Fonolo

NOVEMBER 7, 2018

While this may seem simple enough, call and contact center managers of the 21st Century know better: It ain’t easy. If your contact center is floundering, it’s time for you to plant your feet on terra firma and look globally at your common problems. Service Levels. Gamification. Luckily, again, we have you covered.

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Contact Center Gamification Abandon rate Call Center 182

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

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Contact Center Call Center Average Handle Time Real estate 334

Cisco - Contact Center

FEBRUARY 18, 2020

“I need the business agility, flexibility, and speed of new feature delivery that cloud offers while protecting my contact center investments.”. “I I need easy access to cloud-based applications that work seamlessly with my on-premises contact center infrastructure”. Do These Challenges Sound Familiar? You’re not alone!

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Contact Center Enterprise Self service contact center solutions 119

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? Check our guide on what KPIs to follow if you want to have excellent customer service.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services. Thankfully, this perspective on the contact center has shifted significantly.

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outsourcing Contact Center Real estate Business Process Outsourcing 52

Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services. Thankfully, this perspective on the contact center has shifted significantly.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

Fonolo

APRIL 17, 2018

In the wide world of call center metrics, “service level” has always held a special place. It gives the industry a universally understood way to talk about how quickly calls are answered by agents. Its origins go back over 5 decades, to the earliest days of call centers. Now – finally – this dominance may be fading. Definitions.

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Service level Contact Center Abandon rate Call Center 106

NobelBiz

APRIL 30, 2024

Industry and Regulatory Compliance: Balto’s Role Balto , a prominent partner of NobelBiz, plays a critical role in ensuring that call center interactions adhere to industry standards and regulations. Monitoring and Evaluation : Regularly assess the performance of AI systems to ensure they meet your service goals.

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Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

Industry and Regulatory Compliance: Balto’s Role Balto , a prominent partner of NobelBiz, plays a critical role in ensuring that call center interactions adhere to industry standards and regulations. Monitoring and Evaluation : Regularly assess the performance of AI systems to ensure they meet your service goals.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

Balto

AUGUST 3, 2022

As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole. Is the contact center a drain on resources, a necessary expense to manage customer needs?

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

TeleDirect

AUGUST 10, 2022

Regardless of the industry you’re in, your company’s call center is the beating heart of your whole operation. Given its important role, it stands to reason that measuring your brand’s call center metrics isn’t just a helpful practice—it’s essential. Call Center Metrics: What Are They? What Are Call Center KPIs?

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Call Center Metrics First call resolution industry standards 62

Vonage

MAY 23, 2017

As customer habits and expectations continue to evolve, contact centers must keep raising the bar on service quality. It’s also important to know if your contact center is meeting the industry standards – and where it falls short. Our upcoming webinar, “How Does your Contact Center Stack Up?”

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Contact Center Benchmark First call resolution industry standards 48

Talkdesk

JUNE 21, 2019

One important way to reduce these important call center metrics is by reducing the amount of work it takes to wrap up previous customer interactions so that your agents are freed up to handle the next one. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

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Contact Center Average Handle Time First call resolution Contact center software 50

Call Experts

JULY 27, 2023

That’s where a customer service call center comes in. In this blog post, we will explore the many benefits of a customer service call center and how it can help businesses deliver exceptional customer experiences. The industry standard is between 5-10% depending on season and time of day.

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Call Center Customer Service Multichannel Abandon rate 52

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. This includes calls, emails, live chat, and social media.

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Call Center Contact Center Abandon rate Average Handle Time 59

Talkdesk

MARCH 12, 2021

In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice. Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018. it’s one of the best CCaaS solutions on the block.

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Call flow Abandon rate Contact Center industry standards 91

Hodusoft

APRIL 26, 2023

By providing the right virtual call center software , we have helped many companies running virtual call centers measure the right metrics. In this blog post, we discuss the metrics you must use to measure your call center’s performance. If the FCR is higher in your virtual call center, you should keep it up.

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virtual call center Call Center Metrics call center software 52

Spearline

DECEMBER 23, 2021

” Most carriers in the telecommunications industry consider anything under seven seconds as an acceptable amount of PDD, with most not troubleshooting it. The PDD test detects delays that cannot be identified by using the industry-standard PDD calculation. New to Spearline?

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Telecommunications Call flow industry standards APIs 98

Spearline

FEBRUARY 24, 2022

In addition to the traditional voice call, customers now have a range of ways to engage with contact centers. The future of customer interactions The best contact centers offer a range of communication methods to suit personal preferences and the purpose of the interaction.

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Interactive Voice Response industry standards Contact Center Chatbots 98

Hodusoft

JULY 3, 2023

Average Handle Time: A Comprehensive Guide In the call center industry, time is a lot more valuable than money. When customers call your call center (or contact center), they need their issues and queries to be resolved as fast as possible. What’s the “standard” AHT for a call center?

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Average Handle Time Abandon rate Call Center Interactive Voice Response 52

Customer Service Life

AUGUST 22, 2019

This article was originally published on the FCR blog on July 2, 2019. And in many of these companies, NPS is tied to employee performance measurement and bonus structures, impacting everyone from the CEO on down to the folks in the contact center. Image by Free-Photos from Pixabay. Click here to read the original.

