call-processing 
Fonolo
FEBRUARY 14, 2023
Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! But in a world of possibilities, you may wonder which processes are best to automate. What is Call Center Automation? Sounds great, right?
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? You’ve probably heard the terms “call center scripting” and “call flow process.” These are two major facets of the customer service and call center industries.
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JustCall
OCTOBER 25, 2023
As you know, call centers are always under pressure to deliver great customer service and boost sales. An important aspect of this challenge is efficient follow-up processes. Automated processes can streamline call follow-ups in several ways. Automated processes can streamline call follow-ups in several ways.
Contact Center Pipeline
AUGUST 26, 2020
But businesses of all types and sizes rely on outbound calling to generate sales and drive revenue. In many cases, they turn to third-party call center outsourcers for the necessary resources and expertise. Selling a product or service over the phone isn’t easy—ask anyone who’s ever done it for a living.
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
She’ll explore how to pinpoint, measure, and attain benefits such as increased revenue per customer, call reduction, reduced attrition, referral growth, and reduced cost-to-serve through CX improvements, all while actively engaging your customers.
Callminer
FEBRUARY 14, 2017
What is after-call work (ACW)? Learn how post-call processing works, the challenges of ACW for call centers, and the best practices that can boost productivity and produce ROI.” The post What is After-Call Work (ACW) or Post-Call Processing? ” Blog Post Here.
Callminer
SEPTEMBER 15, 2019
Tracking the time agents spend on after call work is an important component of running an efficient call center. Here’s how ACW tracking can benefit your company.
Advertiser: ZoomInfo
Think about it: with outbound prospecting, requests from management, scheduled demos, and inbound calls, chaos can quickly work its way into your strategy, deeming a “speed wins” selling mentality downright ineffective. The bottom line is that, in B2B sales, speed is useless without control. What's covered: Targeted prospecting.
Speaker: Helena Chen, Director of Product Marketing & Marilyn Cassedy, VP of Customer Success
To cope with the struggle of hiring and retaining agents, call center leaders are offering more pay, more employee perks, and more training. Why it’s time to rethink agent performance KPIs and handling processes. Combined with the Great Resignation and a candidate-driven market, it’s become a perfect storm for contact centers.
Advertiser: The Office Gurus
As more merchants are processing credit card payments over the phone and storing credit card data, the importance of providing data security becomes paramount. The businesses, as well as any call centers they partner with, NEED to be PCI compliant.
Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.
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Companies invest millions each year to optimize their call center sales processes and results, yet research shows that sales representatives are not actually doing the basic behaviors defined by the carefully crafted workflows.
Speaker: Brian Morin & Helena Chen from SmartAction
Some customer service interactions require a human —but just because some calls must be transferred to a live agent doesn’t mean they can’t all begin with AI. In a 6-minute customer service call, 75% of that time goes to live agents doing manual research. Only 25% of the call is valued customer interaction.
Speaker: Tiffany Anderson, Director CX Process/Initiatives, Purchasing Power & Brian Morin, CMO, SmartAction
Everyone knows they need to implement conversational AI to automate more calls and chats, but there’s just one problem: conversations with machines aren’t easy. Key takeaways: Step-by-step process for conversational AI self-service implementation.
Advertiser: ZoomInfo
Every go-to-market team knows the frustrations that come from a drawn-out sales process. Dig into our data-backed guide to learn: Proven methods for warming up cold calls Coaching points for responding to price pressure early and often Front-line examples of how to win the battle for customer retention How can you speed it up?
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