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Call Barging: Benefits

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Every contact center requires tools to control, monitor, and fix agents' activity during accomplishing work processes. As most contact center operations are about calls or other communication types, it is vital to bear an option to come up with assistance and support if agents can not solve customer issues on their own or the situation is going out of control.

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.

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

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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.

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.

The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

Why is the Call Center Agent Feedback so Essential?

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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.

ACD versus IVR: Dissimilarity, Purpose, and Goal

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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?

Call Queue Meaning and Its Influence on the Contact Center Performance

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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.

Outbound Dialer Types in the Contact Center

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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.

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

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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.

Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

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.

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

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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.

Objective and Goals of a Contact Center

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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?

Multichannel Contact Center: an Ultimate Manual

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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.

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

Outbound Sales - What is the Definition?

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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?

Hosted Call Center: a Complete Guide

Voiptime

Customer service is a fast-changing industry that needs to cover rising customer expectations. From year to year, industry updates, and people expect more and more from enterprises to assist them and solve their issues. These occurrences have led to a situation where all enterprises require a solution to fulfill all clients’ wishes, improve the quality of service, and boost client retention and happiness. And such a resolution exists, and its title is the hosted contact center.

How to Become a Successful Contact Center Leader

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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.

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

Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement

Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC

Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!

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.

Common Customer Service Mistakes

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There are numerous call center KPIs, but some of them really make difference for any organization and any business. One such metric is a call abandonment rate as it points to many vital factors and areas of improvement, and is one of the best indicators of your overall customer service success. Thus, measuring the call abandonment rate is vital, but there are many questions that appear in this case. What is the abandonment rate calculation?

Top Tips On Handling Customer Complaints

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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.

Common Customer Service Mistakes

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No one is insured from mistakes. They always happen, no matter how much time you spend planning everything and doing all the needed steps to avoid them. The customer service industry isn’t an exclusion in this case and all contact centers do mistakes while providing customer service. Sometimes the root cause is the agents’ lack of knowledge or skills, and sometimes poor strategic planning and wrong goal setting are the reasons for mistakes.

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

Call Center BPO

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A call center is an expensive project and can cost you hundreds of thousands of dollars per year, if not more. One of the main aspects of call center cost is labor costs as with an average operator’s salary of around 34 thousand dollars per year, and with twenty full-time employees, you will have to pay a huge amount of money.

Call Center Customer Lifecycle Management

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What makes business stable and successful? Numerous factors influence the overall success of the company, but the main one is how you work with customer data. Every conversion and touchpoint is an irreplaceable source of information about customer persona, their wishes and expectations, preferences, and, surely, your improvement areas. Therefore, tracking all customer interactions is vital for any industry and any firm that wants to reach its business goals.

The Newest Step-By-Step Guide On The 5-Star Call Center Customer Empathy

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"One of the things that made Apple great was that, in the early days, it was built from the heart” Steve Jobs, founder of the Apple In this guide you'll discover: The proven customer empathy scenarios you can put on the work; What are the three most important issues to building the perfect customer empathy? Hint: None of the miracles, only facts; How to enable the rapid building of rapport and successful empathy in a customer service team?

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.

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

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

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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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?ustomer Retention: the Ultimate Guide

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There is one generally acknowledged fact that retention of customers brings much more outcomes than customer acquisition. Additionally, it is way cheaper to make the current customer stay than to find, interest, and convince first-time customers - numerous studies prove this statement, so there is no sense in doubting it.

Call Center Agent Onboarding: What is the Right Strategy

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The contact center as an organization that provides customer service totally depends on the performance, knowledge, and skills of its employees. As the agents are those who directly talk to customers, solve their problems, process support tickets, and do other tasks that relate to customer support, there is no other way to furnish excellent service instead to train and coach agents to assist them in reaching the highest level of knowledge and skills in the customer service industry.

?all Center Attrition and Turnover: How to Get Rid of It

Voiptime

Why do call centers have high turnover rates? It is the question that disturbs numerous managers and even persons who are not related to the industry. Call center attrition seems to be the highest among almost all industries, and average call center turnover is also huger. What is the root cause of these two issues? Why do call centers always suffer the most? How do these factors influence the entire department’s performance and productivity?

Authentic eLearning Localization: Challenges and Best Practices

Speaker: Chris Paxton McMillin, President of D3 Training Solutions

People prefer to learn in their native language, so localizing eLearning helps genuinely engage learners and gives them that much-needed sense of inclusion. In this exclusive webinar with Chris Paxton, learn how to ensure that authentic translation and localization work for your organization!

Call Center Team Work

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Even though it seems that client service providing is a communication model that includes only two persons - the contact center agent and the customer himself, the reality is more complicated. By the way, cooperation and collaboration between various units and specialists in a customer service department powerfully influence the overall quality of the service, as well as customer experience and customer satisfaction.

Call Center Knowledge Management Tools and Tips

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Although everyone on your team should be ideally acknowledged for all products and services of the company, their characteristics, pros and cons, market positioning, approaches to customer service, customer experience, target audience expectations, and other aspects of the business, it is clear that all knowledge should be stored and be accessible for everyone who seeks it. Call center knowledge management means operating the knowledge resources and materials, both external and internal.

Reliable Cold Calling Software For Teams With 5 or More Agents

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In these jittery times, you need to furnish the entire team with automated cold calling software with strong features

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How to Create a Rockstar Customer Support Team?

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Who is responsible for providing an outstanding customer experience and solving clients’ problems? Who realizes excellent customer service? Who are the irreplaceable workers in the customer support department? The answer is clear - it’s the customer service representatives. They are those who create a customer’s image of a brand, come with assistance when the client needs it, do sales and ensure customer retention.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.