COPC

JUNE 9, 2023

This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. Historically, the CX industry has focused on optimizing agent performance and support functions, leading to the integration of AI in these areas.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Inova Solutions

JANUARY 21, 2020

In an era of low unemployment, it's more important than ever to ensure you're taking steps to retain your best contact centre agents. This blog gives you four helpful tips to help you engage and delight your agents so they are less likely to look elsewhere. Add new comment.

Contact Center 52

Contact Center 52

Eptica

AUGUST 5, 2020

That’s why we have been running a three-part blog series to help brands optimise their customer service operations and be ready ahead of the busiest time of the year. Secondly, customers are likely to require additional reassurance , which means you need to have agents available to help, especially when it comes to more complex queries.

Customer Service 112

Customer Service Self service Best practices Consulting 112

AWS Machine Learning

OCTOBER 2, 2023

Solution overview In Part 1 of this series, we laid out an architecture for our end-to-end MLOps pipeline that automates the entire machine learning (ML) process, from data labeling to model training and deployment at the edge. In Part 2 , we showed how to automate the labeling and model training parts of the pipeline.

Engineering 88

Engineering APIs Management Enterprise 88

aircall

SEPTEMBER 7, 2022

Round-robin routing: Distributes calls equally among agents so there’s an equal opportunity to get leads. After the data has been compiled, it can be reviewed to gain a better understanding of the effectiveness of your marketing channels, which agents convert more leads, and areas where interested customers live.

Interactive Voice Response 62

Interactive Voice Response Management Call Center CRM 62

aircall

NOVEMBER 24, 2021

This allows information to be streamlined to one location and makes it readily accessible to agents. . Recorded conversations can help you gather data for sales training and identify areas of improvement for customer care. Notes and Call Tagging. From time to time, sales reps may need to tag-team a call. Call Recording.

Sales 62

Sales SaaS Analytics Coaching 62

JustCall

DECEMBER 23, 2022

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. Personalized calls : Power dialer is also useful in providing context to the agent about the prospect. Want complete control over calling speed?

CRM 52

CRM Sales Coaching Personalization 52

aircall

FEBRUARY 7, 2022

Distributes calls equally among agents so there’s an equal opportunity to get leads. After the data has been compiled, it can be reviewed to gain a better understanding of the effectiveness of your marketing channels, which agents convert more leads, and areas where interested customers live. Call tags & disposition codes.

Interactive Voice Response 62

Interactive Voice Response Management CRM Abandon Call 62

Interactions

MAY 6, 2021

Traditional automation systems, like IVRs, often open calls for brands before passing off to a human agent. Technology can be used to deliver self-service, support the agent, or create a seamless interaction between the two. There are two ways that humans train and tune models: in real-time and after the fact. .

Self service 62

Self service Interactive Voice Response Contact Center Wait times 62

ProProfs Blog

DECEMBER 12, 2019

Train Your Help Desk Employees. Train Your Help Desk Employees. It is essential to provide adequate training to your help desk employees since trained professionals can solve more issues competently and in much lesser time. All these parameters gives the company an insight into agents’ performance.

Wait times 143

Wait times Metrics Self service Feedback 143

Nicereply

SEPTEMBER 14, 2021

If left unchecked, cherry picking can lead to poorly trained agents, frustrated customers, and burnt out senior team members. Maybe this is why some customer support agents are so good at avoiding terrible tickets. Cherry picking agents look for the simplest ticket with the least amount of effort. Much better.

Metrics 98

Metrics Customer Support Accountability Management 98

USAN

JUNE 14, 2022

What is causing the increasing agent churn? These factors create more opportunities for agents looking to leave the contact center industry. This negativity and toxicity have prompted many agents to seek employment in more positive, supportive environments. As a result, agents feel more valued and, as a result, engaged.

Contact Center 52

Contact Center Gamification Construction Technology 52

aircall

JANUARY 24, 2022

It is essential to training your call center agents in the area of customer relationships and customer experience. Insights provide the details to help scale the right number of call agents. . Productivity – Get desktop notifications, tag calls, and use click-to-dial to address calls quickly and personally. .

