ShepHyken

AUGUST 5, 2022

This week we feature an article by Shruti Bansal, Digital Marketing Expert at Ameyo , an AI-powered contact center solution. She shares how contact centers can use voice bots to capture, interpret, and analyze verbal input from the speaker and reply in a similar natural language.?. What is Voice bot? It allows users to?

Contact Center 179

Contact Center Interactive Voice Response Chatbots Call Center 179

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 And the over-all result will be a reduction in FTE with no loss of service or quality.

outsourcing 118

outsourcing Contact Center Call Center Customer Care 118

Global Response

FEBRUARY 26, 2024

When you need urgent access to care, you need urgent access to care immediately. That’s why medical call centers are such powerful resources. Of course, many of the calls and questions they handle are routine patient support. It’s the kind of care we all hope to have access to.

Best practices 62

Best practices Call Center Healthcare Education 62

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

OctopusTech

APRIL 18, 2024

Learning how to improve customer engagement in a call center is significant in this competitive market. Talking to customers is not enough; it is about making those conversations beneficial and considering every customer’s requirements and expectations. Call center worker accompanied by her team.

Call Center 62

Call Center Contact Center Telemarketing outsourcing 62

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

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.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. And in today’s market, there’s no shortage of solutions to choose from. As technology gets smarter and more intuitive, so does the contact center that benefits from it. Still unsure where to go from here?

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

24-7 InTouch

FEBRUARY 13, 2024

Winnipeg, MB – February 13, 2024 – IntouchCX has announced today the acquisition of Beliveo, a leading nearshore contact center and business processing outsourcer (BPO) in Mexico. IntouchCX and Beliveo are leaders in the customer care industry, focused on pairing the highest customer experience with best-in-class technology.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Fonolo

JANUARY 19, 2023

If call center retention keeps you up at night, you’re not alone. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. But stressful industries like contact centers stand out. Conversation Scheduling let callers schedule a call-back up to 15 days in the future.

Call Center 155

Call Center Brand ambassadors Contact Center Chatbots 155

Fonolo

FEBRUARY 7, 2023

A commitment to care for your personal well-being is above and beyond the customer service you might usually expect from a financial institution. But for almost 100 years, Hawaii State Federal Credit Union has been guided by this founding principal as they do business with – and care for – their 120,000 members.

Abandon rate 140

Abandon rate Customer Service Wait times Call Center 140

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

Global Response

MARCH 27, 2024

Call centers are increasingly turning to big data analytics as a pivotal tool for optimization. This transformative approach streamlines operations and significantly enhances the quality of customer interactions. 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

Fonolo

FEBRUARY 29, 2024

With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting for a moment, and check out Fonolo’s annual State of the Contact Center report? What’s inside?

Contact Center 87

Contact Center Call Center Self service Customer Care 87

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

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.

Call Center 62

Call Center outsourcing Interactive Voice Response voip 62

Calltools

APRIL 3, 2024

Technology and customer expectations have changed a lot over the last few years. 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.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

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. When the pressure rises, here’s how to elevate your customer support to the next level, solidifying trust and cementing loyalty.

Customer Support 105

Customer Support Contact center software Call Center Analytics 105

Fonolo

OCTOBER 20, 2022

The great migration of contact centers transitioning from on-site to hybrid work environments isn’t slowing down–and an air-tight call center security strategy has never mattered more. There’s a staggering amount of sensitive information that flows through a contact center every day. DID YOU KNOW?:

Call Center 146

Call Center Contact Center industry standards Interactive Voice Response 146

Fonolo

JULY 29, 2021

Call center employees wear many hats! Agents are tasked with providing customer service, solving customer problems, and conducting research — all with a smile and a positive attitude. How to Foster Agent Engagement in a Hybrid Contact Center. How to Improve Contact Center Agent Performance.

Call Center 174

Call Center Average Handle Time Contact Center Analytics 174

Global Response

FEBRUARY 28, 2024

The healthcare industry requires the highest level of precision and customer service. Doctors’ offices, hospitals, and insurance providers can all become overwhelmed handling both patient care and back-end administrative tasks. That’s where healthcare BPO services come in. What are healthcare BPO services?

