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. Tap this knowledge base to better understand employee views.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

TRUSTID

SEPTEMBER 20, 2019

That number is consistent with another survey by Marketwatch, which found that 67% of respondents claim they don’t use any kind of 2FA on their personal accounts. And when 2FA is used, eSecurity Planet said that 74% of IT and cybersecurity professionals surveyed received user complaints about it.

Banking 84

Banking Accountability Contact Center Engineering 84

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. With so much data on what customers want from consumer experiences, there’s no better time to listen to your customer base and take action.

Call Center 59

Call Center Call center experience Consulting Consulting 59

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?

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

CSM Magazine

JUNE 27, 2022

Although customer expectations vary, companies that wish to succeed must find efficient ways to improve call center experiences. You use existing data, previous conversations, social media, surveys, trend reports, and analytical tools to your advantage. Not sure how or where to start? Continue reading for advice.

Customer Experience 52

Customer Experience outsourcing Call Center Wait times 52

Fonolo

APRIL 17, 2019

research firm that surveys 20 million global travelers yearly. 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.

Airlines 78

Airlines Transportation Contact Center Self service 78

TRUSTID

JANUARY 22, 2018

In a recent study by Calabrio, “The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era,” call center agents are feeling the effects of changing customer behavior. Nearly a third (32%) of agents surveyed said customer inquiries and demands will continue to get more complex over the next two to three years.

Contact Center 50

Contact Center Banking Customer centricity Call Center 50

Nicereply

JUNE 18, 2020

You should make sure to let them know what product/service combinations can improve their experience with your product, while at the same time making sure you’re not too pushy in these cross-selling activities. Sending surveys or promotions through SMS (text messages) can get you much higher open and response rates. Redemption Rate.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

AWS Machine Learning

DECEMBER 21, 2023

This allows you to use natural language with a conversational chat interface to perform tasks such as creating novel content including narratives, reports, and blog posts; summarizing notes and articles; and answering questions from a centralized knowledge base—all without writing a single line of code.

Contact Center 96

Contact Center Scripts Interactive Voice Response contact center solutions 96