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A Special Report: Government Call Center Current State and Forecast

Voiptime

It's total chaos in the call center industry today. Many sales teams are now struggling by chasing the goal of making cold calling campaigns valid. What's happening is that they're whimpering around by picking up one of the random cold-calling strategies. And when it quickly turns out to be a dud – they start from scratch

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Contact Center Automation: All You Have to Know

Voiptime

We all live in the era of automation of all processes, such as automatic tasks closing or robotic process automation. The only one of the automation trends that deserves attention is the question - which process or task will be automated in the nearest future? Nonetheless, out today’s topic isn’t that wide. We are going to discuss contact center automation - the totality of technologies, approaches, and automation ideas that drive the industry forward.

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How to Raise and Track Effectively Call Center KPIs and Metrics [ULTIMATE GUIDE]

Voiptime

Call center metrics and KPIs are irreplaceable tools for measuring call center performance. They determine the effectiveness of all processes inside the team, from agent occupancy to First Call Resolution. Some of them are must-haves, while others may be ignored. But some people still think that if their customers seem to be happy and agents look like they are hard-working, then everything is okay. Is it so

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Is Computer Telephony Integration (CTI) Solution a Life Raft For Small Call Centers?

Voiptime

CTI integration is a must-have solution, but not every call center owner knows what is it. Nonetheless, without CTI solutions modern call centers just can't exist, and that's why you should learn more about it

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How to Build an AI-Powered Contact Center as a Service Platform

Trusted by over 750 customers across industries, the LinkLive AI -Powered Contact Center platform empowers businesses to deliver trusted experiences through voice, video, chat, secure email, and more channels.

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Customer Service Trends 2022

Voiptime

Customer service plays the first role in establishing customer loyalty and retention, creating opportunities for up-sales and cross-sales, building customer-brand relationships, and empowering brand advocacy. By the way, excellent customer service is the weapon that is the main in overcoming competitors and there’s nothing to change this situation.

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Customer Satisfaction vs Customer Experience vs Customer Service

Voiptime

We always say that the central part of the business is the customers themselves. There is no need to repeat old statements, such as “customer retention is a few times cheaper than customer acquisition” or “loyal and satisfied customers will come back and give you more money”. A customer’s evaluation of your products and services is the fundamental factor determining his willingness to make additional purchases or become a brand advocate.

Metrics 77
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Why Does My Number Show Up as a Scam Likely and How to Avoid It?

Voiptime

Nowadays people keep their privacy and do everything they can to avoid unwanted contact. Partially, marketing practices of the past are guilty in this situation, because aggressive dialing from unidentified phone numbers was extremely common in those days. On the contrary, modern technologies, legal regulations, and marketing culture collectively state that spam phone numbers and unwanted calls aren’t allowed to be used.

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A Complete Guide On How to Measure and Improve Call Center Customer Experience Properly

Voiptime

Business is always about money. And to surely know where your loyal customers are doing business with your company and where they are switching to another brand. Thus, you need to collect relevant data regarding your call center customer experience (CX). How much data do you actually need? The answer is resounding: you don’t need the carloads of data yourself and your staff.

Metrics 75
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Why is the Call Center Agent Feedback so Essential?

Voiptime

Any work should be evaluated. This is the main rule of progress and guiding employees in the right direction. Call center feedback is suitable and one of the most popular ways to train, evaluate and motivate a call center employee. Constructive feedback can both encourage and engage agents to perform with higher scores and furnish more adorable customer service with improving customer satisfaction.

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Brain Fog HQ: Memory Enhancement Techniques for Professional Development

Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion

In this entertaining and interactive presentation, Chester Santos, "The International Man of Memory," will assist you in developing life-changing skills that will greatly enhance your professional development and lifelong learning.

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ACD versus IVR: Dissimilarity, Purpose, and Goal

Voiptime

Have you ever contacted any customer support department? If yes, then we can bet that you have experience in interacting with IVR or ACD technology. Contrastively, it is almost clear that you haven’t asked yourself: “how routing is functioning in the customer service units?”, and what are the names and essences of the techniques that serve you during your customer support journey?

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Call Queue Meaning and Its Influence on the Contact Center Performance

Voiptime

Have you ever called the customer support center? If yes, you know how it sometimes happens when the operators are too busy to handle all the customer calls, and you have to wait for a response. When you are waiting in line for the first available agent, it is the customer service queue that we will tell you about today.

