ShepHyken

FEBRUARY 24, 2017

This week on our Friends on Friday guest blog post my colleague, Kathleen Hettinger, discusses the importance of handling breaking news and how your organization should be prepared. So how can your contact center best prepare for breaking news? Routing calls can be a big challenge during peak times caused by breaking news.

Contact Center 211

Contact Center Interactive Voice Response Scripts Coaching 211

ShepHyken

DECEMBER 28, 2018

They are wholly averse to hold music (a phone call is out of the question), they prefer to search for answers online, and whenever possible will “go it alone” over asking for help. This group is also flipping the script when it comes to the preferred communication channel. But, believe it or not, this can actually serve companies well.

Customer Service 243

Customer Service Self service Customer Support Scripts 243

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. The one-size-fit-all script no longer cuts it.

Contact Center 122

Contact Center Self service Analytics Banking 122

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. As noted in the 2019 Dimension Data Customer Experience (CX) Benchmarking report: 88% of contact center decision-makers expect self-service volumes to increase over the next 12 months. Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

Callminer

NOVEMBER 6, 2018

This is the same reaction that customers will have after a bad experience with your call center. If you want to turn your consumers from acquaintances into friends, then you need to make every interaction show that you care about them regardless of the reason for their call or how often they call.

Scripts 186

Scripts Call Center Call center experience Contact Center 186

Hodusoft

APRIL 17, 2024

That’s nothing but auto attendant, a technology that revolutionized the way organizations and other professional entities handle massive volumes of incoming calls. Pros of Using Auto Attendant Cons of Auto Attendant Auto Attendant Scripts – What to Record? What is an Auto Attendant? Read on to know more.

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

TeleDirect

OCTOBER 23, 2023

You’ve likely experienced the difference between a customer service call that left you satisfied and one that resulted in gritted teeth. That’s where a customer service script comes into play. A phone call script consists of guidelines specific to the person calling your company. What was the difference?

Scripts 62

Scripts Personalization Customer Service Call Center 62

Hodusoft

SEPTEMBER 6, 2023

What’s the Role of Lead Generation in an Outbound Call Center? Outbound call centers come in many shapes and sizes. It’s not uncommon to find different types of outbound call centers performing different activities. In the outbound call center context, there are five types of leads: 1.

Call Center 96

Call Center call center software Scripts Best practices 96

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

TeleDirect

DECEMBER 14, 2023

For this reason, some businesses shy away from the support call centers provide, thinking they couldn’t offer that level of engagement — and they would be wrong. At TeleDirect, we use call center technology to create a seamless experience that your customers remember. Through advanced call center technology.

Call Center 62

Call Center Technology Interactive Voice Response Scripts 62

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Beyond Philosophy

OCTOBER 13, 2022

Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? Unfortunately, the expert at the contact center didn’t know what the doodad I described was either, so we were at an impasse. However, I couldn’t book it myself and had to call an agent.

Customer Experience 221

Customer Experience Contact Center Engineering Scripts 221

Beyond Philosophy

OCTOBER 28, 2014

We use an assessment for our clients called Naive to Natural that looks at each organization and how they focus on the Customer. Another example might be an automated call response system that greets incoming calls. Especially when you consider how they might be feeling right before they make a call.

Customer Experience 341

Customer Experience Scripts Customer centricity Consulting 341

Beyond Philosophy

JANUARY 20, 2020

I used to be part of a volunteer group called Roundtable, it’s like Rotary Club in the US. They build scripts within call centers to get customers to say yes to things early, effectively getting them in the habit of saying yes. He called this the “Foot-in-the-door” method. Consider volunteering.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. The drastic changes of the past few decades have caused a complete shift to high-tech modern solutions, where software has become key in transforming day-to-day call center operations.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

TeleDirect

MAY 12, 2023

Want to know more about your outbound call center performance? Measuring and examining your call center metrics and KPIs (key performance indicators) will provide valuable information about your outbound call center’s performance and identify any weak spots. We love a good phone call.

Call Center 62

Call Center Metrics Average Handle Time Scripts 62

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. The one-size-fit-all script no longer cuts it.

Contact Center 52

Contact Center Self service Analytics Banking 52

JustCall

APRIL 3, 2024

Auto dialers are a secret weapon for call centers and sales teams. This decreases manual data entry and enables direct calling from your CRM through click-to-call features (as offered by platforms such as JustCall). International calling and localization: A local number helps you build trust with your prospects.

Sales 52

Sales CRM Scripts APIs 52

Balto

DECEMBER 4, 2023

This blog post is adapted in part from a webinar hosted by Balto featuring Michele Santagata. Every contact center has the capability to add value to their company through customer acquisition. Get Clear on the Goal and Mission of Your Contact Center First, define what you’re trying to accomplish in your contact center.

