Global Response

DECEMBER 21, 2023

Does customer service really impact how your audience views your brand? Take a look for yourself: 3 out of 5 customers say that good customer service is necessary for them to feel loyal to a brand. 93% of customers are more likely to remain loyal to companies who have great customer service.

Customer Service 62

Customer Service outsourcing Chatbots Abandon rate 62

Blueship Call Center

MAY 25, 2023

Every firm must provide real customer care across all client touchpoints if it wants to guarantee that its clients are heard, helped, and happy. Customers need efficiency, comfort, reliability, and friendliness. A group of outsourced employees who manage incoming and outgoing client calls for other companies makes up a BPO call center.

outsourcing 40

outsourcing Call Center Contact Center Customer Care 40

TechSee

JUNE 1, 2021

What is Gig Customer Service? This gig-based economic format has spread to the customer service function – known as GigCX – where freelance customer support agents are sourced to perform on a per-task basis. Gig customer service: Can it really work? What is Visual Assistance?

Customer Service 109

Customer Service Upselling outsourcing Self service 109

Global Response

FEBRUARY 13, 2022

It’s certainly key for your business, but does it matter for your call center? There are a number of various location-based models for call centers, and which is right for you depends on a number of factors. Of course, an in-house call center model keeps your call center literally within your own team.

Call Center 62

Call Center outsourcing virtual call center Bilingual agents 62

TechSee

SEPTEMBER 3, 2019

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. As more companies embrace the possibilities offered by cloud-based infrastructure, the pros of employing a distributed workforce are now beginning to outweigh the cons.

Contact Center 84

Contact Center B2C Self service Contact center software 84

Global Response

MARCH 1, 2022

KPIs for call centers: 8 critical metrics to track. When it comes to KPIs for your call center, one thing is for sure: less is more. After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Skybridge

MARCH 11, 2020

Customer retention challenges are growing across every industry. In the subscription business, it has become enormous. In a recent Brightback study of subscription industry leaders, there were several key findings that reflected a growing, industry-wide urgency when it comes to customer retention.

Customer retention 52

Customer retention Call Center Customer Care outsourcing 52

Outsource Consultants

JUNE 26, 2018

What happens when empathy just isn’t enough to satisfy customers? An article by Jeremy Watkin discusses this type of dilemma that occurs within many contact centers. Watkin’s advice for all customer support leaders is to approach CSAT as more than just a number.

Customer Service 52

Customer Service outsourcing Abandon rate Average Handle Time 52

Serenova

JANUARY 7, 2020

Time and time again, we’ve seen, firsthand, how our technology solutions fuel growth by transforming the customer experience. More than a decade ago, Serenova realized technology didn’t exist that could deliver immediate, consistent and exceptional service for brands. So, we created a true cloud contact center solution that could.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

JustCall

AUGUST 19, 2022

Planning to level up your customer outreach? Earlier, businesses would outsource call centers for their sales campaigns. Not only setting up an outbound call center very simple now but it’s also incredibly affordable – provided you have the right sales call center software (more on this later).

Call Center 52

Call Center call center software Outbound sales Sales 52

Hodusoft

JANUARY 13, 2022

Combining those features with subscription-based pricing is generally much less costly than an old-fashioned PSTN phone. Shifting to VoIP-based systems is now easier than ever. Cloud Contact Center software. They are used to manage all voice and video communication. Top Reasons For Businesses To Use VoIP?

voip 52

voip Contact center software APIs Cloud contact 52

JustCall

NOVEMBER 25, 2022

Voice analytics tools can assist call center agents in recognizing when clients are angry or stressed so they can respond in the moment or better after knowing the fact. Such software for contact centers sometimes comes with a preloaded function for speech analytics, or it can be integrated with it. NICE CXone.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

Global Response

MARCH 27, 2023

Can great customer service really impact your brand, or is good customer service good enough? In today’s saturated marketplace, customer service matters more than ever. 68% of customers will pay more for products or services from brands known for their excellent customer service.

Customer Service 62

Customer Service Chatbots Self service Personalization 62

Fonolo

JANUARY 30, 2019

Avaya made good use of its annual Avaya ENGAGE® conference to show off its new branding while impressing partners, press, analysts, and customers with its momentum. Avaya IX Digital Contact Center: Voice, omni-channel, desktop, and workforce engagement. At the same time, all cloud initiatives are under a new OneCloud brand.

Contact Center 57

Contact Center Call Center Analytics outsourcing 57

Robert Davis

APRIL 5, 2018

both in-house and outsourced, rose from fewer than 80,000 to 565,000. In recent years, telemarketing providers have banded together to project a new image based on customer engagement and compliance. Welcome to the age of customer engagement. million, according to the Ad Age Encyclopedia of Advertising.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

both in-house and outsourced, rose from fewer than 80,000 to 565,000. In recent years, telemarketing providers have banded together to project a new image based on customer engagement and compliance. Welcome to the age of customer engagement. million, according to the Ad Age Encyclopedia of Advertising.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

SmartAction

OCTOBER 8, 2018

A better alternative exists for call centers that still use live agents for even the most routine and repetitive inquiries. It’s artificial intelligence (AI), and it is being incorporated into existing call centers – with a low amount of effort – to benefit both the business AND its customers. Implementing Conversational AI.

