Babelforce

SEPTEMBER 2, 2021

After call work can be a massive time-sink in the contact center. So how can you reduce the amount of time eaten up by after call work without sacrificing quality? What is after call work? After call work is all the tasks agents have to complete after they have helped a customer. But it is time-consuming.

Contact Center 52

Contact Center CRM Call Center Accountability 52

aircall

MAY 1, 2022

Your company’s contact center solution makes a first and lasting impression of your company, giving the customer an experience that will tell them about the kind of journey they can expect if they choose to do business with you. What Is a Contact Center as a Service or CCaaS? What Is a Contact Center as a Service or CCaaS?

Contact Center 62

Contact Center voip Interactive Voice Response contact center solutions 62

Global Response

APRIL 27, 2023

If you’re considering whether domestic call center outsourcing is right for your team, here are the pros and cons you need to know to make the best decision. Pros of Domestic Call Center Outsourcing When it comes to outsourcing, many companies turn to domestic call centers as a “safe” or “risk-free” option.

outsourcing 62

outsourcing Call Center Bilingual agents Marketing 62

NICE inContact

AUGUST 29, 2018

When I arrived on the contact center scene, I knew relatively little about it. Honestly, I hadn’t really heard the term “contact center” not to mention related acronyms like “CX”, “WFO” or “AI”. I certainly didn’t think about all the behind-the-scenes planning and preparation that goes into each contact center interaction.

Customer Experience 48

Customer Experience Contact Center contact center solutions Call Center 48

Monet Software

FEBRUARY 13, 2020

Many contact center leaders will often feel like Dr. Jeckyl and Mr. Hyde. The right tools can help unify the call center’s split personality and foster an environment that is both employee- and customer-centric. Every contact center wants happy employees who enjoy work/life balance and arrive refreshed each day.

Schedule adherence 77

Schedule adherence Contact Center Employee engagement Morale 77

aircall

JANUARY 8, 2021

What’s more, texting allows users to communicate with multiple people at the same time, which Isn’t always feasible with phone calls. The acronym VoIP refers to voice over internet protocol. VoIP is the technology that allows you to make telephone calls over the internet. SMS is an acronym for short message service.

voip 62

voip Sales Technology virtual call center 62

Upstream Works

MARCH 26, 2020

Remote working is in the spotlight like never before, and work from home (WFH) has become the tech acronym du jour. The rationale here for use in the business is clear, but the same tools used for collaboration also has newfound utility in the contact center. This is especially true for video and co-browse customer care solutions.

Customer Care 78

Customer Care Healthcare Banking Finance 78

NICE inContact

OCTOBER 5, 2017

There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected. The percentage of time a contact center agent is available to assist customers, divided by the length of their shift.

Customer Experience 54

Customer Experience Average Handle Time Metrics Customer advocacy 54

NICE inContact

NOVEMBER 23, 2018

Spend any time around a contact center and you’ll likely hear the acronym FCR. The definition has changed a bit over time as call centers transformed into contact centers that handle more than just calls. Back in the call center days, FCR stood for First Call Resolution.

First call resolution 49

First call resolution Average Handle Time Interactive Voice Response Analytics 49

NICE inContact

OCTOBER 5, 2017

There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected. The percentage of time a contact center agent is available to assist customers, divided by the length of their shift.

Customer Experience 54

Customer Experience Average Handle Time Metrics Customer advocacy 54

NICE inContact

OCTOBER 5, 2017

There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected. The percentage of time a contact center agent is available to assist customers, divided by the length of their shift.

Customer Experience 49

Customer Experience Average Handle Time Metrics Customer advocacy 49

Etech GS

APRIL 1, 2019

We monitor calls to ensure that minimum quality standards are achieved. However, call monitoring is not only for identifying problems and agent opportunities but also for detecting what is working and cascading it to the entire team. We have all used the acronym “WIIFM” and nothing will motivate people like knowing What’s In It For Me!

