Fonolo

MAY 13, 2021

Call centers have a reputation as a ‘money pit’ for businesses. Historically, they’ve been viewed as a costly yet necessary operation for businesses. If you want to make your call center more profitable, the process starts with taking a long, hard look at your current expenses. Why should I break down my call center costs?

Call Center 129

Call Center Contact Center outsourcing CRM 129

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. Take your time and select the one that best suits you.

Customer Care 98

Customer Care outsourcing Call Center Complaint resolution 98

Callminer

MAY 27, 2020

The very people who keep businesses functioning and evolving are all too often overlooked to primarily focus on satisfying paying customers. To learn how AI can assist you in retaining top talent within your organization, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

ShepHyken

MARCH 19, 2021

Sarah Al-Hussaini , in her recent editorial about why women should shape the future of customer service , points to workplace discrimination as a likely contributing factor. What skills and experiences should they equip themselves with to give themselves their best chance at career progression? COO at ultimate.ai

Customer Service 217

Customer Service Customer centricity Self service Metrics 217

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do.

Wait times 89

Wait times Feedback CRM Surveys 89

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

NobelBiz

APRIL 23, 2024

A debt collection agency is a business that specializes in recovering unpaid debts on behalf of creditors. The debt collection industry is undergoing a major shift. Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

Fonolo

APRIL 29, 2021

Call centers have traditionally been seen as unprofitable, and a necessary cost for businesses. If you’re thinking of launching your own call center, here’s a guide to help you calculate the costs involved. If you’re thinking of launching your own call center, here’s a guide to help you calculate the costs involved.

Call Center 128

Call Center outsourcing CRM Technical Support 128

ShepHyken

AUGUST 7, 2020

Remember, Walt Disney once said, “Whatever you do, do it well. Do it so well that when people see you do it, they will want to come back and see you do it again, and they will want to bring others and show them how well you do what you do. Customer service is the most important aspect of any business.

Customer Service 315

Customer Service Feedback Personalization Surveys 315

COPC

MARCH 11, 2024

Notably, individuals with a job satisfaction rate of 89% are inclined to remain, whereas those expressing dissatisfaction, marked at 22% , are more prone to seek employment elsewhere Hiring Questions Leaders Should Ask The foundation of employee retention is precisely defining the role and giving an accurate job description. See Figure 2.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

Customer Service Life

FEBRUARY 29, 2024

In a recent article on Why Contact Center Quality Assurance Matters I stated my case for a robust and consistent quality assurance program. In this article, I’ll share the key elements in effective one-on-one conversations that will help you truly invest in the quality, productivity and well-being of your contact center agents.

Contact Center 88

Contact Center Metrics Coaching Feedback 88

Win the Customer

NOVEMBER 25, 2019

In today’s competitive marketplace, customer care isn’t merely an add on, it’s become an integral part of most business strategies. If you’re confident you have the right team members in place, you need to equip them with the best tools so they can be fully responsive to your customers’ needs. Here’s why.

voip 111

voip Customer Care Enterprise Marketing 111

Fonolo

OCTOBER 5, 2021

You can see what your customers think about your contact center by determining your Net Promoter Score (NPS). Creating a Customer Service Strategy That Drives Business Growth. Net promoter score is a key statistic you should be considering when reviewing how successful your #contactcenter is at providing exceptional #customerservice.

Abandon rate 153

Abandon rate Inbound sales Contact Center Surveys 153

Fonolo

APRIL 5, 2022

What comes to mind when you think of the ideal call center leader? If you want your agents to consistently meet company goals, you must invest in the right leaders, including managers and supervisors. Why Investing in the Right Leader is Critical. 5 Skills and Traits Every Call Center Leader Should Have.

Call Center 99

Call Center Contact Center Gamification Construction 99

IdeasUnlimited

MAY 23, 2022

Any IT business will at some point require dedicated tech support. Whether you are a support service provider or an IT firm looking to service your clients, it is important to have a clear strategy on how you will go about establishing a team of trained agents ready to provide high quality tech support. Introduction.

B2B 98

B2B Call Center voip Interactive Voice Response 98

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

Quality Contact Solutions

OCTOBER 4, 2022

For businesses to be successful, it’s essential to determine how to get quality leads. You know your target audience, but what’s the best way to reach them? In today’s business culture, there are so many ways you can go about the crucial lead generation process. Set Attainable Goals.

Best practices 111

Best practices Telemarketing outsourcing B2B 111

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. As your business grows, the need for customer support will also increase.

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

NobelBiz

AUGUST 22, 2023

Why Businesses are Migrating to VOIP VOIP solutions are rapidly becoming the choice for businesses, both large and small, and for good reasons: The communication landscape for businesses has seen a drastic transformation in the last decade, and a significant catalyst behind this shift is VOIP (Voice Over Internet Protocol).

voip 98

voip Telecommunications Contact Center Contact center software 98

Hodusoft

FEBRUARY 29, 2024

When MSPs serve this many clients, it’s quite important for them to provide the best-in-class customer service. When MSPs serve this many clients, it’s quite important for them to provide the best-in-class customer service. MSPs must ensure that their call center is equipped with the right type of technology tools.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

Hodusoft

MARCH 22, 2023

How to Start a Call Center: A Complete Guide Are you considering opening a call center? The rise of e-commerce and changing business landscape post the global pandemic and lockdowns fueled the growth of call centers around the world. Here’s a complete guide to help you how to go about it. Start with the “Why?” In the U.S.

