Convoso

Client Success Video:  Pac-Biz

Convoso

Pacific Business Services (Pac Biz), a call center based in the Philippines, gives businesses in several countries around the world an efficient, professional option for outsourcing call services.

Convoso Client success story: VSA

Convoso

VSA searched for a single contact center platform that would eliminate the inefficiencies created by using various CRM systems and dialer capabilities not at all suited for a unique client this company needed to support.

CRM 156

5 reasons why call center AI will enhance, not replace agents.

Convoso

As technology advances, we all have that utopian dream of having all our problems answered at a click of a button. No matter the difficulty. No matter the medium.instant solutions and quality experiences.

How to Train Outbound Call Center Agents [Comprehensive Guide]

Convoso

Agent training is a huge part of call center life. In fact, in an industry that suffers the most from agent turnover, agent training should be viewed as everything. call center solutions

The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

Bradley Lead Group Finds a Blend of Success with Convoso (Case Study)

Convoso

Client : Bradley Lead Group is a lead generation group that focuses its efforts on qualifying extremely high quality leads in numerous financial sectors. call center solutions

How to be Successful in Outbound Sales

Convoso

Outbound sales offers a burgeoning career to many entering the field. However, entering outbound sales and attempting to be successful, while maintaining confidence can be difficult. Acquiring and learning any new skill often comes with many challenges.

Video: How to Motivate Your Millennial Call Center Agents

Convoso

The topic of managing millennials is becoming an issue across nearly every major industry. However, the call center industry has been particularly affected by unmotivated and disengaged millennials. So, where do you start to fix this industry wide issue

Call Center Terminology: How Much Do You Really Know?

Convoso

Let's face it.the call center industry is one of the most complex industries in the world.

Photo Album: Team Convoso at Call Center Week Las Vegas 2017

Convoso

Joined by all the brightest minds in telecommunications, team Convoso spent the week of June 27-30 as exhibitors at Call Center Week 2017. The highly anticipated event took place in The Mirage in Las Vegas, Nevada.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

How to Successfully Run A Full-Scale Call Center in 2017

Convoso

On the surface, call centers haven’t changed much over the last few decades. They still serve essentially the same purpose — to act as a customer service center, a sales department or both. But that’s just the surface.

[QUIZ]  Is Your Outbound Sales Team Maximizing Productivity?

Convoso

Are your outbound sales team efforts optimized for productivity? If it took you some time to think it through.then odds are your team isn't working up to their full potential because they're lacking in key areas.

Convoso Client Success Story: Ascent Mortgage Group

Convoso

In mid-2017 Ascent Mortgage Group came to Convoso searching for a new contact center platform with a high-performance automated dialer like none other. Before starting on the Convoso platform, Ascent Mortgage Group was “burning through leads” - a negative outcome that resulted from the various call center applications and providers they were using.

Why You Need To Swap Your On-Premise Call Center Software for A Cloud-Based Call Center Software, Today

Convoso

A decade ago, no self-respecting call center director would dream of using anything that even remotely resembled a cloud-based software solution. If the software and hardware weren't in your contact center, it wasn’t to be trusted. How else could you keep an eye on anything? call center solutions

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Is Your Call Center TCPA Compliant? This $280M Lawsuit Proves Just How Important Compliance is.

Convoso

Like many other industries, businesses with telemarketing operations must adhere to several federal and state laws and regulations. These regulations are strictly enforced to protect consumers against complicit activities. However, a severe lack of resources to help call center operations remain compliant has resulted in major frustrations to consumers and has costed businesses thousands of dollars worth of legal penalties, and in some instances resulting in going out of business entirely.

[Free eBook] Ultimate Guide to Empowering Superstar Call Center Agents

Convoso

Building a call center culture that breeds motivated and empowered agents is a lot easier said than done. With so much at stake in every customer interaction, call center managers tend to be too reliant on old redundant policies that simply breed frustrated customers or a lack of sales.

