BlueOcean

JANUARY 30, 2024

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. What math should go into the business case around call center outsourcing costs? (Or In those models, you’re not on the hook for agent time spent in ready , or in the coffee room.

outsourcing 118

outsourcing Contact Center Call Center Customer Care 118

The Northridge Group

APRIL 15, 2024

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. Part 2: AI and Business Processes: How can it help? How can it hurt?

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

TechSee

MARCH 21, 2024

By popular demand, we are now offering this AI-automated guided flow as a packaged solution. By popular demand, we are now offering this AI-automated guided flow as a packaged solution. However, the installation process for fiber optic services, particularly for residential customers, often presents significant challenges.

Self service 124

Self service APIs Upselling Contact Center 124

Lumoa

APRIL 28, 2024

At the same time, your customers expect to get the same level of support , no matter if they reach out on Facebook or via email. Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. The pressure is rising for businesses to step up their CX game.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. Now consumers really prefer and expect self-serve options.”

Self service 142

Self service Contact Center Chatbots Consulting 142

3CLogic

APRIL 10, 2024

A digital-first approach lies at the core of every contact center’s transformation strategy, yet solely relying on digital channels risks damaging your customer service. In this article, we’ll explore how to streamline service management by adopting an omnichannel engagement workspace.

Management 64

Management Call Logging CRM Call flow 64

Playvox

FEBRUARY 6, 2024

They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement. They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement. What do they have in common?

Quality management 83

Quality management Customer centricity Management Contact Center 83

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 105

Call Center Management Wait times Contact Center 105

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. The bots can answer FAQs, provide self-service experiences, or triage customer requests before transferring to a human agent.

Cloud contact 93

Cloud contact Chatbots Contact Center APIs 93

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. As technology gets smarter and more intuitive, so does the contact center that benefits from it. Read on for an introduction to call center automation, plus our top software picks!

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

NobelBiz

APRIL 23, 2024

These agencies typically come into play when a debtor fails to pay their bills or loans within the agreed time frame, and the original creditor has been unsuccessful in their attempts to collect the amount owed. Initial Contact : The agency contacts the debtor to inform them about the debt and their intention to collect.

Customer centricity 59

Customer centricity Contact Center Technology Telemarketing 59

NobelBiz

DECEMBER 11, 2023

Effective call flow management has the potential to revolutionize customer service, sales, and overall business operations. Call flows are essential for contact centers as they provide a structured framework for managing customer interactions. Queue management includes hold music or comfort messages.

Call flow 105

Call flow Interactive Voice Response Customer Experience Contact Center 105

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

Fonolo

NOVEMBER 8, 2022

High call volumes are three words that can strike fear into the heart of any call center professional. The occasional call spike is hardly cause for concern — however, if your call center agents are struggling to manage daily volumes , you risk a lot more than a few abandoned calls. Focus on First Contact Resolution.

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

COPC

APRIL 1, 2024

This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. The challenge of keeping pace with changing customer expectations looms large.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Call Experts

APRIL 8, 2024

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. We rely heavily on these essential services, from electricity and water to telecommunications and internet services. When Did Call Centers Become the Standard? Thus, the idea of using a contact center for utilities was born.

Contact Center 52

Contact Center Customer Service Self service Call Center 52

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 52

Call Center Chatbots Virtual Agent Contact Center 52

Outsource Consultants

JULY 25, 2023

As artificial intelligence has become a driving force for change in various industries, the call center industry is no exception. With its ability to mimic human intelligence and process vast amounts of data, AI is transforming the way call centers operate. This AI creates an output based on the information put into it.

Call Center 128

Call Center Interactive Voice Response Technology Chatbots 128

Real Blue Sky

APRIL 17, 2023

The contact center is the primary hub of contact between your organization and your customers. It is critical that contact centers operate effectively to efficiently meet customer expectations. Growing Contact Volumes and Increasingly Complex Interactions One of the biggest challenges is high contact volume.

Contact Center 98

Contact Center Metrics Technology Self service 98

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . Call center development is an essential subset of any overall business development plan.

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Fonolo

DECEMBER 8, 2020

AI has been making a relentless assault on the contact center for several years. Read All the Contact Center Trends Here: Contact Center Trends 2021. Contact Center Execs Had Been ‘Back-Burnering’ Upgrades. Read All the Contact Center Trends Here: Contact Center Trends 2021.

Contact Center 154

Contact Center Benchmark Technology Wait times 154

AWS Machine Learning

MARCH 1, 2024

The rise of artificial intelligence (AI) has created opportunities to improve the customer experience in the contact center space. With Amazon Lex bots, you can use conversational AI capabilities to enable these capabilities within your call center.

Chatbots 96

Chatbots APIs Self service Contact Center 96

Customer Service Life

DECEMBER 20, 2023

I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system. Here’s the thing about contact center agents and the word “No” I firmly believe that contact center agents don’t actually like to tell customers they can’t do something.

Upselling 83

Upselling Contact Center Engineering Banking 83

Fonolo

AUGUST 29, 2018

In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. Contact center professionals? Sheri Greenhaus – Managing Partner CRMXchange. Start there first.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Fonolo

OCTOBER 7, 2021

That’s why it’s more important than ever to have a superior customer service strategy — that includes ensuring your retail contact center operations are optimized for a smooth customer experience. The Contact Center Guide to Managing Spikes in Call Volume. of retail contact center leaders.

Contact Center 141

Contact Center Call Center Interactive Voice Response outsourcing 141

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

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. However, managing remote teams effectively comes with its own set of challenges. First, let’s define remote work.

Management 88

Management Gamification Calibration Quality management 88

Fonolo

JANUARY 12, 2023

The same holds when considering how artificial intelligence is changing the contact center. . Tools like interactive voice response (IVR) and smart call routing are tried and true ways to save time and money – and offer better service. Improved contact center operations . For your agents?

Contact Center 138

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

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Upstream Works

JUNE 9, 2022

When talking about a company’s mission – its reason for being – he said that you need to go back in time to when you first started the company. It didn’t actually happen when we first started the company – that was sort of a reluctant buyout at the time. The contact center was even more complicated.

Contact Center 157

Contact Center Brand ambassadors Call Center Virtual Agent 157

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Today, contact centers are increasingly viewed by businesses as the key to understanding customers. Every contact center uses them.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. How Do You Identify Top Customer Service Talent? Do the KPIs you use now to measure employee performance accurately reflect each agent’s real value? It may be time to take a closer look.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 60% of consumers have switched brands due to a negative contact center experience. Furthermore, good CX play a crucial role in reducing churn rate.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

NobelBiz

OCTOBER 31, 2023

At its heart, business is a bond between service providers and customers. Understanding this dynamic is crucial, especially when customers are facing their most challenging times. According to Salesforce Research , 88% of customers say the experience a company provides is as important as its product or services.

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

NobelBiz

NOVEMBER 20, 2023

Its cloud-based architecture integrates effortlessly across desktops, laptops, and mobile devices, offering a level of flexibility that enhances communication management. Its cloud-based architecture integrates effortlessly across desktops, laptops, and mobile devices, offering a level of flexibility that enhances communication management.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103