Global Response

MARCH 20, 2023

Are your call center interactions taking too long? In short, you are looking to understand the average amount of time each interaction takes to handle, including any hold times, talking time, and after-call work. Not even company factors after-call work (ACW) into their AHT calculation, but we do recommend it.

Average Handle Time 62

Average Handle Time Scripts Call Center Interactive Voice Response 62

OctopusTech

AUGUST 10, 2022

Call center technologies are developing rapidly in this ever-growing digital era. Various call center technology trends such as Artificial intelligence, virtual agents, and cloud communications are all part of the future of call centers. But which technology can enhance and support your call center?

Call Center 62

Call Center Technology Journey mapping Interactive Voice Response 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

Expivia

APRIL 8, 2021

There are a lot of benefits to virtual work at home call centers. And, it can also benefit your call center’s performance. But, you need to set it up right to truly make it successful. Use these tips and advice to create your own virtual call center right in your home. What Is a Virtual Call Center?

Call Center 98

Call Center virtual call center call center software Contact Center 98

ViiBE Blog

JULY 30, 2021

ViiBE Blog. What is a contact center? Call Center , Customer experience , Remote operations. Considered a relatively new solution, contact center is an omnichannel customer support platform. What is an inbound contact center? How to enhance the contact center experience. Natalia Barszcz.

Contact Center 52

Contact Center Automotive Transportation Analytics 52

Customer Service Life

JANUARY 28, 2019

This article originally appeared on the OpusResearch blog on November 16, 2018. Today’s contact centers are overflowing with insights about how to deliver a better customer experience. These are still largely untapped resources and within them are a treasure trove of information that can fuel business success. Voice Analytics.

Analytics 60

Analytics Coaching Engineering Contact Center 60

NICE inContact

SEPTEMBER 23, 2019

Call recording software is a foundational component of contact center operations but often under valued and taken for granted. Similarly, recording software powers other contact center activities but it’s not until the contact center experiences a failure that most really stop to think about its critical implications.

Contact Center 54

Contact Center Transportation Coaching Analytics 54

Hodusoft

DECEMBER 28, 2022

What is Call Center Management? Call center management backed by cutting-edge call center technologies helps managers oversee their teams and be on top of things. By implementing call center management, organizations can accurately measure, monitor, and optimize their performance.

Best practices 52

Best practices Call Center Metrics call center software 52

Nicereply

APRIL 5, 2023

Apple : Apple’s AI-powered Siri helps customers with an array of tasks that include information searches, setting reminders, and making phone calls. Artificial intelligence is transforming the way businesses approach customer engagement and experience. Apple leverages AI tech in its Genius Bar appointment system.

Customer Experience 59

Customer Experience Interactive Voice Response Chatbots Real estate 59

Liveops

DECEMBER 27, 2018

When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Which is why we know you’ll appreciate a round-up of highlights around call center news and information. Infographic] Meet your new call center talent.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Expivia

APRIL 29, 2021

The success of your call center depends on the list of key performance indicators (KPIs) you follow. Without call center KPI tracking, you’ll never know if you’re running your call center effectively. Make sure you track and optimize them to ensure you run your call center successfully.

Call Center 98

Call Center Metrics Average Handle Time Interactive Voice Response 98

JustCall

APRIL 12, 2023

If you’ve been using Gong and are looking for a Gong alternative, this blog is for you. Look for a tool that provides the necessary features for your sales process, such as call recording, analytics, and integrations with other tools. However, post-pandemic many Gong competitors have come to the fore.

Sales 52

Sales Coaching CRM Analytics 52

Netomi

SEPTEMBER 20, 2021

AI powered chatbots are also capable of automating various tasks, including sales and marketing, customer service, and administrative and operational tasks. However, not all AI chatbots are the same. To help companies of all sizes find the best of the best, we’ve rounded up the best 13 AI chatbots for specific business use cases. Key features.

Chatbots 126

Chatbots APIs Surveys Analytics 126

OctopusTech

SEPTEMBER 9, 2023

This is where call center outsourcing plays a major role. Do you know that call center outsourcing services are one of the top choices of developing countries like Europe and America? The dedicated call centers handle day-to-day customer queries such as solving credit card issues, checkout process problems, and many more.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

JustCall

MARCH 23, 2023

Long hold time and numerous call transfers frustrate customers. So, when a customer calls your support team, you need a defined system wherein the response time is faster, the average resolution time is shorter, and the backlog is minimum. Multi-level IVR is a virtual receptionist connecting incoming calls to different departments.

Interactive Voice Response 52

Interactive Voice Response Real estate Call flow Scripts 52

Expivia

APRIL 29, 2021

There are a lot of benefits to virtual work at home call centers. And, it can also benefit your call center’s performance. But, you need to set it up right to truly make it successful. Use these tips and advice to create your own virtual call center right in your home. What Is a Virtual Call Center?

