AnomalySquared

MAY 8, 2018

We put together a Contact Center Technology Glossary to get you started on some of the terms and software you might see in a modern contact center's technology arsenal. Contact centers are pretty good with keeping up with new technology.

Contact Center 49

Contact Center Technology outsourcing Call Center 49

Babelforce

MARCH 2, 2022

Conformance measures how much time an agent works with respect to the time the contact center pays them to do so. It helps contact centers to decipher whether they are getting enough “bang for their buck”. Here is an array of clever ideas to improve call center conformance rates. How to Calculate Conformance.

Schedule adherence 52

Schedule adherence Contact Center Finance Metrics 52

ChurnZero

JUNE 9, 2023

8 metrics to position Customer Success as a profit center with finance While sentiment-based metrics like Net Promoter Score ® (NPS) and customer satisfaction are important, they don’t frame CS work from a financial perspective. CLTV:CAC ratio LTV and CAC are interdependent and expressed in a crowning metric called the CLTV:CAC ratio.

Finance 98

Finance Metrics Benchmark Chief Customer Officer 98

Certified Languages International

NOVEMBER 17, 2021

They work with hospitals, courts, call centers, schools, and more. They rely on note-taking and tools like glossaries and translation websites they can quickly reference when needed. Interpreters work with oral speech or signed languages; they render spoken or signed dialogue from one language into another.

Call Center 52

Call Center Personalization Marketing 52

Quality Contact Solutions

DECEMBER 31, 1969

Add to that a target demographic that is highly technical and you will soon find out why writing the best call guide is critical to qualifying sales leads. There are 6 primary components to a successful script or call guide. Calling into highly technical industries creates its own challenges. Try these things.

Telemarketing 66

Telemarketing Scripts B2B Sales 66

Certified Languages International

NOVEMBER 17, 2021

They work with hospitals, courts, call centers, schools, and more. They rely on note-taking and tools like glossaries and translation websites they can quickly reference when needed. Interpreters work with oral speech or signed languages; they render spoken or signed dialogue from one language into another.

Call Center 52

Call Center Personalization Marketing 52

Certified Languages International

NOVEMBER 17, 2021

They work with hospitals, courts, call centers, schools, and more. They rely on note-taking and tools like glossaries and translation websites they can quickly reference when needed. Interpreters work with oral speech or signed languages; they render spoken or signed dialogue from one language into another.

Call Center 52

Call Center Personalization Marketing 52

InGenius

SEPTEMBER 3, 2019

If you're thinking of investing in a computer telephony integration (CTI) solution for your contact center to integrate the voice channel with your CRM, you will undoubtedly have come across several of the terms mentioned in this list. Call Logging. Call Recording. Call Reports. Call Transferring. Call Waiting.

Interactive Voice Response 83

Interactive Voice Response Call Logging CRM Journey mapping 83

Verint

OCTOBER 23, 2017

The toolkit comes with several files including a glossary of ROI terms, the four fundamentals for calculating ROI, a module on understanding the key concepts and logic around ROI, and comprehensive Excel templates that you can use right away. While the HBR ROI tools cost $29.95, they are well worth the investment.

Banking 51

Banking Interactive Voice Response Analytics Surveys 51

LiveChat

APRIL 25, 2016

This is the second time I am calling you people for the same problem. John cut the call curtly after waiting for few minutes when he didn’t get any response. Call centers face such scenarios on a daily basis. Just another metric to measure the efficiency of a call center. Speculate the “Why” Behind a Call.

Average Handle Time 46

Average Handle Time Call Center Calibration First call resolution 46

Quality Contact Solutions

DECEMBER 31, 1969

This way they have the data and can make the necessary adjustments to ensure a successful program for both the call center and the client. Questions to ask: is the script good or could it use some fine tuning, are the agents using appropriate rebuttals, are we calling into the right market?

Telemarketing 40

Telemarketing Metrics Scripts Sales 40

ChurnZero

DECEMBER 9, 2022

Gabby shared how her customer experience acumen set her apart for the CEO role, advocating that “Customer Success is front and center of all the skills that you need to be a great CEO.”. That third-party firm does what they call IDIs, or in-depth interviews, to get a sense of the customer experience. We hire a third-party firm.

Coaching 52

Coaching Metrics Marketing Enterprise 52

Babelforce

NOVEMBER 30, 2022

There’s a lot of terminology to get your head around in call centers and customer experience. Working with contact centers around the world, we know that better than anyone!). For a contact center KPIs can include average speed of answer, call transfer rate, and average hold time. Active waiting calls metric.

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52

SmartKarrot

APRIL 27, 2021

Aside from being a reservoir of help center articles, it also caters to user forums, white papers, video tutorials, glossaries, and how-to blogs. By covering a multitude of topics, you lessen the number of calls your support team delves into. Your knowledge base should be your customer’s Google on your site.

Self service 10

Self service Education SaaS Customer Service 10