ShepHyken

DECEMBER 7, 2023

This week, we feature an article by Niraj Ranjan Rout, Founder and CEO of Hiver , a customer experience platform that helps teams collaborate and communicate across departments. He talks about how amazing customer experience can be sustainable. Customer experience (CX) has become a core operational necessity. In 2021, 57.4

Call Center 146

Call Center Transportation Upselling Education 146

AnomalySquared

NOVEMBER 10, 2023

To maintain and exceed guest expectations in the highly competitive hospitality industry, these establishments must embrace modern technologies and customer service strategies. One such strategy is partnering with a call center services provider, which can significantly enhance the guest experience and streamline operations.

Call Center 94

Call Center Customer Service Technology outsourcing 94

IdeasUnlimited

MARCH 6, 2024

This is where IdeasUnlimited, a leading provider of call center support services, carves its niche. At the core of IdeasUnlimited’s offerings is its comprehensive range of call center services. Apart from the traditional call center services, IdeasUnlimited offers specialized support in various domains.

Customer Support 105

Customer Support Brand ambassadors Call Center Enterprise 105

VirtualPBX

APRIL 2, 2024

No matter if your team operates from a traditional office, works remotely, or thrives in a hybrid model, you need a contact center solution that’s as dynamic and adaptable as your business itself. Enter VirtualPBX Contact Center , a game-changing solution meticulously crafted to cater to the myriad demands of modern enterprises.

contact center solutions 98

contact center solutions Contact Center CRM Analytics 98

Outsource Consultants

FEBRUARY 26, 2024

Although we remain “Switzerland” throughout your search process, we are still here to help you ask the right questions along your call center search journey to protect you and your company.” These will help drive lower costs and an overall better customer experience.

Call Center 67

Call Center outsourcing Customer Service Consulting 67

The Northridge Group

OCTOBER 12, 2023

By rethinking how your organization approaches customer support, you can transform your call center into a loyalty center that reduces churn and boosts Customer Lifetime Value (CLTV). Here are four tips for turning your call center into a loyalty center: 1. There are several ways to deliver ongoing value.

Contact Center 115

Contact Center Call Center Analytics Customer Experience 115

Nextiva

DECEMBER 7, 2021

The same goes for customer experience. Every modern call center strives to offer the best experience possible. However, a single bad experience can send loyal customers heading for the competition. Call center quality assurance ensures you're not being unresponsive […].

Call Center 131

Call Center Customer Experience 131

NobelBiz

JANUARY 9, 2024

In this article, we’ll explore how PRI and SIP can be a game-changer in your call centre’s success, ensuring swift and satisfactory results. This technology aggregates calls from national, regional, and local telephone operators, managing them through a private branch exchange (PBX) system.

Telecommunications 103

Telecommunications voip Contact Center contact center solutions 103

Fonolo

DECEMBER 15, 2022

Call center leaders are always looking for ways to take their operations to the next level. That all depends on the goals your contact center sets. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. Improve the Customer Journey.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

JustCall

APRIL 15, 2024

Call center agent burnout is a real problem, and the job demands can take a toll on even the most resilient employees. A report from Jeff Toister that covered some key call center burnout statistics reported that 59% of agents face some risk of burnout, while 28% face a severe burnout risk! Those are concerning numbers.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. These kinds of challenges often stem from vendors having minimal control over their resale of voice services, leaving many contact centers vulnerable.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

The Northridge Group

JULY 20, 2023

Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment. Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights!

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

Global Response

NOVEMBER 14, 2023

Is your traditional call center still serving your business goals? Traditional call centers are typically very dependent on in-person resources—both in-person agents as well as offices, hardware and physical tools that allow you to monitor and manage customer service calls. Is a CCaaS solution right for you?

Call Center 62

Call Center Contact Center outsourcing Multichannel 62

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? In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions.

Call Center 106

Call Center Management Wait times Contact Center 106

TechSee

APRIL 17, 2022

Your experience will depend on the agent’s next few words. ” The Modern Call Center Customer Journey. The unpleasant experience of being bounced around, waiting on hold as you are passed from one customer service agent to the next is why many consumers dread contacting customer support. Have a great day!”

Customer Experience 207

Customer Experience Self service Call Center Chatbots 207

LiveVox

MARCH 13, 2023

The technology that call centers depend on to provide customer support has come a long way thanks to AI. Artificial intelligence software has helped streamline agent workflows and has driven improved customer experiences. In the past, customer service agents were limited in the ways they could help customers.

Customer Support 88

Customer Support Call Center Technology Customer Experience 88

Vistio

FEBRUARY 5, 2024

Call centers are hubs of customer interaction and service, where agents handle numerous calls, each with unique challenges. Therefore, it is vital for call centers to invest in proper training and rehearsals to ensure their agents are well-prepared for diverse customer issues.