Call Center 40

Call Center Virtual Agent Chatbots Self service 40

Noble Systems

JANUARY 21, 2019

Sales SPIFFs and contests have been used to incentivize contact center agents to sell more for decades. If the hierarchy sounds familiar, it’s probably because the actions required at each of the five levels correspond to the sales cycle stages you’d typically find in a customer relationship management (CRM) system.

Gamification 61

Gamification Sales CRM Contact Center 61

aircall

OCTOBER 5, 2016

A virtual call center is a contact center whose agents work remotely. Virtual call center software lets a team work from dispersed locations, while remaining a cohesive unit and performing with easy and efficiency. Virtual call centers work through Voice Over Internet Protocol. Let us show you why.

virtual call center 48

virtual call center call center software Call Center outsourcing 48

aircall

MAY 15, 2017

With the emergence of the subscription economy and in particular in the SaaS industry, we have come to distinguish 2 main business activities that contribute to the growth of a company: Hunting and Farming. They contribute to the company’s bottom line by consistently adding new customers. Evaluation of how Aircall could fulfil them.

Sales 88

Sales Accountability Engineering APIs 88

BlueOcean

DECEMBER 4, 2019

As a result, for most companies, any relationship with an outsourced customer care partner is going to have to come with stringent PCI DSS standards well-established, as well as robust data security systems solidly in place. Let’s dig into the state of PCI as it relates to customer care today. PCI Compliance Background.

outsourcing 12

outsourcing Customer Care Contact Center Interactive Voice Response 12

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. Or is a traditional call center the way to go?

Call Center 62

Call Center Contact Center outsourcing Multichannel 62

Expivia

JANUARY 4, 2022

Sounds like you might be a good candidate for switching to a cloud-based contact center. A lot of traditional contact center managers don’t feel the need to switch. The truth is, every contact center could benefit from a cloud-based system. It’s not just the future of contact centers.

Contact Center 52

Contact Center Call Center APIs outsourcing 52

NobelBiz

FEBRUARY 22, 2023

The proliferation of Internet-based communications has made the transition to an IP-based corporate telephone system an unavoidable trend. Call Centers must then choose between PBX and cloud telephony implementation. What exactly is a call center PBX? The term “cloud” is frequently used to characterize service delivery.

Call Center 52

Call Center voip Contact Center Enterprise 52

NobelBiz

MAY 24, 2021

The difference between on-premise vs. cloud contact center is a topic that has become increasingly prominent in the industry. The conversation revolves around the question of what attributes matter most for a company’s ability to deliver an exceptional customer experience. What are the types of call center technologies?

Cloud contact 52

Cloud contact Contact Center call center software SaaS 52

Expivia

MARCH 1, 2022

You can create custom messages, send them instantly, and track the results. The first thing most customers do when they wake up is to look at their phones. You can hire a mobile messaging platform for just $100 monthly or outsource it. This is when a customer explicitly agrees to receive text messages from you.

Marketing 98

Marketing outsourcing Best practices Surveys 98

Tenfold - Contact Center Blog

JULY 9, 2018

Being in the frontlines, they brave through the challenges that come with delivering great customer experience on a daily basis. According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. First Contact Resolution. Cost Per Contact.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

JustCall

AUGUST 18, 2022

The popularity of VoIP has skyrocketed to the degree that popular VoIP service providers, such as Skype and Zoom, have become a common household name! The provider could be your in-house team, or the service can be outsourced to experts. Do Not Disturb, or DND, helps in giving your customers your undivided attention.

voip 52

voip Interactive Voice Response outsourcing Engineering 52

Kayako

OCTOBER 13, 2016

Can you imagine a world where customer service was over physical mail? Customer service has had many different approaches over the last 100 years, but one thing has remained consistent: Customers have always wanted effortless interactions. Customers want more personable service experiences.

Personalization 81

Personalization Customer Service outsourcing Technical Support 81

SmartAction

APRIL 24, 2019

This is the second of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Read Part 1 here >> Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice.

Virtual Agent 46

Virtual Agent Self service Best practices Chatbots 46

BlueOcean

SEPTEMBER 4, 2019

Considering outsourced customer service for the first time? It’s likely you already outsource many other areas of your business, but we get it: outsourcing those critical frontline interactions with your customers feels like a whole new ballgame. The Impact of Outsourcing on Your Bottom Line.

outsourcing 63

outsourcing Customer Service Real estate Contact Center 63

NobelBiz

JUNE 1, 2021

Customers nowadays expect a high level of service. Can a CCaaS offer them the service they require? It’s pointless to offer outstanding things at the lowest possible price if you can’t deliver exceptional customer service. Your contact center serves as your company’s storefront. What exactly is CCaaS?

voip 52

voip call center software Contact Center Call Center 52