aircall

JUNE 11, 2021

An article on communication theory called Inference of Attitudes from Nonverbal Communication in Two Channels shows the following details about effective communication: Body language accounts for 55% of communication. On that note, have you ever listened to sales reps or support agents on the job in your call center? .

voip 62

voip APIs Call Center Telecommunications 62

NobelBiz

MARCH 6, 2023

As the adage goes, “Lost time is never found again.” And it perfectly suits our topic for this article. Predictive dialers occupy a cornerstone place in every outbound calling strategy as they shorten the time between answered calls, enabling your team to connect with your customers and reach new leads faster.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Dialer 360

OCTOBER 18, 2019

So, how a call recording can make the quality of a contact center better, or why managers use it to train their agents? Fine, in this article we will learn how they do this. It’s better to understand the concept of quality and quality control/quality assurance in a call center. Write a solid script for agents.

Contact Center 20

Contact Center Scripts Call Center Average Handle Time 20

Fonolo

NOVEMBER 17, 2020

Nobody escaped the long lines and endless waiting times. And contact centers were utterly overwhelmed in the floods of anxious customer calls. The basic concept has been around for decades, but only in the last few years have we learned how beneficial it could be for both the call center and the caller.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

NobelBiz

JULY 25, 2023

In this article, we delve into the insights that these analytics provide, enabling companies to enhance service quality and understand their customers better. Agent Performance Metrics: Evaluates how effectively agents resolve queries, their adherence to scripts, or their ability to manage difficult interactions.

Analytics 98

Analytics Call Center Scripts Contact center software 98

aircall

NOVEMBER 18, 2016

Contact centers are equipped with features designed to distribute calls efficiently, in order to maximize the number of fielded calls while keeping customer satisfaction high. A good example of such a feature is Interactive Voice Response, which boosts first call resolution by directing a call to the most competent agent.

Call Center 88

Call Center Contact Center virtual call center Telemarketing 88

CrazyCall

AUGUST 8, 2019

In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Inbound call center metrics: Inbound Call Volume. First Call Resolution.

Call Center 52

Call Center Metrics Abandon rate Management 52

aircall

NOVEMBER 18, 2016

Contact centers are equipped with features designed to distribute calls efficiently, in order to maximize the number of fielded calls while keeping customer satisfaction high. A good example of such a feature is Interactive Voice Response, which boosts first call resolution by directing a call to the most competent agent.

Call Center 72

Call Center Contact Center virtual call center Telemarketing 72

NobelBiz

FEBRUARY 27, 2023

In this article, we will elaborate on the key elements that underlie the success of contact centers. This does not rely solely on the technology solution, but also access to a knowledge base, scripts for the recurring interactions, and feedback from supervisors. As it improves agents’ job satisfaction and reduces turnover.

Contact Center 52

Contact Center Self service Metrics Wait times 52

aircall

JUNE 16, 2021

In this article, we explore how to offer good customer support, but we’ll also highlight the difference between good and great customer support. First-call resolution is the gold standard of customer service interactions. Scripted responses that are not tailored to their needs. Dropped calls.

Customer Service 62

Customer Service Surveys Customer retention Coaching 62

aircall

NOVEMBER 4, 2016

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? The latter will also notice that your call funnel ris more efficient, with shorter waiting times and fewer dropped or missed calls.

Customer Support 83

Customer Support Call Center Interactive Voice Response Automatic Callback 83

aircall

NOVEMBER 4, 2016

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? The latter will also notice that your call funnel ris more efficient, with shorter waiting times and fewer dropped or missed calls.

Customer Support 54

Customer Support Interactive Voice Response Call Center Automatic Callback 54