Blog, Contact Center, Surveys and virtual call center

Metrics to Measure the Performance of Your Virtual Call Center

Hodusoft

APRIL 26, 2023

Metrics to Measure the Performance of Your Virtual Call Center “A useful metric is both accurate and aligned with your goals. Managing a virtual call center is not easy. Only the right metrics can tell you if things are working in your call center or not. Read on to gain valuable insights.

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Ask a Contact Center Technology Expert: An Intro to Call Centers (Part 1)

Noble Systems

MAY 4, 2021

We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience. In this blog series, we’ll take a look at some of the questions that we hear most often when talking with customers.

Contact Center

Contact Center Call Center Technology Interactive Voice Response

Types of Contact Centers: Discussed in Detailed

JustCall

MARCH 9, 2023

Given the fact that contact centers are where most of the customer activity happens, this department needs robust tools and solutions to handle the load. To help businesses manage call volumes in addition to keeping their efforts goal-aligned, they can choose from various types of contact center solutions.

Contact Center

Contact Center Multichannel Interactive Voice Response outsourcing

Cisco Receives 2020 Contact Center Technology Award from CUSTOMER Magazine

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Award Winner Second Year in a Row.

Contact Center

Contact Center Technology contact center solutions Virtual Agent

Ask a Contact Center Technology Expert: An Intro to Call Centers (Part 1)

Noble Systems

MAY 4, 2021

We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience. In this blog series, we’ll take a look at some of the questions that we hear most often when talking with customers.

Contact Center

Contact Center Call Center Technology Interactive Voice Response

Cisco Brings the Power of the Cloud and AI to Contact Centers with Release 12.5

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!

Contact Center

Contact Center Enterprise Self service contact center solutions

Contact Center vs. Call Center: What Is the Difference?

aircall

NOVEMBER 18, 2016

Most people would be hard-pressed to pinpoint the difference between a contact center vs. call center. Contact centers are a relatively new solution. They don’t have the negative reputation from which call centers often suffer. Contact center vs. call center: what is a contact center?

Call Center

Call Center Contact Center virtual call center Telemarketing

Virtual Call Center Software: Here’s All You Need to Know

aircall

OCTOBER 5, 2016

A virtual call center is a contact center whose agents work remotely. Virtual call center software lets a team work from dispersed locations, while remaining a cohesive unit and performing with easy and efficiency. Virtual call centers work through Voice Over Internet Protocol.

virtual call center

virtual call center call center software Call Center outsourcing

Cisco Contact Center Portfolio: Revolutionizing Customer and Agent Experiences

Cisco - Contact Center

JANUARY 27, 2020

Their survey of 362 firms found that although 80% of the firms believed that they delivered a “superior service” only 8% of the firm’s customers believed that. In our own Cisco survey of 700 contact center executives across 7 countries, 79% agreed that customer experience has a significant impact on business results.

Contact Center

Contact Center contact center solutions Enterprise Cloud contact

Call Center Statistics You Should Know

Callminer

DECEMBER 17, 2019

Below, you will find interesting statistics pertaining to call centers, their employees and their finances that may prove helpful in deciding whether the use of one for your own business’s strategy is appropriate. Call Center Workforce Statistics. Cloud contact centers may be more reliable.

Call Center

Call Center outsourcing Contact Center Finance

Contact Center vs. Call Center: What Is the Difference?

aircall

NOVEMBER 18, 2016

Most people would be hard-pressed to pinpoint the difference between a contact center vs. call center. Contact centers are a relatively new solution. They don’t have the negative reputation from which call centers often suffer. Contact center vs. call center: what is a contact center?

Call Center

Call Center Contact Center virtual call center Telemarketing

Join Our On-Demand Webinar: Best Practices for Moving your Contact Center to the Cloud

Cisco - Contact Center

JANUARY 8, 2020

Transitioning your on-premises call center to the cloud creates enormous opportunities for growth and innovation. According to our recent global survey, 62% of contact center executives plan to implement a cloud contact center within the next 18 months. What is behind these low numbers? Learn More.

Best practices

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What Is a BPO Call Center and What Does It Do?

TeleDirect

AUGUST 25, 2022

Here at TeleDirect, we’ve been offering BPO contact center solutions to businesses for over two decades. We’ve got answers—we’re call center and communication experts! Read on to learn everything you need to know about BPO call center services and how they can help your business grow today. Mixed Services.

Call Center

Call Center virtual call center outsourcing Healthcare

All About 951 Area Code for Local Business in Riverside CA

JustCall

AUGUST 18, 2021

Contact Center Features. Apart from availing local business phone numbers, JustCall offers IVR system , calling routing , post call surveys and other advanced contact center features. Call Masking. Create a custom caller ID for your business phone number to mask all your outgoing calls.

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Which Call Center Model is Right For You?

Global Response

MAY 1, 2023

Some of the services an outbound call center may offer include: lead generation telemarketing audience surveys upselling and cross-selling customer success and clienteling While outbound call centers are less crucial than inbound call centers, they still play an important role for many businesses.

Call Center

Call Center Multichannel virtual call center outsourcing

Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Callminer

AUGUST 6, 2019

.” – Sandie Simms, 12 Questions to Ask When Choosing Contact Centre Software , West UC; Twitter: @West_UC. Know the latest call center trends. Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. Social media.

call center software

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Call Center Outsourcing: Pros, Cons, and Best Practices

OctopusTech

SEPTEMBER 9, 2023

Call center outsourcing refers to a strategic business decision made by a company to delegate its customer support inquiries from a third-party source often called a Business Process Outsourcer (BPO) rather than hiring an in-house team of employees. These channels include live chat, phone calls, SMS, email, and social media.

