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. There are different types of call centers.

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Call Center Technology virtual call center Interactive Voice Response 52

SharpenCX

FEBRUARY 9, 2021

Turns out, many call center agents experience similar problems. Today, many call center agents manage up to 10 different channels , so it’s no wonder agents feel overworked and customer experience suffers. Download Now] 7 projects every VP of Ops can address to reduce inefficiencies in your contact center.

Call Center 67

Call Center Coaching Scripts Metrics 67

OctopusTech

MARCH 1, 2023

Most companies will set up or adopt a call center to field customer service requests and complaints. These call centers organize phone support queues and equally distribute calls to reps on the service team. What Are Inbound Calls?

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Strategies in Optimizing Call Center Customer Support for Increased Revenue. For companies looking to establish a customer-first mindset at their call center, the essential part is to understand the customers in terms of their interests, behavior and needs.

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Call Center Customer Support Customer centricity Contact Center 56

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

Outsource Consultants

AUGUST 3, 2020

So what does that mean for your call center operations? Despite the travel industry grinding to a halt in the last few months, consumers are unwilling to accept subpar customer experiences. So how can you maximize ROI across your call center operation to prepare for the travel industry’s awakening?

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Interactive Voice Response Average Handle Time outsourcing Call Center 127

CCNG

OCTOBER 19, 2022

(Zendesk, 2022) 63% of customers are happy to be served by a chatbot if there is an option to escalate the conversation to a human. Forrester, 2018) 90% of customers prefer to talk to a live service agent over a chatbot. NICE inContact, 2018) Contact center performance drives both loyalty and churn.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Fonolo

JUNE 22, 2023

Although they can be simple and effective, customers don’t love IVR experiences. Consumers often list dealing with an IVR as a top grievance with the call center experience. Power and Associates, a good IVR experience is quite rare. On top of that, we built solutions for each call center channel.

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Interactive Voice Response Abandon rate Self service Call Center 91

Calltools

NOVEMBER 16, 2022

Managers can review call records immediately upon completion. Using this type of call center tool allows you to track your agents’ effectiveness and the overall satisfaction of callers. Although necessary, call tracking and monitoring are baby steps toward improving your entire call center.

Interactive Voice Response 52

Interactive Voice Response Management CRM Scripts 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. Omnichannel, Cloud-Based Contact Centers.

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Contact Center Gamification Call Center Average Handle Time 176

Fonolo

FEBRUARY 7, 2013

The best way for a call center to stand out as a leader is through the customer experience. It’s no surprise that an exceptional experience leads to more satisfied consumers, who continue to spend more money. How to Calculate Hold Time in a Call Center. What causes long call center hold times?

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Call Center Interactive Voice Response Wait times Abandon rate 62

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). call center is that HR methods adapt too.

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Brand ambassadors Contact Center contact center workforce contact center solutions 62

Outsource Consultants

OCTOBER 9, 2019

In honor of National Customer Service Week, we wanted to offer some key insights on three trends to keep in mind as you craft call center experiences for your customers. Call center leaders should focus their attention on these trends in 2020 to improve customer experiences and capitalize on every opportunity.

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Call Center Call center experience Consulting Consulting 59

NobelBiz

OCTOBER 17, 2023

Welcome back to our journey through the intricate world of call center management! In our previous installment, we peeled back the layers of the challenges that often remain hidden beneath the surface, impacting call center executives’ day-to-day operations. Read part one here.

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Call Center Management Contact Center Analytics 59

Talkdesk

NOVEMBER 8, 2016

The Customer Experience Weekly posts dive deep into a particular aspect of customer experience, and this week we’re covering how brands are leveraging technology and new systems to improve efficiency and cost of CX and call centers. Is your call center ready for bots? ComputerWeekly. FierceHealthcare.

Customer Experience 40

Customer Experience Banking Chatbots Call Center 40

Talkdesk

NOVEMBER 8, 2016

The Customer Experience Weekly posts dive deep into a particular aspect of customer experience, and this week we’re covering how brands are leveraging technology and new systems to improve efficiency and cost of CX and call centers. Is your call center ready for bots? ComputerWeekly. FierceHealthcare.

Customer Experience 40

Customer Experience Banking Chatbots Call Center 40

Fonolo

APRIL 17, 2019

Air Canada media relations told us that the company brought in extra staff through overtime and recalled recently reassigned call center employees to handle the increased volume of calls caused by the 737 Max flight cancellations. Shai is the Co-Founder and CEO of Fonolo, a leading provider of cloud-based call-back solutions.

Airlines 78

Airlines Transportation Contact Center Self service 78

AWS Machine Learning

DECEMBER 21, 2023

A call center agent’s job is to handle inbound and outbound customer calls and provide support or resolve issues while fielding dozens of calls daily. Keeping up with this volume while giving customers immediate answers is challenging without time to research between calls.

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Contact Center Scripts Interactive Voice Response contact center solutions 89