Hodusoft

SEPTEMBER 14, 2022

How Multi Tenant PBX Software Empowers Telecom Businesses? It helps in leveling up business operations to boost revenue. In this blog, we will discuss 7 ways how multi-tenant software adds value to your business. 7 Ways how multi-tenant software can become a game changer for your business.

Multichannel 96

Multichannel Telecommunications voip Analytics 96

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? The results?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

aircall

JULY 14, 2021

When your employees are happy, it’s easy to think you’re doing a good job. However, there are many reasons they might not be engaged and satisfied at work. What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. What Is Employee Engagement?

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

aircall

OCTOBER 6, 2021

Employee engagement is more than just getting things done—it’s identifying with what you do. As a business owner, you need to create an environment where there is meaning behind the tasks your employees do. Additionally, employees who feel connected to their jobs are happier and work harder. Why is this important?

Sales 117

Sales Scripts Best practices Feedback 117

VirtualPBX

JUNE 21, 2023

As the summer season approaches, businesses are actively seeking ways to reduce operating costs while maintaining efficient communication systems. This cutting-edge VoIP communication platform not only enhances the way businesses connect but also helps save time and reduce operational expenses.

voip 98

voip Call Logging Telecommunications Morale 98

Nicereply

MARCH 30, 2022

In this article, you will learn how to improve customer service thanks to live chat knowledge base. Although live chat is a great tool for customers to reach out to your support agents in real-time, you should know how to make the most of this software. How Live Chat Knowledge Base Can Benefit Your Business?

Customer Service 96

Customer Service Scripts Call Center Customer Support 96

Totango

JULY 15, 2021

In the past, most organizations have relied on a Chief Operating Officer (COO) or Chief Revenue Officer (CRO) to fulfill this critical position, but as the role of CS expands and integrates into other parts of the business, this is no longer feasible and CCOs are becoming critical. Championing a customer-centered mindset within the company.

Chief Customer Officer 124

Chief Customer Officer Customer centricity Education Best practices 124

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? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Blueship Call Center

OCTOBER 9, 2023

Genuine, ongoing dialogues with your employees will aid in performance improvement and boost client retention. There are several doable techniques to boost your team’s effectiveness in customer service. This includes how you connect with customers, often more so than what you say.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

Beyond Philosophy

MARCH 2, 2020

That said, I appreciate how this article introduces the discussion about the opportunity that lies within customer complaints. . We have all been in line or on hold for customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait. Or are they? Because it’s Profitable.” So far, so good. .

Customer Service 470

Customer Service Consulting Consulting Wait times 470

Blueship Call Center

OCTOBER 25, 2023

Companies have a few alternatives when it comes to back office operations: they may handle everything in-house, outsource the entire operation or just some tasks to outside vendors. The last choice is gaining popularity as more and more companies learn how advantageous it is to hire back office support system.

outsourcing 76

outsourcing Customer Care Call Center Technology 76

ConvergeOne

AUGUST 9, 2022

The first entry in this blog series, which details the first two steps to effective Workforce Engagement Management, can be read here. Adapt in Real Time and Self-Manage Schedules with WFM Scheduling. Workforce Management (WFM) is the next step on the journey to full WEM realization.

Management 75

Management Contact Center Metrics Wait times 75

Monet Software

JUNE 10, 2021

Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. If you need help boosting accuracy, we’ve got some forecasting advice here. They enjoy a manageable but motivating pace. #2

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

CSM Magazine

APRIL 20, 2022

Embrace analytics to boost your wellbeing strategy. Here, he takes a closer look and gives 3 reasons why you can’t afford to ignore the latest advancements in technologies designed for modern workforce optimisation and engagement. In our last blog , we asked the question ‘what does wellbeing really mean?’

Technology 52

Technology Coaching Analytics Enterprise 52

JustCall

MARCH 28, 2023

As a sales leader, it is difficult to craft a sure-shot plan on how to manage a remote sales team. Want to know how you can also amp up your game? Want to know how you can also amp up your game? Read the blog to learn more! As a manager, establishing that relationship takes a little more time when working remotely.

Sales 52

Sales Management Morale Employee engagement 52

AWS Machine Learning

SEPTEMBER 28, 2023

Enterprises today face major challenges when it comes to using their information and knowledge bases for both internal and external business operations. With constantly evolving operations, processes, policies, and compliance requirements, it can be extremely difficult for employees and customers to stay up to date.

Enterprise 103

Enterprise Real estate Chatbots Construction 103

VirtualPBX

APRIL 8, 2021

Our new e-book, Managing Remote Teams , is coming to a close. In this next-to-last chapter, you can read all about remote team morale and how you can sustain a positive work atmosphere while employees are spread across the country. Lighten Existing Meetings. Recognize Team Members’ Special Events. Meet Outside The Workplace.

Morale 69

Morale Personalization Management 69

JustCall

APRIL 3, 2024

We will also dive into how they increase the efficiency and effectiveness of your sales and dialing processes. We will also dive into how they increase the efficiency and effectiveness of your sales and dialing processes. Nice CXone is an enterprise contact center suite with robust auto dialer and campaign management tools.

Sales 52

Sales CRM Scripts APIs 52

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

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ProProfs Blog

DECEMBER 22, 2019

Increasing customer retention rates by 5% boost profits by 25% to 95%. And proactive customer support is the prime reason which can ace up the customer retention rate, which eventually boosts brand loyalty in return. So, the question here is – how can a business revitalize its brand presence when everything is falling to pieces?

