Fonolo

AUGUST 3, 2021

Knowing where you stand with your customers and proving that value to stakeholders requires carefully crafted call center reporting that directly aligns with your organization’s Key Performance Indicators (KPIs). This is where organizing your contact center metrics into custom reports comes into play.

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

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?

Call Center 141

Call Center Contact Center Coaching Gamification 141

Hodusoft

DECEMBER 17, 2018

Call centers must be upping their game on an ongoing basis just to keep up with trends and satisfy ever rising customer expectations. AI power AI integration into call center software by capable developers will affect all components such as predictive dialers, automatic call distribution and skill based mapping.

call center software 45

call center software Call Center call center solutions Analytics 45

Fonolo

AUGUST 26, 2021

Last year, COVID-19 shifted many call center environments to new models. Nation-wide lockdowns forced many call center companies to either shut down or adapt to a work-from-home model. Call centers provide a vital service to customers worldwide. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 142

Call Center Real estate call center software Interactive Voice Response 142

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

JustCall

MARCH 9, 2023

This is how important customer experience is, especially in the context of contact centers. While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Hodusoft

NOVEMBER 27, 2018

It shows in how call centers operate. A call center brings up visions of rows and rows of agents sitting in front of screens with a headset on there and a dialer in front of them. They may attend to calls while on the move. It is no surprise that call centers are jumping ship onto the WebRTC bandwagon.

call center software 40

call center software Call Center Technology Contact center software 40

Talkdesk

JULY 20, 2020

As the pandemic continues and fully remote operations become “the new normal”, organizations must reevaluate their virtual call center approach and determine the best strategy for its implementation. Enterprises must consider the implications of a full-time transition from a physical to a virtual contact center.

virtual call center 93

virtual call center Call Center call center software Contact Center 93

Hodusoft

MAY 26, 2022

HoduCC – Call Center and Auto Dialer Software Stands out as FrontRunner in the Gartner report. Providing impeccable services through tech-driven software, HoduSoft has become one of the reputed names in the unified communication industry. HoduCC is recognized as the Top Call Center Software and Auto Dialer software.

Call Center 98

Call Center Interactive Voice Response call center software voip 98

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

aircall

OCTOBER 5, 2016

A virtual call center is a contact center whose agents work remotely. Virtual call center software lets a team work from dispersed locations, while remaining a cohesive unit and performing with easy and efficiency. Virtual call centers work through Voice Over Internet Protocol.

virtual call center 48

virtual call center call center software Call Center outsourcing 48

Hodusoft

JANUARY 1, 2021

The Right Call Center Software Makes a Huge Difference. Agents contribute to the call center’s success. It is not surprising that most or all call centers employ supervisors to monitor and manage call center agents and contribute to performance enhancements. Supervisor’s tasks.

Call Center 52

Call Center call center software Contact center software Analytics 52

Hodusoft

DECEMBER 17, 2020

In order to provide superior customer service and enhance customer satisfaction, businesses need to have a seamless call center operation. With the help of a call center, businesses can easily track, monitor, manage, and route phone calls. The software is designed to assist call centers in multiple ways.

Call Center 59

Call Center call center software Interactive Voice Response Abandon rate 59

NobelBiz

MARCH 14, 2023

Debt collection agencies and contact centers are subject to strict regulations and laws governing their operations. One of the major issues faced by debt collection agencies and contact centers when it comes to compliance is the lack of the right solutions to be compliant. And pay extra attention to it.

Contact Center 52

Contact Center Scripts Call Center Government 52

JustCall

APRIL 26, 2022

So, owing to the ongoing and imminent developments, it’s almost imperative for call centers to do away from conventional practices and adopt a more dynamic approach that’s relevant to the now. This is where AI call center solutions come into the picture. The Paradigm Shift: How AI Has Changed Call Centers Forever?

Call Center 52

Call Center Sales Interactive Voice Response call center software 52

JustCall

OCTOBER 25, 2023

Compounding Costs: Managing numerous tools also presents the problem of having to pay for them individually. A consolidated customer interaction software solution can benefit businesses by boosting efficiency, centralizing data, delivering consistency, and offering scalability. Imagine having a tool for each of them!

call center software 52

call center software Contact center software CRM Call Logging 52

Babelforce

JANUARY 20, 2022

Call center managers have one hell of a challenge sometimes, and it’s a challenge to keep a level head. Not only are you responsible for overseeing a team of productive call center agents , but you’ve also got the needs of their company’s customers to consider. Effective leaders are essential for any successful business.

Call Center 52

Call Center Management Construction Best practices 52

NICE inContact

AUGUST 1, 2019

It is time to modernize your contact center. Your current software is showing its age, unable to keep up with customer expectations or add new capabilities like digital channels (like SMS or WhatsApp) or artificial intelligence (AI). Watch Up Your CX Game: Buyers Guide for Moving to a Cloud Contact Center now.

Contact center software 55

Contact center software Contact Center Enterprise Cloud contact 55

Serenova

MAY 29, 2020

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Every time.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. Every time.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Balto

NOVEMBER 8, 2022

Monitoring agent performance is fundamental for keeping your call center running at optimal levels. . This guide will introduce you to some of the most important call center metrics and KPIs. These are the most relevant call center performance metrics to measure: Average After-Call Work (ACW).

