Callminer

MARCH 23, 2020

Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. One of these methods is Call Center Service Levels. However, with a number of different formulas and definitions, there remains a great deal of confusion on the topic.

industry standards 207

industry standards Service level Call Center Metrics 207

JustCall

AUGUST 16, 2021

The contact center as a service or CCaaS is a new-age technology that serves the needs of all customers. CCaaS has replaced on-premise call centers, and only for the better. CCaaS stands for Contact center as a service. The Difference Between Inbound and Outbound Call Center. What is CCaaS?

Contact Center 98

Contact Center Interactive Voice Response Contact center software Cloud contact 98

TechSee

APRIL 21, 2021

Call centers are busier than ever. These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. AI Call Center Solutions that Drive Value. According to a 2021 survey, 65% of U.S.

Call Center 136

Call Center Contact Center Self service call center solutions 136

Callminer

MAY 2, 2018

Hosted call center software is a delivery model that differs from on-premise software and shares some characteristics with cloud-based software. Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center.

call center software 140

call center software Call Center Best practices call center solutions 140

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. To address this issue, COPC Inc.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

NobelBiz

APRIL 3, 2023

Generally speaking, in the contact center space, people tend to look at the one-to-one interaction with an agent as the primary means of obtaining information about products and services. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries. You guessed it; it’s money.

Self service 52

Self service Contact Center Interactive Voice Response Banking 52

JustCall

MAY 26, 2022

Most of the marketers across the globe would be burdened to identify the difference between a contact center and a call center. Contact centers are relatively a new solution and generally, do not have the negative reputation from which conventional call centers suffer. Modularity.

Contact Center 59

Contact Center Call Center Interactive Voice Response Telemarketing 59

Fonolo

OCTOBER 12, 2021

Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation.

Call Center 147

Call Center Agent burnout Abandon rate call center workforce 147

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

OCTOBER 21, 2021

As contact centers across the world continue to recover and adapt from the aftershock of the COVID-19 pandemic, it’s become clear that empathy isn’t just a trend customer support teams need to embrace – it needs to be part of your operational foundations. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 177

Call Center Contact Center Scripts Employee engagement 177

TechSee

DECEMBER 16, 2021

Going into 2022, we’ve got our eye on seven trends that are expected to help call centers deliver service excellence while still keeping a close eye on their bottom line to ensure business continuity in an unstable economic environment. These technologies are paving the way for new possibilities for the future of call centers.

Call Center 124

Call Center Self service Gamification Contact Center 124

Fonolo

OCTOBER 19, 2023

If you’re in the contact center industry, 80/20 service levels are likely nothing new. Contact center managers know that SLAs are essential for defining and measuring success for their businesses. These agreements are the bedrock of contact center operations, dictating resource allocation and defining success metrics.

Contact Center 81

Contact Center Service level Abandon rate Construction 81

SharpenCX

AUGUST 31, 2018

The customer service industry toggles between the terms call center and contact center, but what’s the difference? Often, people talk or ask questions about call centers, but they really mean contact center. The post What’s the difference between a call center and a contact center?

Contact Center 52

Contact Center Call Center Contact center software Customer Service 52

Callminer

NOVEMBER 25, 2019

An efficient call center operation hinges on the ability of management to identify flaws in their systems and practices as well as execute improvement plans to fix these quickly. However, the exact tools and approach you employ at your call center for this purpose should align with your center’s mission and personnel.

Best practices 182

Best practices Call Center Metrics Average Handle Time 182

Fonolo

SEPTEMBER 4, 2018

Andrew Yang, founder of “Venture for America” (and a long-shot candidate for president in 2020) said “Google recently demonstrated software that can do the job of an average call center worker … that’s going to result in hundreds of thousands of jobs lost”. Duplex is Not About Agent Replacement. Let’s take this apart.

Call Center 209

Call Center Self service Contact Center Chatbots 209

Fonolo

SEPTEMBER 7, 2021

When customers call your customer service line, greeting them with a friendly and easy-to-navigate interactive voice response system is a standard in call center software. With all that said, writing a strong call center IVR script doesn’t need to feel like a mountainous task. What is IVR? The benefits of IVR.

Interactive Voice Response 158

Interactive Voice Response Scripts Call Center Abandon rate 158

JustCall

OCTOBER 6, 2022

How can you increase call center revenue? Call centers have been facing some challenges lately. Customers expect quality, speed, and efficiency when they contact their customer support team or contact center. Integrate AI and other technologies into the call center experience. -Re-train

Call Center 52

Call Center Chatbots Metrics Customer Support 52

CX Global Media

DECEMBER 18, 2018

Regardless of the economic cycle, turnover can be a problem for a lot of contact centers. Whether it’s just retaining any person to be in your contact center or just those high performers. Many people that are finding fulfillment and they like working in contact centers. Edited transcript. Empowerment.

Contact Center 149

Contact Center Call Center Coaching Management 149

Fonolo

MARCH 16, 2021

Still getting to grips with call center metrics and which ones are the most important? This blog will teach you what FCR is, the difference between First Call Resolution and First Contact Resolution, and everything about FCR that you need to know to succeed in a contact center. Contact Center Trends 2021.

First call resolution 125

First call resolution Call Center Metrics Contact Center 125

Fonolo

JANUARY 10, 2023

Wondering how to use artificial intelligence (AI) in your call center? It’s a hot topic, and many call center managers want to know what this rapidly evolving technology will mean for their organizations. On the contrary, it’s an excellent tool to enhance the customer experience and give your contact center a boost.

