NICE inContact

JULY 12, 2016

Each customer interaction is a potential treasure trove of information that, when properly analyzed and disseminated, will enable your contact center to make the leap from a “cost center” to a revenue contributor. First Call Resolution (FCR) is a metric all contact centers are looking to improve.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

Callminer

FEBRUARY 21, 2018

When looking at new infrastructure they need to look at how the changes in the marketplace can improve the way they run their business and improve the employee and customer experience – not simply replicate/improve what they have. Others may baulk at the inordinate amount of time or effort to manage the process as well.

call center software 210

call center software Call Center Contact Center Analytics 210

Fonolo

MAY 7, 2015

If you want your call center or department to be successful, it’s just not enough to ensure it’s working well or adhereing to some abstract call center management best practices. Handpicked related content for you: Top Customer Service Blogs to Read in 2020. First Call Resolution Rate.

Call Center 126

Call Center Management Contact Center Coaching 126

NICE inContact

JULY 10, 2018

It’s no secret that quality customer interactions are the foundation of customer experience and investing in customer experience technologies is a priority for companies to win, support, and retain customers. Focus on quality management. Optimize the workforce. Measure performance.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

Talkdesk

SEPTEMBER 18, 2020

Today, agents can no longer give a shout across the room to a subject matter expert (SME) and supervisors can’t just walk down the aisle to assist agents with the right knowledge while they’re on a call. Leverage quality management Quality audits and feedback management gets tricky while agents are working from home.

Management 116

Management Average Handle Time First call resolution Self service 116

NobelBiz

APRIL 5, 2022

The customer experience can make or break your business, so it’s important to understand the factors that make a great customer service representative and a great contact center. However, managing a contact center doesn’t come without its challenges and risks. And here are the 10 biggest call center factors risks.

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

8x8

DECEMBER 3, 2018

Improved customer experience, both during and outside of the holiday rush, has resulted in an increase in upsells by contact center agents, and higher customer satisfaction in general. How to Improve Your Customer Experience. Here’s how to improve your customers’ experience.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

NICE inContact

NOVEMBER 9, 2018

81% of those surveyed say they’d switch to another company if they’ve had a bad customer experience but over 80% also say they would be willing to reward companies who give great service by going out of their way to buy again and even recommend the company to a friend. Older systems often don’t provide convenient access to KPI metrics.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

NICE inContact

APRIL 13, 2016

You might be able to take phone calls with just phones, but you won’t be able to do a very good job with just the bare necessities. Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience.

Contact Center 69

Contact Center Management At home agents Coaching 69

NICE inContact

NOVEMBER 8, 2019

Job one: Delight customers with immediate resolution because you can meet them in their channels of choice with faster service that’s always personalized with the CRM customer information right at hand. They can also handle up to 25 interactions concurrently, driving agent productivity up and customer wait times down.

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

Balto

NOVEMBER 28, 2023

Call center quality management can present numerous challenges for your business. More often than not, you’ll find yourself dealing with one of the following two issues: a lack of data for accurate quality management, or an abundance of data with limited ability to transform it into useful insights.

Quality management 52

Quality management Call Center Management Contact Center 52