Scripts 75
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How To Score in Cold Calling Campaigns Faster And Better: Tips for 2023

Voiptime

It's total chaos in the call center industry today. Many sales teams are now struggling by chasing the goal of making cold calling campaigns valid. What's happening is that they're whimpering around by picking up one of the random cold-calling strategies. And when it quickly turns out to be a dud – they start from scratch

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Outbound Dialer Types in the Contact Center

Voiptime

Most call centers use outbound telemarketing to perform sales calls, warm the lead list and find new potential customers to pass them through the sales funnel. Cold calls as a marketing strategy exist for years, but the discussions about their effectiveness and influence on clients’ opinions and the business’s image still go on. Both supporters and opponents of cold calling have arguments to prove their points of view, but our topic does not set itself a goal to find out who is right.

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The 2023 Customer Experience Management Value Index

Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

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How To Achieve The Maximum From Brand Advocacy In A Call Center Industry?

Voiptime

In short, brand advocacy in a call center industry means providing customers with great goods and services that improve their lives. The big picture of brand advocacy also implies all the chains in business relationships when consumers repay by advocating and promoting your products among their peers and family members. For instance, in the selling of the product supplements, your product helps people to feel better, healthier, fuller, etc.

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Call Avoidance: What Is the Way Out?

Voiptime

Anyone who has been working in a call center for at least a few months knows how it feels to be permanently under the pressure of angry clients who have no will besides telling you everything they think about you and the service they have got. No one can argue that such an experience probably has a negative effect on both emotional and physical conditions. According to this, some employees start finding ways to be aside from the angry customers and meet with them as rarely as possible.

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A Guide On How To Sustain The Customer's Expectations In A Call Center

Voiptime

In this issue, you'll also discover: 1) How to ensure customer loyalty by keeping the top level of customer service; 2) What do loyal customers want to see in your services? Hint: Forget about tricks and gimmicks because customers are too smart; 3) How to negotiate with callers to ensure customer journey? 4) How to use customer feedback to improve customer expectations? 5) What are the essentials of customer satisfaction in sales or customer service?

Banking 69
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The Forecast and Report On The Call Center’s Agent's Wages Around The Globe

Voiptime

This forecast and report will interest the head of call centers because it asks questions and promptly gives answers on how to monitor, provide, and forecast wages for call center workers. The report also has figures, charts, and statistical data as evidence. Of course, this data implies the consonance of your budget and motivation. The other benefit of the information you’ll discover is that: managers float in the info that is irrelevant to their current and future call centers.

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How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

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Objective and Goals of a Contact Center

Voiptime

Every activity has its goals and objectives - we all have heard this statement. What is the difference between the two definitions? How can we define objectives from goals? Which of them are essential for a contact center? What does a list of them look like? Which ones should be chosen as a priority? This topic is so broad that before giving answers we have to start from the very beginning. What benefits will you get after reading this blog?

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Top Tips On Handling Customer Complaints

Voiptime

Customer complaints are one of the hottest topics these days. All managers over the world look for effective strategies and blueprints on how to handle customer complaints and related issues.

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Multichannel Contact Center: an Ultimate Manual

Voiptime

Clients favor using three or more digital channels of contact with a firm - this is the data provided by McKinsey research. As we have severally mentioned, client experience straightly depends on how a business’s service fits customer expectations. If it is more suitable for a client to use webchat or chat-bot in any messenger, but your support service is available only by phone, there will be no customer satisfaction.

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Customer Acquisition vs Retention: What Will Suit Your Business Better?

Voiptime

We have severally mentioned that customer retention is more beneficial and cheaper than customer acquisition, but is this enough to close the topic about these two different business growth strategies? Basically not.

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The ABM Benchmark Survey

ABM gets better with age — but unfortunately, marketers don't have the luxury of pouring it into an oak barrel for a couple decades to let it mature. It’s clear there’s a maturity gap in ABM strategies, so how can marketers start closing it?

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Outbound Sales - What is the Definition?

Voiptime

As you could guess, outbound sales are sales, performed using cold calling or cold emails sent by the agent. People still argue about cold outreach - is it still actual and does it work or is it just a waste of time? Honestly, there are enough people who support both thoughts. But our purpose is to find the truth and understand if outbound sales are an effective solution to improve sales rate or if it is even not worth starting an outbound sales campaign?

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6 Cold Calling Tips for Real Estate Agents

Voiptime

Cold calling for real estate is a controversial, but efficient tool for lead generation, sales prospecting, and getting new deals. Nonetheless, such a task as cold calling for real estate agents is also a complex and challenging task, especially if one prospect may require around ten touchpoints - calls, emails, meetings - to be closed.