Calibration 56

Calibration Coaching Social media contact Contact Center 56

Certified Languages International

OCTOBER 29, 2020

The Harvard Joint Center for Housing Studies recently found that minority homeowners were more likely to have trouble paying their mortgage during the pandemic. Here are three simple tips to help you navigate mortgage calls with ease in order to provide the best information for LEPs experiencing financial hardship. a disclosure).

Call flow 52

Call flow Finance Scripts Banking 52

Expivia

APRIL 1, 2021

Call centers operate with many different goals. But, there’s one key performance indicator that every call center needs to know: the average handle time. Plus, you’ll learn the best tips and advice to reduce the average handle time and increase productivity in your contact center. What Is Average Handle Time?

Average Handle Time 52

Average Handle Time Call Center Interactive Voice Response Banking 52

ConvergeOne

SEPTEMBER 13, 2022

Whether the calling device is wired, wireless, on-premises, or remote, if it connects to an MLTS it will fall under the FCC’s enforcement. Whether the calling device is wired, wireless, on-premises, or remote, if it connects to an MLTS it will fall under the FCC’s enforcement. of the exact phone that called.

Wireless 74

Wireless Telecommunications Enterprise voip 74

aircall

APRIL 22, 2016

For many companies and organisations , call centres are at the heart of customer experience. Managers need to benchmark and establish which call center KPIs are worth tracking. There are a wide variety of call center KPIs (key performance indicatiors) that can be tracked, measured, and optimized. Calls answered.

Call Center 48

Call Center First call resolution Wait times Benchmark 48

aircall

AUGUST 13, 2021

The term VoIP is an acronym for Voice over Internet Protocol. To make and receive calls via VoIP, you must have a VoIP-enabled phone system or a softphone app installed on your computer or smartphone. Lower Call Rates and More Savings. For one, the call rates are much lower. What Is VoIP? And that’s not all.

voip 62

voip Interactive Voice Response APIs Call Center 62

aircall

APRIL 7, 2021

The technical term for texting is SMS , which is an acronym for Short Messaging Service. Another term that’s often connected with SMS services is MMS, which is an acronym for Multimedia Messaging Service. However, too many phone calls or emails are intrusive. What Is SMS Business Text Messaging?

Sales 62

Sales Wireless Marketing voip 62

Nicereply

AUGUST 22, 2019

The acronym “SaaS” has been used since the 1960s as a short-hand description of Software as a Service. Traditional service outsourcing was an ideal solution for business leaders looking to increase their call center bandwidth while reducing costs. This might sound like outsourcing, but there’s a big difference.

outsourcing 68

outsourcing Customer Support Scripts Call Center 68

Customer Service Life

JANUARY 18, 2019

This article was originally published on the MaestroQA blog on December 2, 2018. What do you call your customers? For those of you from a traditional contact center background, you’ve likely seen quality forms with twenty to thirty items. If they don’t, they may call back or they may just cancel their service.

Calibration 80

Calibration Customer Service Coaching Contact Center 80

ProProfs Blog

MARCH 28, 2019

So, to improve your business results and move forward, you need to put customers at the center of everything you do. So, instead of using complex acronyms, insider knowledge, industry jargon, and technical language, your support can be much more customer-friendly by using scripts written in conversational language. Give Choice.

Customer centricity 83

Customer centricity Scripts Education Healthcare 83

aircall

FEBRUARY 19, 2021

Customer support call centers have the option of setting up a survey that uses numerical, emoji, or star ratings. Using call center software, you can automatically trigger a survey after a customer interaction via email, text, or chat with almost no effort or expense on the company’s part. . The post What is a CSAT Score?:

Surveys 62

Surveys Benchmark Best practices Construction 62

Hodusoft

AUGUST 16, 2023

If you are an established ISP or a business looking to provide broadband services, then this blog post is just for you. As discussed above, ISP is the acronym for Internet Service Provider. Colocation services: This provides a data center to retail customers where they can rent equipment, space, and bandwidth.

voip 52

voip Analytics Marketing Customer retention 52

aircall

JANUARY 11, 2021

Emails and phone calls will always have a proper place in sales and support operations, and cloud phone SMS is a nice complement to those communication channels. They take less time than making a phone call, waiting for it to go through, and then waiting for someone to answer it. . Avoid abbreviations, acronyms, and slang.

voip 62

voip Best practices Sales call center software 62

Comm100

JUNE 13, 2018

Steve DiGioia has a very succinct yet informative post on the best way of dealing with upset customers, and his acronym is particularly useful for remembering what you need to do. We’ve talked about metrics and KPIs on the blog previously and we’ve focused on ensuring that you’re actually measuring the right things and how to measure.