Call Center 91

Call Center Interactive Voice Response Average Handle Time First call resolution 91

Fonolo

JUNE 13, 2023

Their patience is never shorter than when dealing with your call center. That’s why call-backs have become a contact center essential. What can a call center manager do? 4 Ways Call-Backs Improve Your Call Center First, a quick refresher on some key ways call-backs improve your call center.

Contact Center 104

Contact Center Abandon rate Call Center Wait times 104

CX Global Media

FEBRUARY 8, 2018

Service innovation has for years been a central part of my consulting practice, especially those industries with excessive customer contact: hotels, banks, hospitals, retail stores and call centers. If the innovation spotlight was put on a call or contact center, what would be the outcome.

Contact Center 189

Contact Center Call Center Coaching Scripts 189

CX Global Media

JULY 3, 2018

Meeting with Nate Brown from United Laboratories at ICMI’s Contact Center Expo was absolutely a thrill. Especially catching up with him after being the MC of the ICMI Global Contact Center Awards. And leave a legacy that positively impacts the entire contact center community. How important his creativity?

Contact Center 185

Contact Center Coaching Call Center Analytics 185

Fonolo

FEBRUARY 23, 2021

This blog is for contact center industry newbies. It’s a quick rundown of call centers and how contact center technology has developed over the last 70 years. What does call center technology mean? Top Contact Center Trends 2021. A Short History of Call Center Technology.

Call Center 96

Call Center Technology Interactive Voice Response Contact Center 96

Callminer

SEPTEMBER 14, 2020

Business analysts play an integral role in any industry, but they’re especially vital in call center operations. They help call centers continuously optimize their processes and provide better experiences for both call center employees and the customers or clients they interact with. Allan Borch. velvetjobs.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Fonolo

NOVEMBER 9, 2021

Contact centers have faced some serious ups and downs in the past few years. Find out how we scored in our latest resource, Contact Center Trends 2022. As for the upcoming year, take a sneak peek at our predictions below: READ THE FULL GUIDE: Contact Center Trends 2022. Trend #2: Remote contact centers.

Contact Center 87

Contact Center call center software Call Center Metrics 87

Fonolo

MAY 26, 2020

Does your call center feel more like a burden than an asset? You’re not alone — contact center managers often find themselves faced with tough challenges, including clunky technology, dysfunctional processes, and less-than-happy customers. How can you turn your contact center into a highly efficient part of your business?

Contact Center 142

Contact Center Abandon rate Call Center Interactive Voice Response 142

JustCall

JANUARY 5, 2021

Call center agents' performance is directly proportional to the customer experience. With call center metrics, you can identify your strengths and weaknesses and take stock of how your agents are faring. But, which contact center metrics and KPIs should you focus on? Call Center Metrics.

Call Center 52

Call Center Metrics Abandon rate Average Handle Time 52

COPC

NOVEMBER 15, 2023

Early attrition is a common and expensive problem for contact centers. However, it is possible to cut call center attrition rates and the associated costs. COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations can reduce early attrition.

Call Center 95

Call Center Employee engagement Best practices Contact Center 95

Global Response

MARCH 18, 2022

Omnichannel contact centers: the evolution of customer communication. Or, for some companies, the majority of contacts come over the phone. Beyond in-store experiences, many brands and businesses began to offer support call centers as well. What is an omnichannel contact center?

Contact Center 71

Contact Center Call Center Best practices contact center solutions 71

Callminer

APRIL 24, 2020

call center industry is alive and well. According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. Agents are at the heart of any call center, considering they’re on the front lines of customer interaction.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Fonolo

JUNE 1, 2021

READ THE FULL GUIDE: How to Foster Agent Engagement in a Hybrid Contact Center. This is the reality contact centers are facing right now, as they navigate the post-pandemic transition back to the workplace. According to Fonolo’s 2020 State of the Contact Center report, agent attrition is worsening.

Contact Center 155

Contact Center Employee engagement Technical Support Personalization 155

Fonolo

MAY 3, 2023

Lowering call abandonment rates in contact centers is one of the most powerful performance levers available to call center managers. It’s also what Fonolo Call-Backs do best. What is an Abandoned Call? TIP: Most contact center software will generate a Call Detail Record (CDR).

Abandon rate 75

Abandon rate Contact Center Abandon Call Call Center 75

Fonolo

MAY 25, 2021

Call center managers are always on the lookout for ways to increase the productivity of their agents and the overall efficiency of their departments. However, these plans are usually put on hold due to high call volume periods and unexpected crises. The Contact Center Guide to Managing Spikes in Call Volume.

Contact Center 104

Contact Center Self service Interactive Voice Response Call Center 104

Fonolo

MARCH 29, 2022

What does efficiency mean to call center leaders? Perhaps it’s reducing the volume of customer escalations, or improving certain performance metrics like Average Handle Time or First Call Resolution. There’s a lot that goes into running an efficient call center. Why is Call Center Workforce Management Important?

Call Center 81

Call Center call center workforce Management Average Handle Time 81

Fonolo

FEBRUARY 23, 2022

For contact center management, ensuring the safety of customers, call center agents, and all other employees should always be a top priority. A Complete Guide to Call Center Security. A Complete Guide to Call Center Security. How to Use the Call Center Security Checklist.

Call Center 87

Call Center Contact Center Technology Personalization 87

Voiptime

AUGUST 22, 2022

What is the difference between the two definitions? Which of them are essential for a contact center? Every activity has its goals and objectives - we all have heard this statement. How can we define objectives from goals? What does a list of them look like? Which ones should be chosen as a priority?

Contact Center 75

Contact Center Call Center 75