Best practices

Best practices outsourcing Call Center virtual call center

6 tips to improve your IT support

ViiBE Blog

APRIL 26, 2021

Customer satisfaction should be the number one goal of your contact center. Half of the consumers surveyed by Zendesk said that just one bad experience would drive them to a competitor, and 80% will defect after multiple bad experiences. In addition to phone lines, contact centers add options like live chat and video chat.

virtual call center

virtual call center call center software Contact Center Call Center

What is first call resolution?

ViiBE Blog

MAY 4, 2021

So, in concrete terms, what does FCR show you about your center? FCR stands for First Call Resolution. It is a key performance indicator for call centers and contact centers. It gives you an idea of how effectively your call center can solve a customer issue. What is the meaning of FCR?

First call resolution

First call resolution Call Center virtual call center call center software

A Definitive Guide to Call Center Metrics: 17 Call Center KPIs to Track

JustCall

JANUARY 5, 2021

Call center agents' performance is directly proportional to the customer experience. With call center metrics, you can identify your strengths and weaknesses and take stock of how your agents are faring. But, which contact center metrics and KPIs should you focus on? Call Center Metrics.

Call Center

Call Center Metrics Abandon rate Average Handle Time

What is the call center experience?

ViiBE Blog

APRIL 8, 2021

What is a good idea of a great call center answer? In any kind of call center or contact center , customers are ultimately looking to resolve their problem. By the end of the call, they want to have a solution. The evolution of the call center experience.

Call center experience

Call center experience Call Center Average Handle Time call center software

What to expect in 2020: call center and beyond

Liveops

JANUARY 6, 2020

According to the 2019 Deloitte Human Capital Trends Survey (PDF) , 72% of organizations that outsource saw a positive impact on their business. In a recent Gallup survey anlyzing the quality of the current job market, 75% of middle-income workers said career advancement opportunities are important to them.

Call Center

Call Center virtual call center Surveys outsourcing

The Importance of a Call Center for Financial Services

aircall

FEBRUARY 3, 2021

Gives you access to dashboard analytics to assess metrics like call volume, average call times, productivity, and much more. . Gives you the flexibility to set up a virtual call center and use remote or distributed teams. . Allows you to leverage a full-featured contact center. .

Call Center

Call Center call center software Interactive Voice Response voip

What Is a Financial Services Call Center?

aircall

JANUARY 25, 2021

Banks, credit unions, and other financial services companies can serve their customers more efficiently and provide a better customer experience when using a call center. Consumers have a desire to keep their finances simple and easy , and financial services companies can easily implement contact center software to achieve that. .

Call Center

Call Center call center software Banking virtual call center

Optimizing Call Center Customer Support for Increased Revenue

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Don’t send an annual survey to see if they’re satisfied with your products, contact center or delivery performance.

Call Center

Call Center Customer Support Customer centricity Contact Center

How the Right VoIP Phone System Reduces IT Involvement

aircall

JANUARY 15, 2021

How heavy is your call volume? Do you anticipate setting up a virtual call center now or in the near future? Do you experience seasonal fluctuations where you need to scale your call center up or down during various cycles? Are you interested in setting up remote teams or distributed teams?

voip

voip Telecommunications Call Center call center software

The best contact center software for your needs

ViiBE Blog

AUGUST 11, 2021

ViiBE Blog. The best contact center software for your needs. Call Center , CRM , Customer experience. Contact centers vary widely to suit the needs of a wide range of businesses. A customer-facing company and business-to-business (B2B) sales will have different needs from a contact center.

Contact center software

Contact center software Contact Center CRM contact center solutions

How to evaluate a call center agent’s performance?

ViiBE Blog

APRIL 28, 2021

Call centers and contact centers have industry-specific KPIs to measure agent performance. These KPIs illustrate how one agent’s productivity affects overall call center performance indicators such as call volume, wait times, and response time. How do you measure the performance of an agent?

Call Center

Call Center Schedule adherence Average Handle Time First call resolution

How to improve customer service with live video support?

ViiBE Blog

APRIL 30, 2021

While traditional call centers have existed for decades, they lack some of the features of face to face interactions. Contact centers have become more prevalent as more and more companies transition from traditional call centers to offer live chat and video support for their customers. Contact us!

Customer Service

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Customer Contact Central

Metrics to Measure the Performance of Your Virtual Call Center

Ask a Contact Center Technology Expert: An Intro to Call Centers (Part 1)

Trending Sources

Types of Contact Centers: Discussed in Detailed

Cisco Receives 2020 Contact Center Technology Award from CUSTOMER Magazine

Ask a Contact Center Technology Expert: An Intro to Call Centers (Part 1)

Cisco Brings the Power of the Cloud and AI to Contact Centers with Release 12.5

Contact Center vs. Call Center: What Is the Difference?

Virtual Call Center Software: Here’s All You Need to Know

Cisco Contact Center Portfolio: Revolutionizing Customer and Agent Experiences

Call Center Statistics You Should Know

Contact Center vs. Call Center: What Is the Difference?

Join Our On-Demand Webinar: Best Practices for Moving your Contact Center to the Cloud

What Is a BPO Call Center and What Does It Do?

All About 951 Area Code for Local Business in Riverside CA

Which Call Center Model is Right For You?

Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Call Center Outsourcing: Pros, Cons, and Best Practices

6 tips to improve your IT support

What is first call resolution?

A Definitive Guide to Call Center Metrics: 17 Call Center KPIs to Track

What is the call center experience?

What to expect in 2020: call center and beyond

The Importance of a Call Center for Financial Services

What Is a Financial Services Call Center?

Optimizing Call Center Customer Support for Increased Revenue

How the Right VoIP Phone System Reduces IT Involvement

The best contact center software for your needs

How to evaluate a call center agent’s performance?

How to improve customer service with live video support?

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