aircall

AUGUST 29, 2022

There’s a reason business owners are obsessed with call center productivity. After all, productivity and profitability are tied together. Recently, there’s been a lot of buzz about how to measure productivity. Should it be about the number of calls an agent takes in a day? What is call center productivity?

Call Center 118

Call Center virtual call center call center software Self service 118

ProProfs Blog

DECEMBER 11, 2020

Your brand philosophy might have its roots in creating top-notch products or services. This blog lists 6 impressive strategies that will help you measure your service quality and take your services from ‘mediocre’ to ‘exceptional’. However, at the same time, it is also one of the CX metrics that cannot be measured straightforwardly.

Metrics 78

Metrics Customer Service Surveys Customer effort 78

aircall

MARCH 12, 2021

Call centers can enhance the customer experience— if your teams are performing well. It’s essential to track call center performance to gain insight into how your customers perceive your sales and support services, so you can improve and adapt to their needs. The key ingredients to improving call center performance?

Call Center 62

Call Center Metrics First call resolution call center software 62

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. Live chat systems provide a seamless communication channel for real-time customer interactions.

Chatbots 53

Chatbots Feedback Customer centricity Wait times 53

GetFeedback

FEBRUARY 14, 2019

It’s one of the main reasons why live chat customer service is in such high demand. Implementing a live chat feature is not easy, but definitely feasible. The real hard part is measuring your live chat’s success. At GetFeedback, we use four metrics to measure the performance of our live chat support. Stick with it.

Metrics 74

Metrics Customer effort Surveys Wait times 74

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? The right call center reporting system isn’t just a nice-to-have; it’s an absolute necessity. Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Fonolo

MARCH 21, 2024

It underpins some of the most useful tools agents have to handle large and changing call volumes. Without it, mayhem would quickly ensue when calls come rushing into your contact center without any way to prioritize them or create order. When your number is up, you’ll get a sandwich – or a call-back!

Contact Center 75

Contact Center Abandon rate Multichannel Wait times 75

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. Find out what you can do today to boost efficiency and improve call center performance by reading our pros’ responses below. Jeff Toister.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

JustCall

APRIL 3, 2024

A surge in call volume is always good news for your business. It shows more customers are interested in your product or service. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. So, how do you manage call surges during unanticipated high-traffic periods?

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

JustCall

FEBRUARY 3, 2021

Call center managers are the ringmasters of all operations in a call center. Ensuring that your agents are doing well on-job is more than just a matter of measuring metrics. In this blog, managers will learn how to turn their agents into seasoned experts at handling customers and prospects with call monitoring.

Analytics 98

Analytics Interactive Voice Response call center software Call Center 98

Totango

JUNE 24, 2022

The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B. Customer success in SaaS differs from CS in other industries.

Best practices 103

Best practices SaaS Journey mapping B2C 103

NobelBiz

JUNE 19, 2023

Real-time monitoring offers an unparalleled advantage in achieving this goal. By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment. What is Real-Time Monitoring?

Call Center 52

Call Center Coaching Contact Center Metrics 52

JustCall

JULY 23, 2020

In this blog, we'll run you through all the important sales metrics and KPIs you need to assess for optimum results. . Measuring your sales metrics and KPIs is a healthy exercise for improving overall sales performance. But, weighing every other metric under the sun means you're in for a waste of your precious time.

Sales 52

Sales Metrics Upselling Benchmark 52

GetFeedback

JULY 14, 2018

A blog survey is simple but powerful way to learn more about your audience. With just a few questions, you can measure reader satisfaction, promote new content, and convert more blog traffic. Here are step-by-step instructions on launching an awesome blog survey in under 30 minutes. Building a Blog Survey. Like/Dislike.

Surveys 74

Surveys Feedback Best practices Metrics 74

Spearline

JULY 7, 2022

At Spearline, we’re committed to transforming the future of webRTC testing, monitoring, and analytics. O ur suite of webRTC testing, monitoring, and analytics solutions provide a raft of real-time and aggregate global and localized testing metrics. Or, call our API for this information in JSON format.

Metrics 95

Metrics APIs Analytics Contact Center 95

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

Tenfold - Contact Center Blog

JULY 9, 2018

It begins with setting metrics. The right metrics or key performance indicators (KPIs) should effectively measure a business’s specific capacities. Here’s a list of the most crucial metrics that inbound call center must measure. A 2016 survey by Call Center Helper shared that 62.7% First Contact Resolution.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

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 Metrics.

Call Center 52

Call Center Metrics Abandon rate Average Handle Time 52

Spearline

JULY 4, 2022

The importance of WebRTC monitoring for enterprises Web Real Time Communications (WebRTC) is transforming the way we communicate online. But, as usage expands and grows, so does the importance of testing and monitoring WebRTC infrastructure to manage performance. What does WebRTC enable? First, a brief recap of the power of WebRTC.

