Playvox

DECEMBER 13, 2022

During my career in workforce management, call avoidance was always an issue — regardless of the location of the business, the nature of the business, or the location of the agent. Call avoidance , now known as interaction avoidance, denotes the steps an agent takes to avoid handling a customer interaction. And Why it Matters).

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

SharpenCX

AUGUST 4, 2020

It takes on the simpler tasks eating away at your time so you can properly manage losses in demand or changes in customer expectations. Automation also benefits you, manager. Use it to automate scheduling your agents, route coaching lessons to your team, and even alert you to KPI thresholds that need attention.

Call Center 67

Call Center Technology Self service Coaching 67

Aria Solutions

MARCH 31, 2020

Phone support, email support, social media all need to work cohesively into a comprehensive customer experience that empowers employees to be more effective and allows self-service capabilities so your customers can quickly find answers to their questions. On-Demand Self-Service Model for Customers.

Contact Center 62

Contact Center Agent burnout Self service Chatbots 62

Balto

FEBRUARY 6, 2023

Here’s why: The contact center is a people person’s dream job —agents get to work on their social skills, form relationships with others, and solve problems for customers. There’s plenty of room for advancement: 68% of tenured agents were actively working towards a promotion and 84.7% Basically, they’re happy where they are.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Noble Systems

OCTOBER 21, 2020

Your customers don’t have to repeat themselves and your agents can quickly access their data – not only from this call, but from previous ones as well – for faster service and a better experience. Evaluate and improve agent performance – The ACD can let you listen to live agent calls and record them to review later.

First call resolution 57

First call resolution Call Center Interactive Voice Response call center software 57

Robert Davis

APRIL 5, 2018

The rise in digital channels over the past decade has had a profound effect on service and sales operations. Corporate enterprises have been successful at deflecting inbound calls to self-service channels to save costs, but in doing so, they also have been losing out on opportunities to up-sell and cross-sell customers.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

The rise in digital channels over the past decade has had a profound effect on service and sales operations. Corporate enterprises have been successful at deflecting inbound calls to self-service channels to save costs, but in doing so, they also have been losing out on opportunities to up-sell and cross-sell customers.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40