Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . One of the most important aspects of a call center is that phone traffic flows correctly…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. Meet Our Panel of Call Center Experts & Business Leaders: Kevin Lee. Chris Laan.

Call Center 345

Call Center Contact Center Finance Consulting 345

Playvox

FEBRUARY 1, 2024

As a contact center leader, there’s no question you’re at the heart of the conversation. But do you know how your customers really feel about your brand, products, services, and support? In an omnichannel contact center , that may include email, text, chat, social, voice-based interactions, and more.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

NobelBiz

FEBRUARY 14, 2023

Dead air time refers to the period of inactivity during customer interaction in a contact center; the time between when an agent finishes speaking and when the customer begins speaking or vice versa. Provide regular coaching and feedback to help agents improve their skills.

Contact Center 52

Contact Center Call flow Scripts Interactive Voice Response 52

DMG Consulting

SEPTEMBER 12, 2023

It has taken close to 20 years, but the convergence of the processing power of the cloud, interaction analytics (IA), artificial intelligence (AI) technologies, and a shift in what agents are empowered to do for customers is finally making the concept of real-time contact centers a reality.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. As the industry advances, so do the methods we use to ensure our workforce is performing at its best. A strong call center training program should not just be part of your onboarding process. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

Global Response

MAY 15, 2023

What do call center quality and your car have in common? Call center quality is often handled similarly—pushed to the backburner until there’s a glaring issue or a flashing red light indicating a major problem. The solution? What KPIs and metrics are most important for your call center?

Call Center 62

Call Center Scripts Coaching outsourcing 62

DMG Consulting

SEPTEMBER 6, 2023

Real-Time Guidance Drives Contact Center Digital Transformation September, 2023 In 2005, Donna Fluss, founder and president of DMG Consulting LLC, published a book called The Real-Time Contact Center , which had a twofold purpose. RTG solutions also help improve regulatory compliance and script adherence.

Contact Center 48

Contact Center Average Handle Time Analytics Consulting 48

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

NobelBiz

JUNE 19, 2023

The modern world is centered on the concept of immediacy and the ability to obtain information instantly. By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment. What is Real-Time Monitoring?

Call Center 52

Call Center Coaching Contact Center Metrics 52

aircall

MARCH 17, 2016

Customers expectations for service are always increasing and call center training is a crucial part of the puzzle. Improving performance management and training best practices in the call center is key to keeping your customers happy. From taking orders to providing customer support, sticky situations are bound to arise.

Best practices 59

Best practices Call Center Calibration Coaching 59

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing.

Management 86

Management Gamification Quality management Schedule adherence 86

NobelBiz

JUNE 5, 2023

However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them. This means that call center agents need to make multiple calls before they can even start the sales process.

Call Center 52

Call Center Scripts CRM Contact Center 52

JustCall

MARCH 9, 2023

Using advanced technology solutions can make all the difference here. Finding an effective conversation intelligence platform that can support you in this quest can be quite challenging. Monitoring agents’ performance becomes so much easier with a conversation intelligence solution.

Coaching 52

Coaching Sales Chatbots Analytics 52

Balto

NOVEMBER 28, 2023

Call center quality management can present numerous challenges for your business. Artificial intelligence (AI) has introduced a wide range of solutions that enable faster, more accurate, and more efficient call center quality management.

Quality management 52

Quality management Call Center Management Contact Center 52

Noble Systems

MAY 11, 2021

Conversation Analytics is just one piece of the puzzle. As a part of the conversation analytics mix, automated speech recognition (ASR) can help companies better understand their customers and improve the brand experience. Many companies, including contact centers, leverage ASR to provide advanced call routing.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

JustCall

APRIL 26, 2022

To address this issue and ensure a consistently great customer experience (as well as to drive higher conversions), sales teams around the world are adopting new-age solutions. Conversation intelligence technology uses artificial intelligence to analyze and optimize conversations in sales calls, demos, and customer support interactions.

Coaching 52

Coaching Benchmark Sales Analytics 52

NobelBiz

FEBRUARY 27, 2023

In our sphere, a successful contact center is defined by its ability to manage customer interactions and meet their needs, while also operating in an efficient and cost-effective manner. To become a successful contact center, managers should pay exhaustive attention to four aspects, the first of which is a well trained workforce.

Contact Center 52

Contact Center Self service Metrics Wait times 52

JustCall

APRIL 12, 2023

Also, remember to factor in any extra costs like training or support. Look for a tool that provides the necessary features for your sales process, such as call recording, analytics, and integrations with other tools. The best Gong alternative is a customizable, scalable solution that fits businesses of all sizes.