Call Center 126

Call Center Best practices call center software CRM 126

aircall

JANUARY 3, 2018

Have calls-per-agent decreased since the latest UI update? If your team utilizes call tags, you’ll be able to easily see what types of inquiries give your team the most trouble. Scheduling periodic training sessions around these subject areas will pay off in terms of call duration, calls per agent, and customer wait times.

Coaching 86

Coaching Morale Analytics Benchmark 86

aircall

JANUARY 29, 2021

Most people tend to think of training as a “one-and-done” experience. For support agent training, that’s simply not enough training to really become experts in their field. Call center training encompasses many different areas. Call Center Training For Your Support Agents. Product knowledge.

Best practices 62

Best practices Call Center call center software Morale 62

Nicereply

MAY 28, 2020

Same as with human agents, the first part and the most important is understanding the customer query. In machine learning jargon the list of examples is called training data and the process of learning (or tuning the function) is called training a machine learning model. Building your training data for AI.

Customer Support 92

Customer Support APIs Big data Personalization 92

aircall

JANUARY 3, 2018

Have calls-per-agent decreased since the latest UI update? If your team utilizes call tags, you’ll be able to easily see what types of inquiries give your team the most trouble. Scheduling periodic training sessions around these subject areas will pay off in terms of call duration, calls per agent, and customer wait times.

Coaching 81

Coaching Morale Analytics Benchmark 81

Customer Service Life

NOVEMBER 5, 2018

This article was originally published on the FCR blog on October 8, 2018. When you picture customer service training, what key elements come to mind? Now consider training for a team that’s distributed over multiple locations or a team of tenured agents needing ongoing training to keep skills and knowledge up to date.

Contact Center 79

Contact Center Education Government Healthcare 79

TeleDirect

MARCH 9, 2023

This means that all of their agents are U.S.-based, Not only will agents be able to escalate calls to local services if necessary, they can also use contextual, geographical knowledge to solve issues quicker. Call Centers Cost American call center companies are some of the finest in the world, but quality comes with a price tag.

Call Center 62

Call Center Telemarketing outsourcing Customer Service 62

NICE inContact

SEPTEMBER 13, 2019

They might catch a few calls a day where the agent forgot to give a Mini Miranda, did not verify they were speaking to the right party, or forgot to inform the customer they were being recorded – but the nature of sampling means they are going to miss reviewing most interactions. With contact center analytics , help is on the way.

Contact Center 54

Contact Center Coaching Analytics Call Center 54

aircall

DECEMBER 15, 2017

You may even want to consider this information when scheduling team trainings or weekly meetings. Let the data show you when your agents can most easily attend a half-hour meeting. Many reporting tools allow you to view performance holistically, from a team level, as well as identifying individual agent metrics.

Analytics 90

Analytics Morale Metrics Call Center 90

aircall

MARCH 16, 2022

Even simple admin tasks quickly add up to hours lost each week, and with today’s technology, there’s no need for agents to lose this valuable time. Pop-ups provide critical info on the customer journey before agents are connected, so teams are set up to help. Delighting Customers. Facilitating Remote Environments .

Customer centricity 71

Customer centricity Finance Interactive Voice Response Coaching 71

ViiBE Blog

FEBRUARY 9, 2021

Knowledge management also has important implications for employee training. For example, by watching videos recorded on the job, a technician in training can learn best practices directly from experts and also see how employees make errors which leads to learning opportunities. What are the four components of knowledge management?

Management 52

Management Construction Best practices Call Center 52

Nicereply

JULY 7, 2020

It allows you to keep a finger at the pulse of your customer interactions, shows you areas of improvement, and gives your entire team as well as every individual agent something to strive forward. If you’re not sure why we’re so enthusiastic about this technology, read our blog about in-signature vs. after resolution surveys.

Surveys 98

Surveys Feedback Metrics APIs 98

JustCall

APRIL 13, 2020

And summed up all the best performing hacks in this blog post they are using to achieve team success. Automatic routing of the call to available agents, when a customer calls, is one amongst the many useful features discussed below. Your agents are not going to receive calls outside their office hours.

