The Northridge Group

APRIL 8, 2024

Add in artificial intelligence, and the waters can immediately become murky. In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area.

Technology 105

Technology Finance Government Healthcare 105

Fonolo

JANUARY 12, 2023

The same holds when considering how artificial intelligence is changing the contact center. . Most managers also rely on an analytics package (or several, depending on how integrated your software is) to monitor KPIs. For your agents? And your operation? How to Buy Contact Center Software.

Contact Center 138

Contact Center Interactive Voice Response First call resolution Contact center software 138

TechSee

APRIL 24, 2023

In this post, we will explore the impact of economic inflation, and five best practices for improving performance by driving adoption of the technology innovations leaders have already made in order to boost service efficiency. Every executive in this closed forum shared that due to economic uncertainty, efficiency is their leading concern.

Average Handle Time 109

Average Handle Time Best practices First call resolution Coaching 109

JustCall

APRIL 15, 2024

Is your sales dial tone sounding like a dead end? Spam filters and call screening tools further complicate matters, increasing the demand for dialing solutions to improve call connect and pickup rates. In this article, we’ll explore unique strategies and tools designed to increase the customer contact rate.

Call Center 52

Call Center Multichannel Benchmark CRM 52

TechSee

MAY 4, 2023

The potential of AI is enormous, ranging from predicting equipment issues to optimizing technician scheduling, among other applications. Machine Learning and AI for the field From a field service perspective, what does machine learning offer, and how can it benefit partners?

Self service 109

Self service Consulting Consulting Technology 109

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. Employee self-service allows employees to access a host of information and take care of simple processes themselves, such as requesting leave, checking on their schedules, performing shift swaps, and viewing their performance against KPI metrics.

Self service 85

Self service Management Coaching Contact Center 85

Call Design

AUGUST 30, 2022

Find how intelligent automation is empowering contact centres and helping them overcome some of the challenges they face: The Expense and Loss of Experience due to high Employee Attrition rates. Team leaders and/or the WFM team spend a huge amount of time updating schedules with exceptions in the WFM system.

Coaching 78

Coaching Best practices Metrics Management 78

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. If your agents have polite, customer interactions — that’s great! Then, act on your results.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Global Response

FEBRUARY 26, 2024

Let’s explore the ins and outs of medical call centers, how they can benefit your practice, and offer some tips for success. Some handle routine services like scheduling appointments and sending reminders. When you need urgent access to care, you need urgent access to care immediately.

Best practices 62

Best practices Call Center Healthcare Education 62

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

Call Design

MAY 10, 2022

With real time automation you can improve efficiency and create a better customer experience for both customers and staff. The software connects to both your contact centre platform and your workforce management system enabling it to monitor queues and update schedules with changes in real time. Increased Productivity.

Customer Experience 78

Customer Experience Management 78

TeamSupport

DECEMBER 20, 2023

Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd. Needless to say, the stakes are high.

Customer Support 108

Customer Support Feedback Chatbots CRM 108

Global Response

MAY 1, 2023

The short answer is yes, but if you’re currently swimming in a sea of workforce management softwares, or looking for ways to make your call center processes more efficient, it might seem overwhelming. The appropriate number of staff and shifts are typically based on that forecasted call volume.

Call Center 62

Call Center Management outsourcing Coaching 62

SmartAction

DECEMBER 8, 2023

This was where Alex, a visionary contact center manager, worked tirelessly to improve efficiency and customer satisfaction. Labor costs dipped by 25%, operational efficiency soared, and the ROI started to climb, marking the first victory in Alex’s ambitious plan. It was a game-changer.

Virtual Agent 79

Virtual Agent Contact Center Upselling Interactive Voice Response 79

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? This guide will explore the whats, hows, and whys of workforce optimization. If you think about that, you’ll do things differently.”

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Call Design

JULY 6, 2021

Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. How quickly you wish to answer the contacts.?There Customer Satisfaction. Service Goals. Net Promoter Score.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

SmartAction

NOVEMBER 15, 2023

With today’s technology, the top conversational design companies are now creating, “How can I help you today?” rather than “Would you like to schedule a new appointment or update an existing one? The evolution of self-service reflects the ever-changing landscape of technology and consumer expectations. Or is it something else?”

Self service 99

Self service Virtual Agent Chatbots Analytics 99

Fonolo

NOVEMBER 29, 2022

Overhauling your call center operations can seem outright impossible without a little guidance and know-how. Whether you are that new call center manager or a seasoned pro who wants to pick up some new ideas, we’ve packaged everything you need to know to help you improve your call center performance.

Call Center 126

Call Center Contact Center Abandon rate Average Handle Time 126

Fonolo

APRIL 15, 2021

But what exactly does it mean, and how can you leverage it to better your business? Occupancy rate refers to the amount of active time your agents spend handling calls. Active time includes the time your agents spend engaging with a caller, on hold, and completing work after the call concludes. Optimize your staffing.