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Why Call Center Is Important in the Insurance Industry

Voiptime

The call center is one of the first points of contact between customers and your company. It can have both positive and negative impacts on their decision. Why is the call center so important in the insurance industry and how can you benefit from it

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Hybrid workforce model for Contact Center: What are the perspectives?

Voiptime

After the pandemia in 2020, many companies had to shift from an office-based workforce model to a remote. Even though those bad times have passed, a greater challenge has appeared. Now, after almost 2 years in remote mode, almost 70% of employees all around the world have no willingness to come back to their offices. The era of home-based working has changed peoples` minds, and now more than ever workers are interested in the hybrid work model.

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Marketing-Led COVID-19 Growth Strategies: 2022 and Beyond

More than two years in, COVID-19 is far from over. Businesses are tasked with beating pre-COVID numbers, making marketing crucial. This is your time to create brand awareness, bring in the best leads, and play a vital role in new and existing profit.

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How to Become a Successful Contact Center Leader

Voiptime

Even the highly experienced call center agents, in pair with an extensively selected solution and other factors, can’t perform at the utmost level without successful call center managers. The leadership role is the central role in the firm as the manager is the brain and heart of a contact center team.

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Automatic Call Distribution (ACD) Software: Meaning, Benefits, and Features

Voiptime

We have many times written about the IVR systems as they are one of the most important components of call routing software used in your contact center. But what about another solution that is also vital for call routing and call queue management - an automatic call distribution system, often referred to as ACD?

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Contact Center Performance Management Tips and Best Practices

Voiptime

The contact center performance of most contact centers is constantly decreasing. An accountable previous agent became an underperformer. The high level of absenteeism and lateness are disrupting the work. Your agents have everything for the job but show a constant decrease in results. What’s happening? How to come out as a winner in these circumstances? How to build a call center performance improvement plan? What is the best call center performance review examples?

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How to Raise and Track Effectively Call Center KPIs and Metrics [ULTIMATE GUIDE]

Voiptime

Call center metrics and KPIs are irreplaceable tools for measuring call center performance. They determine the effectiveness of all processes inside the team, from agent occupancy to First Call Resolution. Some of them are must-haves, while others may be ignored. But some people still think that if their customers seem to be happy and agents look like they are hard-working, then everything is okay. Is it so

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7 Ways to Supercharge Your ABM Strategy with Real-Time Intent

Streaming real-time intent is a homerun for marketing and sales’ account-based marketing (ABM) strategies. With real-time buyer insights, you can be first-in-line to provide solutions and lead better, hyper-personalized conversations.

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Voiptime Cloud achieved recognition from SoftwareSuggest for the fastest implementation of software in 2021

Voiptime

Once again Voiptime Cloud achieved recognition from SoftwareSuggest. This is the fourth award in a row and we’re looking for more

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How to Hire the Best Call Center Manager for the Long Term?

Voiptime

In this issue about hiring successful call center managers, you'll discover: 1. The safest way to hire the call center manager or team leader. Hint: these are extremely powerful devices for hiring 2. the right call center manager for long-term cooperation; 3. What essential skill do you need to look for in your future sales or customer service manager?; How to properly write a call center manager job description? How to properly organize the sequence of the interviewing process?

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Secrets of the Successful Telemarketers on Objection Handling In B2B and B2C Phone Sales

Voiptime

In this issue regarding common sales objections whether B2C and B2B sales calls, you’ll discover: 1. The essence of the B2C objection definition and ways to handle them; 2. The nature of the B2B objection definition most telemarketers today overlook; 3. How to handle objections in B2C and B2B and how much calling is too much? Proven ways and guidance to overcome objections in sales; 5. How to handle objections in sales, specifically in the B2B; 6. How to define rebuttals that work in most cases?

B2C 40
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Best Software Deals for Black Friday 2021

Voiptime

Are the Black Friday Software Deals pleasant and resounding words for you? Perhaps it works when you use your chance to purchase the right product and achieve large returns? Or when you achieve only long-term, interesting, profitable, and instant offers

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Digitizing Logistics: Harness the Power of Data in 4 Steps

Entering a new demand gen position in a volatile market is nerve-wracking. In demand generation, data is essential for knowing who you should target and how. In this eBook, you’ll learn how to identify and target your ideal prospects using different types of data.