Healthcare 62

Healthcare outsourcing Best practices Business Process Outsourcing 62

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. And how do offshore solutions, interpreters, and texting play a role? And how do offshore solutions, interpreters, and texting play a role? But what’s the best approach?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Vcaretec

AUGUST 8, 2023

Outsourcing customer service is something that the majority of new business owners are wary of, and for good reason. The main channel via which you communicate with your clients is through customer service, thus it can't be good for your brand, to put it mildly. Size Size is the first and maybe most evident element.

Customer Care 98

Customer Care outsourcing Call Center Complaint resolution 98

Call Experts

APRIL 8, 2024

In business, exceptional call handling and customer service can set you apart from the competition. According to Forbes , customer service can mean the difference between a good customer experience and a bad one, directly impacting your bottom line. Active Listening: Start with attentive listening.

Customer Service 52

Customer Service Interactive Voice Response Call Center Scripts 52

Global Response

OCTOBER 2, 2023

Does call center etiquette matter? They have a call center and provide quick, efficient service to their customers, but their agents are known for being hasty, serious and unfeeling. When you call them, you get a friendly agent almost immediately who seems happy to help with your concern.

Call Center 62

Call Center Scripts Chatbots outsourcing 62

Fonolo

APRIL 20, 2021

Is your call center experiencing an increase in abandoned calls ? Are your agents unable to answer an unexpected influx of inbound phone requests (otherwise known as call overflow)? 3 Proven Ways to Reduce Abandon Rates in the Call Center. 3 Proven Ways to Reduce Abandon Rates in the Call Center.

Call Center 148

Call Center Abandon rate outsourcing Wait times 148

Call Experts

APRIL 8, 2024

Have you ever wondered what is it like for the call center agent answering my phone when I partner with Call Experts? In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

Fonolo

DECEMBER 6, 2022

When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. 1 Develop Your Contact Center Managerial Skills .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

The Northridge Group

JULY 6, 2022

Surgeon General, Vivek Murthy, MD: “As the burnout and mental health crisis among health workers worsens, this will affect the public’s ability to get routine preventive care, emergency care, and medical procedures.”. Contact Centers in Crisis. Key Stressors and Solutions.

contact center associations 119

contact center associations Contact Center Healthcare Call Center 119

Global Response

FEBRUARY 28, 2024

As small businesses gain traction and expand their services, real growing pains can set in. With limited staff and resources, small businesses often struggle to provide high-quality customer support and stay focused on core business practices. Call centers provide 24/7 access to trained professionals specializing in customer care.

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

Fonolo

NOVEMBER 29, 2023

Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. Come to think of it, everybody wants to be heard! Of course, customers want a lot of other things , too. Call-backs are great for bridging the gap between self-service and live calls, by the way.)

Contact Center 87

Contact Center Airlines Self service Healthcare 87

OctopusTech

SEPTEMBER 13, 2023

Choosing to outsource call center services is one of the best decisions a company can make as it helps to focus on the core business activities. Using call center outsourcing services is one of the major trends followed by both small and big organizations. What are Outsource Call Center Services?

outsourcing 62

outsourcing Call Center Finance Contact Center 62

Blueship Call Center

DECEMBER 12, 2023

A professional call center outsourcing vendor primarily responsible for helping businesses achieve increased productivity, cost savings, and operational simplification. The value, economies, and high-quality service delivery that come with well-matched vendor agreements make outsourcing a wise choice for businesses looking to expand.

outsourcing 73

outsourcing Call Center Business Process Outsourcing Contact Center 73

CSM Magazine

SEPTEMBER 6, 2023

Have you ever worked in a call center? If you have, you would know that dealing with frustrated and angry customers is part of the job. Statistics show that 74% of workers at call centers are likely to experience burnout. What makes clients so frustrated that they vent their anger at service representatives?

Customer Care 98

Customer Care Scripts Engineering outsourcing 98

TeleDirect

DECEMBER 14, 2023

According to a recent Salesforce report , 80% of customers believe the experience you provide is as important as your services or products. They want personalized services from companies that know them and understand their needs. When they call, we know their history, name, pain points and how we can best serve them.

Call Center 62

Call Center Technology Interactive Voice Response Scripts 62