Customer Service 41

Customer Service Airlines Education Metrics 41

Toister Performance Solutions

OCTOBER 29, 2020

Trainers often write vague statements and call them learning objectives, but they aren't really. It's an acronym that stands for: A = Audience: Who is being trained? For instance, let's say I want to train my contact center agents to deliver a great phone greeting. You might have heard about something called the "learning curve."

Customer Service 64

Customer Service Contact Center Sales Personalization 64

Tenfold - Contact Center Blog

OCTOBER 4, 2017

Call queues are central to the effectiveness of call centers and customer service. Call centers use a variety of methods, tools, and practices to lower the average time that a caller spends in the call queue. What is a Call Queue? What is a Call Queue?

Call Center 66

Call Center Interactive Voice Response Abandon rate Management 66

Vistio

OCTOBER 5, 2021

He is a former technology director turned communication adviser, writing books and blogs on technology, work, and globalization. Do I have your permission to record this call for quality assurance? And a great example of this is where we’ve seen the growth and use of chatbots to prevent contact with a contact center.

Chatbots 52

Chatbots Contact Center Banking Technology 52

Interaction Metrics

JULY 10, 2023

The first step in analyzing any large unstructured dataset is called “tagging.” Other companies are using AI for customer experience to gauge call center conversations and customers’ answers to open-ended survey questions. Sampling is critical for Text Analysis. You don’t have the budget for AI.

B2B 48

B2B Customer Experience Chatbots Feedback 48

Amity

OCTOBER 31, 2016

My first roles out of school were in consulting for a small company in the city called Venture Accelerator Partners. He would post a great piece of content from Uberflip’s blog and I would go read it or comment on it on Linkedin. On our walls, you can see the acronym HUSTLE: Heart, Unique, Skill, Tech, Lean, and Entrepreneurial.

Coaching 0

Coaching Engineering Upselling Marketing 0

Connecting the Dots

APRIL 21, 2017

This podcast is brought to you by the Center for Services Leadership, a groundbreaking research center in the W.P The Center for Services Leadership provides leading edge research and education in the science of service. Carey Center for Service Leadership. Carey School of Business at Arizona State University.

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48

Russel Lolacher

JANUARY 8, 2022

She teaches and writes frequently on the topic of plain language, leads Plain Language Weekly on Clubhouse, and is a member of the Center for Plain Language. And she’s a member of the Center for plain language. If you use words and acronyms your reader isn’t likely to understand you make it harder for your reader.

Employee engagement 45

Employee engagement Personalization Coaching Consulting 45

Russel Lolacher

OCTOBER 10, 2022

DoingCXRight Website – Contact , Podcast , Blog , Mentorship. Wow, another acronym. Let’s call this customer experience Professionals Association. Connect and learn more about Stacy on her platforms: Twitter. WORKING FROM HOME. “I don’t see any positives.” Forbes article. Hello to you, Stacy.

Journey mapping 52

Journey mapping Finance Personalization Customer Experience 52

Branch Mesenger

MARCH 20, 2018

I have this thing I call the loyalty question which is this great, for any, if there's retailers out there and you want to have a quick little session and have a little huddle on this concept, it's teach everybody that loyalty is not about a lifetime, it's about the next time every time. He actually called it a conundrum is what he called it.

Customer Service 48

Customer Service Airlines Technology Upselling 48

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. We’ve designed a tool called the Joint Success Plan which helps CSMs capture, measure, communicate and execute against customer goals. . My good friend Matt Myszkowski introduced me to this acronym. Can it really be this simple?

Management 98

Management Chief Customer Officer Upselling SaaS 98