ShepHyken

APRIL 9, 2021

If you can make the customer develop a liking for you in the first five seconds of the call, it’ll greatly influence the overall interaction. Moreover, most customers who call customer service are already having a bad day. When you pick up the call, modulate your tune as you’d talk to a close friend of yours.

Customer Service 352

Customer Service Scripts voip contact center solutions 352

ShepHyken

MARCH 17, 2021

The short version is this: Dawn ordered a product from a vendor. The company recognized that it would cost more to ship to a residential address and took the time to call her and explain that changing the address could save her money. They called me a couple of hours later to tell me my car was ready. Her response was, “Wow!

Sales 431

Sales Customer Service Management Customer Experience 431

The Northridge Group

APRIL 22, 2024

You’re proud to represent your company because you believe in its products and services. With automated note-taking, AI can help complete after-call work. Without the pressure to take notes during the call, the rep can listen to the customer more intently.

Technology 76

Technology Coaching outsourcing Customer centricity 76

ShepHyken

DECEMBER 7, 2023

The Non-Sustainable Face of Traditional CX Traditional call centers, those hubs of customer interaction that operate around the clock, are an illustrative example of the sustainability challenge within the customer experience industry. Call centers consume around four times more energy per square foot than typical offices, and in the U.S.,

Call Center 149

Call Center Transportation Upselling Education 149

ShepHyken

OCTOBER 1, 2023

Speed Doesn’t Equal Success: The Limitations of AHT as a KPI by Othmar Mueller Von Blumencron (VIPdesk Connect) While top-notch products and services remain vital, the spotlight in recent years has undeniably shifted to the customer experience as a pivotal factor distinguishing one brand from another. If so, read this article.

Customer Service 162

Customer Service Average Handle Time Contact Center Metrics 162

Lumoa

FEBRUARY 6, 2024

Lumoa Product News for January 2024 Hey everyone! Note that you need to be an Admin in Lumoa in order to edit Topics. We created a thing called Concepts to be the solution to this problem. The post Product News – January 2024 appeared first on Lumoa. Lovely seeing you again, back with more exciting Lumoa updates!

Feedback 83

Feedback 83

InGenius

JULY 16, 2018

Productive reps are the backbone of any contact center. But when you’re dealing with a large volume of calls, even the smallest inefficiencies can add up. Common pain points like repetitive data entry, clunky call transfers, and complicated call-wrap up can all decrease agent productivity and employee satisfaction.

Contact Center 149

Contact Center Call Logging CRM Enterprise 149

Balto

SEPTEMBER 6, 2023

Balto uses best-in-class generative AI models to automatically summarize 100% of agent calls St. Louis – Balto , the first company to provide real-time guidance for contact centers, has announced that it has reached the milestone of 1 million conversations summarized with its Real-Time Notetaker product. Learn more at balto.ai/real-time-notetaker

Contact Center 52

Contact Center Enterprise Sales Marketing 52

Calltools

FEBRUARY 22, 2023

After-call work (ACW) includes all of the actions that your agents must perform after ending a phone call. Contact centers looking to streamline their processes and enhance productivity must consider ways to reduce ACW time. What Makes Up After-Call Work (ACW) Time? Creating and sharing templates is simple.

Contact Center 94

Contact Center CRM Call Center Management 94

aircall

FEBRUARY 23, 2022

We’ve been building richer conversations together since 2016—and this partnership expansion is just one way we’re continuing to increase productivity and empower sales and support teams to have more impactful conversations, by: Having all the information at their fingertips, which allows for a smooth experience as soon as the phone rings.

Customer centricity 127

Customer centricity CRM Sales Customer Experience 127

VirtualPBX

JUNE 21, 2023

6 Ways VirtualPBX Can Lower Your Business’s Operating Costs Cost-effective Call Plans : VirtualPBX offers a range of flexible and cost-effective plans that are tailored to suit your business’s specific needs. Furthermore, embracing remote work promotes work-life balance, boosts employee morale, and increases productivity.

voip 98

voip Call Logging Telecommunications Morale 98

JustCall

AUGUST 7, 2023

There are several aspects to a successful sales call. Depending on which stage of the sales funnel your prospect is in, the intent and treatment of the sales call must be different. Every customer agent needs to keep notes of what transpired during the call. What is a Sales Call Summary? This is where AI can help!

