SharpenCX

FEBRUARY 9, 2021

Turns out, many call center agents experience similar problems. They waste time with slow systems and poor routing. Today, many call center agents manage up to 10 different channels , so it’s no wonder agents feel overworked and customer experience suffers. And we all know time is money in an inbound call center.

Call Center 67

Call Center Coaching Scripts Metrics 67

aircall

FEBRUARY 26, 2021

If so, you’ve probably called a bank, credit card company, or loan provider at some point for help. That’s a financial services sales agent, a type of call center agent whose job it is to help customers make informed decisions when it comes to purchasing financial services. . The person you spoke to?

Sales 62

Sales call center software Banking Call Center 62

JustCall

MARCH 23, 2023

In this blog, we will go in-depth, covering everything from what is IVR (and multi-level IVR) and IVR call centers meaning to their benefits and the steps involved in IVR setups. It is used prominently across industries such as contact centers, healthcare, banking, payment processing, etc. What is Multi-level IVR?

Interactive Voice Response 52

Interactive Voice Response Real estate Call flow Scripts 52

Customer Relationship Metrics

JULY 26, 2017

When an employee fails or performs poorly, call center managers typically do not blame themselves or the system. Too many contact centers have poorly or wrongly invested in their customer feedback, voice of the customer, customer satisfaction, or whatever you call it. Too many contact centers stick to standard metrics.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Contact Center Geek

SEPTEMBER 28, 2017

Years ago, the customer service contact center at the bank where I worked implemented a new performance reporting application from Merced Systems (side note: several years later, Merced Systems was acquired by NICE). They expected it would be exactly what we needed to help reduce average handle time and improve call quality scores.

Call Center 48

Call Center Average Handle Time Metrics Technology 48

NobelBiz

JULY 25, 2023

Diving Deep into Call Centers Customer Interaction analytics serves as the heartbeat of modern call centers. Let’s delve deeper into the essence of interaction analytics, especially from the vantage point of call centers. What is Interaction Analytics? Watch the entire podcast episode here!

Analytics 98

Analytics Call Center Scripts Contact center software 98

Uniphore

JUNE 7, 2021

Nearly half of the respondents (46%) reported most often using the software to automate tasks and reduce average handle time. According to Forrester, 8 out of 10 tasks in the contact center can be automated. Steer conversations with dynamic scripting & process guidance. The results? Download Now.

Call Center 59

Call Center Scripts Average Handle Time Analytics 59

Pointillist

SEPTEMBER 28, 2021

But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Without it, you risk frustrating them with interactions that require lots of effort, long hold times and costly escalations.

Contact Center 40

Contact Center Self service Metrics Analytics 40

NobelBiz

FEBRUARY 22, 2022

Efficiency and productivity are also considerably increased since contact center agents can instantly access information via the connected CRM system. VoIP technology’s innovative IP properties, such as call encryption and identity management processes, can help prevent these types of vulnerabilities in traditional phone systems.

voip 52

voip Contact Center Interactive Voice Response Telecommunications 52