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

Global Response

JULY 10, 2023

Your call center. And without a consistent brand experience from your call center, your brand consistency will decline overall. But how do you ensure and empower your call center to solidify your brand identity? Something that affects how your customer views all of the above elements of your brand?

Call Center 62

Call Center Scripts Education Personalization 62

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . It ties up lines and makes the whole center fall behind. Tyler Riddell.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Beyond Philosophy

OCTOBER 28, 2014

We use an assessment for our clients called Naive to Natural that looks at each organization and how they focus on the Customer. Another example might be an automated call response system that greets incoming calls. Especially when you consider how they might be feeling right before they make a call. Area #1: Technology.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

TeleDirect

JANUARY 16, 2023

There is a significant difference between cold calling and outbound calling. In this article, you’ll learn effective strategies for cold calling and outbound calling to attract new customers to your business. Cold Calling vs. Outbound Calling. What Is an Outbound Call? What Is a Cold Call?

Scripts 62

Scripts B2B Call Center Sales 62

Global Response

MARCH 20, 2023

Are your call center interactions taking too long? In short, you are looking to understand the average amount of time each interaction takes to handle, including any hold times, talking time, and after-call work. Not even company factors after-call work (ACW) into their AHT calculation, but we do recommend it.

Average Handle Time 62

Average Handle Time Scripts Call Center Interactive Voice Response 62

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Global Response

JULY 27, 2023

Believe it or not, your call center plays a crucial role. For example, if you have a fun and playful brand and visual identity, but your call center experience is nondescript and rote, you’re delivering an inconsistent brand experience. Use scripted responses aligned with brand messaging. What is Brand Consistency?

Call Center 62

Call Center Scripts Multi-channel support Feedback 62

Global Response

MAY 15, 2023

What do call center quality and your car have in common? Call center quality is often handled similarly—pushed to the backburner until there’s a glaring issue or a flashing red light indicating a major problem. What KPIs and metrics are most important for your call center?

Call Center 62

Call Center Scripts Coaching outsourcing 62

Call Experts

APRIL 8, 2024

Have you ever wondered what is it like for the call center agent answering my phone when I partner with Call Experts? In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

Global Response

OCTOBER 2, 2023

Does call center etiquette matter? They have a call center and provide quick, efficient service to their customers, but their agents are known for being hasty, serious and unfeeling. When you call them, you get a friendly agent almost immediately who seems happy to help with your concern. The short answer: yes.

Call Center 62

Call Center Scripts Chatbots outsourcing 62

Callminer

JULY 22, 2018

Let’s take a look at 4 critical measurements to determine the effectiveness (or, conversely, ineffectiveness) of the outsourced contact center: 1) Service Level. As any contact center manager knows, service level is a metric composed of a pair of numbers: a percentage value and a time value in seconds. 2) Agent Turnover.

outsourcing 186

outsourcing Contact Center Business Process Outsourcing industry standards 186

TeleDirect

DECEMBER 14, 2023

If these scenarios apply to you, a full-service call center such as TeleDirect could be extremely beneficial to your company. Our call center solutions are customized to what your company needs to thrive. In the meantime, our call center solutions are fully customizable, giving you just what you and your company need.

call center solutions 62

call center solutions Call Center Scripts Enterprise 62

Expivia

NOVEMBER 30, 2021

No matter what type of call center you operate, you’ll need to manage sales. Customer service centers need to upsell and cross-sell. Outbound centers need to sell. But, how do you get you to improve call center sales in your business? The Problem Most Call Centers Sales Teams Face.

Call Center 98

Call Center Sales Scripts Outbound sales 98

Steve DiGioia

MAY 2, 2022

If a wrestler can do all this for their fans, the least a customer service rep can do is make that extra phone call, search one more time, ask one more question, and think of another way to “serve” their customer. No matter how scripted a match may be, the ebb and flow of a wrestling match is a work in progress. I just had to add that!

Customer Service 328

Customer Service Entertainment Morale Scripts 328

JustCall

JANUARY 18, 2023

In an inbound call, a customer initiates a call to a business’s contact center. The help desk generally handles these calls. In some cases, inbound calls can also be made by the employees. Call centers usually take inbound, and outbound calls for a business. Managing heavy call volumes.

outsourcing 52

outsourcing Scripts Call Center Interactive Voice Response 52

NobelBiz

JUNE 5, 2023

However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them. According to a report by SmallBizGenius , sales representatives must make an average of 18 calls to reach one potential buyer.

Call Center 52

Call Center Scripts CRM Contact Center 52

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52