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Contact Center Metrics Surveys Coaching 106

Etech GS

JULY 16, 2019

However, when it comes to regulatory compliance in the contact center industry, taking risks should never be considered as an option. Adhering to the Payment Card Industry Data Security Standard (PCI DSS) is one of the most important ways to operate your business with integrity. Follow a Policy of Least Privilege.

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Call Center industry standards Contact Center Personalization 68

NICE inContact

OCTOBER 8, 2019

Benchmarks can also be established by looking at other call centers like yours to determine what a standard is within an industry. For example, call centers that provide customer support for software companies may have an average first call resolution rate of say 60%. The post Feel Like You Are Flying Blind?

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Benchmark Call Center First call resolution industry standards 54

Spearline

OCTOBER 5, 2021

The test calls are recorded, and the audio quality is measured using the industry-standard Perceptual Evaluation of Speech Quality (ITU P.862 Monitor the performance of your entire telecommunications infrastructure and benchmark your performance against others in your industry using our advanced reporting features.

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Interactive Voice Response Telecommunications Call Logging Call flow 97

SharpenCX

FEBRUARY 18, 2020

But, as a contact center manager, the stakes of your own role are high. Keep up with industry standards and customer expectations to know what qualifies as excellent service in today’s world. Only 41% of contact center agents feel there’s an opportunity to grow at work. What does their performance look like?

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Call Center Coaching Management Contact Center 84

Fonolo

JULY 5, 2023

Sometimes, public perception of a whole industry can change — we’ve seen this recently with dairy, cereals, and meat-free alternatives. We often think of word of mouth in the literal sense but these days it’s far more: customer reviews, social media, and micro-blogs are all word of mouth too.

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Surveys Brand ambassadors Sales Upselling 104

Spearline

SEPTEMBER 9, 2022

PESQ is an industry-standard audio quality measuring scale that rates actual audio according to the following parameters: Sharpness Volume Background noise Variable latency or lag Clipping Interference IVR transcription Our IVR transcription feature automatically transcribes all audio as it travels along each possible journey on an IVR system.

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Interactive Voice Response Call flow industry standards Wait times 52

Hodusoft

APRIL 5, 2023

No matter how much one invests in buying the highest quality of equipment and hiring the most qualified people, a call center would not succeed in its purpose and goals if the management is inefficient. That’s why it’s extremely important to manage call center operations as efficiently as possible. Read on to know more.

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Best practices Call Center Management call center software 52

Call Journey

OCTOBER 20, 2018

It was originally published on Genesys blog. Contact centers have been recording conversations for decades as part of either regulatory obligations or future reference for service-related clarification. When analyzed, contact center conversations constitute the ultimate source of knowledge about the customers.

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Scripts Customer emotions Engineering industry standards 45

Expivia

APRIL 29, 2021

The industry standard for service level is 80/30, where 80% of the calls are answered in 30 seconds or less. While the average speed of answer is a crucial call center KPI to keep track of, we can’t forget the longest delay either. If you keep the 80/30 industry standard, this shouldn’t be much more either.

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Call Center Metrics Average Handle Time Interactive Voice Response 98

Spearline

SEPTEMBER 28, 2022

We work globally across business sectors, supporting contact centers, conferencing services, and more to successfully connect with their customers and employees. We use PESQ (Perceptual Evaluation of Speech Quality) scores to evaluate the quality of the audio we capture.

Interactive Voice Response 52

Interactive Voice Response Abandon rate Call flow industry standards 52

Hodusoft

AUGUST 2, 2023

Cost Per Call : A Key Metric for Your Contact Center Have you ever wondered how much money you spend to handle a single call? Cost per call is one of the most important metrics for contact centers. Factors that affect the cost per call How to calculate the cost per call in a contact center?

Contact Center 52

Contact Center Metrics Contact center software Interactive Voice Response 52

3CLogic

FEBRUARY 7, 2024

Creating a seamless and customer-centric contact center that ensures you’re staying ahead of the competition requires a comprehensive digital transformation strategy. If your contact center isn’t embedded within your CRM or service management platform — such as ServiceNow or SAP — it’s time to raise an eyebrow.

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Contact Center Cloud contact CRM Self service 59

Balto

JANUARY 22, 2024

We’ve seen generative AI being applied in different industries with great results, specifically in the contact center domain. This blog aims to uncover the numerous use cases of generative AI in the modern contact center. To elaborate, there are foundation models, such as GPT-4 and Stable Diffusion models.

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

Hodusoft

JANUARY 4, 2023

The CSAT: Measuring Customer Satisfaction in a Contact Center. For every complaint a contact center receives, there are around 26 clients who are dissatisfied with the service but prefer not to express their displeasure. In this blog, we will be looking at one particular CX metric, the CSAT (customer satisfaction).

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Contact Center Contact center software Surveys Feedback 52

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. That’s the power of multi-tenant contact center software for BPOs! What is Multi-tenant Contact Center Software? Let’s understand multi-tenant contact center software with an example.

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Contact center software Contact Center Customer Service Agent burnout 52

Tenfold - Contact Center Blog

JULY 12, 2018

A contact center agent deals with stress on a daily basis, and it can get pretty taxing. But a contact center manager is no exception. Here are eight strategies to help in your journey to contact center management success. Just winging it in the contact center arena almost always leads to failure.

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Contact Center Management Coaching Call Center 66