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. That’s equal to 9% of global GDP.

Morale 78

Morale Gamification Contact Center Quality management 78

Fonolo

JULY 14, 2020

Flexible working arrangements have been commonplace for some time — even prior to COVID-19. Over 70% of employers who have implemented flexible working arrangements believe that it has had a positive impact on employee engagement and motivation. Get flexible instead. Flex-Time is Probably Right for Your Contact Center.

Contact Center 126

Contact Center Morale Call Center Employee engagement 126

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Now: I order online through a delivery service or schedule a pick-up.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

Fonolo

JUNE 17, 2021

Keeping your staff motivated and satisfied in their work is vital to contact center performance. But agent engagement isn’t just about making your employees happy. Its true power lies in making your team feel involved, enthusiastic, and committed to their work and workplace. Flexible work and scheduling.

Call Center 140

Call Center Morale Gamification Employee engagement 140

Fonolo

NOVEMBER 29, 2022

New call center managers have a lot to wrap their minds around. Overhauling your call center operations can seem outright impossible without a little guidance and know-how. The success of your call center agents depends heavily on your ability to lead them to that success.

Call Center 126

Call Center Contact Center Abandon rate Average Handle Time 126

Callminer

MARCH 9, 2020

Scheduling forms the foundation of every successful call center operation. Ensuring your organization has enough hands on deck at all times keeps callers from waiting too long or abandoning calls altogether before their questions can be answered. Managing Shifts. Keeping up with Incoming Calls. Monitoring Attendance and Leave.

Best practices 182

Best practices Call Center Analytics Metrics 182

Fonolo

AUGUST 12, 2021

High call center agent productivity is every call center manager’s dream. So many factors damper agent productivity, like high call volumes and staff turnover, both of which are only too common in the call center industry. As managers, you need to be aware of your agents’ performance to ensure a good customer experience.

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

Fonolo

APRIL 19, 2022

Staffing and scheduling in the call center is much easier said than done. Try aligning time-off requests with operational needs, or managing agent availabilities with unexpectedly high call volumes, and you’ll quickly understand how tall an order this can be. Why is Call Center Scheduling Important?

Call Center 81

Call Center Management Abandon rate Contact Center 81

Monet Software

JUNE 10, 2021

8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce Engagement.at Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. the Same Time. A two-for-one.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Fonolo

OCTOBER 28, 2021

Call center agents do much more than answer the phone. To keep your customers happy, your contact center needs to know what types of transferable skills to look for in new hires, while also supporting the development of these same skills in your existing team members. Flexibility. Assertiveness.

Call Center 157

Call Center Contact Center Best practices Scripts 157

Fonolo

DECEMBER 1, 2022

Call center managers know that choosing effective software is key to success. With the right tools on board, your contact center can increase agent happiness and productivity, while hitting your KPIs and running an efficient operation that scales with ease. . How to Buy Contact Center Software.

Contact center software 87

Contact center software Contact Center Interactive Voice Response call center software 87

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Fonolo

APRIL 19, 2022

Staffing and scheduling in the call center is much easier said than done. Try aligning time-off requests with operational needs, or managing agent availabilities with unexpectedly high call volumes, and you’ll quickly understand how tall an order this can be. Why is Call Center Scheduling Important?

Call Center 67

Call Center Management Abandon rate Contact Center 67

Fonolo

AUGUST 11, 2022

Virtual call-backs have singlehandedly revolutionized the call center customer experience over the last few years. They share the same name, but film industry call-backs are quite different from the ones that improve the customer satisfaction (CSat) scores in the contact center. Let us explain! What are Virtual Call-Backs?

Interactive Voice Response 87

Interactive Voice Response Abandon rate Contact Center Technology 87

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Playvox

MAY 11, 2023

In the midst of “ quiet quitting ” and continued low unemployment, contact centers are leveraging remote work as a way to attract team members. Remote work offers a multitude of benefits for both an organization and the individual team member. As a result of the COVID-19 pandemic, many companies have opted for remote work.

Management 89

Management Contact Center Coaching Employee engagement 89

Fonolo

OCTOBER 19, 2023

If you’re in the contact center industry, 80/20 service levels are likely nothing new. You may have used 80/20 service levels in your operations! You may have wondered where those SLAs came from and if they are right for your business. Contact centers fixate on getting them right , and it’s no wonder.

Contact Center 81

Contact Center Service level Abandon rate Construction 81

Taylor Reach Group

SEPTEMBER 3, 2021

After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office. The employee revolving door is something to which most contact center leaders are accustomed.

Contact Center 139

Contact Center Morale Consulting Consulting 139

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. No matter where your customers get service, they’ll expect outstanding customer experience (CX), so you’ll have to be ready. An omnichannel customer support center connects customers’ interactions no matter where they take place.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Aspect

JANUARY 12, 2018

With Amazon Flex, the company uses a mobile app for drivers to post their personal preferred schedules, which can include very short availability windows. Other industries are quickly catching on for services such as furniture moving, dog walking and at-home makeup styling and the contact center isn’t far behind.

