Fonolo

OCTOBER 3, 2018

Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. All contact centers face barriers, and you certainly know your own intimately. Short on Support.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. How does WFO work in the Call Center?

Management 86

Management Gamification Quality management Schedule adherence 86

Netomi

AUGUST 10, 2022

Metrics are critical in order to gauge the performance of both support teams and the technology solutions behind them in any project. As you progress with your conversational AI journey, which key customer experience metrics can you see improve with AI? The Top 6 Conversational AI Metrics that Matter. Deflection Rate.

Metrics 59

Metrics Average Handle Time Chatbots Airlines 59

Fonolo

JUNE 10, 2021

Managing a call center team isn’t easy. Call center agents are customer service providers 24/7, which means they need to deal with customers with varying moods all day. Due to the nature of their work, it’s common to see call centers struggle with low agent engagement. So what are you waiting for?

Call Center 91

Call Center Interactive Voice Response Gamification Contact Center 91

Fonolo

OCTOBER 18, 2018

Jane’s CEO observed the bandwidth problem and implemented a solution: She formed an internal call center and hired and trained a team of 10 agents to support it. This story demonstrates that call centers help companies improve overall service levels. and make necessary adjustments as needed.

Service level 91

Service level Call Center Interactive Voice Response Metrics 91

Fonolo

SEPTEMBER 26, 2018

Come into the classroom, sit down, and let us begin today’s four-part lesson: Call Center 101 – The Golden Rules of SLAs. The most-used industry standard is “80/20” (whereby 80 percent of inbound calls are answered within 20 seconds). According to IFC, the global metric is 28 seconds. Consider Your Contact Center.

Call Center 67

Call Center Abandon rate industry standards Service level 67

Expivia

MARCH 11, 2021

How do you make sure you have the right number of agents on call? Your call center’s success depends on it. Follow these call center workforce management best practices to find out how to staff your contact center the right way. What Is Call Center Workforce Management? Forecasting. Scheduling.

call center workforce 98

call center workforce Call Center Management Average Handle Time 98

Balto

APRIL 20, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email Contact centers find themselves at a critical juncture. Contact center leaders are tasked with creating as much value as possible with as few resources as possible, without sacrificing the customer or agent experience. How are they doing this? No strings attached.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52

Quiq

AUGUST 24, 2022

Synchronous messaging 101. It can cost more money: Since agents can’t handle as many conversations at once, you’ll likely need to hire more agents to cover the same amount of calls. It’s easy to track performance: Since there’s a defined beginning and end, it’s easier to track metrics like average resolution time.

Chatbots 88

Chatbots Wait times Customer Service Metrics 88

Fonolo

OCTOBER 23, 2018

Customer Self Service, or CSS, is any type of electronic or automated support that allows customers to find answers or resolve problems without having to connect with a customer service or call center agent. Most call center agents will tell you that the same questions and pain points arise time and time again from different customers.

Self service 85

Self service Interactive Voice Response Call Center industry standards 85

SharpenCX

AUGUST 18, 2020

Download Now: Ask these 101 questions on your next RFP for omnichannel software that supports the experience your customers expect. Not only that but, contact center leaders say the lack of an integrated agent desktop is their leading productivity challenge. Too often, reporting is a major limitation for contact center platforms.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

Download Now: Ask these 101 questions on your next RFP for omnichannel software that supports the experience your customers expect. Not only that but, contact center leaders say the lack of an integrated agent desktop is their leading productivity challenge. Too often, reporting is a major limitation for contact center platforms.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

Expivia

APRIL 1, 2021

Why is it done poorly in so many service centers? We would like to focus on 7 core reasons that we have seen in many different companies and have helped correct: Who Has the Say in your Customer Service Call Center? Who is running your USA customer service call center? WE HAVE ALL BEEN THERE!!

Customer Service 52

Customer Service Education Self service Call Center 52

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. So, what does it really take to set up a digital call center?

virtual call center 62

virtual call center Call Center call center software voip 62

SharpenCX

DECEMBER 16, 2020

As a leader in your contact center, you have to spend time defining what success looks like for your team. When you’re thinking through how to improve communication in your contact center, focus on streamlining your efforts to make it easier for your agents to talk to each other. Put coaching at the top of your priority list.

Management 76

Management Customer Service Coaching Contact Center 76

Fonolo

OCTOBER 18, 2018

Jane’s CEO observed the bandwidth problem and implemented a solution: She formed an internal call center and hired and trained a team of 10 agents to support it. This story demonstrates that call centers help companies improve overall service levels. and make necessary adjustments as needed.

Service level 57

Service level Call Center Interactive Voice Response Metrics 57

pindrop

AUGUST 16, 2021

It takes time for a caller to go through KBAs, which adds to the overall duration of the call. Each KBA required to complete authentication increases the average handle time required to authenticate a caller and increases the average cost per call for the contact center. WEBINAR: Caller Authentication 101. FNBO Saved 2.5

Contact Center 62

Contact Center Average Handle Time Calibration Airlines 62

SharpenCX

MARCH 2, 2021

Collect data you already have in your contact center to review your current customers. Look at metrics to identify customer demographics and behaviors. Similarly, creating these customer personas help service teams understand more about each of their customers and what they expect from your call center.

