Fonolo

FEBRUARY 14, 2023

How to Buy Contact Center Software What is Call Center Automation? Consider how IVR systems direct incoming callers to their appropriate channels, all without human intervention. Benefits of Call Center Automation You may be wondering what the benefits of implementing automation technology look like.

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

Playvox

JULY 14, 2023

Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. Consider a day in the life of an agent and find opportunities where productivity can be improved.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Serenova

MAY 21, 2020

Customers were patient and understanding, and we all adjusted to the extraordinary changes in our personal and business lives together. When Managing Schedules Becomes Unmanageable. What makes scheduling tricky is the delicate balance between understaffing and overstaffing. Work from Home Agents and Unpredictable Call Volume.

Schedule adherence 98

Schedule adherence Contact Center Morale Coaching 98

Fonolo

FEBRUARY 2, 2023

So what does an optimized and automated call center look like, and what are the benefits for your call center? What is Call Center Automation? When implemented correctly, it should significantly reduce the need for human action or intervention. In the call center world, efficiency is the name of the game.

Call Center 140

Call Center Interactive Voice Response First call resolution Self service 140

Education Services Group

JUNE 9, 2022

So, you can understand my surprise and slight uncertainty when I realize I’m holding my own; we’re about midway through the game and the scores are relatively close. Knowing that it was unlikely I’d get six points with one ball, I decide to live or die by what I do next—something that you only see happen in movies or on TV.

Finance 52

Finance Sales CRM Consulting 52

Fonolo

AUGUST 13, 2020

And what’s more, there’s technology — fantastic software that helps you track everything from customer touchpoints to customer feedback. It’s the part of the job that agents have no control over, and yet they bear the heaviest load when the time inevitably comes. What causes call spikes? overwhelm #burnout #cctr Click To Tweet.

Call Center 148

Call Center Interactive Voice Response Contact Center Management 148

Serenova

JUNE 5, 2020

Just when we were all getting (relatively) settled into our work-from-home (WFH) routines and rigid stay-in-place lockdowns, the latest stage of the pandemic has shifted our worlds again. Before COVID-19, Northwestern National Life released a survey in which 40% of respondents said they considered their jobs stressful.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

Fonolo

FEBRUARY 17, 2022

From live voice interactions to online chatting, social media messaging, and post-interaction administrative work, call center agents must juggle multiple tasks on a daily basis. What is call center workforce management? 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

Totango

FEBRUARY 5, 2021

Start by considering what’s most important to your executives. Just as you need to understand your customers to market to them effectively, you need to know what your executives’ top priorities are in order to better communicate with them. They want to know what is working and how well it is working.

Customer centricity 72

Customer centricity Metrics Enterprise Feedback 72

JustCall

AUGUST 8, 2023

When customers shop on your website, they leave behind a trail of important data points that your brand can—and should—leverage to improve their user experience. Tools like Chat-GPT have made AI the tool of the common man. This is where the application of AI in ecommerce can turn out to be a game-changer. Let’s get going.

Sales 52

Sales Best practices industry standards Personalization 52

Callminer

DECEMBER 17, 2019

This is arguably the simplest reason for a company to consider utilizing a dedicated call center to complement the rest of its workforce. When dedicated call center agents are focused exclusively on handling calls, there’s often an improvement in important call center metrics like first call resolution. Better Agent Performance.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Fonolo

AUGUST 24, 2021

A company’s work environment isn’t just about air conditioning, water cooler chats, and table tennis. Employees, especially call center agents, spend a significant portion of their lives at work. What is a healthy work environment? How to Foster Agent Engagement in a Hybrid Contact Center. Open communication. Work-life balance.

Call Center 148

Call Center Morale Best practices Contact Center 148

Etech GS

NOVEMBER 19, 2019

Have you considered implementing live chat features on your business website? For example, marketing experts say that implementing live chat support generates a 305 percent return on investment and a 20 percent increase in conversion rates. Forecasted Live Chat Volume. Technology Costs.

