Fonolo

APRIL 5, 2022

What comes to mind when you think of the ideal call center leader? While those are certainly beneficial, the right candidate needs a lot more than that to make it as a successful call center leader. Being a call center leader is hard work; work that’s vital to ensure a successful call center operation.

Call Center 99

Call Center Contact Center Gamification Construction 99

Fonolo

JANUARY 29, 2019

We have 17 gifts for you today, or rather, 17 intriguing facts about call centers! You may know a few of these already, but trust us: It never hurts to revisit some of the pivotal advancements, trends, stats, and interesting facts that have made waves in the call center industry (both past and present). Call backs anyone?

Call Center 85

Call Center Airlines Contact Center Self service 85

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. The importance of agent motivation in a call center cannot be overstated.

Morale 78

Morale Gamification Contact Center Quality management 78

Playvox

APRIL 11, 2023

Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 3. Invest In Coaching To keep contact center agents engaged, investing in training and coaching is essential. According to a 2022 Gallup report , employee feedback should happen a few times a week.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Playvox

FEBRUARY 20, 2024

Forty-three percent of companies in a January 2022 PwC executive survey said they would keep offering hybrid work options for employees and 30% said they’d make remote work a permanent option. It also provides employees with more flexibility and a better work-life balance, as they can create their own schedules and avoid long commutes.

Management 88

Management Gamification Calibration Quality management 88

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition. What is hyper efficiency in a contact center?

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

JustCall

MARCH 9, 2023

As per Shep’s ACA 2022 study Top 6 Contact Center Features Every contact center solution provides plenty of features to enhance contact center functionality. The following contact center features list covers the most significant ones. FAQs 1) What are the essential cloud contact center features?

Contact Center 52

Contact Center Interactive Voice Response Customer Service Contact center software 52

COPC

JANUARY 15, 2024

Call centers typically see ~70% or more of their first-year attrition within the first 90 days.  The gap decreased from a nine-point difference in 2021 (70% vs. 61%) to an eight-point difference in 2022 and further to a five-point difference in 2023.   Onboarding is a “danger zone” for attrition.

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Liveops

JANUARY 6, 2022

As we embark upon 2022, many are reflecting on all the lessons learned and challenges faced from transitioning to a remote work environment, which has accelerated over the last two years. In turn, virtual call centers, receptionist services, and customer service providers have become more in demand than ever. .

Gamification 62

Gamification virtual call center Virtual Agent Call Center 62

Fonolo

DECEMBER 13, 2022

Call center leaders have their work cut out for them. Sometimes, it’s hard to find the time to map out call center development goals. . Here at Fonolo , our call center tech lends itself nicely to business and development planning. You need an action plan for call center development.

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. What Are Call Center Efficiency Metrics? Is your call center prepared?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

JustCall

NOVEMBER 25, 2022

With sales dialers, calls are answered by an automated dialing schedule. As a result, a virtual call center can be created remotely, and features such as call recording, integration, transcripts, voicemail transfer, and call monitoring can be added. Top 11 Sales Dialer Software of 2022.

Sales 52

Sales voip Real estate CRM 52

JustCall

AUGUST 10, 2022

Top 8 Avoxi Alternatives & Competitors in 2022. Top 8 Alternatives to Avoxi – Choose the Best Call Center Software for Your Business. Cloudtalk is a cloud-based call center software designed for customer support and sales teams. Looking for a robust Avoxi alternative ? JustCall Overview. Image Source.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

OctopusTech

SEPTEMBER 29, 2022

For example – If you want to make or receive a phone call by using your customer care software, then ensure that it provides blended call center services too. When a user speaks with an operator of a call center, both parties clearly understand each other without any misunderstanding. Messaging apps.

Customer Service 62

Customer Service CRM Self service Analytics 62

Playvox

APRIL 27, 2023

Tackle Agent Attrition, Address Burnout With WEM In 2022, the average a gent turnover rate climbed as high as 30% for large customer service organizations. Gamification can contribute to a better agent experience by breaking up the daily routine while promoting collaboration and a deeper sense of community within the team.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Playvox

SEPTEMBER 2, 2022

Our 2022 research shows that 70% of agents say that working remotely has improved their job satisfaction, and 56% of respondents say they’d consider leaving their jobs if they couldn’t work remotely. Related Article: 7 Essentials to Managing Remote Call Center Agents. So we’ve got two words for you: remote work. Leanne Y.,

Contact Center 70

Contact Center Management Gamification Surveys 70

NobelBiz

AUGUST 28, 2023

Multichannel Maze According to CustomerThink , a noteworthy 40% of organizations are cranking up the dial on self-service IVR software, making it crystal clear that omnichannel self-service is taking pole position in the call center’s roadmap to the future. Navigating the multichannel maze is a classic contact center challenge.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Playvox

MAY 2, 2023

Supporting remote work in your customer service center is key to a positive employee experience. Remote work continues to be a highly desirable benefit for contact center employees. Research from 2022 by ICMI tells us that only 35% of contact centers have omnichannel capabilities, but customer demand is high for this type of support.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. In terms of numbers, ROI is expressed as a percentage.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

NobelBiz

FEBRUARY 22, 2023

In the past, businesses had to spend a lot of money and take up a lot of space to install call center technology — stations, computers, servers, etc. Companies may now use Cloud Contact Center solutions without worrying about deployment and maintenance thanks to the power of the cloud. And here are the telltales.

contact center solutions 52

contact center solutions Contact Center Cloud contact Contact center software 52

NobelBiz

FEBRUARY 21, 2022

In the past, businesses had to spend a lot of money and take up a lot of space to install call center technology — stations, computers, servers, etc. Companies may now use Cloud Contact Center solutions without worrying about deployment and maintenance thanks to the power of the cloud. And here are the telltales.

Contact center software 52

Contact center software Contact Center contact center solutions Cloud contact 52

JustCall

MARCH 9, 2023

billion , from 2022 to 2028, with a CAGR of 21.8%. Its key features include: Sales Management – Gong facilitates sales gamification, live pipeline management, activity tracking, and account-based analytics. Call centers’ conversational AI can also help in training sales reps, enhancing their performance and productivity.

Coaching 52

Coaching Sales Chatbots Analytics 52

Balto

APRIL 20, 2023

Increasing headcount was number six in the lineup, and gamification tools came in last place at only 9.43%. Many, in fact, see call centers as the new sandbox for AI-powered customer experience — with an array of new and emerging tools that can boost retention, loyalty, and, ultimately, revenue and profit. 2022, February 6).

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52