SharpenCX

JANUARY 21, 2020

A couple of years ago, Tommy Reese, Deloitte’s Contact Center Strategy Manager said , “If you treat the client like gold, then they’ll continue to buy from you and other sales will follow.”. But how do you, as a manager, contribute to this? Download Now: Get real about coaching with 7 practical tactics to coach and train your agents.

Metrics 76

Metrics Contact Center Abandon rate Coaching 76

JustCall

FEBRUARY 3, 2021

Call center managers are the ringmasters of all operations in a call center. Likewise, sales and customer support managers supervise corresponding agents. In this blog, managers will learn how to turn their agents into seasoned experts at handling customers and prospects with call monitoring.

Analytics 98

Analytics Interactive Voice Response call center software Call Center 98

NobelBiz

FEBRUARY 2, 2021

By having a 100% cloud-based call management solution like Omni+ from NobelBiz integrated with your business tools, you can be fully operational in just a few minutes. A learning management system can help your agents learn anytime, anywhere. What about Remote Management of New Agents?

Call Center 52

Call Center First call resolution Abandon rate Contact Center 52

SharpenCX

MARCH 30, 2021

Does your call center technology help you with performance management, giving you the data you need to effectively train agents? What does your data tell you about where you need to coach and develop your teams? With their managers? How does my call center technology help my agents with their work?

Call Center 67

Call Center Technology Customer Experience Contact Center 67

Calltools

AUGUST 19, 2020

Operating with efficiency is crucial to a call center’s success. Monitoring key performance indicators (KPI) helps your managers pinpoint the areas that need improvement. For instance, the insurance industry is slammed with calls at the beginning of every year due to new customers and changes in policy terms.

Benchmark 52

Benchmark Call Center Abandon rate Interactive Voice Response 52

JustCall

APRIL 3, 2023

In this guide, we’ll explore everything you need to know about inbound call centers, from setting up a call center to managing call volume and improving call center metrics. What Is an Inbound Call Center? What are some common challenges faced by inbound call centers? Let’s jump right in.

Call Center 40

Call Center call center solutions Average Handle Time Technical Support 40

SharpenCX

JUNE 23, 2021

You need powerful analytics to monitor, measure, and manage your agents and your interaction data during the day. It can be hard to manage. So, start with KPIs to shape your performance management and build a plan to reach your goals. Did you and your WFM managers staff your call center appropriately?

Contact Center 101

Contact Center Abandon rate Management Metrics 101

NobelBiz

FEBRUARY 21, 2023

This is where the need for better management of callbacks in contact centers emanates. And the best practices and tips for managing callbacks Agents proposing the best product or service is no longer a sure bet for success. What is a call center callback option ? The former can better plan his calendar and manage his time.

Best practices 52

Best practices Contact Center Abandon rate Management 52

NobelBiz

MAY 24, 2022

Managing call center agents remotely has become a true challenge for the industry. Running a remote call center, on the other hand, has become relatively simple with strong management, an excellent organization, and the necessary contact center technological tools. Here are the 5 tips to tackle them: 1.

Call Center 52

Call Center Management virtual call center Interactive Voice Response 52

Tenfold - Contact Center Blog

JULY 9, 2018

Here’s a list of the most crucial metrics that inbound call center must measure. First Contact Resolution (FCR) is an essential part of managing your company’s relationship with your customers. A 2016 survey by Call Center Helper shared that 62.7% of call center professionals view Service Level as the most essential KPI.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

aircall

FEBRUARY 26, 2021

Have you ever needed some advice when it comes to managing your money? If so, you’ve probably called a bank, credit card company, or loan provider at some point for help. Investment sales reps sell financial products, such as securities, stocks, bonds, and commodities, and they also manage investment trading.

Sales 62

Sales call center software Banking Call Center 62

Taylor Reach Group

AUGUST 23, 2017

We are all familiar with the maxim that “you can’t manage what you don’t measure”, and it is certainly true. Management and their immediate Team Leaders define what those performance standards are. Best practice is for management to be transparent regarding what the performance standards are and why they are important.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66

8x8

FEBRUARY 6, 2019

Speech Analytics is part of 8x8 X Series that provides managers with instant access to the information they need to better align resources with activity, deliver fact-based coaching and intelligently automate call routing. View more than 20 selectable columns of detailed information on call activity by extension.

Analytics 48

Analytics CRM APIs Contact Center 48

Pointillist

JANUARY 25, 2019

Customer service leaders need to tune in to one set of KPIs, but front-line managers need a different view. Also, you can also assess whether call lengths are excessive and causing unwanted busy tones for customers. Average Call Abandonment Rate If customers are waiting on hold too long, they are likely to abandon calls.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

JustCall

AUGUST 21, 2020

Patient Management & Follow-up Efficiency. We all are aware of how chaotic is patient management in large healthcare systems. Patient management comprises the pre-appointment and post-recovery service. Call centers make patient management and follow-ups so smoother and easier. Call abandonment rates.

Call Center 52

Call Center call center software Healthcare Abandon rate 52

JustCall

FEBRUARY 28, 2024

It offers a blend of powerful dialer features and seamless CRM integrations, ensuring that you’re not just making calls, but making them count. Key Auto Dialer features of JustCall: With JustCall, you can experience the benefit of a lower abandonment call rate. Say goodbye to idle time between calls.

Real estate 52

Real estate CRM Sales Analytics 52

CrazyCall

JANUARY 21, 2019

Inside Sales reps rely on CRM – customer relationship management tool that helps them better operate on their efforts. In such a case an inside sales team chooses a more specific, calling software which offers more solutions in regards to making, taking, and managing calls. Another key difference is the software.

Telemarketing 87

Telemarketing Sales Scripts CRM 87

NobelBiz

MAY 2, 2022

The technological mechanism that automatically sends an incoming call to the correct recipient is known as call routing. Call routing technologies, in other words, ensure that each request is managed optimally, regardless of call volume. A numbering strategy and redirection rules are used to accomplish this.

Contact Center 52

Contact Center Interactive Voice Response Wait times Telecommunications 52

JustCall

APRIL 5, 2022

It can be based on the type of call (e.g., a sales call might go to an agent in sales, while a support call might go to someone in customer service), or it can be based on the identity of the caller (e.g., a call from a VIP customer might go directly to their account manager). Business tool integrations.

voip 52

voip CRM Interactive Voice Response Sales 52

JustCall

FEBRUARY 12, 2024

You want better coaching features Call recordings and analytical insights help your team lead to better coach agents. Call transcriptions and call scoring are the tools you can use to judge your team’s performance. Custom call routing: Personalize call routing rules to suit your business needs.

CRM 52

CRM Analytics Abandon Call Coaching 52