CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Fonolo

OCTOBER 26, 2022

When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? To get a real sense of how things are going, don’t just look at your customers; look at your agents. Call center managers and leaders have some of the hardest jobs when it comes to agent engagement.

Call Center 142

Call Center Abandon rate Education Contact Center 142

Fonolo

OCTOBER 14, 2021

When it comes to keeping a pulse on the health of your contact center, cost per contact can be a very handy tool. This key performance indicator (KPI) provides insight into how effective agents are at delivering top-notch customer service and will signal to you when certain performance areas are falling off track.

Call Center 159

Call Center Interactive Voice Response Abandon rate Average Handle Time 159

Taylor Reach Group

AUGUST 13, 2021

With the offices closed, they sent their agents to work from home. This was a learning experience for the center leadership, the company, and the agents. According to the research we completed in May 2020, only 15% of contact centers had active and existing remote or agents working from home.

Contact Center 170

Contact Center Consulting Consulting Personalization 170

Playvox

FEBRUARY 20, 2024

While the pandemic may seem distant in some of our minds, one shift remains prevalent long after it became safe to go back to offices — the need and desire to work remotely. Remote work is the practice of working from a location other than the traditional office setting.

Management 88

Management Gamification Calibration Quality management 88

Fonolo

MAY 4, 2021

Many call center overseers are now realizing that they are technologically behind their more channel-savvy competitors. Budget-conscious center managers are struggling to up their CX game while managing the cost of upgrading their operations. The ROI of Call-Backs for Your Call Center. The result?

Contact Center 152

Contact Center Interactive Voice Response Call Center call center software 152

Fonolo

APRIL 27, 2021

Call center managers and agents know that a high volume of inbound customer calls can make or break a business day. During pandemics and other moments of crisis, call center agents are inundated with overwhelming spikes in call volume. The Contact Center Guide to Managing Spikes in Call Volume.

Call Center 128

Call Center outsourcing Abandon rate Gamification 128

SharpenCX

DECEMBER 13, 2021

In a virtual call center, this level of disengagement could seriously affect your customer and employee loyalty. . In a virtual call center, this level of disengagement could seriously affect your customer and employee loyalty. . report that engaged and satisfied call-center employees are: 8.5x

virtual call center 128

virtual call center Call Center Metrics Coaching 128

Fonolo

NOVEMBER 7, 2018

While this may seem simple enough, call and contact center managers of the 21st Century know better: It ain’t easy. If your contact center is floundering, it’s time for you to plant your feet on terra firma and look globally at your common problems. Call-Backs. Call-backs are a powerful thing.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

Fonolo

APRIL 20, 2021

Is your call center experiencing an increase in abandoned calls ? Are your agents unable to answer an unexpected influx of inbound phone requests (otherwise known as call overflow)? 3 Proven Ways to Reduce Abandon Rates in the Call Center. 3 Proven Ways to Reduce Abandon Rates in the Call Center.

Call Center 148

Call Center Abandon rate outsourcing Wait times 148

Fonolo

JUNE 22, 2021

Despite advancements in customer service technology and automation, one thing hasn’t changed: people remain fundamental to the success of a contact center. Human customer service agents and their knowledge, capacity to troubleshoot, and empathetic nature ensure they will always be a necessity when it comes to assisting customers.

Call Center 151

Call Center call center software Employee engagement Gamification 151

Fonolo

APRIL 20, 2020

At the risk of blowing our own trumpet, we’ve been hammering on about the necessity of preparing to handle call spikes for years now. No matter what you do as a contact center manager, there’s always going to be something you didn’t prepare for. How to Manage Call Spikes in a Crisis. Keep agent morale high.

Morale 136

Morale Interactive Voice Response Contact Center Self service 136

Toister Performance Solutions

JULY 13, 2023

Building relationships can take more effort when you aren't located in the same office. My 2023 burnout study found that remote contact center agents are just as likely to have a good friend at work as agents who work onsite. That often happens informally when you work in the same office. It's not hopeless.

Contact Center 89

Contact Center Personalization Customer Service 89

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions.

Call Center 106

Call Center Management Wait times Contact Center 106

NobelBiz

DECEMBER 5, 2023

Business call forwarding is a vital tool that seamlessly redirects incoming calls to ensure constant communication with clients and colleagues. It offers enhanced flexibility and customization compared to traditional methods, allowing businesses to tailor their call management strategies. for domestic calls and $10.00

voip 104

voip Cloud contact Contact center software Contact Center 104

Outsource Consultants

DECEMBER 21, 2023

No one is more excited for the ongoing holiday breaks than you – but, as a call center leader, the holidays often spell operational anxiety too. This time of year is crucial for many industries. That means the holidays aren’t just for rest and reflection, they are also a time to appreciate our BPO partners.

Call Center 67

Call Center Virtual Agent outsourcing Upselling 67

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Should this role be fully in-office, hybrid, or remote?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

Fonolo

MAY 13, 2021

Call centers have a reputation as a ‘money pit’ for businesses. Today, we know that a fully optimized contact center can actually create more opportunities for sales and customer engagement. The ROI of Call-Backs for Your Call Center. The ROI of Call-Backs for Your Call Center.

