Fonolo

FEBRUARY 11, 2021

The Executive Guide to Improving Call Center Metrics. Most call centers track industry-standard metrics, such as Average Hold Time (AHT), Abandonment Rate, and First Call Resolution (FCR). The Complete Guide to Call Center Metrics. Complement your call center technology with self-serve databases, AI chatbots, and blogs.

Call Center 141

Call Center Abandon rate Coaching First call resolution 141

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. Additionally, call centers can simply increase productivity with small investments in recognition & reward items.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Balto

JANUARY 22, 2024

The advancements in Generative Artificial Intelligence (Generative AI) have dominated the headlines and social media discussions throughout 2023, and for good reason. We’ve seen generative AI being applied in different industries with great results, specifically in the contact center domain. What Is Generative AI?

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service. Look no further!

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Playvox

MARCH 27, 2023

The key to maintaining peak performance is to continuously optimize productivity and streamline operations. These 10 strategies will help you boost productivity, improve operational efficiency , and enhance customer engagement, so you can achieve your goals and promote growth.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

JustCall

MARCH 29, 2022

In this blog, we explore the emergence of such ‘Super Reps’ and what they mean for customer experience. The focus is now on building customer relationships so that support reps can tap into multiple avenues besides renewals, i.e. upselling and cross-selling different plans, ancillary products that will unlock value for the customer.

Customer Experience 98

Customer Experience Upselling Coaching First call resolution 98

NobelBiz

JUNE 19, 2023

In this blog article, we’ll explore the transformative impact of real-time monitoring in call centers and how it can take customer experiences to new heights. This includes training on using monitoring tools, understanding key metrics, and identifying patterns and trends in customer interactions. What is Real-Time Monitoring?

Call Center 52

Call Center Coaching Contact Center Metrics 52

Tethr

AUGUST 26, 2021

Welcome to the monthly product update blog, where we’ll cover the latest and greatest updates to the Tethr platform. For future customers (and curious onlookers), enjoy this sneak peek into the inner workings of Tethr’s AI-powered conversation analytics machine. . This is a great asset for coaches, managers, and leaders alike.

Coaching 72

Coaching Analytics Metrics Sales 72

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Global Response

AUGUST 7, 2023

Before you set them free to make decisions and take ownership of their work, make sure that you support them with the necessary training, coaching and mentoring to feel confident in their abilities to do so. When you support your employees outside of the office, you create a more supportive—and productive—environment inside the office.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

CSM Magazine

APRIL 20, 2022

In our last blog , we asked the question ‘what does wellbeing really mean?’ Roughly half (48%) of contact centre managers report they are not doing enough to focus analytics tools on their teams and cite training opportunities (37%), employee satisfaction (33%) and productivity (33%) as the top missing insights.

Technology 52

Technology Coaching Analytics Enterprise 52

Callminer

APRIL 21, 2020

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. Productivity and creativity come from the outside…”. Build a diverse team.

Call Center 182

Call Center Management Scripts Coaching 182

TeamSupport

JANUARY 12, 2021

This three-part blog series aims to break down the main principles of the report into three parts to more clearly highlight the report’s key points. Support continues to be the preeminent technical resource for resolving customer issues and advocating for product usability and performance enhancements. Key Imperatives for Support.

B2B 86

B2B Customer Support Technical Support Coaching 86

Hodusoft

JULY 19, 2023

In this blog, we will explore everything related to inbound call center software. Improved Efficiency and Productivity: The software streamlines call handling processes, automates repetitive tasks, and optimizes agent workflows to maximize operational efficiency.

call center software 98

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

aircall

JANUARY 25, 2023

Its features include AI, voice, analytics, and workforce management. Core call features should boost productivity and maintain the quality of your internal and external calls. Collaboration features are key to boosting efficiency and productivity. Our one-click CTI allows users to customize workflows and boost productivity.

Interactive Voice Response 62

Interactive Voice Response call center solutions Analytics APIs 62

JustCall

APRIL 12, 2023

If you’ve been using Gong and are looking for a Gong alternative, this blog is for you. JustCall integrates all the important functionality needed within a contact center software – calls, messaging, calendar, automation, AI, and others – in a single, easy-to-use platform.

Sales 52

Sales Coaching CRM Contact center software 52

aircall

APRIL 16, 2021

Sometimes, it makes perfect sense to buy a product. Other times, it makes sense to pay for a product only for the amount of time you need it, like by the month or the year. Improve productivity. Establish performance metrics (response time, retention, engagement, etc.). You’re not stuck with it. Improve sales workflows.

SaaS 62

SaaS Sales Coaching APIs 62

Nicereply

JUNE 20, 2023

Roles with similar titles have vastly different responsibilities , deliverables, and metrics in the market. It is often worth investing in system and product training in a passionate domain expert. Our experience shows that collaboration, learning, mentoring, and coaching of teammates are facilitated more easily in person.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

Uniphore

JUNE 16, 2021

While this is an important metric for internal operating costs — shaving 10 or 20 seconds per call across thousands of interactions can add up to significant savings — managers often get in trouble by thinking of it as an end-all-be-all. Boost Agent Productivity Like a Maniac. Ultimately, when agents are happy, productivity reins.

Average Handle Time 59

Average Handle Time Call Center Contact Center Metrics 59

aircall

MARCH 18, 2022

Increasing Team Productivity. Without properly being able to coach your sales team, you can waste time on inefficiencies and missteps. Mentorship doesn’t have to wait until the call is over, with a function that offers real-time support and non-disruptive coaching. AI transcription tools. Whisper functions.