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

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! Trust us; it’s worth the effort to review your operations and pinpoint the places where automation can offer the most significant payload.

Call Center 135

Call Center Contact Center Wait times Chatbots 135

Aspect

MAY 6, 2020

Consider these examples: Forecasts: Many changes for working-from-home may affect the accuracy of contact forecasts, for example, new hours of operation, staffing changes, increased shrinkage, and new digital customer service channels being substituted for voice. Agents on the front line are in a rapid shift and require most initial focus.

Schedule adherence 122

Schedule adherence Management Best practices Customer retention 122

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. During the best of economic times, it’s a smart business practice.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Fonolo

AUGUST 26, 2021

Last year, COVID-19 shifted many call center environments to new models. Nation-wide lockdowns forced many call center companies to either shut down or adapt to a work-from-home model. Call centers provide a vital service to customers worldwide. The call center environment evolved to a few different forms after COVID-19.

Call Center 142

Call Center Real estate call center software Interactive Voice Response 142

Fonolo

AUGUST 19, 2021

If you’ve ever experienced burnout, you know how catastrophic it is. Burnout is a mix of feeling exhausted, negative, and distant from your job all at once. And, those stats are even higher for customer support representatives, including call center agents. How to Foster Agent Engagement in a Hybrid Contact Center.

Agent burnout 148

Agent burnout Call Center Metrics Contact Center 148

Outsource Consultants

DECEMBER 15, 2022

Run-of-the-mill benefits and compensation are no longer enough for agents; they are seeking employers who can offer them more. Contact center workers are increasingly pursuing opportunities for professional growth, positive working environments, and better perks. Provide a Path for Professional Growth.

Morale 67

Morale Call Center Contact Center Education 67

Calltools

APRIL 3, 2024

Take some time to learn about the contact center trends for 2024 that will put your team on the path to success. Focus on Customer Care All of the contact center trends you adopt should ultimately improve customer care. This lets customers handle their own needs while your agents tackle more demanding issues.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

Fonolo

JULY 13, 2021

Do your contact center agents seem tired, irritable, or emotional? However, customer support workers are at a particularly high risk of burnout, and that risk is even higher for call centers. How to Foster Agent Engagement in a Hybrid Contact Center. What causes call center burnout?

Agent burnout 81

Agent burnout Call Center Morale Contact Center 81

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. But only 40% of support center managers we talked to said they were planning to continue remote work in 2022. The State of Remote Work in Contact Centers. Leanne Y.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Fonolo

NOVEMBER 24, 2021

Contact centers face constant shifts like any industry, with contact center trends reporting more remote call centers and a heightened need for customer intelligence and improved work environments. A robust call center IVR system and strategy can support all the above trends. What is Call Center IVR?

Interactive Voice Response 87

Interactive Voice Response Best practices Call Center Contact Center 87

NobelBiz

APRIL 23, 2024

Table of Contents What is a Debt Collection Agency and How does it Work? Initial Contact : The agency contacts the debtor to inform them about the debt and their intention to collect. This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements. In the U.S.,

Customer centricity 59

Customer centricity Contact Center Technology Telemarketing 59

Global Response

MARCH 27, 2024

Call centers are increasingly turning to big data analytics as a pivotal tool for optimization. Today, we’ll explore the cutting-edge techniques and strategies at the intersection of big data analytics and call center operations. Understanding big data analytics in call centers First off, what is big data analytics?

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Playvox

JUNE 7, 2023

When I worked in contact centers, people would ask what I did for a living, and I would say Workforce Management. I would explain that it means creating schedules, but it’s so much more. Do we have the capacity to offer new services with the employees we have or do we need to hire more people ?

Management 52

Management Contact Center Abandon rate Metrics 52

COPC

MARCH 11, 2022

Contact centers have not been immune to this phenomenon. Attrition and recruiting difficulties are not new to contact centers, and strategies to combat this have been developed and honed over the years. However, there is still a possibility that labor issues are unique to that call center. Why is this?

Contact Center 85

Contact Center Customer Support outsourcing Marketing 85

Global Response

MARCH 27, 2024

An effective call center script balances consistent service quality with personalized customer interactions. Elements of an effective script First, what is a call center script? A call center script is a pre-written guide used by customer service agents to help steer conversations.

Scripts 62

Scripts Call Center Customer Service Coaching 62

Call Experts

OCTOBER 12, 2023

In this blog, we’ll explore the intricacies of call routing, its significance in modern customer service, and how it can enhance the customer experience. Join us as we dive into the world of call routing and discover how it ensures that when you say, “I need to speak to someone,” you get exactly that.

Interactive Voice Response 105

Interactive Voice Response Technical Support call center solutions Technology 105