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.

virtual call center 62

virtual call center Call Center call center software voip 62

ViiBE Blog

APRIL 8, 2021

Customers typically contact call centers when they are unable to resolve a problem with a product or service on their own. The key to satisfying the customer in search of a solution is the call center experience. How do you describe a call center experience?

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Call center experience Call Center Average Handle Time APIs 52

TeleDirect

AUGUST 25, 2022

Here at TeleDirect, we’ve been offering BPO contact center solutions to businesses for over two decades. We’ve got answers—we’re call center and communication experts! What Is a BPO Call Center? So what does BPO stand for in call center terms?

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virtual call center outsourcing Healthcare Business Process Outsourcing 62

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. Contact Center.

Technology 52

Technology Call Center virtual call center Contact Center 52

ViiBE Blog

MAY 4, 2021

Customers expect the same level of service as in person, so it is crucial to measure your call center’s overall performance as well as your individual agents. So, in concrete terms, what does FCR show you about your center? FCR stands for First Call Resolution.

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First call resolution virtual call center call center software Metrics 52

Serenova

OCTOBER 7, 2020

Coronavirus has officially kicked the work from home (WFH) trend into a permanent reality — and the call center is no exception. Now as many as 80 percent of call center agents are currently working from home. Macro-manage the customer experience.

Contact Center 52

Contact Center Airlines Call Center Government 52

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be.

Contact Center 176

Contact Center Gamification Abandon rate Average Handle Time 176

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Customer centricity is not just about offering great customer service, it means offering a great experience from the awareness stage, through the purchasing process and finally through the post-purchase process. Strategies in Optimizing Call Center Customer Support for Increased Revenue.

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Contact Center Call Center Customer Support Customer centricity 56

aircall

OCTOBER 7, 2016

Working in a call center means being the first point of contact for a customer getting in touch with a company. As customers in every industry become more tech-savvy, the call center model has been evolving. More and more call centers are moving back from outsourced outposts in the developing world, and several have gone completely virtual. Consequently, the skill set sought after in a call center team member has also evolved.

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Call Center Telemarketing voip First call resolution 48