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? If you’ve mulled over the question, then you must be aware of the concept known as ‘cost per call.’ Cost per call is one of the most important metrics for contact centers.

Contact Center 52

Contact Center Metrics Contact center software Interactive Voice Response 52

Expivia

APRIL 29, 2021

The success of your call center depends on the list of key performance indicators (KPIs) you follow. If you know what your performance metrics are, you know how well you’re doing. Without call center KPI tracking, you’ll never know if you’re running your call center effectively. What Is a Call Center KPI?

Call Center 98

Call Center Metrics Average Handle Time Interactive Voice Response 98

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. The value of that improved metric plays a big role in the client’s bottom line.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Tenfold - Contact Center Blog

JULY 9, 2018

The job isn’t only about picking up the phone 24/7, it entails establishing customer relationships based on value and satisfaction. It begins with setting metrics. The right metrics or key performance indicators (KPIs) should effectively measure a business’s specific capacities. First Contact Resolution.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Momentum Telecom

OCTOBER 20, 2023

Cloud services are becoming standard for businesses of all sizes, and phone systems are no exception. But despite its increasing popularity, knowing whether your business could benefit from upgrading to a cloud phone system can be a challenge. This can also help save on costs associated with long-distance or international calls.

voip 52

voip Analytics Personalization Metrics 52

aircall

JUNE 27, 2022

The connected business phone joins a rare breed of businesses, only 8 years after its creation. Aircall, the connected business phone, today announced it has passed $100 million in Annual Recurring Revenue (ARR), reaching the exclusive centaur status that only about 150 private companies in the cloud industry, worldwide , have achieved.

call center software 105

call center software Call Center Metrics Marketing 105

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

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. Tyler Riddell.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

OctopusTech

DECEMBER 21, 2023

Outsourcing is one tactic that has been more popular recently, especially in the call center services industry. Numerous advantages come with outsourcing call centers, including increased productivity and significant cost reductions. Cost-effectiveness is a primary driver for businesses considering call center outsourcing.

outsourcing 62

outsourcing Call Center Multichannel call center professionals 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

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

Callminer

APRIL 23, 2019

PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). There are many organizations which, for one or more reasons, collect credit card numbers over the phone. To train and evaluate call center staff.

Best practices 159

Best practices Call Center Banking Contact Center 159

Lumoa

JANUARY 3, 2023

With a track record of working at tech giants like Microsoft and Nokia, he offers top-notch advice to boost response rates while generating deeper insights from survey responses. Are you looking for feedback on a new product? Attitudinal questions seek to uncover how people feel about a given topic or product.

Best practices 157

Best practices Surveys Metrics Construction 157

aircall

SEPTEMBER 12, 2022

Ready to ditch your desk phone for a modern alternative? A cloud-based phone system can help. . Cloud-based phones give you all the benefits of a traditional PBX phone system without the bulky hardware, IT issues, or even the need to be onsite (a huge perk for distributed teams!). How Aircall works and what to expect .

voip 62

voip APIs Interactive Voice Response Analytics 62

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

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

Lumoa

DECEMBER 15, 2022

VoC analytics improves products, services, and processes to meet consumer expectations better. they could then write an informative blog post or create helpful social media content to attract more potential clients. Like “what was your favorite part about using this product?” But you have to do more than listen.

Analytics 94

Analytics Feedback Banking Surveys 94

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. You would call them warm leads.

Call Center 96

Call Center call center software Scripts Best practices 96

aircall

JUNE 23, 2022

Aircall Wins RemoteTech Breakthrough Award For “Business Phone System Innovation of the Year”. Aircall is a flexible cloud-based phone solution that integrates with popular CRMs and helpdesk tools to help manage and streamline customer support and sales departments.

APIs 62

APIs Metrics Technology Sales 62

OctopusTech

MARCH 1, 2023

Most companies will set up or adopt a call center to field customer service requests and complaints. These call centers organize phone support queues and equally distribute calls to reps on the service team. What Are Inbound Calls? Inbound calls are a fundamental aspect of customer service and support call centers.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

JustCall

APRIL 4, 2023

As the first point of contact for customers, your inbound call center agents play an instrumental role in delivering a positive customer experience. From handling customer inquiries and complaints to providing product or service information, inbound call center agents are the voice of the company. Who Is an Inbound Call Agent?

