Voiptime
MARCH 29, 2023
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
Voiptime
MARCH 2, 2023
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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Voiptime
FEBRUARY 2, 2023
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
Voiptime
FEBRUARY 1, 2023
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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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.
Voiptime
DECEMBER 5, 2022
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.
Voiptime
NOVEMBER 11, 2022
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.
Voiptime
OCTOBER 28, 2022
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.
Voiptime
OCTOBER 27, 2022
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.
Voiptime
OCTOBER 12, 2022
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.
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.
Voiptime
OCTOBER 5, 2022
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?
Voiptime
SEPTEMBER 20, 2022
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.
Voiptime
MARCH 26, 2023
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
Voiptime
SEPTEMBER 7, 2022
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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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.
Voiptime
SEPTEMBER 5, 2022
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.
Voiptime
AUGUST 31, 2022
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.
Voiptime
OCTOBER 26, 2022
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?
Voiptime
AUGUST 29, 2022
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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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.
Voiptime
AUGUST 22, 2022
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?
Voiptime
OCTOBER 27, 2021
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.
Voiptime
AUGUST 24, 2022
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.
Voiptime
MARCH 23, 2023
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.
Advertiser: ZoomInfo
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?
Voiptime
AUGUST 7, 2022
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?
Voiptime
MARCH 22, 2023
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.
Voiptime
JULY 15, 2022
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
Voiptime
JULY 13, 2022
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.
Advertiser: ZoomInfo
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.
Voiptime
AUGUST 15, 2022
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.
Voiptime
MARCH 16, 2023
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?
Voiptime
MARCH 13, 2023
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?
Voiptime
MARCH 12, 2023
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
Advertiser: ZoomInfo
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.
Voiptime
JUNE 22, 2021
Once again Voiptime Cloud achieved recognition from SoftwareSuggest. This is the fourth award in a row and we’re looking for more
Voiptime
FEBRUARY 24, 2023
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?
Voiptime
FEBRUARY 23, 2023
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?
Voiptime
NOVEMBER 17, 2021
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
Advertiser: ZoomInfo
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.
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