ViiBE Blog

MAY 13, 2021

Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. There are different types of call centers.

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Call Center Technology virtual call center Interactive Voice Response 52

Outsource Consultants

AUGUST 3, 2020

So what does that mean for your call center operations? In short, traveling customers will have even more *cough* baggage *cough* to handle than before. . Despite the travel industry grinding to a halt in the last few months, consumers are unwilling to accept subpar customer experiences.

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Interactive Voice Response Average Handle Time outsourcing Call Center 127

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. Set goals and track your metrics.

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Call Center Coaching Scripts Metrics 67

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. Omnichannel, Cloud-Based Contact Centers.

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Contact Center Gamification Call Center Average Handle Time 176

OctopusTech

MARCH 1, 2023

Most companies will set up or adopt a call center to field customer service requests and complaints. These call centers organize phone support queues and equally distribute calls to reps on the service team. What Are Inbound Calls?

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Interactive Voice Response Call Center Gamification Schedule adherence 62

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Strategies in Optimizing Call Center Customer Support for Increased Revenue. For companies looking to establish a customer-first mindset at their call center, the essential part is to understand the customers in terms of their interests, behavior and needs.

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Call Center Customer Support Customer centricity Contact Center 56

Fonolo

OCTOBER 10, 2017

Today’s demanding consumers have high expectations when it comes to the call center experience. The solution to hold-time is to offer a call-back as an alternative. Our goal is to see every call center offer call-backs, so that no one has to wait on hold ever again.

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Surveys Call Center Average Handle Time Contact Center 64

Talkdesk

MAY 17, 2016

Today, we’re announcing Customer Sentiment Score (CSS), a new kind of call center feature that allows companies to understand customer sentiment as well as predict potential customer unhappiness and proactively address it. Modern call centers use data to inform their day-to-day operations.

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Analytics Average Handle Time Call Center Wait times 55

COPC

JULY 11, 2016

Posting 1 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training. To improve performance and provide a superior customer experience, call centers often focus on the three main functions of operational management, quality, and workforce management. To isolate core skills, COPC Inc.

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Best practices Call Center Average Handle Time Metrics 40

SharpenCX

DECEMBER 2, 2020

With financial losses of such scale on the line, the stakes have never been higher to deliver good customer service in your call center. But it’s also never been easier to find the information you need, implement the right tools, and make incremental improvements that drive real change in your call center.

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Call Center Customer Service Contact Center Metrics 128

Pipkins

JULY 20, 2020

How come a call center with 36 agents running on spreadsheets can feel like rowing up the River Styx while a call center with 100 agents is sailing smooth? Let’s imagine a hypothetical magic call center. Nobody calls for 15 minutes in the morning, 15 minutes in the afternoon, and 30 minutes at noon.

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Average Handle Time Contact Center Call Center Call center experience 75

3CLogic

APRIL 13, 2022

Picture this — your call center experiences a huge surge in volume on Tuesday morning at 10am, a time that’s typically quiet. As the queue grows, average handle time (AHT) spikes, the abandon rate grows, and the first call resolution rate plummets.

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Contact Center Analytics Abandon rate Average Handle Time 52

Pipkins

APRIL 7, 2020

How come a call center with 36 agents running on spreadsheets can feel like rowing up the River Styx while a call center with 100 agents is sailing smooth? Let’s imagine a hypothetical magic call center. Nobody calls for 15 minutes in the morning, 15 minutes in the afternoon, and 30 minutes at noon.

Average Handle Time 63

Average Handle Time Call Center Contact Center Call center experience 63