Fonolo

JANUARY 19, 2023

If call center retention keeps you up at night, you’re not alone. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. Let’s take a closer look at why call centers see so much agent turnover and consider the solutions. Why Does Call Center Retention Matter?

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Call Center Brand ambassadors Contact Center Chatbots 155

SharpenCX

SEPTEMBER 14, 2021

This year’s National Customer Service Week is October 4-8, 2021, and it’s the prime opportunity to celebrate all the ways your agents contribute to your company’s success. It’s a keepsake that’ll extend beyond 2021 National Customer Service Week – serving as encouragement whenever they need it.

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Call Center Customer Service Surveys Employee engagement 128

TechSee

MAY 19, 2021

COVID-19 has resulted in a further increase in demand for service, with a January 2021 survey indicating that 65% of U.S. Based on research , more and more companies will be taking customer emotions into account in 2021 and beyond. The post 7 New Technologies to Improve Customer Service in 2021 appeared first on TechSee.

Technology 159

Technology Customer Service Technical Support Analytics 159

Outsource Consultants

FEBRUARY 22, 2021

But for call center leaders it’s been a year of tirelessly onboarding new tools and deploying new strategies catered to remote work. Luckily, 2021 is projected to be a promising year for call centers , with agents performing at a high level. Here are three “I”s that are essential for call center success in 2021.

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Call Center Gamification Coaching Morale 76

TechSee

DECEMBER 16, 2021

Going into 2022, we’ve got our eye on seven trends that are expected to help call centers deliver service excellence while still keeping a close eye on their bottom line to ensure business continuity in an unstable economic environment. These technologies are paving the way for new possibilities for the future of call centers.

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Call Center Self service Gamification Contact Center 124

Fonolo

JUNE 22, 2021

How to Foster Agent Engagement in a Hybrid Contact Center. This guide also breaks down how strong agent engagement can significantly boost revenue and overall call center metrics – two good reasons for call center managers to take their employee engagement seriously. And more ( view the full list here )!

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Call Center call center software Employee engagement Gamification 151

ShepHyken

AUGUST 16, 2021

But don’t make the mistake of thinking that customer service is solely the domain of people in call centers answering complaints and questions. Top Customer Experience Keynote Speakers for 2021 by Michelle Joyce. The post 5 Top Customer Service Articles of the Week 8-16-2021 appeared first on Shep Hyken.

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Customer Service Technology Marketing Contact Center 224

Avoxi

APRIL 2, 2021

Buy Online Get a Free Demo AVOXI Named ‘Emerging Favorite’ in Capterra Call Center 2021 Shortlist Report AVOXI, a global Communications Platform as a Service (CPaaS), has been named an Emerging Favorite in the Contact Center Software category by Capterra, a free online service that helps organizations find the right software.Capterra Shortlist is an (..)

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Call Center Contact center software Contact Center 62

CCNG

JANUARY 19, 2021

This acceleration of trends will continue through 2021 What’s happening at the agent level? There is no convergence yet on whether 2021 and beyond will see a workforce that is pure office, pure home, or hybrid. We’re now seeing a move into cloud voice – moving away from the deskphone, into a laptop or desktop to use a softphone.

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Call Center CCNG Contact Center Feedback 195

TeleDirect

JANUARY 28, 2021

Since 2020 brought so many unprecedented challenges, year-end planning and projections for 2021 might not be on your radar – but they should be! Upgrade or establish a call center. 2021 promises more of the same. Ready to see how TeleDirect can help into 2021? How can your company prepare for a successful new year?

Customer Service 111

Customer Service Business Process Outsourcing outsourcing Upselling 111

ShepHyken

DECEMBER 27, 2021

It’s gotten so bad that call centers have been described as free “psychological counseling centers” for distraught customers. My Comment: I’m honored that my most recent book, I’ll Be Back , made Drew Neisser’s list of top marketing books for 2021. Thank you, Drew!) Follow on Twitter: @Hyken.

Customer Service 180

Customer Service Coaching Marketing Call Center 180

Ambs Call Center

JUNE 16, 2021

Ambs Call Center is humbled to accept the exclusive ATSI 2021 Diamond Plus Award of Excellence for best answering service. Now an 18-time winner overall and 11 consecutive year winner, Ambs Call Center was presented with the award at ATSI’s 2021 conference in Kansas City, MO.

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Call Center Answering services 52

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Avoxi

MARCH 29, 2021

Buy Online Get a Free Demo Interstate Call Recording Laws & Compliance (2021) Call recording laws can be complex, but compliance doesn't have to be. Learn what you need to know about call recording compliance, including differences in call recording laws by state and country, and keep your business or call center compliant.

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Call Center Contact Center 118

Hodusoft

DECEMBER 17, 2020

In order to provide superior customer service and enhance customer satisfaction, businesses need to have a seamless call center operation. With the help of a call center, businesses can easily track, monitor, manage, and route phone calls. The software is designed to assist call centers in multiple ways.

Call Center 59

Call Center call center software Interactive Voice Response Abandon rate 59

Fonolo

JUNE 8, 2021

Look around your call center. Call centers have a reputation for being difficult places to work, especially for front-line agents. Agents are the heart of your call center , so it’s in your best interest to ensure they are satisfied and motivated in their daily work. Reward your team regularly.