Sales 52

Sales Contact center software Contact Center Coaching 52

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. The importance of agent motivation in a call center cannot be overstated.

Morale 78

Morale Gamification Contact Center Quality management 78

CSM Magazine

JANUARY 9, 2023

This guide covers some ways of improving customer relationship management with phone calls. It helps companies route calls to the appropriate agents using a series of prompts and menus. For example, you can evaluate the products they have purchased before. Managers should also call the company to understand the experience.

Interactive Voice Response 93

Interactive Voice Response Management CRM Wait times 93

Fonolo

SEPTEMBER 28, 2022

Every call center knows customer feedback is precious. That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. Keep reading—we’ll guide you through everything you need to know to write a successful after-call survey!

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

Customer Service Life

FEBRUARY 29, 2024

Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. As we talk about productivity, there’s one thing we always aim NOT to do.

Contact Center 88

Contact Center Metrics Coaching Feedback 88

JustCall

JANUARY 17, 2024

Over the years, we have made many product enhancements based on the feedback from our customers. Now, let’s dig into what we’ve built for you and why: Credits for calling and SMS: The first thing we wanted to change for you was to include credits for calling (inbound and outbound) and SMS/MMS in all plans.

Feedback 52

Feedback CRM Enterprise Analytics 52

TeamSupport

MARCH 18, 2024

This is an extensive repository of resources and articles, developed by product experts, that customers can search through at their convenience. Customer Hub The Customer Support hub serves as a centralized place for all support information and product knowledge.

Self service 52

Self service Chatbots Best practices Customer Support 52

VirtualPBX

AUGUST 10, 2023

In this blog, we’ll delve into the art of crafting impactful business text messages, providing you with 15 free templates spanning across industries such as remote work , healthcare , call centers , tech companies , and financial institutions. Let’s discuss next steps in our call tomorrow.” Check it out at [Link].”

Healthcare 98

Healthcare Call Center Accountability Surveys 98

Fonolo

APRIL 6, 2021

Every time a customer interacts with one of your sales associates or call center agents, the outcome will impact how shoppers perceive your retail brand. This technique is a great way to sell products to customers without sounding too ‘salesy’, and it is the cornerstone of a well-architected customer service approach.

Best practices 126

Best practices Customer Service Upselling Sales 126

JustCall

AUGUST 8, 2023

Artificial Intelligence (AI) in the supply chain for products has the potential to revolutionize and streamline the industry, bringing unprecedented efficiency and effectiveness. This streamlines operations reduces costs, and enhances overall productivity.

Transportation 52

Transportation Chatbots Engineering Enterprise 52

Pipkins

FEBRUARY 14, 2020

. 1) Search the Internet and identify as many workforce management companies that produce the particular product needed. 2) Write down a list of questions to help you narrow down the correct product for your company. A combination of products? Make notes. Call us today! An absence management tool?

Management 99

Management Sales Personalization 99

Fonolo

JUNE 17, 2021

Employee engagement is especially important for call centers, since agent turnover tends to be higher. In this setup, employees work during hours they feel they are most productive, or hours that are more convenient for them. Your contact center can benefit from this change, as your agents do best when they feel most productive.

Call Center 140

Call Center Morale Gamification Employee engagement 140

Fonolo

OCTOBER 5, 2021

You can email this survey to customers, or have it play as a recording after they complete their call. Average NPS varies greatly by industry and the product or service your company provides, but there is a general understanding of what constitutes a “good” NPS. Take action when feedback is noted. 7–8 are Passives.

Abandon rate 153

Abandon rate Inbound sales Contact Center Surveys 153

Quadient

MAY 23, 2022

Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. . Product line category. Mon, 05/23/2022 - 12:58. Dick Bucci.