Call Center 52

Call Center call center software Upselling Scripts 52

aircall

JANUARY 30, 2023

Any cloud-based business phone system worth its weight shouldn’t just facilitate customer-facing calls and conversations. They should also empower businesses to drive greater value from their calls and conversations by improving operational processes. What Is Yodel?

Call Center 62

Call Center call center software Analytics Customer centricity 62

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? They should be able to answer simple questions and guide customers to products. You should have training in every area, including call scripts for your agents. What’s the warranty?

Customer Experience 83

Customer Experience Chatbots Best practices Metrics 83

Hodusoft

AUGUST 13, 2021

How important are auto dialers for call center software. For businesses to generate sales leads, the erstwhile favored channels of in-person meets or phone calls are now completely replaced by online lead generation techniques. Productivity is the new mantra for businesses. . Let us work backward here.

call center software 98

call center software Call Center voip Sales 98

aircall

MAY 14, 2021

Using a predictive dialer or an auto dialer in place of manually dialing calls is like the difference between walking to work or taking a high-speed commuter train. There’s no time wasted looking up phone numbers or punching them in. Sales and support agents don’t have to wait for someone to answer the call or a machine to pick it up.

voip 62

voip Telemarketing Scripts Abandon Call 62

CrazyCall

AUGUST 8, 2019

Customers call, agents resolve their queries, managers supervise, all things seem to run their course… STOP! In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts.

Call Center 52

Call Center Metrics Abandon rate Management 52

aircall

NOVEMBER 21, 2022

Thankfully, a recent Forrester Consulting study found that implementing Aircall’s cloud-based phone solution can boost productivity and performance for customer-facing teams by 13%. So how can you boost productivity by 13%? But first, why should you care? You can read the full report here. “As

CRM 62

CRM Wait times Consulting Consulting 62

TeleDirect

DECEMBER 14, 2023

According to a recent Salesforce report , 80% of customers believe the experience you provide is as important as your services or products. 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. Yes, that’s 80%.

Call Center 62

Call Center Technology Interactive Voice Response Scripts 62

aircall

SEPTEMBER 8, 2022

Do you have enough staff to manage call volume? . Aircall’s phone solution offers numerous tracking options to measure productivity for you and your team as a whole. If you plan to monitor the KPIs for an inbound call center, there are a few classic metrics to keep in mind. Average time on the phone.

Sales 48

Sales Customer Service Wait times Metrics 48

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

Hodusoft

FEBRUARY 8, 2023

One area that is often overlooked but can make a significant impact on a business’s performance is the phone system. A modern, hosted PBX system is a cloud-based phone system that allows businesses to make and receive calls over the internet, and can therefore bring numerous benefits to an insurance business where every second matters.

CRM 52

CRM Call Logging Analytics Personalization 52

Call Experts

OCTOBER 19, 2023

Behind the Scenes: A Day in The Life of a Call Center Agent Have you ever wondered what is it like for the call center agent answreing my phone when I partner with Call Experts? Performance Metrics in the Call Center Call center operations rely heavily on performance metrics to evaluate and improve efficiency.

Call Center 59

Call Center Average Handle Time Coaching Metrics 59

aircall

JANUARY 7, 2023

Whether you are looking to switch from a basic phone to voice-over-internet protocol (VoIP) or if you’re looking for a scalable solution to replace your current cloud-based phone system , there are plenty of options on the market. In the sea of business phone solutions, Grasshopper is a popular contender. Basic phone features.

voip 48

voip Analytics CRM Call Center 48

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

JustCall

FEBRUARY 23, 2021

Sales, support, and call center agents are bound by multiple manual tasks during their working hours. With VoIP phone systems, you can make calls using an internet connection. The big advantage of a VoIP phone system is that you can operate it on a laptop, desktop, mobile phone, and even a landline.

voip 52

voip CRM Analytics Metrics 52

aircall

JANUARY 13, 2023

The best way to achieve that is by boosting day-to-day productivity and performance while reducing costs. . That might look like a tall order, but if your existing cloud-based phone system isn’t ticking all those boxes and more, then it’s time to look for an alternative and you’ve come to the right article. . that they know and love.

Sales 62

Sales CRM Morale Interactive Voice Response 62

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. With many potential combinations, picking the right call center tool software is no easy feat.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140