TeleDirect

MARCH 4, 2023

How you and your team communicate with your clients and leads will determine your entire bottom line—after all, there’s no quicker way to lose customers and ruin your reputation than by providing poor customer service. It can be, but you have nothing to worry about if you have an excellent customer service strategy.

Customer Service 62

Customer Service Call Center Scripts Call center experience 62

Fonolo

DECEMBER 5, 2017

Last week, Fonolo hosted an insightful live discussion on how to handle customer service in a crisis. This expert panel discussed what brands can do to ensure that customer service is not compromised during times of stress in the contact center. This shows just how valuable timely responses are.

Customer Service 75

Customer Service Management Call Center Morale 75

Expivia

JANUARY 26, 2022

But most importantly, it takes a strategic approach to contact center management. With the right tips and advice, you can transform customer engagement in your call center. . Why You Need to Rethink Contact Center Management. Call centers can be stressful. Consistency is key here.

Call Center 105

Call Center Contact Center Management Employee engagement 105

Calltools

NOVEMBER 16, 2022

Call management is an essential aspect of running an effective contact center. You can improve your dialing experience by ensuring your agents are properly trained and equipped with the necessary tools. These tools include call monitoring, customer relationship management (CRM) software, ongoing training, and more.

Interactive Voice Response 52

Interactive Voice Response Management CRM Scripts 52

Outsource Consultants

NOVEMBER 16, 2022

Many regions are holding strong in a sweet spot: they’ve developed exceptional call centers that still have access to a motivated, affordable labor pool. Even in more established locations, there are BPOs who have managed to hold hiring challenges at bay. We’ve Got You Covered.

Contact Center 67

Contact Center Management outsourcing Call Center 67

CCNG

OCTOBER 19, 2022

(Temkin, 2018) Just 34% of respondents report they have three or more years of experience developing end-to-end journey maps, and 83% report their organization struggles to use customer journey maps to identify and prioritize CX efforts. Gartner, 2022) CX programs that exceed management expectations are 2.3 PwC, 2017).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

SharpenCX

NOVEMBER 3, 2020

The call center experience of today’s world can be hostile at best and abusive at its worst. So, when questions surfaced about how to protect agents, and how to address all the stresses of the (sometimes-maddening) call center experience, I put my optimistic hat on and thought, “let’s talk about it!”.

Call Center 67

Call Center Agent Empowerment Management Coaching 67

Win the Customer

JUNE 8, 2015

The call center is evolving. To compete, companies invest in better call center experiences, the right service processes, and system optimization tools. Did you know that almost one in every 25 jobs in the US is within the contact center industry? Pretty thought provoking, huh?

Customer Service 143

Customer Service Call Center Call center experience Contact Center 143

SharpenCX

DECEMBER 2, 2020

With financial losses of such scale on the line, the stakes have never been higher to deliver good customer service in your call center. But it’s also never been easier to find the information you need, implement the right tools, and make incremental improvements that drive real change in your call center.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Fonolo

MAY 16, 2023

Today, contact centers are increasingly viewed by businesses as the key to understanding customers. They’re valued by c-suites for providing insights gleaned from direct contact via customer service and support channels. One of the most basic, and critical, types of call center analytics is call volume.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

SharpenCX

FEBRUARY 4, 2021

If you’re wondering how to start a call center, chances are, what you’re really looking for is an action plan to scale your customer service team. You see, modern call centers don’t have to look like the inundated image we’re all too familiar with. Will you have managers and supervisors?

Call Center 67

Call Center Customer Service virtual call center Coaching 67

Fonolo

MAY 31, 2019

Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Call Spikes 101: Managing Data, Agents, and Hold Time. DOWNLOAD NOW.

Contact Center 57

Contact Center Management Abandon rate Call Center 57

Fonolo

MARCH 28, 2019

Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Call Spikes 101: Managing Data, Agents, and Hold Time. DOWNLOAD NOW.

Contact Center 52

Contact Center Management Abandon rate Call Center 52

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

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Monet Software predicts in their study that call centers using workforce management systems generally experience a minimum reduction of 2% for staff hours with an average potential savings in the 5-10% range. Leading Technologies for Workforce Management in Call Centers. Artificial Intelligence.

call center workforce 54

call center workforce Call Center Technology Management 54

Fonolo

JUNE 21, 2018

It really comes down to the type of business your contact center is supporting; but, regardless of the variety of industries, the solution to the problem remains consistent – and it has nothing to do with workforce management (WFM). Webinar] How to Successfully Handle Call Volume During Peak Times. Lowering Abandon Rates.

Contact Center 52

Contact Center Abandon rate Management Call Center 52

Global Response

OCTOBER 26, 2022

Managing call center operations for a luxury brand demands that you hold every component of customer service to a higher standard. To ensure that your luxury brand promotes a standard of exceptional quality within every customer interaction, you may need to address a few key issues that tend to be overlooked.

Call Center 62

Call Center outsourcing Entertainment Contact Center 62

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Find Out the Rest of the Trends: Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Global Response

JULY 27, 2023

In order to deliver a truly consistent brand experience, you need to focus on three key areas: Customer experience: Any customer touchpoint should be consistent with your brand narrative and voice. However, the customer service experience should be fairly consistent across all channels.