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Call Center Morale Contact Center Technology 133

Global Response

NOVEMBER 10, 2021

The post The Best Call Center Software Tools in 2021 appeared first on Global Response. A key factor of handling customer inquiries in an organized manner is the type of infrastructure you have in place. There needs to be a clear protol to ensure consistency and that more.

call center software 48

call center software Call Center Analytics Technology 48

Fonolo

JULY 20, 2021

You’re probably familiar with IVR, or Interactive Voice Response, is a menu system that connects customers to the information they need in your call center. Discover the Six Crucial Contact Center Trends That Will Shape 2021. Luckily, call center software has evolved over the past few years to solve this issue.

Interactive Voice Response 142

Interactive Voice Response Call Center Abandon rate call center software 142

Hodusoft

MAY 10, 2023

11 Must Know Call Center Terminologies- A Guide! In today’s business landscape, call centers serve as the primary channel for communication with customers, providing them with product and service information and support. between 2021 and 2026. This also helps to build trust with your customers and colleagues.

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Call Center Abandon Call Interactive Voice Response call center software 100

Tethr

MAY 24, 2023

These four cutting-edge call center QA trends are set to revolutionize the way we think of QA in the coming months and years.

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Call Center 78

Fonolo

FEBRUARY 16, 2021

Contact center technology has come a long way since its early years as a jury-rigged air traffic control system. The pandemic has hastened many call center trends and compounded technological developments. Contact Center Trends 2021. Watch this space for some really interesting developments in call center tech.

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Call Center Technology Gamification Contact Center 134

Fonolo

APRIL 20, 2021

Is your call center experiencing an increase in abandoned calls ? Are your agents unable to answer an unexpected influx of inbound phone requests (otherwise known as call overflow)? 3 Proven Ways to Reduce Abandon Rates in the Call Center. 3 Proven Ways to Reduce Abandon Rates in the Call Center.

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Call Center Abandon rate outsourcing Wait times 148

Fonolo

APRIL 29, 2021

Call centers have traditionally been seen as unprofitable, and a necessary cost for businesses. With that said, call centers are expensive to run, so it’s important to consider the financial costs involved. If you’re thinking of launching your own call center, here’s a guide to help you calculate the costs involved.

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Call Center outsourcing CRM Technical Support 128

TCN

JULY 5, 2021

Let’s face it; your call center needs to make the switch to the cloud. The post It’s 2021: Let Your Call Center Software Do the Work for You appeared first on TCN.

call center software 52

call center software Call Center 52

TCN

DECEMBER 22, 2020

The post TCN’s Call Center Software Trends and Predictions for 2021 appeared first on TCN. A year ago, who would’ve ever predicted 2020 would turn into what it is now.

call center software 52

call center software Call Center 52

Fonolo

JUNE 29, 2021

With the right mechanisms at their disposal, agents are better equipped to drive sales, solve customer disputes, and otherwise contribute to your bottom line and call center metric health. But technology has remained a barrier for modern contact centers. How to Foster Agent Engagement in a Hybrid Contact Center.

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Call Center Technology Contact Center outsourcing 91

Fonolo

OCTOBER 13, 2020

Contact center budgets will probably stagnate next year. Contact center executives who have already submitted their 2021 budgets won’t be surprised to hear this news: you’re getting less money next year. Why is Call Center Agent Turnover Increasing? The contact center is in its final days.

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Call Center Contact Center Coaching contact center workforce 144

Contact Center Pipeline

DECEMBER 2, 2021

Contact Center Pipeline had a very good 2021. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this. I […].

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Contact Center Call Center 147

Outsource Consultants

JULY 7, 2022

In 2021, retail sales enjoyed an unparalleled growth rate of 14 percent , nearly 5 times the rate seen pre-pandemic. As a result, the generously staffed call centers that were once indispensable are beginning to look like little more than an unnecessary cost requiring swift elimination.

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Call Center outsourcing Education Sales 128

TeleDirect

SEPTEMBER 30, 2020

For call centers, some trends and ways of working haven’t so much changed as they’ve amplified. Let’s look at some things to look out for with call centers and contact centers for the remainder of 2020: Home is the new office. Fill out our customer contact form today or call us at (800) 776-1081.

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Call Center Business Process Outsourcing outsourcing Enterprise 118

Ansafone

FEBRUARY 25, 2021

Call center technology is rapidly changing. As many call centers work to add new ideas and methods to impress their clients and serve the customers better, many will need to think about implementing the latest call center technology as effectively as possible.

Call Center 71

Call Center Technology Contact Center Business Process Outsourcing 71

Contact Center Pipeline

JANUARY 5, 2021

Welcome to 2021 and the January issue of Contact Center Pipeline. We are introducing our new advisory board members in Susan’s article this month as they share their thoughts on what 2021 will bring for our contact centers. I hope the new year brings much health and happiness. This is an exciting month.

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Contact Center Employee engagement Call Center Management 147

ShepHyken

NOVEMBER 15, 2021

By evaluating relevant key performance indicators (KPIs) or call center metrics, companies can gauge how their customers perceive the support they receive from their organization. The post 5 Top Customer Service Articles of the Week 11-15-2021 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 180

Customer Service Metrics Call Center Customer Experience 180

Fonolo

FEBRUARY 2, 2021

Here are some of the ways call center trends around technology have changed. 3 Crucial CX Trends You Need to Know for 2021. Major Call Center Technology Trends in 2021. There have already been rapid innovations in call center tech , which will become mainstream in 2021.

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Contact Center Technology Call Center Gamification 91

TCN

DECEMBER 9, 2021

The post TCN to Showcase Next-Generation Call Center Platform at Customer Contact Week 2021 appeared first on TCN. WHATCustomer Contact Week (CCW), hosted by IQPC, is an online community for finding Customer Service.

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Call Center Customer Service 52