Call Center 129

Call Center Contact Center outsourcing CRM 129

Fonolo

FEBRUARY 17, 2022

Though customers should be the key focus of all call centers, agents are the driving behind-the-scenes force who ensure these customers enjoy a timely, empathetic, and efficient experience. After all, happy agents lead to happy customers and, ultimately, award-winning customer experience. .

call center workforce 87

call center workforce Call Center Management Contact Center 87

TeleDirect

FEBRUARY 24, 2021

Imagine this: you run a busy doctor’s office. Your administrative staff spends much of their time working directly with patients in the office or filling records and reports. The same problem can happen in a financial office, such as a bank or wealth management firm. Office chair. Improves Office Efficiency.

Finance 118

Finance Healthcare Call Center outsourcing 118

Fonolo

OCTOBER 25, 2022

Call centers need all their parts in order to run smoothly. Absenteeism, otherwise known as absence rate, is arguably one of the most overlooked call center metrics. This percentage figure reveals the amount of unapproved or unplanned time agents spend away from their work. First call resolution (FCR).

Call Center 81

Call Center Agent burnout Abandon rate First call resolution 81

Fonolo

NOVEMBER 1, 2022

Working in a call center can be extremely rewarding, especially for those who enjoy customer service and sales. But it’s up to management to promote call center motivation and create a work environment where their agents can gain a sense of satisfaction from their work. Types of Motivators (And Why it Matters).

Call Center 87

Call Center Construction Abandon rate Feedback 87

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Playvox

AUGUST 15, 2022

Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Recent research by Playvox sheds new light on the state of contact center remote work. But there’s more to it.

Contact Center 77

Contact Center Gamification Surveys Management 77

Outsource Consultants

JANUARY 24, 2022

Let’s take a look at how the potential threats we covered in 2019 have played out, and how the Philippine call center industry has faced the additional difficulties initiated by the pandemic. 2022 Update: Of all the industries to potentially disrupt the contact center industry in the Philippines, one has stood out: Online gambling.

outsourcing 128

outsourcing Real estate Government Call Center 128

TechSee

FEBRUARY 2, 2022

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. What Is Call Center Technology? 5 Innovative Call Center Technologies in 2022. With 56.8%

Call Center 124

Call Center Technology Interactive Voice Response Analytics 124

AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. Your call is very important to us, please stay on the line and your call will be answered in the order it was received.”

Virtual Agent 78

Virtual Agent Self service Transportation Customer Experience 78

Fonolo

NOVEMBER 4, 2021

Over its first year, COVID-19 lockdowns and high case counts forced many offices to close. While this sparked big challenges for contact centers suddenly faced with overwhelming call volumes , it did have an unexpected silver lining around remote work. Remote work is the reality for many industries, including call centers.

Call Center 87

Call Center Technology Abandon rate Contact Center 87

SharpenCX

OCTOBER 13, 2021

Some 32% of organizations were running their contact centers with cloud technology at the end of 2020. Whether your contact center intends to go back to the office or stay remote, the acceleration of digital transformation projects and jumps to cloud technology will continue. It’s time to look to the future.

Contact Center 128

Contact Center Technology Coaching Analytics 128

Fonolo

APRIL 27, 2020

Now, more than ever, your call center agents need your support. It’s never been more important for call center managers to support their agents. Handpicked related content: 5 Creative Ways to Manage Agent Shortages in Your Contact Center. Chat apps are a great way to bring these back.

Call Center 112

Call Center Morale Contact Center Gamification 112

Balto

JULY 8, 2022

Today’s consumers demand customer service that’s available anywhere and at any time. Despite the widespread adoption of these digital service channels, 75% of consumers still prefer to interact with a live agent in most situations. When self-service fails, these customers are more likely to want to talk to a live agent. …

Chatbots 97

Chatbots Self service Contact Center Coaching 97

Outsource Consultants

AUGUST 15, 2022

Many clinics and hospitals are shifting common inquiries previously handled by internal staff to outsource call centers , where overflow can be better accommodated. Handling Office Overflow. The lack of in-clinic employees has made serving patients in a timely manner difficult. Open Enrollment. In 2021 alone, 13.6

outsourcing 67

outsourcing Healthcare Contact Center Call Center 67

DMG Consulting

JULY 8, 2022

The Contact Center and Back-Office Automation Opportunity. DMG estimates that 50% of the activities performed by a customer service agent while handling a call can be automated. This is independent of the percentage of calls that can be displaced by an intelligent virtual agent (IVA).).

Contact Center 54

Contact Center Average Handle Time Virtual Agent Healthcare 54

OctopusTech

SEPTEMBER 13, 2023

Choosing to outsource call center services is one of the best decisions a company can make as it helps to focus on the core business activities. Using call center outsourcing services is one of the major trends followed by both small and big organizations. What are Outsource Call Center Services?

outsourcing 62

outsourcing Call Center Finance Contact Center 62

SharpenCX

JULY 1, 2020

You get an email from someone you work with and something doesn’t sit right. And, if something does start to derail your relationship, you don’t have the benefit of informal office interactions to build rapport and re-establish trust. Download Now: Ask your agents these 52 questions to build trust and understanding.

Contact Center 137

Contact Center Management call center workforce Morale 137

Playvox

NOVEMBER 29, 2022

Call avoidance is a common issue in contact centers and must be dealt with to ensure a positive experience for your customers. But agents can quickly become frustrated and overwhelmed when dealing with irate customers and high contact volumes, leading them to avoid interactions. Customer Rage And Pandemic Rage.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

SharpenCX

JULY 23, 2020

Agents juggle phone calls, quickly type out emails and talk down angry callers. We’ve seen the typical call center in TV shows or in movies. This scene makes for good drama, but today contact centers look different. . This scene makes for good drama, but today contact centers look different. .

Contact Center 101

Contact Center Call Center Education At home agents 101