Tenfold - Contact Center Blog

JULY 9, 2018

Front-facing employees are the lifeblood of a business. 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. Here’s a list of the most crucial metrics that inbound call center must measure.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Callminer

APRIL 23, 2019

There are many organizations which, for one or more reasons, collect credit card numbers over the phone. These phone calls are often kept for many reasons, including: Protection against liability. There are two primary categories that offer solutions to the issue of PCI compliance in the call center — manual and software solutions.

Best practices 159

Best practices Call Center Banking Contact Center 159

ProProfs Blog

DECEMBER 14, 2018

A help desk software is important for businesses serving customers. When businesses offer a delightful customer experience, sales increase. A help desk ticketing system automates the workflow of issue resolution, centralizes information, and keeps everyone updated with email alerts. So that nothing slips through the cracks.

Surveys 142

Surveys Customer Support Metrics call center software 142

VirtualPBX

SEPTEMBER 14, 2023

Guest Blog from Sphinx Solution Nowadays, a solid communication system is the key to any business success. Whether you have a startup or an enterprise-grade business, cost-effective & efficient communication systems help you achieve long-term success. Let’s get started on transitioning your business.

voip 105

voip CRM Consulting Consulting 105

Lumoa

FEBRUARY 9, 2023

As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. ” by David Cooperstein Churn Customer churn happens when a customer/subscriber stops doing business with a company. The focus on enhancing customer experience has gained traction in recent years.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

TechSee

AUGUST 26, 2024

Call centers are the frontline of customer service for many businesses. In this blog post, we will explore these pain points, discuss best practices, and describe how AI and automation can not only improve call center customer service – they can revolutionize it. Some IVR systems can be difficult to navigate.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

aircall

AUGUST 29, 2022

There’s a reason business owners are obsessed with call center productivity. That’s why business leaders must understand what call center productivity is, how to measure it, and how to improve it. Key takeaway: Productivity can’t be measured with just one metric. After all, productivity and profitability are tied together.

Call Center 118

Call Center virtual call center call center software Self service 118

VirtualPBX

NOVEMBER 8, 2023

In today’s fast-paced business world, effective communication is the lifeline of any successful company. Whether it’s a flooring manufacturer, a financial services firm, or a digital healthcare solutions company, a reliable and feature-rich communication system is vital to streamline operations and boost customer satisfaction.

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

aircall

JUNE 27, 2022

The connected business phone joins a rare breed of businesses, only 8 years after its creation. This ecosystem currently integrates with more than 100 leading business tools, including Salesforce, HubSpot, Microsoft Teams, Intercom and more. This is a strong indication of the worldwide demand for technology solutions.

call center software 105

call center software Call Center Metrics Marketing 105

VirtualPBX

OCTOBER 11, 2023

Guest Blog From Sphinx Solution VoIP , a technology that allows you to make calls over the Internet, has been steadily transforming global communications for the past decade, unlocking significant ROI in communication for businesses worldwide. And this enables great customer service and collaboration among teams.

voip 104

voip Accountability Customer retention Technology 104

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. Meet Our Panel of Call Center Managers & Business Leaders: Adeel Shabir.

Call Center 182

Call Center Management Scripts Coaching 182

Hodusoft

MAY 11, 2022

Cloud PBX vs On-Premise PBX Systems for Better CX: Check out these Factors Before You Decide. The business communication demands are evolving as most companies are shifting towards remote and hybrid work models. PBX systems have always been the solution to this emerging challenge. On-Premise PBX. Cloud-based PBX.

voip 98

voip Analytics industry standards Government 98

aircall

OCTOBER 13, 2022

For ops management teams—with countless workflows to oversee and not enough time to oversee them— losing time due to inefficiencies translates to 20% to 30% in business revenue losses annually, according to market research giant, IDC. Operational efficiency is the precursor to overall business efficiency. But it’s not the worst part.

Management 118

Management Sales Consulting Consulting 118

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. CES can be measured on a five-point or a seven-point scale.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

VirtualPBX

JULY 24, 2024

If the Covid-19 pandemic taught our businesses anything, it was the planning and endurance that acts of nature of any kind necessitate, be them temporary or permanent. Focus on equipment, employees, and available back up systems as you plan for your next severe weather event. Make testing them part of your regular maintenance routine.

Agent burnout 105

Agent burnout Self service Contact Center CRM 105

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. Call center development is an essential subset of any overall business development plan. He’s right!

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

AWS Machine Learning

JULY 29, 2022

Customer satisfaction is a potent metric that directly influences the profitability of an organization. Continuously improving the quality of your service as business trends and dynamics change. We cover the following topics in this post: Reference solution architecture for the self-service AI. Deploying the solution.

Contact Center 131

Contact Center Interactive Voice Response Self service Accountability 131

Aspect

JULY 15, 2020

Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread. Some organizations even resorted to agents using their personal cell phones as tools of customer service.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

ProProfs Blog

NOVEMBER 29, 2019

By ensuring customer-centric service , the help desk enables businesses to create a rapport with end-users, maintain its image, and build customer loyalty. . Businesses exploit help desk management software to automate processes and to organize workflows. It is, therefore, better to integrate help desk software with an existing system.

Management 128

Management Customer centricity Best practices Finance 128

NobelBiz

FEBRUARY 27, 2024

Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. Agent screen capture technology offers a solution by allowing supervisors to review agents’ screens during customer interactions.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

ProProfs Blog

MARCH 18, 2020

Accordingly, customer satisfaction metrics are important business assets that show how happy your customers are with the products or services that you provide. . These metrics comprise different phases of your customers’ journey and help you realize their thoughts and emotions in each of those phases. .

