Spearline

AUGUST 12, 2022

Over the last number of years DEI has been the feature of many blogs, articles and white papers. But how does this actually impact how we attract, hire and retain employees? In this blog I will set out to explain what this is and how it impacts our hiring here at Spearline. We are making great inroads to this goal.

Education 98

Education Contact Center Management 98

Lumoa

JANUARY 5, 2023

It’s crucial to understand what your customers are thinking, but it can often be difficult to pin down the specifics of their opinions and experiences with your business. So let’s get started and find out just what it takes to make sure your customers are as satisfied as possible! What Is Customer Satisfaction?

Feedback 83

Feedback Surveys Metrics Customer Experience 83

NobelBiz

MARCH 19, 2024

Table of Contents What is a Call Center Dashboard? Supervisors rely on these insights to optimize processes and drive performance improvements. Types of Call Center Dashboards So what types of call center dashboards are there? Call center dashboards play a vital role in contact centers.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Customer Service Life

SEPTEMBER 7, 2018

This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. It’s a great system, and from what I’ve seen, drives strong engagement on the team. This then led me to ask: Can and should customer feedback ever replace our own internal quality assurance efforts? Here’s why.

Quality calibration 97

Quality calibration Calibration Surveys Coaching 97

Fonolo

MAY 30, 2023

This blog will dive into best practices, discuss the features you should look for when sourcing tools, and help you discover the transformative power of innovative WFM software. Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? These resources include time, staff, technology, and processes.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Global Response

SEPTEMBER 11, 2023

But with so many factors to consider—and so many options available—how do you even begin to sort through what matters and what doesn’t? But with so many factors to consider—and so many options available—how do you even begin to sort through what matters and what doesn’t? Outbound call centers.

Call Center 62

Call Center outsourcing Telemarketing Bilingual agents 62

Global Response

JULY 10, 2023

When you think of your brand, what comes to mind? This includes more than just visual branding, although that’s what most companies begin with. To convey this sense of shared purpose and values to your customers, you have to know what your values actually are. What does your brand offer customers that other competitors don’t?

Call Center 62

Call Center Scripts Education Personalization 62

Global Response

MAY 15, 2023

What do call center quality and your car have in common? Call center quality is often handled similarly—pushed to the backburner until there’s a glaring issue or a flashing red light indicating a major problem. Worse, it can result in major problems that could have been avoided if quality had been a priority from the beginning.

Call Center 62

Call Center Scripts Coaching outsourcing 62

OctopusTech

SEPTEMBER 13, 2023

Today, companies are constantly searching for call center outsourcing providers to deliver consistently impeccable customer service and the one who fits in their budget. What are Outsource Call Center Services? Using call center outsourcing services is one of the major trends followed by both small and big organizations.

outsourcing 62

outsourcing Call Center Finance Contact Center 62

Callminer

APRIL 23, 2019

To ensure the quality of customer service. Manual Filtration: Manually filtering recordings and transcripts is a process that takes place after calls take place. PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS).

Best practices 159

Best practices Call Center Banking Contact Center 159

Global Response

NOVEMBER 21, 2023

Healthcare BPO providers deliver high-quality, high-touch customer service—and more—to support internal teams and improve empathy, accuracy, security and satisfaction of your call center, while providing necessary support to your internal teams. How exactly does BPO enhance your healthcare support?

Healthcare 62

Healthcare outsourcing Call Center Personalization 62

aircall

OCTOBER 15, 2021

Without them, teams would struggle to have the right tools, processes, and resources they need to carry out a project successfully. What Is an Operations Manager? The field of Operations Management covers many aspects of a business—from hiring and training employees to improving processes and overseeing quality assurance measures.

Management 62

Management Education call center software Accountability 62

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

Customer Service Life

JANUARY 15, 2019

This article was originally published on the FCR blog on December 10, 2018. Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles. Does extra credit belong on a quality form? What about auto fails and penalties?

Calibration 75

Calibration Quality calibration Coaching Contact Center 75

Lumoa

JANUARY 19, 2023

This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. What does the company want to achieve? Furthermore, customers remember their good and bad experiences with brands. In This Article: Preliminary Steps 1.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

ChurnZero

JULY 14, 2022

But what actually makes “good” data, and how does it contribute to Customer Success? In this interview, Lexi shares the characteristics of data quality, why you need to conduct data cleanup early and often in onboarding, and how to use ChurnZero as a tool for quality assurance.

Education 52

Education Accountability Benchmark Engineering 52

CrazyCall

APRIL 16, 2019

The solution is: Call Center Quality Assurance. What is that, right? Although it seems to be another boring term, call center quality assurance is a process that helps you keep customer satisfaction on-point through monitoring your agents’ work. What is Call Center Quality Assurance all about.

Best practices 70

Best practices Call Center Scripts Metrics 70

Hodusoft

APRIL 17, 2024

What is an Auto Attendant? Auto attendant, also known as Interactive Voice Responder (IVR) system is an advanced business phone system feature that automates and simplifies the incoming call process and routes the callers to the most appropriate agent or department. Read on to know more. billion in 2020 to USD 6.7

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. Find out how you can solve the most common QA challenges facing your call center by reading what our experts had to say below. Art Coombs. ArthurFCoombs. Lindsey Havens.