Sales 62

Sales Interactive Voice Response CRM Call Logging 62

Customer Service Life

SEPTEMBER 7, 2018

This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. Not long ago I saw a demo of a cool product for gathering customer feedback called Stella Connect. A quality score is a standard metric on most agent scorecards and therefore they’re held accountable to it.

Quality calibration 97

Quality calibration Calibration Surveys Coaching 97

Select VoiceCom Blog

AUGUST 1, 2023

Some of the responsibilities given to a customer service team include: Answering questions about the brand’s products or services Customer service representatives are the front line of communication between customers and the brand. They track customer satisfaction, response times, issue resolution rates, and other relevant metrics.

Customer Service 52

Customer Service Brand ambassadors Journey mapping Metrics 52

Liveops

DECEMBER 27, 2018

Blog Article] How AI will change the nature of contact center work. A top post from Contact Center Pipeline is a recent piece on the role artificial intelligence (AI) stands to play in customer service. Although organizations are moving ahead in planning deployments of AI and automation projects, uncertainty abounds.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

JustCall

MARCH 9, 2023

In this blog, we will understand the benefits of using sales gamification the right way, the top-3 sales gamification software to consider, as well as some interesting sales gamification examples. You can also use these gamification tools to boost the productivity of your trainees during or after their agent onboarding process.

Gamification 52

Gamification Sales Morale CRM 52

aircall

AUGUST 22, 2022

With those insights under their belt, Plecto saw an increase in productivity and improved its customer experience. . In short, this means personalization and productive conversations have become a breeze. . The post Lessons Learned: How 3 Aircall Customers Leverage Call Center Analytics appeared first on Aircall Blog.

Call Center 62

Call Center Analytics Interactive Voice Response CRM 62

JustCall

APRIL 22, 2022

Deliver high-value customer service by consistently tapping into not only quantitative but qualitative customer metrics. This could mean launching new features to accommodate customers’ expectations or educating them through a knowledge pool of guides, whitepapers, blogs,and even on demand webinars. – Bob Hooey. Scott Cook.

Customer Service 52

Customer Service Coaching Brand ambassadors Feedback 52

bold360 Blog

MARCH 19, 2020

When your in-house or outsourced service centre is focused or costed on metrics like cost per call, this can help massively by reducing admin and boosting productivity. Just as you would train and coach your people to talk in the same brand voice, it’s equally important to train and coach automation and bots in that same brand voice.

Chatbots 52

Chatbots Coaching Banking outsourcing 52

aircall

JUNE 14, 2021

Call center metrics and KPIs provide a reliable and objective way to measure team performance while improving customer satisfaction. But lots of call activity doesn’t necessarily mean that your teams are productive or efficient. 9 Metrics for Team Performance. What metrics should you consider to measure team performance?

Call Center 62

Call Center Metrics First call resolution Wait times 62

Netomi

JANUARY 5, 2022

So much so, we built the best chatbot and AI tool to help automate the low touch, mundane tasks support teams are inundated with. He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Noble Systems

JUNE 27, 2019

In a previous blog , we outlined advantages of moving a customer experience platform to the cloud. It analyzes both live calls and call recordings to prompt agents, spot trends, identify reasons for customer calls, improve quality, measure script adherence and discover training and coaching needs. Self-service options.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

aircall

MARCH 10, 2021

Quality assurance software typically offers features like call recordings, AI tools, and call transcription. A good cloud phone system also offers dashboard analytics for assessing KPIs and metrics. Call monitoring gives you an opportunity to listen in on calls and offer personalized coaching for as long as you need to. .

Call Center 62

Call Center Scripts call center software Best practices 62

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Improved agent efficiency and productivity turn call centers from a cost into a profit. AI algorithms are challenging human intelligence. With their inherent pattern recognition, self-learning and cognitive capabilities, AI powered algorithms have the ability to perform complex jobs with speed and accuracy. Areas Where AI Helps.

call center workforce 54

call center workforce Call Center Technology Management 54

Balto

AUGUST 3, 2022

Figure 7: “Drain on Resources” Agreement vs Contact Center Metrics Note: Responses have been converted to a 0-100 scale for comparison. The last decade has seen a proliferation of omnichannel tools like self-service and AI chat bots, but not all generations have responded in kind to these changes. Their average NPS was 80.4

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Liveops

DECEMBER 27, 2018

Blog Article] How AI will change the nature of contact center work. A top post from Contact Center Pipeline is a recent piece on the role artificial intelligence (AI) stands to play in customer service. Although organizations are moving ahead in planning deployments of AI and automation projects, uncertainty abounds.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

Call Experts

DECEMBER 28, 2018

Turnover causes a considerable loss of productivity and recruitment related investments. Continued education training, mentoring and coaching programs also help your team feel more respected and supported. Boost employee engagement while making your team more involved, productive and motivated. More Blogs Menu.

outsourcing 56

outsourcing Call Center Answering services Employee engagement 56

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. In Part 1 of this blog we will discuss the “Human” category trends. Effective agent training and coaching have been a top priority for contact centers for a long time.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

CrazyCall

SEPTEMBER 4, 2018

Personal blog. Personal blog. Apart from handling technical issues in Hubspot, he also blogs on OnStartups.com — a top-ranking community for entrepreneurs and startup founders that hits 700,000 visitors. Coach to SaaS founders, Chief instigator at DanMartell.com. Noah Kagan . Chief Sumo at Sumo Group. Dan Martell .

Sales 129

Sales SaaS CRM B2B 129