Balto

JANUARY 11, 2024

Sentiment analysis has been used for quite some time. Contact center software, voice of customer software, and quality assurance platforms all commonly contain sentiment analysis tools. One option is to have quality assurance analysts assess starting and ending sentiment for each contact monitored.

Surveys 52

Surveys Customer Service Contact center software Calibration 52

NobelBiz

JANUARY 16, 2024

It is a powerful tool in outbound call center campaigns, enabling businesses to proactively engage with customers and drive sales. Technical support campaigns require expertise in troubleshooting and resolving various issues. The post Maximizing Success in Call Center Campaigns appeared first on NobelBiz.

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Call Center Interactive Voice Response Contact Center Inbound sales 52

ViiBE Blog

MAY 13, 2021

Still, the software running behind the scenes plays a crucial role in ensuring optimum customer service. Call centers are run for different reasons, whether for communicating with prospective clients, or providing after-sales services or technical support. Which software is used in call centers?

Call Center 52

Call Center Technology virtual call center Interactive Voice Response 52

JustCall

MARCH 7, 2023

Starting Your Own Contact Center Starting a contact center at your facility needs thorough due diligence and a clear purpose. For example, if your purpose is to only provide technical support, a blended contact center may become costlier than you had planned. This helps reduce attrition.

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52

NobelBiz

APRIL 25, 2023

Investing in employee training is a long-term strategy for reducing call center operating expenses. Well-trained agents can handle customer interactions more efficiently, leading to higher first-call resolution rates and reduced average handling times. The AHT is a KPI that contact centers always strive to improve.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

Fonolo

MAY 3, 2023

The definition of an abandoned call in a call center is a call where the caller hangs up before they speak to a customer support agent. TIP: Most contact center software will generate a Call Detail Record (CDR). What is an Abandoned Call?

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Abandon rate Contact Center Abandon Call Call Center 75

NobelBiz

FEBRUARY 22, 2022

Efficiency and productivity are also considerably increased since contact center agents can instantly access information via the connected CRM system. Additionally, ensure that your supplier offers 24-hour technical support to ensure that you receive assistance if you experience issues with your VoIP lines.

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voip Contact Center Interactive Voice Response Telecommunications 52