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

NobelBiz

JANUARY 3, 2022

On the business side, there are various issues associated with managing a massive volume of calls. Many contact centers must develop methods and use their resources to manage client expectations and create a pleasant customer experience. They make agents’ and customers’ lives simpler by streamlining the contact process.

Contact Center 52

Contact Center Call Center Consulting Consulting 52

ChaseData

FEBRUARY 19, 2020

Being able to see figures and facts is an important aspect of success when growing and improving your call center’s approaches. Data visualization has long been a focus of these improvement strategies for contact centers, BPO organizations, and more.

Call Center 52

Call Center Management Contact Center call center software 52

Calltools

AUGUST 23, 2023

When optimizing your call center efficiency, there’s no question that call back solutions offer an improved experience. By utilizing call back solutions, your contact center can help improve your key performance indicators (KPI) metrics and enhance the overall customer experience.

Abandon rate 52

Abandon rate First call resolution Wait times Contact Center 52

NobelBiz

FEBRUARY 14, 2022

The technology of call queuing is central piece to inbound contact centers. In call queues, the typical distribution method is first in, first out. For example, an automated call distributor (ACD) is used in call centers to route incoming calls to certain specialized agents in your contact center.

Interactive Voice Response 52

Interactive Voice Response call center software Contact Center Call Center 52

NobelBiz

MARCH 24, 2022

The technology of call queuing is central piece to inbound contact centers. In call queues, the typical distribution method is first in, first out. For example, an automated call distributor (ACD) is used in call centers to route incoming calls to certain specialized agents in your contact center.

Interactive Voice Response 52

Interactive Voice Response call center software Contact Center Call Center 52

NobelBiz

NOVEMBER 27, 2023

If you would like to learn more about the benefits of a VOIP solution, we highly recommend another one of our articles called “ Cost Savings of VOIP: A Comprehensive Analysis “ Discover how VOIP is revolutionizing call centers by reducing long-distance charges, minimizing hardware investment, and ensuring predictable monthly expenses.

Call Logging 59

Call Logging voip Contact center software CRM 59

Hodusoft

NOVEMBER 27, 2020

To ensure the long-term success of a contact center, the management must be aware of what’s going on in the contact center. They must know what went down between their customers and agents during the call and how well agents stick to compliance and quality guidelines.

Contact Center 52

Contact Center Analytics Contact center software APIs 52

Hodusoft

APRIL 23, 2019

It was a great leap forward when call centers migrated from PSTN to VoIP. The next big leap can be said to be video chat for call centers as a way to delivering a better user experience. If contact centers have not yet made the transition to incorporating video chat in their operations, it is time they did.

Contact center software 40

Contact center software Contact Center Call Center voip 40

Talkdesk

FEBRUARY 3, 2017

When you think about contact center jobs, you probably imagine people wearing headsets and answering calls in front of computer screens staring at call center software all over the world. When you think of people with contact center jobs, you probably don’t look in the mirror.

Contact Center 40

Contact Center call center software Customer centricity Call Center 40

Hodusoft

SEPTEMBER 16, 2018

As a contact center head, your success depends upon however well you satisfy your customers’ omnichannel desires and drive consistent, measurable productivity over time. Majority of the decision center software still add silos and agents struggle to have a private oral communication with prospects.

Contact center software 40

Contact center software Contact Center Self service Multichannel 40

NobelBiz

FEBRUARY 28, 2019

The technology of call queuing is central piece to inbound contact centers. In call queues, the typical distribution method is first in, first out. For example, an automated call distributor (ACD) is used in call centers to route incoming calls to certain specialized agents in your contact center.

Interactive Voice Response 52

Interactive Voice Response Contact Center call center software Call Center 52

Babelforce

MARCH 29, 2022

How does BI relate to contact centers? Here’s how call center BI can impact your business 3 questions to ask when choosing a BI tool Call center BI helps you make data-driven decisions. How does BI relate to contact centers? Here’s how call center BI can impact your business.

Call Center 52

Call Center Average Handle Time Metrics Contact Center 52

Hodusoft

AUGUST 4, 2021

Majority of the call and contact center organizations in the past have focused on on-site workforce technologies, overlooking remote service as sizable workers reported to the office every day. This was the case with call and contact centers the world over. WFH and Technological Interventions.

Technology 98

Technology Contact center software Interactive Voice Response Contact Center 98

Hodusoft

JULY 5, 2022

Contact Center, CTI & IVR Applications. Bringing the most innovative and value-centric Unified Communications Software. HoduCC – Contact Center Software. Facilitating enterprises with advanced contact center operation with an omnichannel approach to deliver delightful customer experiences. .

Enterprise 52

Enterprise Contact center software call center software Contact Center 52

Hodusoft

FEBRUARY 22, 2022

The collaboration with Signalmash has presented HoduSoft with an opportunity to offer its suite of customer and employee communications products in the growing US markets. HoduCC – Contact Center Software. HoduCC – Call Center Software. HoduPBX – IP PBX Software.

Marketing 52

Marketing Real estate Call Center Enterprise 52

Dialer 360

MARCH 8, 2019

These are very costly for e-commerce persons, whereas the products present in unique competitors. Importance of Contact Center Technology in E-Commerce Sector. This is done by combining and call center software with an e-commerce platform. How E-Commerce Help in Call Center Industry.

Contact Center 26

Contact Center call center software Call Center Interactive Voice Response 26