SQM Group

APRIL 18, 2023

Learn about call center technologies that can help companies transform the way they deliver customer service more efficiently and effectively.

Call Center 94

Call Center Customer Service Technology 94

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. Can Call-Backs Do More for your Contact Center?

Call Center 91

Call Center Analytics First call resolution Abandon rate 91

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 Customer Service Coaching 141

OctopusTech

APRIL 28, 2023

In today’s competitive world of business, providing exceptional customer service is important for a company’s success. In the discussion of outsourcing call center vs. in-house call center, a key aspect is to have an effective contact center.

Call Center 62

Call Center outsourcing Customer Service Customer Support 62

Hodusoft

MAY 10, 2023

11 Must Know Call Center Terminologies- A Guide! In today’s business landscape, call centers serve as the primary channel for communication with customers, providing them with product and service information and support. This also leads to improved customer satisfaction and increased loyalty.

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Call Center Abandon Call call center software Metrics 93

Hodusoft

MARCH 30, 2023

Small Business Inbound Call Center Software to Improve Customer Service As a business owner, you must never underestimate the power of your phone system. You will not only need it to make various outgoing calls to your suppliers, business partners, and customers but also to receive incoming calls.

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call center software Call Center Customer Service Wait times 52

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?

Call Center 155

Call Center Contact Center Chatbots Brand ambassadors 155

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 Wait times 135

TeleDirect

MARCH 1, 2021

Everything your call center does – field calls , make appointments , outbound communication , you name it – is directly tied to one overreaching metric: customer service. In fact, a contact center is the perfect vehicle for an effective customer feedback loop. Here’s that customer feedback loop again.

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Call Center Customer Service Business Process Outsourcing Contact Center 117

Fonolo

FEBRUARY 9, 2023

Its origins go back over five decades, to the earliest days of call centers. What is the Purpose of Service Levels? Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA. Where Did the 80/20 Service Level Rule Come From?

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Call Center Service level Metrics Contact Center 142

NobelBiz

FEBRUARY 22, 2023

Customer service is a critical aspect in ensuring a company’s and brand success. Naturally, the best approach to maintain an exceptional level of service is to serve customers through a contact center. In this article, we dissect Customer Service 7 pain points in call centers, and how to tackle them.

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Call Center Customer Service Contact Center Brand ambassadors 52

Ambs Call Center

NOVEMBER 1, 2022

JACKSON, MICHIGAN, UNITED STATES, November 1, 2022 / EINPresswire.com / -- Ambs Call Center is an award-winning call center company that has been in business since 1932.

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Call Center Customer Service Marketing 98

Fonolo

NOVEMBER 22, 2022

This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Fortunately, e-learning has made call center management courses more accessible than ever.

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Call Center Contact Center Management Benchmark 147

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. Read on for an introduction to call center automation, plus our top software picks!

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Call Center Contact Center call center software CRM 142

Hodusoft

MAY 24, 2023

The Future of Call Centers: Predictions and Trends for Call Center Software The year 2023 is a crucial year for tech breakthroughs. How can call centers be left behind? How can call centers be left behind? Call centers have always been at the cutting-edge of digital revolution.

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call center software Call Center call center solutions Self service 52

LiveVox

JANUARY 10, 2023

What is social customer service? Providing support, informational resources, and engagement to your customers over social media channels. The post What is Social Customer Service? The Next Era of Support in the Call Center appeared first on LiveVox. It’s exactly what it sounds like!

Call Center 88

Call Center Customer Service 88

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 126

TeleDirect

MARCH 9, 2023

Call Centers vs. International Call Center Operations: Which is Better? The same rules apply regardless of what industry you’re in or what type of product or service your company offers. Without excellent customer service, you can’t expect to go very far. Discover the pros and cons of U.S.

Call Center 62

Call Center Customer Service Telemarketing outsourcing 62

Fonolo

DECEMBER 13, 2022

Call center leaders have their work cut out for them. From training new recruits to briefing executives and monitoring customer satisfaction levels, the days move fast. Sometimes, it’s hard to find the time to map out call center development goals. . You need an action plan for call center development.

