Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Setting agreed-upon metrics across different areas of the business — IT, the C-Suite, sales, operations, etc. — is a good place to start.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Playvox

APRIL 14, 2022

ENJOYING THIS ARTICLE? Workforce planning, also called workforce management, is the process of hiring and scheduling customer service agents based on anticipated interaction volume. Not enough scheduled agents will negatively impact service levels, while overstaffing is bad for the budget. Sign up for our newsletter.

Contact Center 78

Contact Center Abandon rate contact center workforce Multichannel 78

Callminer

MARCH 9, 2020

Ensuring your organization has enough hands on deck at all times keeps callers from waiting too long or abandoning calls altogether before their questions can be answered. This article describes how the process can be simplified with software and what you can do get the best scheduling solution for your organization.

Best practices 182

Best practices Call Center Analytics Metrics 182

aircall

MARCH 10, 2021

Your sales or support call center is a hub of activity. In this article, we’ll look at some of the best practices for call center training. Customized reports also help you identify positive and negative trends in performance, so you can gauge what’s working and what’s not when it comes to meeting your business and sales objectives.

Call Center 62

Call Center Scripts call center software Best practices 62

Fonolo

NOVEMBER 17, 2020

Matt Beaty , Executive Vice President of Sales & Marketing at Brightmetrics™. As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. The Voice Channel Strikes Back.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

OctopusTech

SEPTEMBER 29, 2022

With robust reporting, customer service outsourcing companies can improve customer experience by tracking measures and performances, improving sales and marketing processes, and identifying customer satisfaction scores. Some of the popular knowledge base content includes video tutorials, FAQ pages, blogs, and articles.

Customer Service 62

Customer Service CRM Self service Analytics 62

Global Response

DECEMBER 21, 2023

But why does customer service have such a big impact on your brand? The right customer service provider can elevate your brand significantly, whereas a bad provider can tank your brand in a matter of months. When you offer service that no one else is willing to offer, customers will notice—and it’ll elevate your brand.

Customer Service 62

Customer Service outsourcing Chatbots Abandon rate 62

JustCall

MARCH 23, 2023

In this article, we look at the ten best IVR solutions. Sales and support automation – Sales teams can run sales dialer campaigns to call multiple contacts without manually dialing numbers. Aircall Aircall is a cloud phone and call center solution for support and sales teams. When to Use Kixie?

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 52