Call Center 52

Call Center call center software CRM virtual call center 52

Callminer

AUGUST 23, 2018

No matter what industry you serve, chances are your customers have high expectations. Once you’ve collected the data, you need to do something with it if you want to improve the customer experience and deliver exceptional customer service consistently. Actionable analytics is key. Create a better marketing strategy.

Metrics 205

Metrics Contact Center Analytics Marketing 205

Fonolo

OCTOBER 26, 2022

When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? And if you tack on impatient or rude customers, inspiring agents just gets harder. Trust us; you’ll notice better retention and engagement if you follow some of these tips. DID YOU KNOW?

Call Center 142

Call Center Abandon rate Education Contact Center 142

Fonolo

JUNE 2, 2022

Two years of sporadic lockdowns have opened up the hiring landscape to more diverse workers, so it’s crucial to ensure you focus on inclusive agent engagement in your contact center. Hiring various people with various backgrounds, life experiences, and skillsets is beneficial to business and benefits everyone.

Call Center 81

Call Center Contact Center Employee engagement Technology 81

Fonolo

AUGUST 29, 2018

Here, experts and influencers in the CX and CS industries give us incredibly valuable soundbites on best practices, boosting morale, improving performance, implementing technology, building partnerships, and delivering a well-orchestrated customer support offering to your burgeoning audience of customers. It’s simply become too loud.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

OctopusTech

APRIL 28, 2023

In today’s competitive world of business, providing exceptional customer service is important for a company’s success. A contract with a call center outsourcing company is all you need to cover the needs of your company. A contract with a call center outsourcing company is all you need to cover the needs of your company.

Call Center 62

Call Center outsourcing Customer Support Interactive Voice Response 62

ChurnZero

JUNE 14, 2023

How should I wrangle a constricted company budget to outlast 2023? For subscription businesses, the focus is clear: retaining customers. As your sales team is in the business of influencing prospects to buy, the customer success team influences customers to stay and should understand why your accounts churn, renew and expand.

Finance 52

Finance Surveys Sales Customer centricity 52

ProProfs Blog

JANUARY 30, 2020

Well, that’s exactly why you need to focus on engaging with your customers regularly. In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers. Active customer engagement is crucial for any business to become a success.

B2B 204

B2B Banking Personalization Employee engagement 204

Global Response

JANUARY 31, 2024

That’s precisely why so many companies are outsourcing tech support. You are required to cover: Salaries Paid time off (PTO) Office space But outsourcing to technical support specialists is incredibly cost effective. You nix all of those costs from your budget without sacrificing any of the quality.

outsourcing 62

outsourcing Technical Support Best practices Education 62

Fonolo

NOVEMBER 2, 2021

If customers don’t interact with your business, you really don’t have a business, which puts a well-strategized and successful customer service strategy at the forefront of contact center success. Creating a Customer Service Strategy That Drives Business Growth. Customers are the heart of every contact center.

Customer Service 95

Customer Service Contact Center First call resolution Call Center 95

Real Blue Sky

SEPTEMBER 12, 2023

As someone who’s been immersed in the customer experience realm for over three decades, I’ve seen businesses grapple with the complexities of managing customer contact centers – whether they were insourcing or outsourcing customer service. That’s why it can pay to use a customer service vendor management expert.

outsourcing 105

outsourcing Management Customer Service Contact Center 105

Fonolo

MAY 27, 2021

Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. However, you can’t know the specifics around an agent’s satisfaction levels without asking them about it. Best Practices for Agent Engagement Surveys.

Call Center 136

Call Center Surveys Coaching Best practices 136

JustCall

MARCH 10, 2023

Unified Communications as a Service (UCaaS) offers cloud-based collaboration anywhere, anytime, that can transform your business in a big way. Follow the tips below to decide why, when, and how to deploy a comprehensive UCaaS infrastructure. Create a detailed inventory of all your firm’s equipment, like desktops, handsets, etc.,

Management 40

Management Technology 40

Fonolo

JUNE 2, 2022

Two years of sporadic lockdowns have opened up the hiring landscape to more diverse workers, so it’s crucial to ensure you focus on inclusive agent engagement in your contact center. Hiring various people with various backgrounds, life experiences, and skillsets is beneficial to business and benefits everyone.

Call Center 67

Call Center Contact Center Employee engagement Technology 67

Comm100

JANUARY 23, 2023

With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. Companies that haven’t been as employee-focused as they should have been are struggling to retain their best people. That will be a major focus in 2023 (and beyond).

Customer Experience 120

Customer Experience Chatbots Government Technology 120

Fonolo

APRIL 20, 2021

If this scenario sounds familiar, and you lack the in-house resources to service every customer call in a timely fashion, you may consider hiring a third-party call overflow handling service. Why use a call overflow handling service? TIP: Are you losing customers to long hold times?

Call Center 148

Call Center Abandon rate outsourcing Wait times 148