Customer Contact Central Submitted Articles

SEPTEMBER 12, 2022

Choosing the right call center metrics is just as important as operationalizing them. Here're five key call center metrics you should keep an eye on.

Call Center 246

Call Center Metrics 246

Global Response

NOVEMBER 6, 2023

Although call centers provide essential support and benefit to your business—including increased customer service availability, improved productivity and efficiency, stronger service levels and more—if a legal dispute or non-compliance issue is uncovered, your call center can end up costing you more than you imagined.

Call Center 62

Call Center outsourcing Telemarketing Contact Center 62

Fonolo

FEBRUARY 2, 2023

In the call center world, efficiency is the name of the game. Call center automation software is essential to accomplishing this goal. So what does an optimized and automated call center look like, and what are the benefits for your call center? What is Call Center Automation?

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Call Center Contact Center Interactive Voice Response First call resolution 139

Fonolo

JANUARY 19, 2023

If call center retention keeps you up at night, you’re not alone. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. Let’s take a closer look at why call centers see so much agent turnover and consider the solutions. Why Does Call Center Retention Matter?

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Call Center Contact Center Chatbots Brand ambassadors 154

AnomalySquared

NOVEMBER 10, 2023

One such strategy is partnering with a call center services provider, which can significantly enhance the guest experience and streamline operations. In this blog post, we will explore how spas and resorts can benefit from using call centers to improve their services and overall efficiency.

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Call Center Customer Service Technology outsourcing 93

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training?

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Call Center Contact Center Customer Service Coaching 140

Customer Contact Central Submitted Articles

OCTOBER 10, 2022

What makes the contact center different from the call center? It's more than just a call center with email and chatbots.

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Contact Center Call Center Chatbots 243

AnomalySquared

OCTOBER 2, 2023

While there are various strategies to improve customer engagement, one that stands out is call center outsourcing. Here we'll explore how outsourcing your call center operations can be a game-changer in enhancing customer engagement. Engaged customers are more loyal, spend more, and promote your brand to others.

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Call Center outsourcing Customer Service Customer Experience 103

NobelBiz

NOVEMBER 6, 2023

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential.

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Call Center Customer Service Interactive Voice Response Contact Center 101

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! What is Call Center Automation? Increase the efficiency of outbound calling and reduce human error with automated dialing systems.

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Call Center Contact Center Chatbots Interactive Voice Response 135

Fonolo

NOVEMBER 22, 2022

Fortunately, e-learning has made call center management courses more accessible than ever. Contact Center Trends 2023. Who Should Take Call Center Management Courses? Who Should Take Call Center Management Courses? Top 7 Call Center Management Courses.

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Call Center Contact Center Management Benchmark 145

Fonolo

DECEMBER 15, 2022

Call center leaders are always looking for ways to take their operations to the next level. That all depends on the goals your contact center sets. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. How to Buy Contact Center Software.

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Call Center Contact Center Contact center software Self service 136

Customer Contact Central Submitted Articles

OCTOBER 11, 2021

BPO is a common acronym in the call center world. It stands for business process outsourcing, a term used to describe the hiring of a third-party to complete a business operation.

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Call Center Business Process Outsourcing outsourcing 246

Fonolo

FEBRUARY 9, 2023

Its origins go back over five decades, to the earliest days of call centers. Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA. And for many call center managers, maintaining these service levels is a top priority.

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Call Center Service level Metrics Contact Center 141

SQM Group

JULY 27, 2023

Learn how you compare to industry peers, the call center industry average, and world-class performers for the top call center benchmarks and industry standards.

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Call Center Benchmark industry standards 84

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. As technology gets smarter and more intuitive, so does the contact center that benefits from it. To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation.

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Call Center Interactive Voice Response Contact Center call center software 141

Fonolo

NOVEMBER 8, 2022

High call volumes are three words that can strike fear into the heart of any call center professional. Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. Interactive Voice Response.

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Call Center Interactive Voice Response Contact Center Self service 154

Outsource Consultants

JULY 25, 2023

As artificial intelligence has become a driving force for change in various industries, the call center industry is no exception. With its ability to mimic human intelligence and process vast amounts of data, AI is transforming the way call centers operate.

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Call Center Interactive Voice Response Technology Chatbots 128

AnomalySquared

SEPTEMBER 15, 2023

Call centers play a pivotal role in this process, serving as the frontline of communication between businesses and their potential clients. To ensure success in appointment setting, call centers need to employ proven strategies that maximize efficiency and customer satisfaction.

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Call Center Customer Experience 110

Fonolo

SEPTEMBER 1, 2022

Of course, call centers are notorious for high turnover rates. But if you’re a call center leader, it’s your job to combat that damaging trend. If you don’t, your customer service will suffer, and your call center operations will too. Why is Call Center Employee Retention Important?

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Call Center Contact Center Abandon rate Average Handle Time 136

Blueship Call Center

SEPTEMBER 26, 2023

The call center sector has seen a significant transition in the commercial world. Call centers began as internal divisions devoted to sales and customer service. The use of call center outsourcing techniques increased corporate productivity in the latter half of the 20th century.

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Call Center outsourcing Contact Center Customer Service 81

Fonolo

DECEMBER 13, 2022

Call center leaders have their work cut out for them. Sometimes, it’s hard to find the time to map out call center development goals. . Here at Fonolo , our call center tech lends itself nicely to business and development planning. You need an action plan for call center development.

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Call Center Interactive Voice Response Average Handle Time First call resolution 134

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Today, contact centers are increasingly viewed by businesses as the key to understanding customers. Every contact center uses them. Call duration: The average length of time that a call lasts.

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Call Center Analytics First call resolution Abandon rate 90

Global Response

OCTOBER 2, 2023

Does call center etiquette matter? They have a call center and provide quick, efficient service to their customers, but their agents are known for being hasty, serious and unfeeling. We’ll explain—and show you how to excel at call center etiquette—in the rest of this article. The short answer: yes.

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Call Center Customer Service Chatbots Scripts 62

Fonolo

NOVEMBER 29, 2022

New call center managers have a lot to wrap their minds around. Overhauling your call center operations can seem outright impossible without a little guidance and know-how. The success of your call center agents depends heavily on your ability to lead them to that success. Call volume Call abandonment rate.

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Call Center Contact Center Customer Service Customer Experience 125

Fonolo

SEPTEMBER 21, 2023

Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. The 4 Most Important Call Center Agent Performance Metrics 1. As with many of these call center metrics, CES is a good indicator, but rife with nuance.

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Call Center Contact Center Average Handle Time Schedule adherence 85

AnomalySquared

JULY 21, 2023

Anomaly Squared is proud to now offer offshore call center services to it's already success call center outsourcing services.

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Call Center outsourcing 92

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. This can lead to cost savings in staffing expenses.

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call center software Call Center Interactive Voice Response Average Handle Time 98

SQM Group

NOVEMBER 28, 2023

This blog delves into customer service best practices that not only elevate the quality of interactions but also contribute to the overall success of call centers.

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Call Center Best practices Customer Service 63

Provana

AUGUST 30, 2022

With call recording and call center monitoring in place, you can identify areas where your teams are doing well and where you need improvement.

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Call Center Best practices 188