Upselling 72

Upselling Sales outsourcing Metrics 72

3CLogic

APRIL 13, 2022

However, this isn’t possible if you don’t have visibility into what’s happening as it’s happening. To join their ranks, start by identifying which obstacles are in your way and what it takes to overcome them. Unfortunately, many organizations have yet to reach their full potential when it comes to contact center analytics.

Contact Center 52

Contact Center Analytics Abandon rate Average Handle Time 52

NobelBiz

MAY 25, 2023

By the end, you’ll have a solid understanding of what it takes to find the perfect solution for your business needs. during the forecast period. during the forecast period. When evaluating CCaaS vendors for customer data platform solutions, prioritize flexibility and scalability. billion in 2022 to USD 19.7

call center software 98

call center software Call Center APIs Contact Center 98

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. Moreover, the sector has been forecast to surpass a gross addressable market of $50 billion by 2025. Here, we will look at the trends that look set to shape the future of CCaaS in the coming years.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

SharpenCX

MAY 20, 2020

So, what else do you need to plan for as remote work continues – in its current state and as you set new workforce standards to fit your company needs? But, that doesn’t mean we stop living, thinking or feeling. What it does mean, though, is that you need to prepare for off-the-cuff moments. The kicker? That’s where you come in.

Management 84

Management Coaching Contact Center Contact center software 84

Balto

NOVEMBER 2, 2023

A bi-annual report of your contact center’s performance and CSAT scores is no longer enough — you need a solution that tells you what’s happening right now, why it’s happening, and how you can make it better. Changing customer expectations and changing market dynamics have made it difficult for contact centers to meet customer needs.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Quiq

OCTOBER 27, 2022

Adobe’s annual forecast predicts online shopping to top $209.7 Adobe’s annual forecast predicts online shopping to top $209.7 Although wages have gone up, they haven’t kept up with cost of living increases and general price hikes. COVID-19 levels are down and most of our lives have returned to a semi-normal state.

Sales 52

Sales Personalization Surveys Marketing 52

JustCall

MARCH 28, 2023

In this blog, we will discuss how to identify the needs of customer-facing teams, how to align those needs with the right tools, and what are common types of tools your agents require to excel. This will help you understand what tools they need to better perform their roles. Let’s start!

CRM 52

CRM Sales Scripts Analytics 52

JivoChat

AUGUST 27, 2023

Here are some key considerations when selecting an E-commerce platform: Flexibility and Scalability: Choose a platform that offers flexibility and scalability to accommodate your business’s growth. Integration Capabilities: Consider the platform’s integration capabilities with third-party services and tools.

CRM 75

CRM Technical Support Analytics Customer Support 75

Global Response

DECEMBER 23, 2022

Of course, understanding which software you need, which platforms to choose, and what features to look for can be easier said than done—which is why our team of experts is here to help. What Features Should Call Center Software Have?

Call Center 62

Call Center Interactive Voice Response call center software Contact Center 62

Noble Systems

MARCH 30, 2020

As contact center agents are considered by the Cybersecurity and Infrastructure Security Agency ( CISA ) to be essential critical infrastructure workers during COVID-19, it is imperative that contact centers are equipped to handle the escalating volume of calls that they are experiencing. Optimize scheduling. Analyze issues and trends.

Management 90

Management Gamification Contact Center Coaching 90

Playvox

MAY 4, 2023

When I lived in Colombia, it seemed as if there were fruit stands on every corner. So what, exactly, do customers expect and how can you provide them with the exceptional digital customer experience they deserve? What Is A Digital Contact Center? Piña (pineapple)! Tomate de árbol (tree tomato)!

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

SharpenCX

FEBRUARY 24, 2021

Last week when snow flooded the Indianapolis roads, delivery trucks had a hard time making it into neighborhoods. I was waiting for a package (and the sun) when I got an in-app notification, followed by an email, letting me know my package wasn’t going to make it in the two-day delivery window. What is Proactive Customer Service?

