Global Response

FEBRUARY 13, 2022

What is a Multi-Channel Contact Center? Ready to increase customer engagement and satisfaction, reduce average handle time and grow sales? Then it might be time for you to consider a multi-channel contact center for your business. So what is a multi-channel contact center?

Multichannel 62

Multichannel Contact Center Multi-channel support Average Handle Time 62

Spearline

NOVEMBER 2, 2021

And how could poor audio quality be affecting your contact center? Call durations/handling times and first call resolution If both your customer and your agent are struggling to communicate through poor audio quality, inevitably, the call can take longer to resolve.

Contact Center 52

Contact Center First call resolution Outbound sales Airlines 52

Spearline

MARCH 2, 2021

And how could poor audio quality be affecting your contact center? It’s important to get the basics right first. Call durations/handling times and first call resolution. In fact, the 2020 Contact Center Pipeline Survey found that attrition is the No. Agent experience.

Call Center 98

Call Center Customer Experience First call resolution Outbound sales 98

Vcaretec

JULY 18, 2023

The call center outsourcing best practices that result in the most successful contact center projects will be shared in this article. The problems they find in fulfilling the criteria of your contact center programme should be made evident by your outsourcer.

outsourcing 98

outsourcing Call Center Contact Center Best practices 98

Global Response

DECEMBER 21, 2022

A QA process can help improve quality of customer service by measuring qualitative data from calls and interactions alongside quantitative data. However, if your call center handles outbound sales and marketing calls, a QA process for sales is even more important.

Call Center 62

Call Center Outbound sales Feedback Best practices 62

TLC Associates

AUGUST 28, 2019

First it’s alive, then it’s dead, and then it’s back again. Whether its outbound sales or customer retention, consumers crave personalization. As data gathering machines, companies have this information available – contact center agents just need the ability to access this data. How personal do you need to get?

Customer Experience 49

Customer Experience Outbound sales First call resolution Healthcare 49

Customer Centric Support

FEBRUARY 6, 2017

Customer service and contact center staff need the tools to reduce stress, increase focus and productivity, as much, if not more than the average office worker. Unfortunately, many of the workplace mindfulness programs available require a commitment to downtime for participation that is just not practical in a contact center situation.

Call Center 90

Call Center Outbound sales Customer centricity Contact Center 90