Customer Service 152

Customer Service Customer retention Feedback Airlines 152

Nicereply

DECEMBER 29, 2020

Whether you have visited our blog or listened to the Customer Experience Leaders Chat podcast, we are incredibly happy and grateful for you. So as we approach the end of the year, it’s the perfect time to look back and show you our best blogs and podcasts published in 2020. 5 Most Favorite Blog Posts Published in 2020.

Customer Support 98

Customer Support Average Handle Time Analytics Customer Experience 98

Monet Software

MARCH 4, 2021

1 Efforts to garner employee input increased. No one had all the answers in 2020—not call center executives, workforce managers or agents themselves. Although this was often frustrating, many leaders solicited more feedback and ideas from all corners, including from frontline employees. 2 Employee engagement improved.

call center workforce 71

call center workforce Employee engagement Contact Center Call Center 71

ProProfs Blog

SEPTEMBER 20, 2019

This reply from the airline operator raises the question – “why its customer service was available on Twitter only for limited hours, while the airline operated 24/7?”. But how to create a customer retention strategy that has the power to keep your existing customers engaged and delighted? Annually, U.S.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

Call Design

OCTOBER 26, 2021

With digital transformation in full flight, the central focus amongst virtually every manager is employing solutions that drive efficiency. While this focus has worked for some time, the relationship between employees and technology is more complicated than it would seem. Changing Consumer Landscape. No Customer Support ROI.

Interactive Voice Response 78

Interactive Voice Response Technology Wait times Consulting 78

ProProfs Blog

SEPTEMBER 9, 2020

“How do we get ardent customers for our brand?”. That’s why in this blog post we’ll cover what’s a customer loyalty program and why it is creating a buzz, types of loyalty programs, benefits of adding one to your business, and how to create a well-designed loyalty program for your customers. From where do we start?”. Tweet this.

Gamification 144

Gamification Customer retention Metrics Sales 144

COPC

APRIL 19, 2023

Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management. Striking the perfect balance in a scorecard is essential for maximizing its effectiveness as a robust performance management tool. quality, service, etc.).

Metrics 73

Metrics Schedule adherence Benchmark Average Handle Time 73

Call Experts

FEBRUARY 4, 2021

Traditional time and attendance human resource management methods such as spreadsheets and word doc timesheets lead to payroll errors, reporting mistakes, and reduced employee morale. How can your organization eliminate absence failures? It also eliminates payroll errors and streamlines your employee scheduling needs.

Morale 52

Morale Management Employee engagement Self service 52

ProProfs Blog

JUNE 30, 2020

“People don’t care how much you know until they know how much you care”. Improve your operator’s ability to communicate well with your customers. She identifies shortcomings such as social, communication, and self-management behaviors that limit leaders in their career. Theodore Roosevelt. So, let’s get started!

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

JustCall

NOVEMBER 23, 2022

For call centers, a business continuity plan must include steps to accommodate customer calls, manage budget changes, deal with mobility restrictions, and stay afloat in a fluctuating business market. Business continuity implies the capability of an organization to continue operations following a disruptive incident.

Call Center 52

Call Center Management Contact Center Marketing 52

Global Response

OCTOBER 6, 2023

At its core, BPO consultants will help audit your processes and existing systems in order to improve efficiency, productivity and operations. For example, a common BPO function is managing a contact center and customer service needs. How exactly can BPO consultants drive business growth for your company?

Consulting 62

Consulting Consulting Business Process Outsourcing outsourcing 62

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? Also, call center operations managers are crucial in driving hyper efficiency within their organizations. Look no further! What is hyper efficiency in a contact center?

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

teleopti

APRIL 30, 2019

This is especially relevant as employees often spend more waking hours with their colleagues than they do with their own partners or families so keeping them happy and engaged should be a top priority. However, the reality is many companies are experiencing a crisis of employee engagement and are simply not aware of it.

Employee engagement 80

Employee engagement Management Strategic Value Self service 80

TeleDirect

DECEMBER 14, 2023

Do your employees feel overworked, constantly working overtime and never seem to get enough done in their eight -hour shifts? Are you ready for your employees to be multiplied at a cost-effective price? That’s why we’re not a cookie-cutter operation. We value our clients and consider ourselves part of the t eam.

call center solutions 62

call center solutions Call Center Scripts Enterprise 62

aircall

JUNE 25, 2021

It’s one thing to have a lot of employees and revenue, but it’s another to have operations management that enables optimum efficiency. The indicators of an efficient operation include digital transformation , automation, and communication, among many other factors. What Is Operations Management?

Management 62

Management Education Call Center virtual call center 62

Monet Software

MARCH 12, 2020

Employee engagement is a powerful force. An engaged workforce is associated with better customer retention, lower turnover, greater productivity and among publicly traded companies, even higher stock price. Employees might give lip service to the mission or participate in “fun” events without energy. 2 Compensation.

Employee engagement 77

Employee engagement Contact Center Call Center Morale 77

bold360 Blog

OCTOBER 2, 2020

Pre-set routing rules determine how incoming communications are directed to specific areas, agents, or departments. If the customer’s issue can’t be resolved by the first available agent, the service team transfers the customer around like a hot potato until the “right” agent can be found to mercifully resolve the issue.

Chatbots 98

Chatbots Average Handle Time Abandon Call CRM 98

USAN

MAY 10, 2022

They’ve started offering a more robust omnichannel experience, allowing customers to engage with them in myriad ways and enabling agents to provide proactive service efficiently and effectively. One thing still hasn’t been enough of a focus, though: agent engagement. Why Boosting Agent Engagement Matters. Shift Bidding.

Gamification 52

Gamification Contact Center contact center workforce Employee engagement 52