Call Center 62

Call Center Scripts Multi-channel support Feedback 62

Quality Contact Solutions

MAY 4, 2021

Why do they call? Is it a sales call, customer service, or a technical support call? The more information you can share with the inbound call center outsourcing partner, the better. Is skills training offered such as de-escalation, customer service , or sales skills?

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

Outsource Consultants

APRIL 11, 2023

Part of working in the call center industry is being up-to-date on new technology that improves customer service. When planning goes awry, call centers experience frustrated agents and metric dips as employees learn the ropes.

Call Center 67

Call Center Technology Journey mapping outsourcing 67

Fonolo

NOVEMBER 19, 2019

Moments when they have to get in touch with the customer service call center of a company is met with dread, because they don’t have the time or energy to call, wait on hold, and be passed around from one customer service agent to another to solve their problem. Send Convenient SMS Alerts .

Technology 89

Technology Wireless Call Center Healthcare 89

Uniphore

SEPTEMBER 1, 2021

PROJECT MANAGER. Project Manager. The Project Manager leads cross-functional teams responsible for implementing Jacada’s enterprise software solutions. The Project Manager is accountable for managing solution planning, execution, quality, deployment and transition to our Global Support team. WE'RE HIRING.

Management 10

Management Government Enterprise Call center experience 10

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

OctopusTech

MARCH 1, 2023

Most companies will set up or adopt a call center to field customer service requests and complaints. These call centers organize phone support queues and equally distribute calls to reps on the service team. Inbound calls are a fundamental aspect of customer service and support call centers.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Fonolo

APRIL 16, 2019

If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. The Real Call Center Confession. What the Numbers Confess. The connection?

Call Center 108

Call Center Contact Center Engineering Construction 108

Fonolo

JANUARY 23, 2018

The call center experience is under great scrutiny from today’s consumers. On the other hand, call center managers have to be cost-conscious in their approach to staffing. Luckily, there is a way to lessen the impact of hold times, without hiring agents: Offer your callers a call-back instead.

Call Center 141

Call Center Abandon rate Contact Center outsourcing 141

Quality Contact Solutions

JUNE 12, 2020

By Nathan Teahon, Strategic Account Manager. In the world of inbound call center outsourcing, many things are going to factor heavily in deciding which call center to use for inbound call handling. Typical pricing for shared/blended services is $.70 Call Center Outsourcing with an Hourly Model.

outsourcing 89

outsourcing Call Center Telemarketing Inbound sales 89

Hodusoft

MARCH 10, 2022

HoduCC offers multiple benefits for small business owners that span: A Predictive Dialer software that helps in automated calling by dialing the numbers from the contact list automatically, doing away with the manual task of dialing by proactively and intelligently dialing the number. . A WebRTC provides softphone access to the customer.

call center software 52

call center software Call Center Contact center software Interactive Voice Response 52

VocalCom

JUNE 16, 2020

One of the key takeaways of 2020 CallMiner Churn survey is that contact center performance drives both loyalty and churn, with 90% of consumers saying they are likely to stay loyal after a positive call center experience, while nearly three quarters (73.7%) were likely to switch after a negative call center experience.

Contact Center 62

Contact Center Cloud contact contact center solutions Call center experience 62

ViiBE Blog

JULY 15, 2021

Inbound call centers are one subset of call centers. When calling a call center, what kinds of call center answers can you expect? And what is this call center experience like for the agents themselves? Call center agents answering questions.

Call Center 52

Call Center Call center experience Self service CRM 52

Global Response

SEPTEMBER 21, 2023

When you’re handling your entire customer support and CX in-house, you’re not only using a resource-heavy and costly method, but you’re also limited to the expertise, time, resources, technology and strategy available in-house. The key lies in ensuring your outsourced call center implements some core best practices for e-commerce businesses.

Best practices 62

Best practices outsourcing Call Center Multichannel 62

aircall

JANUARY 24, 2022

It’s a mistake to view your customer support team as a cost center. When you make your customers feel important, your customer service team becomes a growth center that drives your revenue up continually. The Importance of Making Customers Feel Valued . That figure is up by $13 billion from 2016.

Call Center 126

Call Center Best practices call center software CRM 126

Fonolo

APRIL 1, 2019

Here at Fonolo, we understand the many issues call centers face in regards to staffing, spikes, hold times, call abandonment, and more. While nothing can beat call-backs in improving your call center experience for both customers and agents, we are happy to announce the findings from our years of research.

Call Center 57

Call Center Sales Wait times Call center experience 57

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. So what exactly do call centers do?

Call Center 52

Call Center Technology virtual call center Interactive Voice Response 52

Outsource Consultants

JUNE 22, 2020

But no matter where you’re at with your customer service and outsourcing efforts, whether remote or on-premise, you must do more than simply cutting dollars from your budget — you need strategies that make sense. After all, 86 percent of customers will pay more for companies that offer exceptional customer service.

Call Center 84

Call Center outsourcing Interactive Voice Response Chatbots 84

Fonolo

JUNE 22, 2023

This tool gathers customer information and guides callers into the proper phone channels to be connected to an appropriate agent. This technology is at play when an automated voice answers your call and gives instructions like: “Press one for customer service; press two for accounting,” and so on. So, we understand IVRs.

Interactive Voice Response 91

Interactive Voice Response Abandon rate Self service Call Center 91