails. They are required to tackle complex situations and manage many different tasks. The Perfect Call Center Agent Does Exist.

Contact Center 128

Contact Center Personalization Call Center Coaching 128

JustCall

MARCH 6, 2023

Call Center Productivity and Metrics Call center metrics are crucial to understand and measure performance. They can show whether you need to upgrade technology solutions to meet changing customer expectations and call volumes. Here again, the metrics will differ. What is Call Center Occupancy?

Call Center 52

Call Center Abandon rate Average Handle Time Metrics 52