Customer Service 98

Customer Service Interactive Voice Response Analytics First call resolution 98

Nicereply

MAY 22, 2023

A useful strategy is to empower customer agents to take ownership of customer issues and follow through until resolution. This can prevent situations where a client seeks assistance through messaging, only to be redirected to a hotline by the agent. Train your support team on handling sensitive data securely and responsibly.

Complaint resolution 52

Complaint resolution Customer Support Feedback Surveys 52

Eptica

AUGUST 1, 2018

Date: Wednesday, August 1, 2018 Author: Joanna Allouche - Consultant Making it easier for your agents to deliver superior CX. Author: Joanna Allouche - Consultant Optimizing CX with Eptica When it comes to the contact center, there is a clear link between happy agents and overall performance. Published on: August 01, 2018.

Average Handle Time 70

Average Handle Time Best practices APIs Consulting 70

Call Experts

DECEMBER 18, 2019

Don’t forget; live human agents are sometimes necessary. In such a scenario, if a human agent is available, we hand over the call to one of our trained Experts to deal with your customer’s grievances. . Engagements must be tagged to understand how to optimize routing and save customers' time. More Blogs Menu.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

Nicereply

JUNE 5, 2023

CSAT + Speed metrics Speed is Important CSAT + NPS CSAT + FCR Low FCR High FCR CSAT + Agent Metrics Drivers of Dissatisfaction (DSAT) Level Up Start your day with great quality content Stay updated with our newsletter Subscribe Subscribe But, it can be lonely at the top. It’s no wonder that it’s arguably the #1 support metric.

Metrics 98

Metrics Calibration Education Customer Support 98

aircall

JANUARY 26, 2018

Furthermore, the time spent digging through dozens of tabs for a specific piece of information is a waste of time for both your agent and the (increasingly impatient) customer. However, your agents are humans, with imperfect human memories. A strong CRM phone integration also grants agents the ability to predict the future.

CRM 91

CRM Multichannel Sales Call Center 91

aircall

JANUARY 26, 2018

Furthermore, the time spent digging through dozens of tabs for a specific piece of information is a waste of time for both your agent and the (increasingly impatient) customer. However, your agents are humans, with imperfect human memories. A strong CRM phone integration also grants agents the ability to predict the future.

CRM 90

CRM Multichannel Sales Analytics 90

aircall

MARCH 16, 2018

Do you employ remote agents? Hiring/Training Advancements. Hiring and Training: Better Screening, Continuous Onboarding. Thoughtful training leads to well-informed and productive customer support agents, but no amount of coaching can make up for understaffing or a possibly incorrect hire. Improved Communication.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

JustCall

APRIL 12, 2023

When browsing for an efficient tool, people look for key parameters such as ease of use, time-saving ability, lead qualification features, training and meetings, and so on. If you’ve been using Gong and are looking for a Gong alternative, this blog is for you. Also, remember to factor in any extra costs like training or support.

Sales 52

Sales Coaching CRM Analytics 52

JustCall

JUNE 26, 2023

Real estate agents require efficient communication methods to keep in touch with leads, manage appointments and stay up-to-date with clients. For real estate agents, SMS offers a perfect opportunity to keep in touch with leads, disseminate timely information, and build long-lasting relationships with clients.

Real estate 52

Real estate Scripts Marketing Best practices 52

Comm100

JANUARY 21, 2021

From here, they connect with an agent and exchange typed messages (and even talk over audio and video chat, but we’ll get on to this later on). While an agent on the phone can only handle one customer query at a time, a live chat agent can handle two or three conversations simultaneously (while still providing attentive support).

Surveys 98

Surveys Marketing Customer Support Sales 98

Mindtouch

JANUARY 31, 2018

But it also improves the ability of novice agents to deliver a better customer service experience. Effective support content can: Speed up agent ramping time – New agents need quick access to user guides, knowledge base articles, and training materials. It might mean one less inbound support call. And guess what?

Abandon Call 63

Abandon Call Chatbots Self service CRM 63

aircall

MARCH 23, 2018

If your platform of choice instantly pulls essential data from all conversations, your agents don’t need to worry about compiling it themselves. The next agent to communicate with a repeat customer will already have all vital information and be ready to assist. Amazing support agents will compensate for a terrible product.”-

Surveys 86

Surveys CRM Education Metrics 86