Surveys 145

Surveys Metrics Feedback Best practices 145

JustCall

MARCH 23, 2021

Do you have a dedicated phone number for your business? The business phone number is one of the main points of contact for customers. But, what exactly is a business phone number? Which business number should you go for? In this blog post, we will help you answer all these questions.

voip 98

voip Interactive Voice Response CRM Analytics 98

aircall

JUNE 28, 2022

By the way, transparency is at the center of our values, that is why for the past eight years we’ve been communicating regularly to our entire team our most important metrics, our ARR, our NPS, our profit margins, and more. And businesses were asking for collaborative solutions more and more, coming from the ideas of Atlassian and Slack.

SaaS 147

SaaS Metrics Engineering Telecommunications 147

Comm100

MAY 19, 2020

Note: This blog post was originally published on Jul. If you’re reading this blog post, you probably already know that live chat is a platform that allows you to chat directly with your website visitors. Live chat is a must-have tool for your business, and this blog post is going to cover exactly why that is.

Best practices 111

Best practices Sales Analytics Benchmark 111

VirtualPBX

MAY 17, 2023

In today’s fast-paced world, businesses are increasingly turning to automated solutions to streamline their support processes. One such solution is harnessing the power of ChatGPT for auto reply messages. Scalability : As businesses grow, managing customer inquiries can become challenging.

Customer Support 98

Customer Support Best practices CRM Consulting 98

GetFeedback

MAY 23, 2019

While there are many different metrics within a VoC program, two very prominent ones are Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS). While these metrics are not difficult to calculate, they’re not always intuitive to action. Understanding the differences is vital to making meaningful improvements to your business.

Surveys 123

Surveys Metrics Accountability Wait times 123

aircall

DECEMBER 30, 2016

Setting up a call center for your business is an investment of both time and money. If you are careful and savvy during the initial setup of your call center, you can make the phone to be an invaluable tool for your customers’ satisfaction and business’ growth. Business phone system. Virtual or onsite?

Call Center 97

Call Center Virtual Agent virtual call center CRM 97

Totango

SEPTEMBER 29, 2020

It is simply the amount of revenue obtained from a customer over the full duration of their journey with you, minus the cost of attaining and retaining their business. They arrive without any working knowledge of your product and eventually grow to independently use it to achieve their business goals.

SaaS 110

SaaS Enterprise Metrics Upselling 110

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. How do you deal with a rude customer on the phone? Michael Mancinone. peoplogica. Joe Bailey. MyTradingSkills.

Management 207

Management Customer Service Consulting Consulting 207

Nicereply

SEPTEMBER 28, 2021

Whether it’s a help desk to process tickets or software to collect feedback easily, there’s a software solution that will make your job easier and more efficient. For many people, customer service is a key factor when deciding whether or not to do business with a company. Value: What do you get for the price you pay?

Customer Service 98

Customer Service call center software Surveys Analytics 98

Momentum Telecom

MARCH 30, 2020

It’s now a standard tool in many businesses, with the market for these solutions expected to almost double by 2023?. Yet another piece is where and how your company configures these solutions so that they work best for everyone enterprise-wide. Instead, a cloud-based voice solution solves these inefficiencies.

Abandon Call 97

Abandon Call Morale Government Analytics 97

JustCall

APRIL 13, 2020

And summed up all the best performing hacks in this blog post they are using to achieve team success. Proper monitoring – The right set of customer service metrics and KPIs. The first being the wired desk phone systems. The shift to off-site working spaces has also led to a transition from desktop to mobile phones.

Customer Service 98

Customer Service Interactive Voice Response Analytics First call resolution 98

JustCall

AUGUST 5, 2020

In this blog, we will take a look at all the important sales tools that will help your team step-up their sales efforts. This guide will help you form the ultimate sales tool kit for your business. So, you can sync your communication systems or marketing tools with this CRM to build powerful processes. What are Sales Tools?

Sales 98

Sales CRM Analytics Accountability 98

Infinity

MAY 25, 2022

That’s where call centre tracking and metrics come in. Tracking the right metrics can unlock a wealth of insights that will make your call centre operations more effective than ever. There are tons of call centre metrics you can track , from abandonment rate to FAQs. How do call centres track performance? Average handle time.

Metrics 52

Metrics Average Handle Time Upselling Abandon rate 52

aircall

OCTOBER 12, 2022

In an announcement from UK Secretary of State for Health and Social Care Thérèse Coffey, she shared a new plan to help healthcare providers see more patients more quickly by investing in cloud-based phone systems. . Why Cloud-Based Phone Systems Can Help. Aircall: The #1 Phone System for Healthcare Providers in the UK.

Healthcare 71

Healthcare Wait times Analytics Metrics 71

Nicereply

SEPTEMBER 21, 2021

78% of consumers say they’ll do business with a company after making a mistake if the customer service is excellent. Bottom line: If your business receives complaints about the quality of your customer service, it’s a good sign you need to rethink your strategy. self-service over email, or chat instead of phone).

Customer Experience 102

Customer Experience Self service Upselling Metrics 102

NobelBiz

JANUARY 30, 2024

Are you struggling with overcoming Call Blocking for your Call Center Business? It’s clear by now that maintaining uninterrupted channels for outbound calling is vital for any business that is aiming to grow, especially call centers. That being said, call center blockage is one of the critical issues in customer service.

Call Center 103

Call Center Interactive Voice Response Telecommunications Contact Center 103