SharpenCX

MAY 10, 2022

Contact centers have long been a critical part of business operations and the customer service experience. Today, companies implement contact center automation tools to meet rising customer expectations and increase the productivity of their human agents. 4 Benefits of Call Center Automation Tools.

Contact Center 76

Contact Center Morale call center software Chatbots 76

JustCall

APRIL 8, 2024

Call center optimization while maintaining quality can be a difficult task. To match up with these evolving needs, businesses should offer support on many channels to meet customers where they are. And that often means upscaling your call center as a whole. Introduction of new customer service channels (e.g.,

Call Center 40

Call Center Interactive Voice Response Self service Chatbots 40

SharpenCX

JUNE 12, 2023

A few short questions each month goes a long way, especially if they’re centered around a theme like office conditions, team fit, workload, or wellness. Conduct routine meetings. Regular meetings, whether one-on-one, team-wide, digital, or in-person, provide much-needed facetime for teams to connect and level set.

Coaching 67

Coaching Morale Contact center software Call Center 67

OctopusTech

MARCH 1, 2023

Every inbound call center will have unique priorities, but here are some examples of metrics that are usually dashboard-worthy: Average handle times Abandon rate Average wait time Service levels First call resolution Schedule adherence Customer satisfaction Forecast accuracy Net Promoter Score Quality scores 4.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Balto

DECEMBER 14, 2022

Accurately measuring your contact center agent productivity is vital for you to find opportunities for improvement. Without accurate measurement, you won’t be able to set goals and come up with actionable steps to meet them. Call Center Productivity Metrics. Text analysis. Speech analytics. Reduce Your Turnover Rate.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

aircall

SEPTEMBER 6, 2021

They need solutions within the first interaction—no matter how technical or complicated their issue is—and they want to feel like you’re addressing their concerns. That’s a feeling that’s tough to replicate with chatbots or slow-moving email support. Instead, look for software that will help you scale personalized customer service.

Interactive Voice Response 93

Interactive Voice Response Wait times outsourcing Call Center 93

OctopusTech

AUGUST 10, 2022

As customer services and experiences are becoming highly digital, there are two emerging contact center technology trends that your users are looking for: Customers of multiple brands want to connect them on multiple channels as a single channel will not be enough to meet their demands.

Call Center 62

Call Center Technology Journey mapping Interactive Voice Response 62

Serenova

MAY 29, 2020

Throughout the crisis, we have worked with contact center leaders to help them meet the challenges of these unprecedented times. You’ll improve customer experience metrics like average handle time and first call resolution. And the move to omnichannel cloud contact center solutions have accelerated for good reason.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

As call volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Throughout the crisis, we have worked with contact center leaders to help them meet the challenges of these unprecedented times. The Cloud.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Tenfold - Contact Center Blog

OCTOBER 4, 2017

The obvious reason would be that your call center is understaffed. There just aren’t enough agents to field calls. Outdated Technology – Outdated or non-customer-centric call center software affects call center agent efficiency. Good First Call Resolution Rates.

Call Center 66

Call Center Interactive Voice Response Abandon rate Management 66

Hodusoft

JUNE 7, 2024

The way a call center is managed goes a long way in determining its success or failure. In this blog, we have highlighted how call center management can be made seamless using call center software or contact center software while tracking essential metrics and executing standard call center management practices.

Best practices 52

Best practices Call Center Omni-channel support Management 52

JustCall

APRIL 3, 2023

Test the Solution: Before finalizing your decision, you must test the inbound call center solution to ensure it meets your business needs. Inbound Call Services: Important Metrics to Track Tracking key metrics related to inbound call services can help businesses improve their customer service and increase their bottom line.

Call Center 40

Call Center call center solutions Average Handle Time Technical Support 40

Hodusoft

DECEMBER 16, 2022

AI plays a vital role in uplifting customer experience Implementing AI in call center technologies has unlocked new opportunities for efficient business communication operations. Over 30% of customers believe that chatbots and virtual assistants simplify their query resolution process. Talk to Our Expert!

Call Center 52

Call Center Technology call center software virtual call center 52