BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. That fourth enhancement though—personalization—is the interesting one. So let’s get into it.

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Contact Center Customer Experience Chatbots Customer Care 62

VocalCom

DECEMBER 17, 2018

With Vocalcom’s AI-powered predictive behavioral routing, customers are matched with agents based on common personality traits to create rich and personalized conversations with a powerful human connection. How do personality mapping and predictive behavioral routing work?

contact center solutions 48

contact center solutions Contact Center Personalization Contact center software 48

Aspect

JULY 15, 2020

Over the last several months, w e have e xperienced one of the most unusual times in modern human history, and we seem to be coming out the other side. Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread.

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contact center workforce Contact Center Real estate Average Handle Time 118

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. If an outbound campaign works with a list of 500 leads and only 50 persons answer back, the Contact Rate for that particular campaign will be 10%. And no wonder. And no wonder.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

NICE inContact

JUNE 5, 2019

Personally, I would think “Ok, my levels are high. However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. Coaching in the contact center must be easy, streamlined, and efficient.

Coaching 54

Coaching Contact Center Average Handle Time Quality management 54

3CLogic

FEBRUARY 28, 2024

Strategies not centering around AI and automation are quickly neglected by executive leaders. While there’s an extensive list of benefits as it pertains to GenAI, this blog will cover only one of the simpler and yet impactful use cases for GenAI — auto-call summarizations. In this use case, Acme CC is paying their agents $17 per hour.

Contact Center 59

Contact Center Average Handle Time APIs Customer centricity 59

Talkdesk

JUNE 21, 2019

Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

Contact Center 50

Contact Center Average Handle Time First call resolution Contact center software 50

Fonolo

MAY 17, 2017

Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. 10 Contact Center Technologies You Should Know. 10 Contact Center Technologies You Should Know. Why does contact center technology matter?

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Contact Center Technology Interactive Voice Response Gamification 70

VocalCom

NOVEMBER 12, 2018

A contact center is the backbone of a company’s customer service department. As customer experience is a top priority for brands these days, a well-functioning contact center is vital to winning customer loyalty. Here are five qualities of an exceptional contact center that lead to outstanding customer service.

Contact Center 48

Contact Center Contact center software Average Handle Time CRM 48

Monet Software

APRIL 24, 2020

High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Most contact centers have had to quickly transition to working from home as a direct effect of COVID-19. No longer is the company limited to the talent pool surrounding the contact center.

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Contact Center Management call center workforce Average Handle Time 62

Outsource Consultants

JUNE 19, 2018

Artificial Intelligence (AI) can be a touchy subject in the contact center industry. However, the most common sense approach to AI in the contact center is to integrate it with human agents to improve efficiency. 5 Benefits of Using Artificial Intelligence in the Contact Center.

Contact Center 52

Contact Center Average Handle Time outsourcing Scripts 52

VocalCom

JULY 1, 2019

At the same time, they are swayed by products that appeal to their tastes and values, and their interactions with brands can fail or succeed depending on how their feelings are treated. Here are five ways to empower your contact center agents. Contact center agents are the true heart of your customer service.

Contact Center 48

Contact Center Customer Experience Contact center software Average Handle Time 48

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. Once those areas are identified, you can adjust agents’ shifts, moving around shift times, breaks, lunches, etc. Real-time adherence. Intraday management. Schedule changes.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. Once those areas are identified, you can adjust agents’ shifts, moving around shift times, breaks, lunches, etc. Real-time adherence. Intraday management. Schedule changes.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

pindrop

AUGUST 22, 2021

The qualitative aspect of the caller-agent connection goes well beyond any statistics and metrics that contact centers use to measure and improve on their work performance. A call center generally deals with thousands of callers on any given day, so adding a personalized touch in every call might at first seem like a daunting task.

Interactive Voice Response 128

Interactive Voice Response Contact Center Average Handle Time Self service 128

Monet Software

JUNE 10, 2021

8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce Engagement.at the Same Time. Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. We all love a win-win.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Outsource Consultants

JUNE 19, 2018

The data collected can be used to create personalized communications for customers, which provides real value and leads to customer loyalty. 5 Valuable Metrics Contact Centers Can Provide Companies. For companies that outsource their contact center services, their contact center partners can provide a wealth of valuable data.

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Contact Center Metrics outsourcing Abandon rate 52

The GLOBO Blog

JUNE 24, 2019

Your Contact Center is driving toward efficiencies, better experiences, and empowered customers. 79% of contact centers report they serve customers who are not native speakers of their primary language. Is your contact center ready? Average Handle Time (AHT). First Call Resolution (FCR).

