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.

Call Center 40

Call Center Metrics 40

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).

Best practices 40

Best practices Call Center Management Customer Support 40

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.

Call Center 75

Call Center outsourcing Customer Service Enterprise 75

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?

Call Center 40

Call Center Management 40

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?

Inbound sales 40

Inbound sales Best practices Outbound sales Sales 40

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

Journey mapping 40

Journey mapping Customer Service Customer Experience Sales 40

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.

Call Center 40

Call Center Metrics Customer Service Customer Experience 40

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.

Call Center 40

Call Center Contact Center Best practices Customer Service 40

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.

call center workforce 40

call center workforce Call Center 40

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.

Telemarketing 40

Telemarketing 40

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.

Customer Support 40

Customer Support 40

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.

call center software 40

call center software Call Center Customer Service Marketing 40

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.

Call Center 74

Call Center Government Sales 74

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.

Call Center 40

Call Center Sales 40

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

Real estate 40

Real estate Scripts Sales 40

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

Customer retention 40

Customer retention 40

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?

Interactive Voice Response 40

Interactive Voice Response Contact Center Management 40

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.

Call Center 40

Call Center Metrics First call resolution 40

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.

Contact Center 74

Contact Center Technology 74

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.

Telemarketing 40

Telemarketing B2C B2B Sales 40

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?

Call Center 40

Call Center Management Contact Center Customer Service 40

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.

Customer Experience 40

Customer Experience Call Center Best practices Personalization 40

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.

Customer retention 40

Customer retention Customer Service Metrics 40

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.

Call Center 76

Call Center Metrics First call resolution 76

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?

Call Center 40

Call Center Contact Center Metrics Customer Experience 40

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.

Call Center 75

Call Center 75

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.

Call Center 40

Call Center 40

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

Call Center 40

Call Center Sales Scripts 40

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.

Call Center 40

Call Center Metrics Customer Service 40

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.

Customer Service 40

Customer Service Personalization 40

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.

Sales 40

Sales 40

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

Contact Center 40

Contact Center Sales Personalization 40

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.

Call Center 40

Call Center call center solutions Customer retention Metrics 40

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.

call center workforce 40

call center workforce Call Center Contact Center 40

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

call center solutions 40

call center solutions Call Center Enterprise Marketing 40

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.

Call Center 40

Call Center call center software Construction Contact Center 40

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.

Call Center 40

Call Center Time management Management Customer Service 40