Sales 52

Sales Coaching CRM Contact center software 52

Noble Systems

MARCH 19, 2021

From sales and marketing to customer support to technology resources, SMBs must be nimble and responsive. And they definitely don’t have the big pocketbooks – so their solutions must be cost-effective and generate added value. Call Center Software for SMB. Cloud Contact Center for SMBs. Auto-Attendant and IVR.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

JustCall

APRIL 26, 2022

So, owing to the ongoing and imminent developments, it’s almost imperative for call centers to do away from conventional practices and adopt a more dynamic approach that’s relevant to the now. This means adopting new-age solutions to be more proficient and “intelligent”… to be more in sync with the latest consumer trends.

Call Center 52

Call Center Sales Interactive Voice Response call center software 52

Interactions

APRIL 14, 2021

Constantly evolving regulations and best practices can make it challenging for companies to decide on the best solutions to improve their businesses. In this post, I’d like to share how currently available AI solutions are transforming the industry along these lines. Privacy : Debt is a sensitive matter.

Virtual Agent 90

Virtual Agent Call flow Call Center Finance 90

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. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Balto

FEBRUARY 6, 2023

With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

JustCall

APRIL 12, 2023

Thinking of investing in auto dialer software for your call center or sales team? This is why this piece of software can be useful for sales teams, customer support teams, the healthcare sector, the hospitality sector, and so on. This can be done by uploading a list of contacts from your CRM as a CSV file. A wise decision!

Scripts 52

Scripts Sales CRM Contact Center 52

Interactions

APRIL 14, 2021

Constantly evolving regulations and best practices can make it challenging for companies to decide on the best solutions to improve their businesses. In this post, I’d like to share how currently available AI solutions are transforming the industry along these lines. Privacy : Debt is a sensitive matter.

Virtual Agent 62

Virtual Agent Call flow Call Center Finance 62

JustCall

MARCH 9, 2023

Contact centers are the conversation hubs of a business that faces an immense flurry of activity every single day. So how can your business, in such a situation, ensure that your contact center is functioning optimally? The best way is to work with industry-tested strategies that have proven themselves time and again.

Contact Center 40

Contact Center Interactive Voice Response Scripts Self service 40

NobelBiz

APRIL 20, 2020

Metrics like Customer survey ratings or average wait times will reveal a lot about the success of your contact center. Your managers may need to do call monitoring in order to understand the specifics of your contact center’s results. As a result, call recording in the cloud becomes a valid alternative.

Contact Center 52

Contact Center voip CRM Journey mapping 52

aircall

JANUARY 19, 2021

With the proper tools in place, a cloud-based phone system helps to create autonomy for sales and support operations. Providing customer support. Call whispering, call monitoring, and call barging are phone system features that can be used to coach new sales representatives or those who are struggling to improve their sales strategies.

voip 62

voip Interactive Voice Response Sales Government 62

JustCall

DECEMBER 23, 2022

Here’s a quick glimpse into what a Power Dialer software typically encompasses: Lead identification: It automatically dials numbers on a contact list enabling agents to speak to quality leads. Saved time + effort: It helps save time and effort that would go into typing a new contact number after every call.

CRM 52

CRM Sales Coaching Personalization 52

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Tell me about some of the problems with previous products or services that you’ve supported.

Management 207

Management Customer Service Consulting Consulting 207

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Tell me about some of the problems with previous products or services that you’ve supported.

Management 182

Management Customer Service Consulting Consulting 182

Fonolo

JUNE 17, 2015

The training you provide to your contact center employees prepares them for what’s to come in the workplace and helps them incrementally improve their skills. Support extra online training. Use speech analytics to identify training needs. What is call center training? Call Center Training Best Practice.

Call Center 96

Call Center Gamification Coaching Contact Center 96

aircall

NOVEMBER 4, 2016

This technology is often used in call centers, since they field a large volume of calls, and continually seek to enhance productivity. Computer telephony integration opens the door to a more flexible and scalable way of operating a call center. What are the benefits of computer telephony integration for a call center?

Customer Support 83

Customer Support Call Center Interactive Voice Response Automatic Callback 83

Voxjar

MARCH 21, 2019

Common mistakes to avoid when developing a scorecard for your contact center. Sales is not the same as support. This goes for all of your different business functions that communicate with customers, and if you’re an outsourced contact center or a BPO this applies to different projects and brands, too.

Metrics 40

Metrics Coaching Scripts Contact Center 40