Call Center 140

Call Center call center software outsourcing Coaching 140

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Global Response

APRIL 27, 2023

Your call center needs are very seasonal, but you need to maintain quality even as you scale up and down throughout the year. This proficiency leads to higher quality communications, improved service levels and customer satisfaction, and a stronger connection between your brand and your customers. Proximity and Time Zone Compatibility.

outsourcing 62

outsourcing Service level Call Center Technical Support 62

OctopusTech

AUGUST 26, 2023

One thing for sure is that while selecting an outsourcing company, you have to be very cautious by following a screening process to choose the best web development company. What is Outsource Web Development? They should have proper knowledge and expertise in providing high-quality solutions.

outsourcing 62

outsourcing Marketing Technology Management 62

JustCall

FEBRUARY 3, 2021

In this blog, managers will learn how to turn their agents into seasoned experts at handling customers and prospects with call monitoring. It is a consistent and ongoing process. Call monitoring is the process of listening in on the calls between agents and prospects or customers. Agents' training is not a one-time task.

Analytics 98

Analytics Interactive Voice Response call center software Call Center 98

Customer Service Life

JANUARY 18, 2019

This article was originally published on the MaestroQA blog on December 2, 2018. Creating a quality form for your customer service team can be a scary task. What questions matter most? What type of scoring method should we use? What do you call your customers? Click here to read the original post. Questions abound.

Calibration 80

Calibration Customer Service Coaching Contact Center 80

Expivia

MAY 28, 2021

Just because you were a great football or basketball player does not guarantee you’d be a great coach. An ambitious and driven associate who expresses interest in a leadership position and does the work required to get there will be a great asset. It’s the only way to ensure the quality of management. They’re Made.

Call Center 98

Call Center Management Coaching Education 98

Global Response

MAY 15, 2023

If you’re considering outsourcing as a way to manage the US labor shortage, here’s what you need to know—and what to consider before choosing an outsourcing partner. Not only does this reduce employee satisfaction, further undermining retention efforts, but it also negatively impacts results.

outsourcing 62

outsourcing Call Center Management Service level 62

Blueship Call Center

MARCH 31, 2023

What Is Outsourcing of Contact Centers? Outsourcing a company’s call center is the ideal alternative if it has to increase the quality of its services or reduce its operating expenses. What Is the Process of Contact Center Outsourcing? A company’s success depends on its ability to satisfy its customers.

outsourcing 45

outsourcing Call Center Calibration Contact Center 45

aircall

AUGUST 18, 2021

Along with cloud calling software, you’ll be able to extract actionable steps for your customer support team to increase quality assurance, improve their performance, monitor compliance, resolve disputes, and elevate your customer experience. What Is Call Recording Software? Developing marketing campaigns.

Coaching 71

Coaching Government Abandon rate Call Center 71

Hodusoft

JULY 19, 2023

In this blog, we will explore everything related to inbound call center software. We are going the cover the following points- What is inbound call center software? Best practices for using inbound call center software Future of inbound call center software What is Inbound Call Center Software?

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Global Response

MAY 22, 2023

Who first comes to mind when you consider the most valuable voices in your business? But what about your customers? You may have a good idea of what your customers want and how they feel—but it’s infinitely more valuable to hear it directly from them. Perhaps you think of the CEO or COO, or other C-Suite leadership.

Feedback 62

Feedback outsourcing Customer centricity Surveys 62

JustCall

AUGUST 12, 2021

Hence, while onboarding someone for customer support, the hiring process needs to be much more intricate. Does the information exchanged overlap? Does the person seem like a go-getter? Will they they be okay with the customer service best practices you follow or stand apart and clog the process? Do they fit the role well?

Customer Service 52

Customer Service Personalization Customer Support Best practices 52

Nicereply

JUNE 2, 2022

It should also indicate how to process customer complaints on social media platforms. Before you invest some time and resources into a social customer service system , there are some key pieces of information you should know: What social media platforms (i.e., What is the nature of these queries? Run a social media audit.

Customer Service 97

Customer Service Chatbots Customer Support Accountability 97

Customer Service Life

JUNE 17, 2019

This article was originally published on the FCR blog on May 24, 2019. How are you currently tracking quality for your customer service team? I hope that’s a freeing thought for folks out there who might feel like they’re doing quality wrong in their contact center because they’ve not yet gone high tech.

Calibration 63

Calibration Quality calibration Contact Center Gamification 63

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. Read on to learn what our experts had to say about the most useful customer service interview questions for managers.

Management 207

Management Customer Service Consulting Consulting 207

Nicereply

DECEMBER 21, 2021

As soon as you implement these clever tips into your work process, you don’t have to be afraid you will miss something important – like an angry customer. And that’s exactly what you want to avoid, right? What are the pros of having daily routines at work? Daily best practices for Support Managers.

Best practices 98

Best practices Feedback Management Surveys 98

aircall

JUNE 14, 2021

How well your teams perform reflects the quality of leadership within your call center and the way your leaders measure team performance. For that to happen, leaders need to define what a top performer is and establish how they measure team performance. Effective call center leaders strive to make every team member a top performer.

Call Center 62

Call Center Metrics First call resolution Wait times 62

Blueship Call Center

JUNE 1, 2023

But what if you lack the personnel or resources necessary to tackle this on your own? Your firm may benefit greatly from outsourcing order taking process because it will free up your time to concentrate on other potential development areas. Customer experiences: What are they? Because without consumers, what is a business?

outsourcing 40

outsourcing Call Center Business Process Outsourcing Contact Center 40