Spearline

JANUARY 20, 2022

Businesses demonstrate their strengths and weaknesses through the use of customer effort scores on their website, for potential customers and competitors to see. How easy is it for a customer to connect to a support agent and resolve a problem? How easily can my issues be handled? About 99.9% How easy is it to answer a question?

Customer effort 97

Customer effort Surveys Contact Center Metrics 97

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Contact Center 98

Contact Center Self service Call Center Analytics 98

Spearline

JUNE 2, 2022

It’s been widely noted that the last two years of pandemic have forced an acceleration of the digital transformation of many companies, not least those operating contact centers. So what are the contact center trends for 2022? So what are the contact center trends for 2022? reduction in spending.

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

Spearline

NOVEMBER 24, 2021

How to reduce latency and improve VoIP calls. Latency is a well-known contributor of poor quality VoIP calls. As VoIP calls are real-time, even the slightest delay is noticeable. The situation is especially challenging if one, or both, of the callers have pronounced accents, which often happens on international calls.

voip 98

voip Telecommunications Transportation Call flow 98

Spearline

FEBRUARY 24, 2022

In addition to the traditional voice call, customers now have a range of ways to engage with contact centers. Surveys consistently find that customers are content to use automated systems or chat for simple interactions. So when time is short, it makes more sense to talk on a voice call than to type.

Interactive Voice Response 98

Interactive Voice Response industry standards Contact Center Chatbots 98

Fonolo

OCTOBER 18, 2017

Last month we shared 4 Call Center Reports Worth Your Time. A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. Executive Report on Performance & Agents. Who wrote it: Call Center Week. Where to get it: [link].

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . Meet Our Panel of Contact Center Experts: . Tyler Riddell. Alex Tebbs.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Global Response

AUGUST 7, 2023

There’s a lot of discussion about employee empowerment today, but call center agents are a unique type of employee with unique roles and needs. Agent empowerment is key for increasing retention and job satisfaction, but it also plays a large role in effective customer service and customer satisfaction.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

Spearline

OCTOBER 20, 2021

With all the hype about omnichannel, the phone call still rules Summarised on Customer Contact Central, an interesting survey looked at channel preferences. Customers with problems want to speak to an agent Contacting an agent was the preference when customers had a problem to solve.

Self service 52

Self service Surveys Contact Center Personalization 52

Global Response

JULY 30, 2023

Are chatbots actually beneficial for call centers, or are they really just a new fad? At some point, call centers will need to take chatbots seriously, considering: Can chatbots speed up our workflows and operational efficiency? Are there any ways a chatbot could automate or eliminate manual work from our agents?

Chatbots 62

Chatbots Call Center Self service Personalization 62

Cisco - Contact Center

JANUARY 27, 2020

Their survey of 362 firms found that although 80% of the firms believed that they delivered a “superior service” only 8% of the firm’s customers believed that. In our own Cisco survey of 700 contact center executives across 7 countries, 79% agreed that customer experience has a significant impact on business results.

Contact Center 97

Contact Center contact center solutions Enterprise Cloud contact 97

Uniphore

JUNE 22, 2021

No need to dig through thousands of threads across Quora, Reddit, Facebook, and Twitter to hear what your call center agents are REALLY saying about their jobs… We took care of that for you. Nobody was listening when these call center agents were ranting about their everyday challenges. Check it out!

Call Center 87

Call Center Entertainment Contact Center Benchmark 87

Spearline

AUGUST 26, 2021

Your agents are your first point of contact for your customers, so first impressions must always be to the best standard. Recently Spearline CTO Matt Lawlor took part in a survey for Call Center Helper. Jay Gupta at Talkdesk believes that businesses’ should connect voice with other channels.

Customer Service 98

Customer Service Multichannel Telecommunications Call Center 98

Spearline

FEBRUARY 17, 2022

The importance of measuring latency Does your organization know how to measure latency on a call? The same article also referenced a survey from January 2021 by IDC. This survey stated that, “global business leaders rate latency a higher priority than speed.” Phone calls are usually made between two remote locations.

Telecommunications 52

Telecommunications Call flow voip Surveys 52

Hodusoft

JUNE 21, 2023

A Complete Guide to Setting Up a Call Center Are you planning to set up a call center? If yes, then you must know everything about call centers starting from all call center systems to how to select the best call center software and customer service agents.

Call Center 52

Call Center call center software Interactive Voice Response Multichannel 52

Global Response

JULY 28, 2023

Many companies focus primarily on customer acquisition, sometimes at the cost of customer retention. After all, the more customers, the better, right? For example, recent data shows that 92% of customers will switch companies after just three—or fewer—bad experiences. So how do you improve your customer retention rate?

Customer retention 62

Customer retention Contact Center outsourcing Feedback 62

Etech GS

MARCH 6, 2019

Incorporating artificial intelligence (AI) into your call center quality monitoring can feel like an uncertain prospect. The truth is that AI, when properly integrated with human intelligence, can vastly improve the effectiveness of your call center quality monitoring. Harness AI To Improve Overall Efficiency.

Interactive Voice Response 66

Interactive Voice Response Call Center Chatbots Analytics 66

Balto

AUGUST 3, 2022

As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole. Is the contact center a drain on resources, a necessary expense to manage customer needs?

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

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? Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition. What is hyper efficiency in a contact center?

