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

Quality Contact Solutions

APRIL 26, 2024

For businesses that depend on telesales for consumer sales and customer engagement, adhering to stringent compliance standards is essential for protecting the brand’s reputation and forming the basis of trust with prospective customers.

Call Center 52

Call Center Telemarketing Entertainment Education 52

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

Beyond Philosophy

OCTOBER 11, 2018

A powerful sales technique exists that can help. The best sales organizations use it well; the worst, not so much. It is based on a psychological concept called reciprocity, and it might be what you need to get (or keep) your foot in the door. No one wants to be tricked or cajoled into the sale. We all want to sell more.

Sales 344

Sales Call Center Marketing Personalization 344

Global Response

FEBRUARY 28, 2024

If your small business is currently experiencing these growing pains, it’s time to consider partnering with a call center. In this article, we’ll explore why you need call center services, how they will benefit your business, and how to choose the right one. Let’s dive in.

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

Quality Contact Solutions

NOVEMBER 10, 2022

The right outbound calling center allows an organization to accomplish more with marketing and sales. Read on to learn five helpful outbound calling center services for any organization. Read on to learn five helpful outbound calling center services for any organization. Outbound Call Center Pricing.

call center solutions 98

call center solutions Call Center Telemarketing B2C 98

ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. The best call centers aren’t just pumping out calls from a call sheet with a desk phone.

Call Center 192

Call Center Scripts Contact Center Advertising 192

JustCall

APRIL 15, 2024

Is your sales dial tone sounding like a dead end? With consumers bombarded with countless phone calls, breaking through the noise and connecting with potential customers is becoming harder. In this article, we’ll explore unique strategies and tools designed to increase the customer contact rate.

Call Center 52

Call Center Multichannel Benchmark CRM 52

ShepHyken

JUNE 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Smarter CX) This article shares how Pella improved their strategy, technology, and metrics to deliver exceptional experiences.

Customer Service 167

Customer Service Multichannel Call Center Contact Center 167

Vcaretec

JULY 18, 2023

It's a wise move to decide to call center outsourcing solutions so you can maintain your attention on what matters most—running your business! The call center outsourcing best practices that result in the most successful contact center projects will be shared in this article. Plan rather than panic.

outsourcing 98

outsourcing Call Center Contact Center Best practices 98

Quality Contact Solutions

OCTOBER 19, 2022

Appointment setting is a key step in the sales process and converting leads into customers. However, it is time-consuming, particularly when handled by a sales team. Many businesses look to call centers to handle this vital business process. What Is Call Center Appointment Setting?

Call Center 98

Call Center Scripts Telemarketing Best practices 98

Callminer

MARCH 9, 2020

Scheduling forms the foundation of every successful call center operation. 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. Keeping up with Incoming Calls. Monitoring Attendance and Leave.

Best practices 182

Best practices Call Center Analytics Metrics 182

Global Response

DECEMBER 21, 2023

Cultural and Language Alignment with Customers Cultural and linguistic alignment makes a massive difference in the quality of customer service provided, and it’s obvious that US-based call centers will have a stronger cultural and linguistic alignment than those that are located further away.

Call Center 62

Call Center outsourcing Finance Healthcare 62

Quality Contact Solutions

JULY 26, 2022

After writing over one thousand call center scripts, we know that there isn’t a single stand-alone ingredient we’d consider the ‘secret sauce’ for creating the perfect script. Instead, scripts are purposeful and serve as a guide to accomplish the objective of the call.

Scripts 98

Scripts Call Center Telemarketing Best practices 98

Global Response

AUGUST 7, 2023

If creating a successful call center is proving challenging, our team has 40+ years of experience managing call centers and creating successful cultures. How your team communicates, shares information, and collaborates makes up a big part of your call center culture. Communication. Your customer focus.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Global Response

OCTOBER 2, 2023

Does call center etiquette matter? They have a call center and provide quick, efficient service to their customers, but their agents are known for being hasty, serious and unfeeling. We’ll explain—and show you how to excel at call center etiquette—in the rest of this article. The short answer: yes.

Call Center 62

Call Center Scripts Chatbots outsourcing 62

Quality Contact Solutions

JANUARY 6, 2021

Do you want to capture more market share? Do you need to save costs? When it comes to increasing sales, think about an outbound call center like a Swiss Army Knife. My point is, outbound call centers are multi-faceted. A call center is a tool designed to help support you with completing any task you have.

Call Center 52

Call Center Sales B2B Accountability 52

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. Find out what you can do today to boost efficiency and improve call center performance by reading our pros’ responses below.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Global Response

FEBRUARY 26, 2024

In this article, we’ll look at some simple and effective ways to boost your customer service—and explore how a call center can help. Leveraging technology to improve customer service One of the easiest ways to improve customer service skills in call centers today is to leverage technology effectively.