Customer Experience 67

Customer Experience Coaching Call Center Contact Center 67

SharpenCX

JULY 28, 2020

For the past few months, I’ve been using a service called Instacart to order all my groceries. Download Now: 101 Questions You Should Be Asking as You Evaluate Your Next Contact Center Platform. It calls for consistent experiences from one channel to the next. The fewer people in stores, the better, right?).

Multichannel 76

Multichannel Best practices Customer Experience Customer Service 76

SharpenCX

JANUARY 28, 2020

And without a high-performing call center, it’s difficult to deliver the standout service customers have come to expect. Your call center agents. When you deploy a call center with the right tools, your customer service agents are your greatest resource. What’s next? Get your Agent’s Perspective.

Call Center 69

Call Center call center software Abandon rate Contact Center 69

Voxjar

MARCH 21, 2019

Call monitoring forms and call quality scorecards are the go-to tools in phone-based businesses for measuring employee performance, discovering compliance issues, and gaining a deeper understanding of customers. When used correctly, call evaluations bring transparency into the conversations that your reps are having with customers.

Metrics 40

Metrics Coaching Scripts Contact Center 40

Noble Systems

NOVEMBER 17, 2020

For contact centers, CTI (Computer Telephony Integration) is a key component to mixing up a competitive advantage by providing memorable experiences that build loyalty and keep your customers coming back. The use of CTI has expanded to include a range of computer-phone connected functions that help improve the management of customer calls.

Interactive Voice Response 57

Interactive Voice Response Technology Customer Experience call center software 57

JustCall

MARCH 7, 2023

Brands have already made the move to upgrade from basic call centers to contact centers for the agility and flexibility that they provide. Addressing this gap between expectation and capacity, contact centers offer extended functionality and better efficiencies. What is a Contact Center?

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52

SharpenCX

JANUARY 7, 2020

Those are good and all, but instead, let’s talk about goals and projects for your call center. Now that we’re back to work after the holidays, it’s time to kick things into high gear and reflect on where your call center performance could have been a bit better in 2019. Even include a feedback form in your help center.

Call Center 52

Call Center Customer Experience Self service Contact Center 52

JustCall

MARCH 29, 2022

In this comprehensive guide, we will cover every aspect of sales automation and how a sales contact center can leverage automation to achieve more. Sales Automation 101: Understanding the basics. Here are some of the reasons why every outbound contact center should use contact center software that has automation capabilities: 1.

Sales 52

Sales Interactive Voice Response Contact center software CRM 52

Noble Systems

OCTOBER 21, 2020

The Basics of Automatic Call Distribution. An automated call distribution system, commonly known as automatic call distributor (ACD) , is a telephony device that answers incoming calls and distributes them within an organization. ACDs are commonly used in call centers to help companies handle large volumes of calls.

First call resolution 57

First call resolution Call Center Interactive Voice Response call center software 57

NobelBiz

AUGUST 18, 2020

The call center can be a wonderful place to work in, full of positivity and great people. And in the contact center world specifically, things get even messier. We’ve interviewed some of the brightest, most experienced minds in the call center on how to manage a call center efficiently. Let’s dig in.

Call Center 52

Call Center Management Gamification virtual call center 52

Balto

OCTOBER 31, 2022

With contact center turnover nearing 50% year-over-year, a lot of attention is given to how and why employees leave their place of work — and not enough is given to how they begin their time in the workforce. Supervisors are the contact center’s superpower if you unleash them. Use Onboarding to Get Personal.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Pointillist

JULY 25, 2018

Success Metrics for the Team. Ultimately, the biggest success metric for the Champion is to be able to show the Executive Sponsor and key Stakeholders that real business value has been gained through the use of customer journey analytics. Success Metrics for the Project. Success Metrics for the Business. Churn Rate.

Analytics 93

Analytics Government APIs Metrics 93

Netomi

MARCH 7, 2022

In the demanding and always-on economy of today, many call center agents are feeling the pressure – with 74% of them at risk 6 for burnout. Leveraging curated FAQ pages and robust online knowledge bases (or Help Centers) can help customers easily find answers, and enhance the self-service experience. References: [link].

Customer Support 52

Customer Support Customer Experience Chatbots Self service 52

Balto

AUGUST 3, 2022

As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole. Is the contact center a drain on resources, a necessary expense to manage customer needs?

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

CrazyCall

JULY 4, 2019

Whenever someone is making a call to get an issue resolved, they want to get it done asap. When it comes to the responsiveness and speed, the most important metric that you should track is the first response time. The other valuable metrics are: Average response time. Speed is the main quality your customers will be looking for.

Customer Service 66

Customer Service Interactive Voice Response Metrics Gamification 66

RapportBoost

NOVEMBER 5, 2018

We were honored to be a part of this Mitel-sponsored event with our valued client, Heidi Rote, Director of North American Sales Center for Jenny Craig. We are going to talk about training, how to train your chat agents to drive profitability, and how to implement change the contact center. Take a listen! We welcome your feedback. .

Contact Center 40

Contact Center Scripts Sales Metrics 40

Pointillist

JULY 25, 2018

Success Metrics for the Team Champion – It is important for the champion to understand thoroughly the value of customer journey analytics as an analytics platform and believe that the regular users have built proficiency to use the platform meaningfully on a regular basis. Pick a mix of financial, customer and operational metrics.

Analytics 43

Analytics Metrics Government Journey mapping 43