Call Center 135

Call Center Average Handle Time First call resolution Abandon rate 135

NobelBiz

MAY 9, 2023

One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and performance. We’ll share valuable insights from one of our workshops featuring two seasoned contact center experts, David Atkinson, and Bradley Butler.

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Call Center Best practices Contact Center Contact center software 98

Blueship Call Center

APRIL 17, 2023

The series of contacts that take place between a customer and a business throughout their relationship is known as the end-to-end customer experience. A successful company’s foundation is a solid customer service strategy. Let’s look at some of the best methods for maintaining your customer service plan.

Call Center 40

Call Center Customer Service Self service Chatbots 40

Calltools

APRIL 5, 2023

Financial service call centers are responsible for both inbound and outbound calls that deal with sensitive information. Often, these financial calls are time-sensitive as well. As such, financial service call centers must employ the right tools to allow their agents to reach clients most effectively.

Call Center 98

Call Center call center software Customer Experience Customer Service 98

TeleDirect

MARCH 9, 2023

Call Centers vs. International Call Center Operations: Which is Better? The same rules apply regardless of what industry you’re in or what type of product or service your company offers. Without excellent customer service, you can’t expect to go very far. Discover the pros and cons of U.S.

Call Center 62

Call Center Customer Service Telemarketing outsourcing 62

LiveVox

DECEMBER 21, 2022

When people think of the term “virtual customer service representative” different things might come to mind. Some may envision a company where solely AI-driven bots perform routine customer service tasks. The post Virtual Customer Service Representatives & Virtual Call Center Basics appeared first on LiveVox.

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virtual call center Call Center Customer Service Customer Experience 52

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. Accelerate resolutions with AI-powered agent assistance.

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Call Center Contact Center Self service Gamification 196

SQM Group

APRIL 11, 2023

We provide insights into what EI is, how to determine your IE, and how to use EI in call center interactions to improve customer service and satisfaction.

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Call Center Customer Service 52

LiveVox

OCTOBER 26, 2022

Some of the most chilling tales actually take place in call centers as these tales from the contact center crypt will show. Customer Service Call Center Horror Stories appeared first on LiveVox. Depending on who […]. The post AHHHHH!

Call Center 52

Call Center Customer Service Contact Center Customer Experience 52

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 137

IdeasUnlimited

AUGUST 16, 2022

The unique nature of the healthcare industry demands a unique form of healthcare customer service. As the number of patients grows, all healthcare companies struggle to pick up calls and will eventually turn to third party call center service providers. Call centers are experts of communication.

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Call Center Customer Service Healthcare voip 52

Global Response

APRIL 27, 2023

When it comes to outsourcing, there’s plenty of myths floating around—we’re here with 40+ years of experience in the customer service industry to help you sort out the facts. If you’re considering whether domestic call center outsourcing is right for your team, here are the pros and cons you need to know to make the best decision.

Call Center 62

Call Center outsourcing Bilingual agents Customer Service 62

Fonolo

OCTOBER 21, 2021

Emotional intelligence has always been a hot topic in the customer service world. CX leaders were in agreement – empathy is a huge part of achieving call center success. The question is, can call centers improve agents’ emotional intelligence through training and employee engagement strategies ?

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Call Center Contact Center Customer Service Customer Support 177

TeleDirect

MAY 2, 2023

Learn why call center quality assurance (QA) is essential for customer satisfaction. Call Center Quality Assurance: Why Is It Important? Many companies focus intensely on quality assurance regarding their actual product or service. What does a QA do in a call center?

Call Center 62

Call Center Contact Center outsourcing Call flow 62

Voiptime

MAY 14, 2023

Many entrepreneurs are hesitant about whether they need to invest in organizing their own call centers or using outsourcing call center services for small businesses. Indeed, at times when on-premise call centers were the only option, setting up such a facility was a real headache for small businesses.

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Call Center outsourcing Customer Service Enterprise 75