Call Center 62

Call Center Customer Service outsourcing CRM 62

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? The right call center reporting system isn’t just a nice-to-have; it’s an absolute necessity.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

NobelBiz

MAY 25, 2023

Are you looking to optimize your call center’s efficiency and streamline your business’s data management process? If so, it’s crucial to find the right call center software vendor that integrates with a customer data platform (CDP). But with so many options available, how do you choose the right one?

call center software 98

call center software Call Center APIs Contact Center 98

Global Response

OCTOBER 2, 2023

In this article, we’ll look at why online reputation matters so much, and how to manage it effectively using a call center. Your online reputation can cross many channels, and managing this reputation can improve how customers see your brand and increase customer trust, loyalty, retention and sales.

Call Center 62

Call Center Management Airlines outsourcing 62

Global Response

SEPTEMBER 21, 2023

Should e-commerce businesses work with outsourced call centers? The key lies in ensuring your outsourced call center implements some core best practices for e-commerce businesses. You might be wondering how exactly a call center comes into play here, though. The downside is that the reverse is also true.

Best practices 62

Best practices outsourcing Call Center Multichannel 62

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: The author of this article poses this question: In what ways are elite brands going the extra mile to keep customers satisfied?

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

Quality Contact Solutions

DECEMBER 31, 1969

Technology has made it possible for outsourced call centers to leverage a remote workforce both effectively and efficiently outside of traditional offices, which is great! Making the decision to leverage a remote workforce as part of your outsourced call centers strategy isn’t as easy as just “setting up shop”.

outsourcing 56

outsourcing Call Center Sales Telemarketing 56

Global Response

MAY 1, 2023

Inbound, outbound, blended, hybrid—navigating the different types of call center models can require its own dictionary. If you’re looking to outsource your call center needs, but aren’t sure which model is right for you—or even what models are available—we’re here to help.

Call Center 62

Call Center Multichannel virtual call center outsourcing 62

Tethr

OCTOBER 18, 2021

Have you ever wondered what separates a great call center agent from a great one? In our Harvard Business Review article Kick-Ass Customer Service , we broke down the traits of top-performing agents in service centers, based on some of the research we’ve done around how to evaluate call center agent performance.

Call Center 103

Call Center Metrics Customer effort Sales 103

Global Response

JULY 17, 2023

But one of the most cost-effective outsourcing options is using a call center, as opposed to managing customer service and call center operations in-house. In this article, we’ll show you seven key ways using an outsourced call center can save your business money.

Call Center 62

Call Center outsourcing Upselling Self service 62

ShepHyken

OCTOBER 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Jeremy Watkin is the Director of Customer Experience for a call center, so he knows a thing or two about service and experience.

Customer Service 211

Customer Service Customer retention Call Center Metrics 211

Callminer

FEBRUARY 26, 2019

I was prompted by a BBC.com articled entitled ‘ Which banks do customers love or hate? ’ to think about the impact of a call center on the emotional divide the article highlights. That cost alone is a compelling reason for ensuring high levels of customer satisfaction are delivered by your call center.

Call Center 159

Call Center Banking Best practices Surveys 159

Global Response

NOVEMBER 6, 2023

In this article, our team—with over 40 years of experience managing call centers in dozens of domestic and international locations—outlines the ethical considerations of working with call center outsourcing companies, and how to ensure your partnership is beneficial for everyone involved.

outsourcing 62

outsourcing Call Center Transportation Metrics 62

Global Response

DECEMBER 23, 2022

In-house call centers seem like the easiest and most efficient option—but are they cost-effective? When managing an in-house call center, costs can compound and balloon quickly, whereas outsourcing presents a stable, cost-effective option. They’re one of the most basic forms of call centers and often have lower rates.

outsourcing 62

outsourcing Call Center Contact Center Technical Support 62

Global Response

AUGUST 7, 2023

There’s a lot of discussion about employee empowerment today, but call center agents are a unique type of employee with unique roles and needs. So, how do you create empowered call center agents who can deliver great service day-in and day-out? We’ll show you how in this article.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

Quality Contact Solutions

JUNE 12, 2020

In the world of inbound call center outsourcing, many things are going to factor heavily in deciding which call center to use for inbound call handling. First, these models and prices discussed in this article are for domestic inbound programs placed in U.S. call centers.

outsourcing 89

outsourcing Call Center Telemarketing Inbound sales 89

Global Response

FEBRUARY 13, 2022

Inbound vs. outbound call centers: which one is right for you? Can a call center really alleviate pain points in your business? Maybe you’re struggling to keep up with a recent influx of customer service calls. But which kind of call center is right for your business? What is an inbound call center?

Call Center 62

Call Center Telemarketing Technical Support outsourcing 62

Global Response

AUGUST 7, 2023

Your call center. In this article, we’re breaking down the recent data and future trends to demonstrate why your call center is an essential element in customer retention—and how to use it effectively. The front line of your customer service is, of course, your call center. Don’t believe us?

Customer retention 62

Customer retention Call Center Upselling Personalization 62

Global Response

OCTOBER 17, 2023

As a result, many companies are moving their outsourcing operations to onshore models in hopes of increasing call center security and providing additional protection for sensitive data. But onshore call centers aren’t always inherently more secure than offshore models. However, is this really the best solution?

Call Center 62

Call Center outsourcing Technology Finance 62