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Engineering Education Banking 52

aircall

APRIL 2, 2021

A virtual phone system is powered by a voice over internet protocol service, commonly known as VoIP. Essentially, a VoIP phone service is a cloud phone system where your team members can make outbound calls and receive inbound calls from any location using a desktop app, laptop, or smartphone running Android or iOS.

voip 62

voip Interactive Voice Response virtual call center CRM 62

VocalCom

APRIL 1, 2019

Whether customers want to look up information on their own or connect with an agent, such a system can save them time by ensuring that they are routed to the right place or person every time. Here are five ways IVR can power great customer service in your contact center. Efficient call routing. Faster service with visual IVR.

Interactive Voice Response 48

Interactive Voice Response Customer Service Contact center software Self service 48

VocalCom

MARCH 11, 2019

Customer sales data and contact center KPIs such as the Net Promoter Score may provide valuable information, but such numbers reveal little about your customers’ feelings and expectations. Call transcripts. Hopefully, your company already reviews call transcripts during training sessions with contact center agents.

Contact center software 48

Contact center software Big data Contact Center Customer centricity 48

NICE inContact

AUGUST 21, 2019

In its second annual global research study of businesses , NICE inContact set out to compare perceptions of business contact center leaders and consumers in key areas of customer experience. What is surprising is the number of companies that I work with that are only routing voice interactions via their contact center solution.

contact center solutions 54

contact center solutions Contact Center Morale Benchmark 54

Etech GS

APRIL 30, 2019

It should come as no surprise that negative customer experience with a company’s contact center poses a huge threat to the consumer’s loyalty to that product or brand. They’ve eschewed the typical game plan of emphasizing the importance of low call times by instead focusing on the opposite: high call times.

Contact Center 71

Contact Center Coaching Healthcare Feedback 71

VocalCom

FEBRUARY 12, 2018

A recent study by Conduent, which surveyed customers in the U.S. Optimizing your website for mobile devices, offering click-to-call buttons, and communicating on channels that customers already use socially (such as messaging apps and SMS) are all ways to deliver a great mobile experience. Give customers a seamless mobile experience.

Contact center software 86

Contact center software Self service Interactive Voice Response Contact Center 86

VocalCom

JULY 8, 2019

Post-contact surveys will reveal great insights into the customer service and sales processes. Consider sending periodic surveys on customers’ preferred channels, and do not hesitate to ask them specifically how your brand might make improvements. Customer service agents should address concerns right away.

Abandon rate 48

Abandon rate Contact center software Contact Center Surveys 48

Talkdesk

JANUARY 31, 2018

When Talkdesk puts together our long-term feature roadmap, we put a lot of thought into where contact center executives want to go in the future and build a product that will give them the tools they need to execute on their vision. From a high level, this is a goal we’ve always tried to achieve. No one wants to do that.

Contact Center 56

Contact Center Customer Experience Surveys Analytics 56

Transparent BPO

AUGUST 20, 2019

If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line. As such, they don’t emphasize technology upgrades or process improvements for in-house centers and, when outsourcing, settle for the least expensive options.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

VocalCom

APRIL 2, 2018

With all the discussion of messaging apps, chatbots, and live chat, your company may think that the voice channel is a thing of the past. In reality, while digital channels are used most prominently in today’s customer service, many people still call brands when they need assistance. Choose agents with strong interpersonal skills.

Interactive Voice Response 48

Interactive Voice Response Contact center software Average Handle Time Self service 48

Nicereply

NOVEMBER 23, 2023

So, how can we keep this critical aspect front and center? Feedback is Gold: In a survey by Microsoft, 52% of people around the globe believe that companies need to take action on feedback provided by their customers. It’s a clear indication that customers value their voice and want to be heard.

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

VocalCom

JUNE 24, 2019

Use technology to create perfect matches between customers and agents. If your customers are matched quickly with agents each time they call, well done! Similar data collected on agents’ personalities enables the prediction of an ideal match, leading to more natural conversations and greater customer satisfaction.

Customer Service 48

Customer Service Contact center software Contact Center Surveys 48

Freshcaller

JUNE 27, 2018

– The American Express Grow Global survey. And when a call center software like Grasshopper curbs this possibility, looking out for a Grasshopper phone alternative makes sense for a growing business. And, to top this, what if it lacks even the basic capabilities like call recording, monitoring, and routing.

Interactive Voice Response 75

Interactive Voice Response call center software call center solutions Call Center 75

Noble Systems

JULY 15, 2019

Businesses wait for a customer to call into the contact center. The agent asks a series of questions to gather information needed in order to answer the customer’s question or solve their problem. If the agent is unable to do so, they typically pass the customer on to another agent, which starts the whole process all over again.

Customer Care 70

Customer Care Self service Abandon rate Airlines 70

Talkdesk

JANUARY 24, 2018

To help understand the modern contact center industry as thoroughly as possible, the team at Talkdesk reviewed Deloitte’s 2017 Global Contact Center Survey. The predicted drop in voice activity still leaves voice as the unquestioned king of support channels.

Contact Center 46

Contact Center Surveys Chatbots Accountability 46

Global Response

MARCH 27, 2023

In fact, according to a recent survey by PwC, nearly 80% of American consumers cite these four elements as the most important ones for great customer service. These are speed , accessibility, connection (or friendly service), and helpfulness (or agent knowledge). How can brands deliver great service in today’s world?

Customer Service 62

Customer Service Chatbots Self service Personalization 62

VocalCom

FEBRUARY 25, 2019

When a customer contacts your company with a complaint, it’s absolutely essential that your agents be trained to handle the situation in a way that calms and satisfies the customer. This shows the customer respect and allows him to explain pertinent details that will help the agent find a resolution. Take responsibility for the issue.

Contact center software 48

Contact center software Customer emotions Contact Center Sales 48