Customer Engagament: Complete Guide
Voiptime
JUNE 12, 2023
With a wide range of customer engagement solutions comes a tough decision of what solution to choose and what steps to make.
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Voiptime
JUNE 12, 2023
With a wide range of customer engagement solutions comes a tough decision of what solution to choose and what steps to make.
Voiptime
JUNE 8, 2023
Every successful company tends to have a big amount of potential leads at the top of its sales pipeline. But only a few of them can be converted into customers.
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Voiptime
JUNE 5, 2023
In this guide you’ll discover: The foundation of the business communication of the call center many call center managers overlook. Hint: Many managers think they understand the subject, yet little is happening in reality; How to tackle the issues of inward, upward, and lateral communication business communications in the call center? The impact of the improvement or negligent treatment of the call center’s business communication.
Voiptime
JUNE 1, 2023
In these jittery times, the competition for the brand experience emerged among the top call centers in the US, Western Europe, and all other call centers throughout the world. The truth is this: customers want to satisfy their needs, and there’s only one way to do it right.
Voiptime
MAY 22, 2023
Ever thought about how much value automation can bring to your business? Automation has already proven its worth in the customer service sphere. The right solution can increase your profits and make your organization more effective. One such system is IVR (Interactive Voice Response), which helps immensely with increasing the number of returning customers and your ROI.
Voiptime
MAY 18, 2023
We have not been talking about the problems of motivating call center agents for a while, and that’s the issue we want to resolve with this article. Have you ever heard of call center agent engagement and employee experience? Each of these call center metrics deserves the entire article, but we decided to describe both these vital factors that influence call center agent performance and productivity in one post to avoid duplicating ourselves.
Voiptime
MAY 19, 2023
Customer service as an industry keeps developing every year. Customer expectations are growing up, technologies are developing fast, and new approaches are being discovered and implemented by various companies.
Voiptime
MAY 18, 2023
We have not been talking about the problems of motivating call center agents for a while, and that’s the issue we want to resolve with this article. Have you ever heard of call center agent engagement and employee experience? Each of these call center metrics deserves the entire article, but we decided to describe both these vital factors that influence call center agent performance and productivity in one post to avoid duplicating ourselves.
Voiptime
MAY 16, 2023
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 in a call queue (phone queue or call center queue in other words).
Voiptime
MAY 14, 2023
Many entrepreneurs are hesitant about whether they need to invest in organizing their own call centers or using outsourcing call center services for small businesses. Indeed, at times when on-premise call centers were the only option, setting up such a facility was a real headache for small businesses. These days, things are much easier, you don’t even need to have a dedicated office space.
Voiptime
MAY 9, 2023
We always mention that all vital decisions you make regarding call center management, call center operations optimization, workforce management, or scaling up strategy development have to be based on precise statistical data. What do we mean by it?
Voiptime
MAY 7, 2023
It is an extraordinary tendency to discuss sales strategies through the lens of a call center as outbound sales strategies only. Most experts ignore that call centers can generate sales not only by outbound calling campaigns but also through inbound selling too. Why is it so?
Voiptime
MAY 4, 2023
It is a good tradition to use geometrical figures to describe different aspects of customer experience or customer journey. We have already introduced you to customer journey mapping, sales funnels, customer lifetime cycles, and other methods of collecting and analyzing customer data. Nonetheless, the theory of customer service is going above and beyond our expectations, and this is why new concepts of measuring customer interactions are designed and implemented by experts in the customer servic
Voiptime
MAY 2, 2023
There are many call center metrics to track if you want to boost your call center performance and provide more qualitative, customer service, and customer experiences. Some of such metrics are related to the performance of one single agent while others are more general, and show the performance of the entire department.
Voiptime
APRIL 30, 2023
Every call center manager wants to build a successful call center, as effective in providing customer service as possible. Nonetheless, it is not possible without using some vital tips and guidelines for building a really effective call center which is very often ignored by those who don’t managers who focus on a “here-and-now” approach or those who focus more on optimizing operational costs than reaching strategic business goals that lead to the prosperity and call center success.
Voiptime
APRIL 27, 2023
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.
Voiptime
APRIL 20, 2023
We all know that using outbound dialers for telemarketing purposes and for improving the performance of outbound calling campaigns is the best thing you can do, but the most difficult part of choosing and setting up an outbound dialer is the difference between various auto dialers available to purchase.
Voiptime
APRIL 20, 2023
We all have at least a few times heard about such thing as the “root cause of customer problems”. But what is meant by it? When a customer calls the customer support team to get needed help or information, it is almost always handled in the same way: the agent asks for details of the issue, determines the nature of the issue and either tries to resolve it on his own or transfer the call and delegates the responsibility to solve the problem to the responsible department or specialist.
