Tenfold - Contact Center Blog

JULY 9, 2018

Front-facing employees are the lifeblood of a business. The job isn’t only about picking up the phone 24/7, it entails establishing customer relationships based on value and satisfaction. The better a contact center’s FCR is, the more successful and efficient they are in providing solutions rather than creating problems.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

OctopusTech

JULY 25, 2022

Exhausted representatives, long waiting times, and angry customers are some of the common problems a call center agent might face in working with high call volumes. One way to prevent all these problems is to integrate automatic call distribution (ACD) system. What does an automatic call distribution mean?

Interactive Voice Response 62

Interactive Voice Response Wait times Average Handle Time Call Center 62

Callminer

NOVEMBER 25, 2019

An efficient call center operation hinges on the ability of management to identify flaws in their systems and practices as well as execute improvement plans to fix these quickly. However, the exact tools and approach you employ at your call center for this purpose should align with your center’s mission and personnel.

Best practices 182

Best practices Call Center Metrics Average Handle Time 182

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Source: Gartner If a company’s customer service is normally excellent, 78% of consumers will do business with them again after a mistake. businesses each year following bad customer experiences.

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81

JustCall

APRIL 5, 2022

Different solution providers offer different VoIP features; some could be very limited while others can have advanced capabilities. In this post, we discuss various VoIP phone features that you should look for in VoIP software. Did you know , with VoIP, small businesses can save around 90% on international calls and 40% on local calls?

voip 52

voip CRM Interactive Voice Response Sales 52

NobelBiz

MAY 24, 2022

The goal is to provide remote call center agents with as much comfort and mobility as possible. 5 Tips for managing remote call center agents The pandemic issue has had a significant impact on the call center industry. You need to provide your employees with tools that allow them to stay connected and productive at all times.

Call Center 52

Call Center Management virtual call center Interactive Voice Response 52

JustCall

APRIL 5, 2022

So, having a clearly defined unified communication strategy is almost essential for small and big businesses… a strategy that prioritizes quick turnaround, round-the-clock availability, and transparency at the core. Skype), more businesses are now adopting VoIP owing to its numerous benefits. On-promise phone system.

voip 52

voip Interactive Voice Response CRM Wireless 52

JustCall

APRIL 5, 2022

So, having a clearly defined unified communication strategy is almost essential for small and big businesses… a strategy that prioritizes quick turnaround, round-the-clock availability, and transparency at the core. Skype), more businesses are now adopting VoIP owing to its numerous benefits. On-promise phone system.

voip 52

voip Interactive Voice Response CRM Wireless 52

JustCall

APRIL 5, 2022

So, having a clearly defined unified communication strategy is almost essential for small and big businesses… a strategy that prioritizes quick turnaround, round-the-clock availability, and transparency at the core. Skype), more businesses are now adopting VoIP owing to its numerous benefits. On-promise phone system.

voip 52

voip Interactive Voice Response CRM Wireless 52

Balto

DECEMBER 14, 2022

There are many things you can do to make your call center more productive, like motivating your agents, equipping them with technological solutions, and implementing self-service options. But before thinking about solutions, it’s important to measure your current productivity metrics to be able to track progress down the line.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Pointillist

JANUARY 25, 2019

By Swati Sahai Call centers are an operationally-complex element of your business, but they play a big role in your customers’ experience with your company. It’s no easy task, but the right mix of call center metrics and KPIs can help you stay the course. And how you engage with them shows whether you value their business.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

Dialer 360

OCTOBER 12, 2018

The contact center as service (CCaaS), a cloud-based consumer experience solution. It allows companies to utilize a call center provider’s software. Model of CCaaS also provides business to purchase only technology that they need. This is an ideal option for several call centers, offering scalability as operational needs change.

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Call Center Contact Center Cloud contact Abandon Call 20