JustCall

MARCH 9, 2023

Given the fact that contact centers are where most of the customer activity happens, this department needs robust tools and solutions to handle the load. To help businesses manage call volumes in addition to keeping their efforts goal-aligned, they can choose from various types of contact center solutions.

Contact Center 52

Contact Center Multichannel Interactive Voice Response outsourcing 52

aircall

NOVEMBER 24, 2021

By investing in mobile-first technology, sales reps are able to support business needs at any time, while also maximizing efficiency and productivity. As a result, sales team leaders need to invest in a mobile-first call solution to see clear results. . Call Solution Features for a Mobile-First Strategy . Call Recording.

Sales 62

Sales SaaS Analytics Coaching 62

aircall

MAY 7, 2018

But all of your innate gifts could go to waste if your technology doesn’t help you showcase these talents. To take advantage of call whispering , two agents must be on the call, but only one agent’s line will be audible to the lead. During onboarding, new hires can approach phone calls confidently.

Sales 90

Sales CRM Morale Analytics 90

aircall

APRIL 27, 2018

According to one study , 90% of customers who call a company want to speak with a representative. Press one for billing inquiries, press two for shipping information, to speak with a representative, say “representative”… Your IVR is an automated system that lets users interact with a call-routing system. Real Person.

Interactive Voice Response 102

Interactive Voice Response Call Center Surveys Personalization 102

AWS Machine Learning

DECEMBER 23, 2022

In this blog post, we will review a solution to automatically redact PII data from a customer service conversation transcript. Let’s take an example conversation between a customer and a call center agent. Agent: Hi, thank you for calling us today. Choose Next and add any tags that you want for your stack (optional).

APIs 80

APIs Engineering Analytics Call Center 80

Interactions

MAY 6, 2021

When technology alone fails… But even the combination of humans and AI can fail. Traditional automation systems, like IVRs, often open calls for brands before passing off to a human agent. While this does reduce the initial wait time, the technology is not sophisticated enough to add value to the interaction.

Self service 62

Self service Interactive Voice Response Contact Center Wait times 62

aircall

MARCH 16, 2022

Put simply, putting customer satisfaction at the center of your sales processes is a powerful business asset. . But some of the magic also stems from how you work and the technology you use. Live note-taking is also possible, with those agent comments instantly linked to the call.

Customer centricity 71

Customer centricity Finance Interactive Voice Response Coaching 71

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

aircall

MAY 7, 2018

But all of your innate gifts could go to waste if your technology doesn’t help you showcase these talents. To take advantage of call whispering , two agents must be on the call, but only one agent’s line will be audible to the lead. During onboarding, new hires can approach phone calls confidently.

Sales 89

Sales CRM Morale Analytics 89

Call Experts

FEBRUARY 25, 2021

Missed calls are complicated for everybody involved. Contact center services ensure that you never miss out on opportunities to acquire brand-new clients while providing fantastic customer service. With the right contact center partner, you and your company offer the same outstanding experience every day, 24-7-365.

Contact Center 52

Contact Center Answering services Advertising Scripts 52

Inova Solutions

NOVEMBER 19, 2019

In this blog, we cover some general challenges the insurance sector faces and talk specifically about how Customer Experience Management (CEM) strategies and associated technology can help insurers to remain competitive. But with a growing industry comes fierce competition and an increasing number of pressures. Add new comment.

Customer Experience 40

Customer Experience Management CRM Call Center 40

ViiBE Blog

MAY 13, 2021

Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. There are different types of call centers.

Call Center 52

Call Center Technology virtual call center Interactive Voice Response 52

aircall

JANUARY 27, 2021

With so many people needing to work remotely, you may be wondering how to start a virtual call center , and if so, how to do it right. Many companies are following the trend by switching their on-site call center to a totally virtual call center. So, what does it really take to set up a digital call center?

virtual call center 62

virtual call center Call Center call center software voip 62

aircall

JUNE 11, 2021

Environment — surroundings, technology, and other outside influences. Voice communication has evolved from telegraph technology to cloud technology with a lot of experiments, patents, and mergers along the way. 1877 — Telephone exchanges using analog and PBX technology were invented, enabling long-distance calling capabilities.

voip 62

voip APIs Call Center Telecommunications 62

ViiBE Blog

FEBRUARY 9, 2021

Empowered users are less likely to contact help centers for small fixes, allowing agents to spend time resolving complicated issues. This can vary depending on business function, for example, a consumer technology company that targets younger demographics may look for younger employees with ties to the target demographic.

Management 52

Management Construction Best practices Call Center 52

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. In addition, as your business grows, your customer service needs to evolve alongside adopting new technologies. Personalize call center scripts according to the customers’ needs.

Interactive Voice Response 93

Interactive Voice Response Wait times outsourcing Call Center 93

aircall

MARCH 12, 2021

Call centers can enhance the customer experience— if your teams are performing well. It’s essential to track call center performance to gain insight into how your customers perceive your sales and support services, so you can improve and adapt to their needs. The key ingredients to improving call center performance?

Call Center 62

Call Center Metrics First call resolution call center software 62

aircall

JANUARY 7, 2022

Choosing the best dialer software for your business’ call center can seem overwhelming. At Aircall, we’ve optimized cloud-based call center software with our power dialer solution. Read on to learn how call center dialers work, key features, how to increase your business’ productivity, and more. .

Call Center 62

Call Center Interactive Voice Response call center software virtual call center 62

Lumoa

DECEMBER 15, 2022

Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences. It’s a strategy that many companies have used for years to understand and prioritize customer needs.