How to Disrupt Your Competition

ShepHyken

Guest Blog: How Live Chat Can Improve Conversion Rate For Your Business

ShepHyken

This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance.

The Upfront Agreement of Future Communication

ShepHyken

Not long ago, I wrote an article that featured Todd Hopkins, CEO of Office Pride, and his concept of core values being a decision filter. I had the chance to interview him for Amazing Business Radio and he dropped another big concept on us that’s worth bringing to our followers.

Amaze It Forward

ShepHyken

You’ve heard of the concept of Pay It Forward. Many people use the phrase to describe doing a good deed for someone with no other expectation than that person doing something nice for someone else and so on, creating a chain of good deeds. Don’t pay it back. Pay it forward.

Make Your Company’s Name Your Brand Promise

ShepHyken

Earlier this year, I had the pleasure and honor of being the keynote presentation for River Valley Bank, soon to be Incredible Bank , as they merge the names of their brick-and-mortar banks and their online bank. I love that word, incredible , almost as much as my favorite word, amazing.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Amazing Business Radio: Mark Copeman

ShepHyken

Habits for Success. Fostering Good Customer Service Habits to Make Your Business Stand Out. Shep Hyken interviews Mark Copeman. They discuss his new book, Helpdesk Habits , which teaches employees how to turn good customer service practices into routine habits.

Five Ways to Say Thank You to Your Customers

ShepHyken

Valentine’s Day is tomorrow. This is the day where we send our spouses, partners, and loved ones a gift. Often it is out of obligation. I have plenty of friends who tell me if they don’t get their spouse some flowers and a card, they will pay for it.

Why You Must Create and Sustain a Customer-Centric Culture

Beyond Philosophy

Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric.

Guest Blog: Digitizing the Customer Experience Without Losing the Customer

ShepHyken

This week we feature an article by John Boccuzzi Jr. who argues that digital transformation is bringing customer experience to an entirely different level. Shep Hyken.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Look Past the Obvious for a Better Solution

ShepHyken

Winter travel can be stressful with the concern of weather-related delays and cancellations. On a recent trip that had a connecting flight, I was notified the night before that my first flight was going to be delayed, which made me worry about missing my connection.

Ten Reasons WHY Customers Choose to Do Business with You

ShepHyken

“People don’t buy what you do; they buy why you do it.” That quote comes from Simon Sinek, author of the book, Start with Why. This quote makes me think about the different reasons behind why a customer chooses to do business with a company.

Doing the Right Thing: A Habit Worth Mastering

ShepHyken

When it comes to taking care of customers, sometimes people go a little further than expected. When asked why, they often say, “It was the right thing to do.” There’s no incentive other than the desire to care for someone else. In a sense, that is what customer service is about.

Guest Blog: 3 Ridiculously Simple Ways to Generate Customer Delight

ShepHyken

This week we feature an article by Jason Milleisen who shares three simple rules that will set you apart from your competition and help provide great customer service. Shep Hyken. I once heard about a car dealership who had customer satisfaction scores that were the impressively high.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

3 De-escalation Techniques Gayle King Used In the Emotional R. Kelly Interview

Myra Golden Media

The first thing I read on my iPhone this morning was the interestingly trending Gayle King interview with R&B singer R. Kelly. In the interview, the singer cries, rants at the camera, beats his chest, and stands, towering over Gayle King with warlike body language.

Amazing Business Radio: Jeff Robbins

ShepHyken

Customer Feedback 101. Seeing Your Business Through the Eyes of the Customer. Shep Hyken interviews Jeff Robbins. They discuss the importance of customer feedback, the most effective surveys, and how to use these tools to create customer loyalty and improve your business.

5 Top Customer Service Articles for the Week of March 18, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover.

A Tale of Two (Well, Three) Customer Experiences: The Good, the Bad, and the Ugly

Call Center Weekly

By Erica Marois Two years ago, after an 18-month stint as Connecticut residents, my husband and I boxed up our belongings and made the journey back down south, landing in Richmond, VA. Unlike our move to Connecticut, we hit the road with significantly fewer belongings.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.