Contact Center 52

Contact Center Metrics Multichannel First call resolution 52

Hodusoft

JULY 19, 2023

It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. Choosing the right inbound call center software can help businesses in improving customer satisfaction, reducing wait times, and increasing operational efficiency.

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call center software Call Center Interactive Voice Response Average Handle Time 98

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. This includes calls, emails, live chat, and social media.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

TLC Associates

DECEMBER 2, 2019

Rather than call center chatbots outright replacing people, they can provide ways to enhance the capabilities of your contact center agents. Here’s a snapshot of what that looks like: Lowered Pressure to Improve Average Handle Times. Improved First Contact Resolutions. We fully agree.

Chatbots 40

Chatbots Contact Center Average Handle Time Call Center 40

Upstream Works

NOVEMBER 19, 2020

These drivers will continue into the new year has contact centers strive to meet new customer demands – by upgrading technology while knowing how to deploy the new capabilities. Contact center leaders must understand how the criteria for CX has changed with the pandemic. Meeting the New Criteria for Customer Experience.

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Average Handle Time Contact Center Upselling contact center solutions 78

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What is IVR?

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Aspect

MAY 18, 2020

It’s a brave new world for contact centers in the wake of the COVID-19 crisis. In a recent survey of contact centers by Aspect, we found that about 70% of agents were “work-from-home” as of April 16 , and a recent Gartner poll of CFOs indicates that 74% think telecommuting will become permanent.

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Schedule adherence Average Handle Time Contact Center Surveys 132

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Fonolo

MARCH 16, 2021

Still getting to grips with call center metrics and which ones are the most important? This blog will teach you what FCR is, the difference between First Call Resolution and First Contact Resolution, and everything about FCR that you need to know to succeed in a contact center. Contact Center Trends 2021.

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First call resolution Call Center Metrics Contact Center 125

The GLOBO Blog

JUNE 24, 2019

Your Contact Center is driving toward efficiencies, better experiences, and empowered customers. 79% of contact centers report they serve customers who are not native speakers of their primary language. Is your contact center ready? Average Handle Time (AHT). First Call Resolution (FCR).

Contact Center 40

Contact Center Metrics Multichannel First call resolution 40

TeleDirect

MAY 12, 2023

Call and contact centers tend to focus on customer satisfaction and agent performance. In the case of an outbound call center, it refers to the customer’s experience when they are on the receiving end of contact from your business. As with average handle time, the “right” length will depend on the industry.

Call Center 62

Call Center Metrics Average Handle Time Scripts 62

TeleDirect

AUGUST 10, 2022

In the case of a call center, metrics are a crucial way for businesses to ensure that their contact center is functioning at its top level and providing the best service possible. What Are Call Center KPIs? For instance, call center KPIs usually include targets like average wait time or first call resolution rate.

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Call Center Metrics First call resolution industry standards 62

Talkdesk

MARCH 24, 2020

In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base. Now, we’re going to dive into the different stakeholders within and outside of the contact center who will benefit from this evolution of the traditional knowledge base, and how you can use it to transform your customer experience. .

Average Handle Time 57

Average Handle Time Self service First call resolution Virtual Agent 57

bold360 Blog

OCTOBER 2, 2020

When customers call your contact center, call routing sends customers to the right department for their inquiry. Intelligent routing thus helps personalize the customer experience and expedite service. By the way, “call routing” can apply to any contact center channel, like live chat, messaging, or email.

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Chatbots Average Handle Time Abandon Call CRM 98

Expivia

SEPTEMBER 2, 2021

Call center reporting is the only way to know how your contact center is performing. From daily performance reports to identifying seasonal trends, reporting is an art form in the call center that defines the past, present, and future of your organization. What Is Call Center Reporting? Daily Summary Report.

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Call Center Average Handle Time Benchmark Best practices 96

TLC Associates

OCTOBER 1, 2019

That’s the struggle facing every healthcare payer, but it’s one you can overcome by taking the right preparations for your internal team working with the right outsourced contact center. One way to decrease that difficulty and reduce bad hires is to create the right contact center agent profile in advance of your hiring initiative.

Healthcare 40

Healthcare Contact Center outsourcing contact center solutions 40

NICE inContact

MARCH 10, 2016

As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. Service Quality. Operational Efficiency.

Metrics 55

Metrics Call Center Average Handle Time First call resolution 55

TLC Associates

NOVEMBER 19, 2019

The responses to your contact center RFP can help you develop a strong sense of which partners can deliver on their promises to increase your revenue and public perception. Protect your investments by visiting one of their contact centers first. Personal devices may not be used on the contact center floor.

Contact Center 40

Contact Center outsourcing Coaching Average Handle Time 40