Contact Center 105

Contact Center CRM Call Center Personalization 105

aircall

NOVEMBER 7, 2022

They help you get the most out of cloud-based telephony—helping you save time, boost productivity, and enable team performance. At Aircall, we believe in building strong partnerships with best-in-class products to provide the best possible experience for our customers. Leverage Call Data to Automate the Customer Journey.

Call Logging 89

Call Logging CRM Sales Marketing 89

SharpenCX

SEPTEMBER 14, 2021

Hand-written notes are becoming rare, yet they continue to hold distinct power. Whether your team is scattered around the country, the world, or whether you’re able to meet in person, a hand-written note from managers and executives says a lot. Write your employees notes and mail them to their homes. Send words of encouragement.

Call Center 128

Call Center Customer Service Surveys Employee engagement 128

JustCall

APRIL 12, 2023

Thinking of investing in auto dialer software for your call center or sales team? Using an auto dialer can boost agent productivity and efficiency by as much as 300 to 350% (that is 3x more calls every hour per agent). An auto dialer comes in handy when manual dialing is lowering your agent’s productivity.

Scripts 52

Scripts Sales CRM Contact Center 52

JustCall

NOVEMBER 16, 2022

How Can Zoho CRM Phone Integration Improve Your Sales Team’s Productivity? Whether you are a B2B or a B2C business, Zoho CRM can skyrocket your sales team’s productivity levels. Calling made easy : It empowers businesses to reach out to key prospects and customers more easily.

CRM 52

CRM Sales Call Logging Analytics 52

ChurnZero

APRIL 1, 2024

And let’s not forget that sending out highly detailed recap emails after customer calls has never been easier. Onboarding needs to be seen as more than just getting your new customers familiar with the products or services they bought recently. AI is here to stay and it will continue to make the lives of CSMs easier as it matures.

Journey mapping 76

Journey mapping Feedback SaaS Surveys 76

SharpenCX

SEPTEMBER 16, 2021

Companies like yours constantly look for ways to optimize productivity. When you integrate your call center system with other systems, like Zendesk, you give agents access to vital customer data. He can update notes and case info in Sharpen, view his queue and see his handle times just as he would using Sharpen in a separate window.

Contact Center 128

Contact Center Interactive Voice Response Wait times Call Center 128

JustCall

NOVEMBER 23, 2022

As the name suggests, discovery calls lead to the discovery of a prospect. It is the first formal contact with them after they display an interest in your product or service. Sales discovery calls serve as an opportunity to get to know your prospects, qualify them, understand their pain points, and foster trust.

Sales 52

Sales Scripts Marketing Personalization 52

Outsource Consultants

JUNE 15, 2022

Getting products into consumers’ hands is taking longer than in pre-COVID times. Products such as vehicles and electronics have become more scarce than ever before. The availability of specific products like hardware and components that electronics and appliances need to function is decreasing for many industries.

Automotive 128

Automotive Transportation Contact Center Agent burnout 128

JustCall

FEBRUARY 17, 2022

Still making every cold call manually? Want to ramp up to more than 100 cold calls in a day with a powerful sales dialer? Sales Dialer is an outbound phone dialer system that allows you to upload contact details or lead lists via excel or through your CRM and create automated call campaigns to eliminate manual dialing effort.

Sales 104

Sales Abandon rate Real estate voip 104

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Call center analytics provide valuable insights that can help organizations improve their operations and customer experience. Analytics are also called key performance indicators or KPIs.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

VirtualPBX

SEPTEMBER 24, 2021

As a Telecommunications company with remote and hybrid employees, creating a productive and streamlined workplace is our field of expertise. Make the switch from busy, to productive with Do-Not-Disturb. DND allows you to pause all incoming call activity temporarily. Integrations. Dynamic Voicemail Boxes.

voip 98

voip Call Logging Telecommunications Call flow 98

aircall

MAY 31, 2022

After conducting customer interviews and building a composite organization, Forrester found that companies experienced a combined ROI of 373% over three years due to increased productivity, time and cost savings, integrations, and more. . There was no call dropping, and of course, it was pretty easy to use.

Consulting 62

Consulting Consulting Surveys Marketing 62