Call Center 52

Call Center call center software Feedback Personalization 52

NobelBiz

OCTOBER 31, 2023

To put things in perspective, let’s first look at some statistics showcasing the importance of customer support: According to Email Analytics , 77% of customers are more likely to share a positive experience with brands. In the contact center world, every second counts, and a well-timed response can turn an inquiry into a loyal customer.

Customer Support 105

Customer Support Contact center software Call Center Analytics 105

Global Response

SEPTEMBER 11, 2023

In all three cases, a bit of the right preparation can make all the difference between a good experience and a bad one. But enough metaphors—if you’re thinking about outsourcing your call center, you’re here for the straight insights. So, first things first: what exactly is an outsourced call center?

outsourcing 62

outsourcing Call Center Healthcare Service level 62

TeleDirect

FEBRUARY 14, 2024

At TeleDirect, we deliver cloud-based contact center solutions to companies and industries across America. Cloud Contact Center: What Is It & How Does It Work? Customer contact centers have come a long way. Once upon a time, they were typically run in-house, with on-site agents taking and making calls.

Cloud contact 48

Cloud contact Contact Center contact center solutions Chatbots 48

Hodusoft

OCTOBER 26, 2021

Why should you move from Legacy PBX to Modern Contact Center Software? The one point every business harping upon over the last two years unanimously is customer experience. With innovation, technological advancement, and increasing expectations of customers, modern contact center software has become imperative.

Contact center software 98

Contact center software Contact Center call center software Enterprise 98

Playvox

MARCH 5, 2024

This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. How do contact centers not only survive but thrive in this new era? McKinsey reports that around 75% of customers expect a “consistent cross-channel service experience.”

Quality management 78

Quality management Management Contact Center Coaching 78

Global Response

AUGUST 7, 2023

Your call center. In this article, we’re breaking down the recent data and future trends to demonstrate why your call center is an essential element in customer retention—and how to use it effectively. The front line of your customer service is, of course, your call center. Don’t believe us?

Customer retention 62

Customer retention Call Center Upselling Personalization 62

TeleDirect

DECEMBER 4, 2023

Our team of inbound and outbound call center agents are experts! As a BPO contact center, we understand the magic of collaboration. Their innovative APIs and cloud connection services are the perfect tools to improve our fantastic call centers. That way, you can focus entirely on your business without worrying.

Customer Service 62

Customer Service APIs call center solutions Contact Center 62

Global Response

JANUARY 22, 2024

Maisel expertly working the switchboard in the 1960s or Bob Wiley in What About Bob trying to pull a fast one on Betty, the call center representative, in the 1990s, we can picture the early days of the call center. But as technology advanced, so did the call center. Ready to perfect your CX?

Call Center 62

Call Center outsourcing Interactive Voice Response voip 62

Cyara

FEBRUARY 20, 2024

As such, it is vital to guarantee that all of your communication channels adhere to the highest standards, delivering an optimal experience to all customers. So it’s very important… that our customers can reach us the first time they call.” This will minimize downtime and ensure a more seamless experience for your customers.

Interactive Voice Response 76

Interactive Voice Response Chatbots Enterprise Abandon Call 76

Fonolo

JUNE 3, 2021

Call queues and hold times are a traditional part of the call center experience. as modern customer expectations evolve, businesses must change their service approaches accordingly. That’s where call-back technology comes in. Call-backs work with any call center platform.

Technology 136

Technology Abandon rate Interactive Voice Response Call Center 136

Helpware

MARCH 7, 2023

Providing a good customer experience goes beyond simply making the sale. As a result, call centers are essential for most businesses. While it’s a good idea to keep an open line of communication with customers, modern consumers use multiple communication platforms.

call center software 72

call center software Call Center Sales Customer Experience 72

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. To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation.

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

Global Response

APRIL 17, 2023

If so, a BPO call center partner can help. Not only can a great BPO call center manage day-to-day operations of customer service and support, but BPO outsourcing can also help boost productivity, improve processes, integrate customer data and analytics, improve QA processes and more. So how do you find that perfect fit?

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

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! What is Call Center Automation? This can help to reduce wait times and improve the customer experience. Sounds great, right?

Call Center 135

Call Center Contact Center Wait times Chatbots 135

Fonolo

NOVEMBER 8, 2022

High call volumes are three words that can strike fear into the heart of any call center professional. Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. Customer Portal.

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

Ansafone

OCTOBER 18, 2022

Those in business have come to understand that meeting the needs of customers and ensuring positive service experiences becomes the cement to a company’s foundation. Providing customer-focused services is the modern way to achieve goals while creating a reputation that fuels continual growth. Outbound Call Center Services.

Contact Center 62

Contact Center Business Process Outsourcing Telemarketing outsourcing 62