Call Center 152

Call Center Metrics Contact Center outsourcing 152

Hodusoft

JUNE 1, 2022

With the rise of tech-savvy mobile users and the internet being readily available for all, the number of spam calls has significantly increased. Read Also: How to Choose the Best Auto Dialer for Your Business The good news is that you can overcome these challenges and drive more conversations over the call by using automated dialer software.

Telemarketing 111

Telemarketing Call Center Contact center software call center software 111

Playvox

APRIL 19, 2023

Being able to strategically plan and prioritize tasks not only ensures your customers get the service and support they need in a timely manner, but it also increases agent productivity, decreases overall stress, and improves job satisfaction. Time management is the process of planning how to divide your time among activities.

Time management 56

Time management Contact Center Management Schedule adherence 56

Hodusoft

JANUARY 11, 2022

2022 Checklist on How to Choose the Best Auto Dialer for Your Business. Therefore, if you are in the process of searching for an autodialer and want some reliable ways to optimize and increase call rates immediately, you need an efficient understanding of autodialers. What is an autodialer?

Outbound sales 119

Outbound sales Call flow Contact Center APIs 119

TeamSupport

NOVEMBER 30, 2023

Your company’s reputation depends on excellent customer support. While digital channels are effective at capturing customer information, a company must be diligent in creating a process where the channel is capturing the customer information needed to resolve customer issues quickly and efficiently.

Customer Service 106

Customer Service B2B Customer Support Customer centricity 106

SharpenCX

OCTOBER 6, 2021

If your contact center is filled with tired, stressed, irritable employees, your customers will notice. According to Gallup’s State of the American Workplace report, engaged employees are more likely to improve customer relationships, increasing sales by 20%. Shift your focus from only the numbers.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

Global Response

FEBRUARY 28, 2024

Let’s explore healthcare BPO services and how your organization can effectively utilize them. The aim is to enhance efficiency, reduce costs, and improve service quality. These services help reduce overhead costs and improve efficiency. These services help reduce overhead costs and improve efficiency.

Healthcare 62

Healthcare outsourcing Best practices Business Process Outsourcing 62

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. Read on for a complete guide on how to improve operational efficiency and deliver a better customer experience (CX) through WFM. We try different serums and potions, yet somehow wake up with new wrinkles.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Global Response

MARCH 27, 2024

This comprehensive guide offers insight into how you can revolutionize your customer service through data-driven decision-making. It aims to improve service delivery, enhance customer satisfaction, and optimize operational efficiency. Understanding big data analytics in call centers First off, what is big data analytics?

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Fonolo

MARCH 29, 2022

What does efficiency mean to call center leaders? There’s a lot that goes into running an efficient call center. How to Foster Agent Engagement in a Hybrid Contact Center. Because your call center agents are among your biggest assets, and proper management results in better operational efficiency.

Call Center 81

Call Center call center workforce Management Average Handle Time 81

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! Trust us; it’s worth the effort to review your operations and pinpoint the places where automation can offer the most significant payload.

Call Center 135

Call Center Contact Center Wait times Chatbots 135

CSM Magazine

JANUARY 8, 2024

But what we customers rarely consider is how these letdowns often start with inefficient manufacturing processes. The truth is, as a maker and shipper of products, your manufacturing efficiency has a huge impact on customer satisfaction. When your production workflows are optimized, orders can be processed faster.

Customer Experience 52

Customer Experience Brand ambassadors Engineering Advertising 52

Call Experts

OCTOBER 12, 2023

In this blog, we’ll explore the intricacies of call routing, its significance in modern customer service, and how it can enhance the customer experience. Join us as we dive into the world of call routing and discover how it ensures that when you say, “I need to speak to someone,” you get exactly that.

Interactive Voice Response 105

Interactive Voice Response Technical Support call center solutions Technology 105

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. Are agents working on what they are scheduled to do? Look at schedule adherence and schedule compliance metrics.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

VirtualPBX

JUNE 21, 2023

As the summer season approaches, businesses are actively seeking ways to reduce operating costs while maintaining efficient communication systems. In this blog post, we will explore six impactful ways VirtualPBX can significantly lower your business’s operating costs this summer.

voip 98

voip Call Logging Telecommunications Morale 98

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty.

Customer Support 52

Customer Support Contact center software Business Process Outsourcing Interactive Voice Response 52

IdeasUnlimited

NOVEMBER 15, 2023

In today’s fast-paced business world, staying competitive and efficient is key to success. Whether you’re in real estate, sales, or managing social media, virtual assistants can play a pivotal role in enhancing your productivity and profitability. What Are Virtual Assistant Services?

Real estate 59

Real estate outsourcing CRM Sales 59

Call Design

DECEMBER 5, 2023

Their frontline experience in operations provides them with insights into how different departments can work together more efficiently. This position enables them to identify opportunities for driving efficiencies, reducing costs and optimising resources, making them invaluable in strategic planning discussions.

Management 78

Management Analytics Employee engagement Customer Experience 78