Enterprise 98

Enterprise APIs Metrics Technology 98

Pointillist

JANUARY 25, 2019

By Swati Sahai Call centers are an operationally-complex element of your business, but they play a big role in your customers’ experience with your company. It’s no easy task, but the right mix of call center metrics and KPIs can help you stay the course. Many call center leaders view it as the most important KPI to track.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

Totango

AUGUST 25, 2022

SaaS customer engagement is the strategic management of interactions with software users to help them see the value of the product. This encourages customers who are satisfied with the outcomes you deliver to use your product more frequently, purchase from you more often and refer more new users to your brand. The same applies to CLTV.

SaaS 97

SaaS Upselling Metrics Journey mapping 97

Hodusoft

OCTOBER 19, 2023

In this blog, we will discuss various practical strategies for reducing operational expenses associated with BPOs. Call Routing Optimization Call routing optimization plays a vital role in reducing the costs in your BPO contact centers while maintaining the quality of service.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

AWS Machine Learning

DECEMBER 1, 2022

Amazon SageMaker now allows you to compare the performance of a new version of a model serving stack with the currently deployed version prior to a full production rollout using a deployment safety practice known as shadow testing. You can then compare the performance of the two versions using metrics such as latency and error rate.

APIs 78

APIs Metrics Management Engineering 78

AWS Machine Learning

JULY 7, 2022

You liked the overall experience and now want to deploy the bot in your production environment, but aren’t sure about best practices for Amazon Lex. We have covered the planning, design, and configuration phases in previous blog posts. Let’s review the best practices for development, testing, deployment, and monitoring bots.

Best practices 75

Best practices Metrics APIs Accountability 75

aircall

JANUARY 25, 2023

Choosing a cloud-based call center solution for your business is a time-consuming process. Many Genesys alternatives offer unlimited international calling. Remote teams that prefer a mobile-friendly cloud-based call center solution won’t get what they need from Genesys. What Is Genesys? Do you need an affordable solution?

Interactive Voice Response 62

Interactive Voice Response call center solutions Analytics APIs 62

NobelBiz

MAY 9, 2023

One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and performance. It’s easy to see how an automated tool to select prospects, dial, and route the call can optimize the outbound process. billion by 2028.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Call Design

SEPTEMBER 2, 2021

How we understand our agents often comes from our KPIs and their metrics. When we only view our agents from a productivity, performance, and customer experience perspective we miss out on the information that helps our WFM team become best in breed. We define our agents as “top producers” or “needs coaching”.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

CrazyCall

AUGUST 8, 2019

Customers call, agents resolve their queries, managers supervise, all things seem to run their course… STOP! What about the work output, its monitoring and optimization? Inbound call center metrics: Inbound Call Volume. First Call Resolution. Call Abandonment Rate. Missed phone calls.

Call Center 52

Call Center Metrics Abandon rate Management 52

ProProfs Blog

JUNE 26, 2020

Account Administrator, also known as Admin, manages and configures the customer support software like live chat or help desk for its team members. An announcement is a small notification display that live chat users can add to their every web page. Account Administrator. Announcements. LEARN MORE > Assignee. Canned Response.

Customer Service 179

Customer Service APIs Customer Support Feedback 179

NobelBiz

MAY 7, 2024

Call centers are constantly facing the challenge of maintaining high efficiency while adhering to strict regulatory compliance. This gap has paved the way for hybrid dialer solutions, which integrate seamlessly with existing call center technology to offer the perfect blend of automated and manual dialing capabilities.

Call Center 59

Call Center Interactive Voice Response Wait times Telemarketing 59

ChurnZero

MAY 4, 2023

Research suggests SaaS companies that foster online customer communities strengthen key metrics that are important to Customer Success. Finally, a whopping 90% of brands with online communities “say that suggestions from the community have been used to improve products or services.”

SaaS 98

SaaS Best practices Gamification Feedback 98

JustCall

APRIL 13, 2020

And summed up all the best performing hacks in this blog post they are using to achieve team success. We found out that with remote customer support teams, conserving team unity and productivity becomes challenging for Managers. Get hold of these 3 factors if you want your remote service teams to stay productive and profitable.

Customer Service 98

Customer Service Interactive Voice Response Analytics First call resolution 98

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

Spearline

JULY 21, 2022

Whether that be for new products, or optimization, updates, or new releases for existing products. Consequently, no other testing solution can provide the range and depth of testing metrics and analytics. High level information in the top ribbon covering score, call setup time, bitrate (Kbits), packet loss, and jitter (ms).

Scripts 98

Scripts APIs Metrics Analytics 98

Call Experts

JULY 27, 2023

A customer service call center serves as the backbone of a company’s customer service operations, providing a centralized hub where all customer inquiries, requests, and concerns are addressed efficiently and effectively. That’s where a customer service call center comes in.

Call Center 52

Call Center Customer Service Multichannel Abandon rate 52