JustCall

APRIL 3, 2024

A surge in call volume is always good news for your business. It shows more customers are interested in your product or service. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. It can further lead to a dip in customer experience and a shrinking ROI.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Hodusoft

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 2022. Contact centers and several other industries’ survival through the first few months of COVID-19 meant swift operational reboots primarily through work from home transitions. Let’s find out.

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98

SmartAction

APRIL 11, 2024

Virtual voice agents can be a blessing or a curse for your customers. Done right, they provide a rich, natural, personalized experience that soothes frazzled nerves and either swiftly provides a relevant automated answer or directs them to a live agent who can help. If all of your customers are senior citizens, use a more mature voice.

52

52

SmartAction

NOVEMBER 8, 2023

Virtual voice agents can be a blessing or a curse for your customers. Done right, they provide a rich, natural, personalized experience that soothes frazzled nerves and either swiftly provides a relevant automated answer or directs them to a live agent who can help. If all of your customers are senior citizens, use a more mature voice.

Virtual Agent 88

Virtual Agent Interactive Voice Response Call flow Contact Center 88

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . It ties up lines and makes the whole center fall behind. Tyler Riddell.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. That’s one of their most potent tools to deliver exceptional customer service. MSPs must ensure that their call center is equipped with the right type of technology tools.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

TeleDirect

MAY 2, 2023

Learn why call center quality assurance (QA) is essential for customer satisfaction. Call Center Quality Assurance: Why Is It Important? However, that focus often falls by the wayside when it comes to another important facet of their business — customer service and communication.

Call Center 62

Call Center outsourcing Call flow Contact Center 62

JustCall

FEBRUARY 3, 2021

Call center managers are the ringmasters of all operations in a call center. Likewise, sales and customer support managers supervise corresponding agents. In this blog, managers will learn how to turn their agents into seasoned experts at handling customers and prospects with call monitoring.

Analytics 98

Analytics Interactive Voice Response call center software Call Center 98

NobelBiz

MARCH 12, 2024

Customer demands are ever-changing and more often than not, they become more and more difficult to keep up with for a lot of businesses. Customers today expect seamless and personalized interactions across all touch points. Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Spearline

NOVEMBER 17, 2022

Contact centers and unified communications services that rely on DTMF need to know that their calls are connecting properly and that their customers are getting through to the correct departments. These in-band signals are combined to create a unique signal pair and then transmitted through voice channels.

Interactive Voice Response 52

Interactive Voice Response Telecommunications Call flow Contact Center 52

USAN

JUNE 14, 2022

Contact center turnover rates have historically been high. These factors create more opportunities for agents looking to leave the contact center industry. These factors create more opportunities for agents looking to leave the contact center industry. What is causing the increasing agent churn?

Contact Center 52

Contact Center Gamification Construction Technology 52

Beyond Philosophy

JANUARY 3, 2017

Both are essential in customer experience, and particularly for the role of employees in delivering superior, differentiated value (or in undermining or destroying it). Both are essential in customer experience, and particularly for the role of employees in delivering superior, differentiated value (or in undermining or destroying it).

Consulting 192

Consulting Consulting Interactive Voice Response Customer centricity 192

Spearline

FEBRUARY 15, 2023

Interactive Voice Response (IVR) technology is a widely used, highly effective means of automating customer contact services. It is a game changer for call centers, freeing up human agents by routing and deflecting calls, providing recorded responses to FAQs, and even providing account information and accepting payments.

Interactive Voice Response 52

Interactive Voice Response Call flow Customer centricity Technology 52

NobelBiz

JANUARY 23, 2024

As a call center owner, manager, or supervisor, are you grappling with the challenges of elevating customer satisfaction, retention and boosting lead generation? The answer to these pressing concerns may lie in the transformative power of Customer Support as a Service (CSaaS).

Customer Support 52

Customer Support Contact Center contact center solutions outsourcing 52

Spearline

SEPTEMBER 27, 2022

If you’ve ever had to ‘say or press one for English’ then you already have experience with IVR. Before we get to the nitty gritty of Spearline’s IVR testing tool , let’s take a whistle-stop tour of IVR through the last 30+ years. Nowadays, the IVR system is an integral part of the daily customer journey.

Interactive Voice Response 52

Interactive Voice Response Abandon rate Wait times Enterprise 52

Call Experts

APRIL 14, 2023

IVR systems are designed to streamline communication and customer service for businesses through automation and simplifying interactions with callers. McKinsey explains that at one North American call center alone, over 10 million customer requests are handled by IVR technology annually. How Do IVR Systems Work?

Interactive Voice Response 52

Interactive Voice Response Self service Wait times Call Center 52

aircall

FEBRUARY 3, 2023

If you’re using Telzio but your customer-facing teams are scaling faster than you can hire, does it still meet your needs? Analytics Without in-depth analytics that tell the story of your customer-centric teams’ performance, it’s nearly impossible to identify potential problems and resolve them before they escalate and impact customers.

CRM 62

CRM Analytics call center solutions Interactive Voice Response 62

SmartAction

NOVEMBER 30, 2021

Customer experience has been on a path of transformation since the days of "Press 1 for." pay my loan, check my balance, or transfer funds," which became the new way to start a customer service conversation through traditional speech IVRs around 2016. This is called a directed dialogue approach. No leading.