Call Center 52

Call Center virtual call center call center software Contact Center 52

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. There are five such areas where I see significant gains for your contact center by upgrading in 2019 if you haven’t already. Slack has revolutionized contact center communication. Hint: Focus on Agent Performance. Wait, what?

Contact Center 67

Contact Center Chatbots Analytics CRM 67

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. Maksym Babych. maksymbabych. Maksym Babych is the CEO at SpdLoad. Michael Mancinone. peoplogica.

Management 207

Management Customer Service Consulting Consulting 207

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. Maksym Babych. maksymbabych. Maksym Babych is the CEO at SpdLoad. Michael Mancinone. peoplogica.

Management 182

Management Customer Service Consulting Consulting 182

Liveops

DECEMBER 27, 2018

When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Which is why we know you’ll appreciate a round-up of highlights around call center news and information. Infographic] Meet your new call center talent.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. The detailed steps provided in this post will help achieve all these goals.

First call resolution 75

First call resolution Call Center Self service Analytics 75

Pointillist

MARCH 20, 2019

In this post, I’ll walk through a detailed example to illustrate the steps needed to calculate your customer experience returns, costs and ROI, and how to use this ROI to build a successful CX program. In order to put CX initiatives on a level-footing with other business programs, it isn’t enough to simply provide the soft benefits.

Customer Experience 59

Customer Experience Banking Metrics Analytics 59

aircall

SEPTEMBER 6, 2021

How many calls does your customer service team receive in a day? With a high number of calls coming in, it’s natural to feel a bit overwhelmed. A thousand? Offering customer service via your voice communication strategy can already eat up a lot of your team’s time. Preferred Communication Methods.

Interactive Voice Response 93

Interactive Voice Response Wait times outsourcing Call Center 93

JustCall

DECEMBER 23, 2022

Want complete control over calling speed? Don’t want agents to waste time between calls to collect customer data? In this blog, we will detail everything you need to know about the power dialer software. According to research , salespeople routinely find themselves struggling with sales call anxiety (SCA).

CRM 52

CRM Sales Coaching Personalization 52

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Improved agent efficiency and productivity turn call centers from a cost into a profit. While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center. Leading Technologies for Workforce Management in Call Centers.

call center workforce 54

call center workforce Call Center Technology Management 54

Etech GS

MARCH 1, 2019

Quality assurance is defined as the maintenance of a desired quality of service especially by means of attention to every detail of the process of delivery. In the call center field, there are quality assurance processes in place to ensure that during a customer interaction a consistent standard of service is maintained.

Call Center 40

Call Center Sales Analytics Contact Center 40

NobelBiz

OCTOBER 26, 2020

This is why, if you ever wondered how to get better at sales calls, you should look both ways. Regardless if you are a beginner or you just want to improve the overall performance of your sales calls, this article should make your life a little bit easier. At that point, probably a Text to Speech robocall would have performed better.

Sales 52

Sales CRM Contact Center Personalization 52

CallSource Insights

JUNE 7, 2019

Digital attribution is a built-in part of online marketing, but offline attribution must come into play as well for a holistic view of your marketing analytics. Appointment-based companies need to track incoming phone calls to determine what channels drive customers to call, and which ads generate qualified leads. Introduction.

Management 40

Management Advertising Analytics Marketing 40

Pointillist

OCTOBER 22, 2018

In this blog post, I detail nine uses of artificial intelligence to boost your customer experience measurement program by improving your understanding of the rich customer experience data you’re already collecting and making that data actionable. Use AI-based Text Analytics to Analyze Customer Feedback. By Swati Sahai.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. The detailed steps provided in this post will help achieve all these goals.

First call resolution 40

First call resolution Call Center Self service Analytics 40

VHT

MARCH 21, 2019

With a good understanding of customer feedback and your current CX, develop a detailed improvement plan to ensure all efforts are pulling in the same direction. And it should identify how you’ll measure success for each objective. And it should identify how you’ll measure success for each objective. Build the Foundation.

Technology 48

Technology Best practices Interactive Voice Response Feedback 48

GetFeedback

JANUARY 6, 2020

I’ll discuss personas in more detail below. But simply creating a map was not found to be a success driver. After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . The biggest differences are found in pre-purchase stages as you can see here.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

JustCall

APRIL 5, 2022

While customers didn’t already like waiting on support calls and expected an excellent experience when interacting with brands, this has only become more substantial now. And that’s what we’ll discuss in this blog post: VoIP software and VoIP benefits. The salespersons used them to make client calls and close deals.

voip 40

voip Interactive Voice Response Analytics Sales 40

aircall

OCTOBER 18, 2016

Call center quality assurance is a process which ensures that your results in terms of customer service match your desired outcome. Any call center aspiring to provide exemplary customer service must closely monitor performance to gain meaningful insights. Setting clear goals for call center quality assurance.

Best practices 48

Best practices Call Center Customer Service Scripts 48