Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. For more information on improving the customer experience, download our white paper, Leveraging Emotion to Improve CX & Elevate Contact Center Performance.

Customer Service 273

Customer Service Scripts Construction Feedback 273

Hodusoft

SEPTEMBER 20, 2023

What Is Call Queuing and Why It Is Important? If you are an owner of an inbound call center (or contact center) then you must know how important it is to answer all incoming calls as soon as possible. What’s even more important is to ensure the calls reach the right departments and agents.

Interactive Voice Response 52

Interactive Voice Response Wait times call center software Call Center 52

Global Response

MARCH 20, 2023

Are your call center interactions taking too long? If so, it might be time to start reducing your average handle time. Although average handle time might seem like a small—and primarily internal—metric, it can make a big difference on customer satisfaction. your average handle time.

Average Handle Time 62

Average Handle Time Scripts Call Center Interactive Voice Response 62

Expivia

MARCH 18, 2021

Incredible customer service is the backbone of any call center. So, they need to have the most crucial skills to handle their issues well. What exactly makes a call center agent good at customer service? Top 10 Customer Service Skills of the Best Call Center Agents. Let’s find out. Friendly Tone.

Call Center 98

Call Center Customer Service Education Average Handle Time 98

Tenfold - Contact Center Blog

JULY 9, 2018

How does a contact center know it’s consistently delivering high quality service? Here’s a list of the most crucial metrics that inbound call center must measure. It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Fonolo

NOVEMBER 15, 2017

Example: During the first few years as a CSR spikes in call volume would send you in a tailspin, however, after getting through your fair share of days dealing with high volume, and angry customers, you no longer shudder at the idea, rather, you get through the day graciously, and learn to handle even the worst customers with an even temper.

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

aircall

JANUARY 3, 2017

Call center agents repeatedly find themselves wedged between irate customers and prickly issues. When faced with an angry customer’s tricky problem, it’s easy to get flustered. When on the phone with an angry customer, you might find that their hostility becomes an obstacle to a happy resolution. Calm down!”.

Call Center 48

Call Center CRM Wait times Customer Service 48