Fonolo

MARCH 17, 2022

At first glance, a call center manager job may seem easy compared to the agents they oversee. After all, they are not the ones who have to navigate call center software, ensure customer satisfaction, and take all the phone calls. Industry Report: State of the Contact Center 2022. Clear communication.

Call Center 91

Call Center Management call center software Average Handle Time 91

Fonolo

MAY 16, 2023

One of the most basic, and critical, types of call center analytics is call volume. According to Statista, there were over 175 billion customer service calls in the US in 2020. Managers take note: this means that the phone channel remains an essential part of offering great customer service!

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

Callminer

JANUARY 18, 2021

To learn how CallMiner is helping African Bank better extract and operationalise insights from voice-based customer interactions in its call centres, watch to our Tech Central podcast, How CallMiner is Helping African Bank Retain and Grow its Client Base. . Agent Management Tips for International Call Centres.

Best practices 226

Best practices Call Center Contact Center Scripts 226

JustCall

MARCH 9, 2023

They should also be able to seamlessly hold the call, add more people to the call, and route the call to other agents using the software. Reinforce the need to mute/unmute while talking to customers, particularly if the agent is asking their manager or another teammate for help.

Call Center 52

Call Center call center software Construction Best practices 52

Fonolo

JUNE 30, 2020

Here are some challenges that may be impacting your call center’s ability to hire and retain the best agents: You don’t have a clear idea of what you’re hiring for. As the hiring manager, ask yourself this question: “What does the ideal call-center agent look like for my business?”.

Call Center 136

Call Center Contact Center Construction Scripts 136

Nicereply

JUNE 18, 2020

I recommend saving your top ideas to a Trello board or project management software so that you can track progress on them. If you let them go silently into the night, you’re missing out on a big opportunity for clear, unfiltered feedback. By keeping it open-ended they got specific, actionable feedback that they didn’t expect.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

When listening to the voice of the customer, remember to include and share the positive feedback. Acting on negative feedback will strengthen customer engagement and sharing and acting on positive feedback will strengthen employee engagement. Share responsibility and construct a common goal.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56