Outsource Consultants

SEPTEMBER 14, 2021

There are two types of business leaders as Q4 approaches — those that are sweating the possibility of high volume activity in Q4 and those looking forward to it. No matter the offering, businesses are competing against their competitors not just in price and product, but also in customer experience. Tip the Scales with Technology.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Global Response

MARCH 1, 2022

Handle time, CSAT, FCR, abandonment rate—the list is nearly endless. Handle time, CSAT, FCR, abandonment rate—the list is nearly endless. KPIs for call centers: 8 critical metrics to track. When it comes to KPIs for your call center, one thing is for sure: less is more. You may not be so convinced.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Fonolo

JANUARY 31, 2023

Yes, training agents to use the phones and customer management systems is important, but agents must also learn and practice ‘soft-skills’ like empathy and active listening every day. Agents (and management) should always be looking to adjust and improve their phone manner. Don’t just pick one.

Call Center 141

Call Center Contact Center Coaching Gamification 141

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. Read the Full Industry Report Here: Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

MAY 29, 2018

This year, attendees will be encouraged to consider the tools, techniques, and roadmaps that move CS departments towards delivering ‘World-Class Service with Speed & Efficiency”. Are Phone Calls Growing or Shrinking? Senior Director, Product Marketing Strategy, Forrester. –Shai Berger, CEO, Fonolo. Plus So Much More!

Abandon rate 52

Abandon rate Contact Center Call Center Education 52

Quiq

NOVEMBER 9, 2021

These conversational commerce platforms can be powerful tools, especially in a market that’s increasingly moving away from in-store shopping. These conversational commerce platforms can be powerful tools, especially in a market that’s increasingly moving away from in-store shopping.

Chatbots 52

Chatbots Upselling Abandon rate Surveys 52

Fonolo

MARCH 17, 2020

I spoke with Romano at the top of 2020, exciting times for an auto brand zooming forward with its customer service, employee culture, technology, and brand loyalty. million views on YouTube. Now that’s some good traffic! Almost four years ago we decided that our company … needed to change. Now, their goal is to be number one.

Automotive 67

Automotive Abandon rate Feedback Technology 67

GetFeedback

NOVEMBER 20, 2018

Whether you’re expecting 50 or 50,000, planning and executing an event takes major time and money. Companies willing to make that kind of investment expect great results, and conference/event surveys help them deliver. Over half of marketers use real-time marketing tactics to promote and gauge events. Let’s get started.

Surveys 79

Surveys Feedback Analytics Abandon rate 79

NobelBiz

SEPTEMBER 19, 2023

Ah, the dreaded dropped call – the arch-nemesis of every contact center agent’s productivity and the ultimate buzzkill in the world of customer service. The call vanishes into thin air, leaving you staring at your phone like it’s some sort of cosmic joke. A high call abandonment rate is 10% or more.

Contact Center 59

Contact Center Abandon rate Call Center Telecommunications 59

JustCall

OCTOBER 4, 2022

If you think legacy phone systems are still striking a chord with small and mid-size businesses (SMBs), think again. According to research, around 61% of SMBs are switching to VoIP cloud business phone systems. In fact, further research indicates that for 91% of companies, compliance is easier with cloud-based VoIP phone systems.

voip 52

voip Interactive Voice Response CRM Abandon rate 52

aircall

MARCH 10, 2021

We’ll also take a look at the tools and technologies available for training call center agents. You can expect rave reviews from your customers if you follow three steps: Use a cloud-based phone system and other software integrations to improve the training process. Cloud-Based Phone System. Call scripts. Call Scripts.

Call Center 62

Call Center Scripts call center software Best practices 62

CrazyCall

AUGUST 8, 2019

Call Abandonment Rate. Occupancy Rate. Transfer rate. Missed phone calls. What’s more, you can monitor the inbound phone calls handled by each of your agents i.e. per day. Customers call, agents resolve their queries, managers supervise, all things seem to run their course… STOP! First Call Resolution.

Call Center 52

Call Center Metrics Abandon rate Management 52

JustCall

MARCH 23, 2023

Interactive Voice Response, or IVR, is necessary for every contact center. It serves as a round-the-clock virtual receptionist. The IVR is configured to lead the user to a self-help guide that answers their query, a human agent who can solve their problem, or a pre-recorded voice message. In this article, we look at the ten best IVR solutions.

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 52

Callminer

OCTOBER 22, 2019

Inbound Call Centers: An inbound call service handles (either in part or the whole) the incoming phone calls regarding your business. When the reps you hire answer the phone, you need them to be able to provide support and be helpful. When it comes to choosing a call center service, that choice becomes even more difficult.

Best practices 203

Best practices Call Center outsourcing Contact Center 203