Call Center 67

Call Center Customer Service Coaching Metrics 67

Talkdesk

JANUARY 13, 2020

Instead, interacting with a bot should be seamless (it understands who the customer is and their intent), efficient (it’s faster to engage with a bot than it would be to call or chat live with an agent), and accurate (it’s smart enough to respond appropriately, and it doesn’t frequently run into loops or dead ends). Impressive!

Chatbots 67

Chatbots Contact Center Metrics Scripts 67

Inbenta

JANUARY 6, 2021

Not to mention the time spent answering questions like, “what do you think is the best ERP for retail ?”. When people have a negative experience, they are more likely to share that experience with another person in one way or another. What’s the solution? But have you ever considered using it as part of the hiring process?

Chatbots 144

Chatbots Morale Engineering B2C 144

Help Scout

NOVEMBER 26, 2018

For customers, live chat is easy, effortless, and often their preferred mode of interaction with businesses. But for customer support managers responsible for scheduling their teams, live chat can be anything but easy and effortless. Imagine that covering chat is like juggling balls. It’s stressful, I get it).

Customer Support 40

Customer Support Wait times Best practices Management 40

Fonolo

JANUARY 29, 2019

Although customers begin their service journey with self-service before contacting an agent, the reality is that once self-service fails (which it does when the support issue is too complex, or when the stakes are higher for the customer), customers will take to their phones to resolve their issues. This is listed by 34% of U.S.

Call Center 85

Call Center Airlines Contact Center Self service 85

JustCall

APRIL 5, 2023

When it comes to assessing VoIP services, RingCentral often makes most lists due to its feature-rich service and the ability to access their phone across diverse devices. Monitor, Whisper, or Barge – Monitor live agent calls and provide help through whispers or by joining the call in real-time. Let’s get to it right away.

voip 52

voip Enterprise Interactive Voice Response CRM 52

NICE inContact

NOVEMBER 9, 2018

Two in three responders prefer working with a live agent as opposed to self-service or a chat-bot. However, those who use chat tend to be more satisfied because chat is considered quick, easy and convenient. However, those who use chat tend to be more satisfied because chat is considered quick, easy and convenient.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

NobelBiz

APRIL 11, 2023

What is ChatGPT, and why should you care? What is ChatGPT, and why should you care? Why Should Contact Centers Consider Adopting ChatGPT? As customer service demands continue to grow, contact centers are constantly on the lookout for innovative solutions to enhance their operations. But first, let’s define generative AI.

Contact Center 52

Contact Center Chatbots Contact center software Customer Support 52

JustCall

AUGUST 5, 2020

What are Sales Tools? It is important to remember that there is no room for error when it comes to sales. Powered by AI, Salesforce enables you to make sales forecasts through sales insights. It also comes with recommendations for sales teams on what the next course of action should ideally be. Salesforce.

Sales 98

Sales CRM Analytics Accountability 98

NobelBiz

MARCH 5, 2024

This article will be your ultimate guide on call center reporting, where we’ll take you through how Nobelbiz’s cutting-edge capabilities are redefining what it means to excel in customer service. Table of Contents What is Call Center Reporting? This includes calls, emails, live chat, and social media.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

TLC Associates

OCTOBER 23, 2019

What’s the best course of action? As you make your choice, consider these four ways the right outsourced partner can enhance your customer service results. And when a question is about a potential purchase, 82% of consumers expect a response in under ten minutes! What are the potential results? Improved Response Times.

outsourcing 40

outsourcing Contact Center Customer Service Interactive Voice Response 40

CSM Magazine

SEPTEMBER 13, 2021

But when helpdesk managers set the right Key Performance Indicators (KPI’s) for their agents, they can transform results for their customer support service. Since customers and clients have high expectations for fast and effective service provision, it’s something every helpdesk manager should be considering. Diagnose problems.

Customer Support 52

Customer Support Customer retention Technical Support Accountability 52

teleopti

AUGUST 23, 2019

Focus too heavily on what matters internally and you’ll lose sight of what really matters to agents, customers, and the overall business. The determination to boost occupancy levels can mean the same results are expected even when skills shortages or sickness play havoc with planned schedules. .

Coaching 63

Coaching Morale Best practices Contact Center 63