Virtual Agent 83

Virtual Agent Interactive Voice Response Contact Center Customer Experience 83

Spearline

SEPTEMBER 28, 2022

If you’ve ever had to ‘say or press one for English’ then you already have experience with IVR. Before we get to the nitty gritty of Spearline’s suite of IVR testing services , let’s take a whistle-stop tour of IVR through the last 30+ years. Nowadays, the IVR system is an integral part of the daily customer journey.

Interactive Voice Response 52

Interactive Voice Response Abandon rate Call flow industry standards 52

aircall

APRIL 21, 2021

Nothing frustrates customers more than being passed around from one sales or support agent to the next having to repeat their concern over and over again. There are a variety of ways to set up a phone system to route customer calls. All that makes for a good customer experience. . What Is Skill-Based Routing?

Best practices 62

Best practices Call Center Interactive Voice Response Automatic Callback 62

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. Other shifts include telcos trying to block calls they deem excessive and labeling calls as spam likely. The days of just loading up a list and cold-calling people are gone.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

Avaya

MAY 31, 2017

Consider the customer engagement or contact center industry as it’s commonly known. It’s rare when two words can make such an impact in every company, worldwide, invoking an equal level of heightened fear and extreme optimism. At Avaya, we have that vision, experience and expertise. 2 contact center company.

Contact Center 81

Contact Center Enterprise Analytics Sales 81

ViiBE Blog

FEBRUARY 9, 2021

Recently the definition has been expanded to include the sharing of all information assets which includes databases, documents, procedures, and expertise and experience in individual workers. By sharing archived expert knowledge, novice employees have access to real-world experiences. What is the purpose of knowledge management?

Management 52

Management Construction Best practices Call Center 52

SmartAction

MAY 23, 2019

This is the fifth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text. Step 4>> . . What does a best-of-breed CX team look like?

Self service 40

Self service Virtual Agent Contact Center Engineering 40

VocalCom

OCTOBER 9, 2017

Here are five ways companies can empower sales agents to reach their optimal performance. No matter what the agent’s personality may be, interpersonal skills can be acquired and polished through training. Recording sales agent calls can help supervisors identify any weaknesses that need to be addressed.

Sales 48

Sales Scripts Contact center software Gamification 48

VocalCom

OCTOBER 9, 2017

Here are five ways companies can empower sales agents to reach their optimal performance. No matter what the agent’s personality may be, interpersonal skills can be acquired and polished through training. Recording sales agent calls can help supervisors identify any weaknesses that need to be addressed.

Sales 48

Sales Scripts Contact center software Gamification 48

JustCall

MARCH 21, 2022

This blog looks at how sales training should be approached by breaking it down into a clear 4-week timeline and how to structure your training into modules that can make it more effective. What CRM are you using, are you using any Sales Intelligence or Sales Calling platforms? Conduct a Run-through of the Company’s Sales Process.

Sales 52

Sales Coaching Scripts CRM 52

Enghouse Interactive

MAY 21, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Using the right approach will enable your organization to deliver better service, protect callers and agents and ensure customer contacts result in positive outcomes.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Using the right approach will enable your organization to deliver better service, protect callers and agents and ensure customer contacts result in positive outcomes.

Quality management 40

Quality management Management Scripts Call flow 40

Etech

DECEMBER 7, 2017

While androids are both an operating system and a sci-fi concept that’s becoming more realistic with each passing day, the artificial intelligence that powers androids has started to ease its way into the call center industry. The right balance of hands-on/ hands-off is beneficial to both customer and call center agent.

Call Center 83

Call Center Entertainment Engineering Contact Center 83

Pipkins

SEPTEMBER 11, 2020

David Borden has joined our customer care department. He has a background in call center operations management for five years, workforce management for five years, and has eight years of management experience. He is very outgoing and eager to meet our customers. We have a couple new people on the team!

contact center solutions 69

contact center solutions Call Center Customer Care outsourcing 69

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. It’s a strategy that’s based on putting your customer first, and at the core of your business.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Aspect

DECEMBER 7, 2017

Everybody likes a good mystery but not when it comes to operating a contact center – and speech analytics software continues to be a mystery to many contact center decision-makers despite the fact that it has proven to be an extremely valuable workforce optimization tool. How do they explain it to the CFO?

Analytics 35

Analytics Contact Center Technology Customer retention 35

Natalie Petouhof

FEBRUARY 22, 2016

Tweet Cloud-Based Customer Service and Customer Experience. announced its acquisition of Contact Solutions , a leading provider of real-time, contextual customer care solutions. The combination of Contact Solutions and Verint will increase the value proposition that customers of both companies receive.

Customer Experience 40

Customer Experience Customer Service Self service Analytics 40

aircall

MAY 28, 2021

Overall, text messages are an efficient way for businesses to interact with customers. With best practices for text messaging, your customer-facing teams will provide better service, while your sales and marketing teams can better interact with leads on a more personalized scale to more efficiently close deals. SMS Strategy for Sales.

Best practices 62

Best practices Sales Wireless Marketing 62

CrazyCall

JANUARY 24, 2019

Optimism – helps to deal with sales daily life: objections and frustration. Positive attitude protects sales rep from taking objections personally and allows to work through them to turn that NO into YES. Persistence – sales work in a timeframe, like any human contact. Do they follow up on calls and meetings?

Sales 90

Sales Feedback Education CRM 90

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40