Analytics 94

Analytics Feedback Banking Surveys 94

JustCall

MARCH 9, 2023

Contact centers are the conversation hubs of a business that faces an immense flurry of activity every single day. Every call representative has their own challenges and wins. So how can your business, in such a situation, ensure that your contact center is functioning optimally? Some days are good, others not so much.

Contact Center 40

Contact Center Interactive Voice Response Scripts Self service 40

Monet Software

MAY 15, 2018

There are many different call recording software solutions available. While their essential purpose remains the same, there are variations in functionality, implementation and cost that should be reviewed by contact center management so that an informed purchasing decision can be made. This blog explains how

Contact Center 48

Contact Center Call Center Management Technology 48

ViiBE Blog

JUNE 3, 2021

Remote maintenance and Remote Virtual Inspection are just two applications of this technology. Whether you’re sending people into the field or running a call center, ViiBE ’s video call software is an excellent option for maximum connectivity. WebRTC technology ensures a secure download-free connection.

CRM 52

CRM First call resolution Call Center Metrics 52

ViiBE Blog

MARCH 18, 2021

Call centers face a unique dilemma created by conflicting priorities. On the one hand, customer satisfaction is a crucial goal that must be achieved by the end of a call to keep the caller’s business. On the other, each call must be handled as promptly as possible to ensure that the next caller has a short wait time.

Average Handle Time 52

Average Handle Time call center software Call Center Metrics 52

aircall

JANUARY 19, 2021

A business phone system is a core component of your communications process, and cloud-based technology has elevated communication capabilities even more. Holding conference calls. Calling for help in an emergency. Allows you to handle a larger call volume. Call logging. Call recording. Generating sales.

voip 62

voip Interactive Voice Response Sales Government 62

Customer Service Life

MAY 15, 2017

This article was originally published on the FCR blog on May 3, 2017. At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better.

Technology 74

Technology Customer Service Contact Center CRM 74

Eptica

OCTOBER 9, 2019

The right technology The past 15 years have seen telephone-based call centers grow and expand to become multichannel contact centres , handling a growing volume of interactions across a widening number of channels. In the United Kingdom, there are daily themes, each emphasizing different aspects of customer service.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

ViiBE Blog

APRIL 26, 2021

Customer satisfaction should be the number one goal of your contact center. ViiBE’s ticketing solution uses tags to organize different calls under one related issue. These days, customer support has moved beyond mere call centers to omnichannel contact centers. Invest in new technology.

virtual call center 52

virtual call center call center software Contact Center Call Center 52

OctopusTech

SEPTEMBER 12, 2018

Outsourcing, at first glance, seems like an appealing idea especially when you look at all the benefits that tag along, benefits such as saving you tons of money, resources and often times, a great deal of stress. Here’s a fact, if you are not up to date with the current technology, you won’t last long. What is Customer Support?

outsourcing 72

outsourcing Customer Support Call Center Best practices 72

aircall

JUNE 25, 2018

“When one of our guests has missed a flight or misplaced travel documents, the last thing we want them to worry about is what they might be charged to place an international call,” said Kelly. A good phone system transmits calls. The Aircall-HubSpot integration automatically pushes key customer data into view as calls come in.

Morale 59

Morale CRM Call Center Personalization 59

REVE Chat Blog

NOVEMBER 6, 2019

Contact center trends provide businesses a futuristic view of how digital transformation and the use of artificial intelligence (AI) would help their call centers to deliver an optimal customer service experience. Key challenges faced by the contact centers . The top contact center trends to watch out in 2020.

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

aircall

MAY 19, 2017

The rate of contact measures the ratio of generated opportunities to total outbound calls. If that’s the case, it’s time to examine emails and call recordings. Taking productivity shortcuts (click-to-dial, call logging, etc.). Instead, in a single click, users are able to: Call numbers directly from within their CRM/Helpdesk.

Sales 81

Sales Call Logging CRM Metrics 81

Zingtree

APRIL 14, 2015

We’re proud to announce that we’ve “officially” launched our Agent Scripting for call centers. Also, we’d love to get in touch if you write a blog or enjoy writing about customer service, call center technology, or awesome new companies in our industry. Press release time !

Scripts 48

Scripts Call Center APIs Analytics 48

Eptica

JANUARY 12, 2017

To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Find out what they are in this blog post. Click here to subscribe to have each blog post automatically emailed to you going forward.

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

JustCall

DECEMBER 24, 2022

As a result, response times are being shaved down to slivers with stringent benchmarks like 60 minutes for emails, 15-60 minutes for social media, 48 seconds on live chat, and just 20 seconds on call! And don’t just collect customer feedback and call it a day – act upon your findings. Establish Omnichannel Presence.

Best practices 52

Best practices Customer Service Customer centricity Self service 52

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. But how exactly will customer journey analytics work in a call center operation?

First call resolution 75

First call resolution Call Center Self service Analytics 75

JivoChat

MARCH 10, 2022

Nothing is really stagnant in the marketing world — be it technologies, trends, or even your consumers. Why are blogs on certain topics doing exceptionally well? Also, use data to personalize name tags and subject lines to connect with each individual on a personal level. It is always backed with data — concrete data. .

Marketing 75

Marketing Real estate Advertising Telemarketing 75

aircall

JULY 13, 2018

If a phone system is awkwardly tight around your calves, you can’t just return it with the tag still on. Prioritizing Call Quality in Your Service Level Agreement. Obviously, you’ll want every call to be clear and intelligible. Your phone system SLA may also include policies call quality troubleshooting.

Service level 90

Service level Technical Support Telecommunications voip 90