Voiptime
MARCH 30, 2023
“Our goal is to be a global brand and market leader in call center software, emerging as a must-have product for businesses of all sizes and across varied sectors, enhancing their customer services, performance, efficiency, and profitability with our cover-all feature set, broad offerings, ease of use, and high utility,” says Bohdan.
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 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
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. Therefore, to support your real estate cold calling plan becoming effective and improve your performance, you need some real estate cold calling tips and, what i
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. Businesses that focus on customer retention only often stagnate and lose competitive advantage over their competitors, while those that focus on customer acquisition only face high customer churn rates, and low customer loyalty, and their business becomes unable to compete because o
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 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.
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.
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? 4. Proven ways and guidance to overcome objections in sales; 5.
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?
Voiptime
FEBRUARY 20, 2023
In this issue: 1. What is the customer experience strategy for a call center? Hint: Things that many of today’s call center managers are misunderstood; 2. How to build your personal customer experience strategy to stand out from the crowd in the current economy and beyond? 3. What do customers seek the most in the customer experience of companies? 4.
Voiptime
FEBRUARY 16, 2023
When we are talking about creating a triumphant customer service strategy and especially a customer loyalty strategy, we consider customer retention as the primary purpose of it. Why? First of all, customer retention is the main customer service metric and objective that will guarantee stable development and high revenue for your business. Retained customers will trust your brand and purchase from you again and again.
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.
Voiptime
FEBRUARY 8, 2023
In this issue, you'll discover: How to use micro-level call center management to cut costs per call, hour, and decision-making? How to foster customer loyalty through the right agent engagement? How to satisfy customer expectations in a predictable fashion? How to obtain the knowledge gaps regarding contact center quality assurance development and implementation?
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.
Voiptime
JANUARY 31, 2023
“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.
Voiptime
JANUARY 23, 2023
Call pitch, or calling script is an extremely vital tool for call center agents who have to tackle a huge volume of calls and guarantee identical high-quality service for every customer. As it is vital to not be caught off guard during conversations and to show no doubt about what the sales representative talks about, developers have initiated finding the instrument that will help the sales team keep the dialogue on the correct path and be totally set for all potential questions - that is a shor
Voiptime
JANUARY 24, 2023
We always look for better ways to measure and control the performance of our workers, because they are the people who are responsible for the final result. Even though there are numerous customer service metrics to find out if everything is fine with your call center performance, or, vice versa, if something goes wrong, our industry strongly depends on the human factors - skills, knowledge, and energy of call center reps.
Voiptime
JANUARY 25, 2023
We always mention personalized customer service in our articles, but now the time to describe what it exactly means has come.
Voiptime
JANUARY 26, 2023
All of us know that sales are the primary goal of every business. To tell the truth, business exists to perform sales, as its goal is to earn money, and there`s no way to do that without selling something. Goods, services, and even knowledge are sold, but that is all about theory, not practice.
Voiptime
JANUARY 27, 2023
The eCommerce industry is one of the fastest-growing industries in the world. We have no need to repeat those banal facts such as “people are more likely to buy on the Internet” or “the future of the electronic commerce industry is based on personalization and speed of service” - you already know it. The question is how to find new opportunities to get more sales, automate sales processes and be more competitive, and here the main thing to look for is software that can become the platform to im
Voiptime
JANUARY 19, 2023
Call centers have only two main processes related to handling customer calls - and these two are outbound and inbound call center processes. Suppose outgoing calls are always about sales and aren’t used by numerous companies because of popular discussions about their effectiveness and influence on customer satisfaction and brand image. In that case, inbound calling is the process that determines the whole call center’s purpose.
Voiptime
JANUARY 20, 2023
The call center is an organization that totally depends on the employee productivity and performance of its employees. On the other hand, it is also one of the most loaded types of organizations, as there is no other kind of department or business that would spend days talking to thousands of real people with distinct complaints and support requests, and other contact center interactions.
Voiptime
JANUARY 17, 2023
Selecting the right software solution for your business is always a challenge. Most business owners feel trouble when picking the proper solution, as there is great competition across the market. The solutions are divided into niches and exact tools that offer numerous advantages for diverse types of businesses. Price policies, features list, model of payment, functionality, and integrations - all these factors vary from tool to tool, and it is not a surprise that people start doubting themselve
Voiptime
JANUARY 18, 2023
What is necessary for a successful call center setup and future development? Properly selected call center model? Well-chosen call center infrastructure? Thoughtfully determining call center software requirements? Call center implementation is a complicated, multilevel, and effortful procedure that requires permanent attention, wise goals and objectives set, strategic planning, the anticipation of possible problems, and, surely, the step-by-step solution to all challenges.
Voiptime
JANUARY 10, 2023
Time management is the favorite theme of many seminars and self-development courses for young or even experienced call center managers. Why is it so crucial in the modern business world? Well, we all know that the only resource that can’t be bought, restored, or gained is time - and the efficiency of its use is the fundamental part of success for any business.
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