ShepHyken

NOVEMBER 13, 2023

Quotes: “In three to five years, I don’t believe that I’m still going to phone a call center except for very high touch, high value, emergency type of situations that need that human interaction on the other end.” How can AI be used to augment human agents in call centers?

Call Center 180

Call Center Self service Technology Customer Service 180

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

SQM Group

AUGUST 2, 2023

Gain insights into your call center by analyzing trends in the data that would otherwise go unnoticed by the naked eye.

Call Center 78

Call Center Analytics 78

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?

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Call Center Brand ambassadors Contact Center Chatbots 155

TechSee

JULY 24, 2023

No More Hold Music If your world is the call center and customer service, every second counts. This empowers customers to provide the necessary information, capture images, and share relevant data. This streamlined process eliminates the need for verbal repetition, ensuring accurate data capture and minimizing errors.

Interactive Voice Response 109

Interactive Voice Response Call Center First call resolution CRM 109

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions.

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Call Center Management Wait times Contact Center 106

OctopusTech

APRIL 18, 2024

Learning how to improve customer engagement in a call center is significant in this competitive market. This is critical as every call determines how people perceive your company, and you can lose a client even by making one small mistake. Call center worker accompanied by her team.

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Call Center Contact Center Telemarketing outsourcing 62

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.

Call Center 135

Call Center Contact Center Wait times Chatbots 135

Fonolo

DECEMBER 15, 2022

Call center leaders are always looking for ways to take their operations to the next level. That all depends on the goals your contact center sets. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. Improve the Customer Journey.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

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. To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation.

Call Center 142

Call Center Interactive Voice Response call center software CRM 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?

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Call Center Contact Center Coaching Gamification 141

Global Response

NOVEMBER 6, 2023

Although call centers provide essential support and benefit to your business—including increased customer service availability, improved productivity and efficiency, stronger service levels and more—if a legal dispute or non-compliance issue is uncovered, your call center can end up costing you more than you imagined.

Call Center 62

Call Center outsourcing Telemarketing Healthcare 62

Fonolo

NOVEMBER 8, 2022

High call volumes are three words that can strike fear into the heart of any call center professional. Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. Interactive Voice Response.

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

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. Analytics are also called key performance indicators or KPIs.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

Global Response

FEBRUARY 26, 2024

That’s why medical call centers are such powerful resources. Of course, many of the calls and questions they handle are routine patient support. Yet many medical call centers have trained nurses on staff to assist in emergencies 24 hours a day. It’s the kind of care we all hope to have access to.

Best practices 62

Best practices Call Center Healthcare Education 62

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.

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Call Center Self service Gamification Contact Center 196

TechSee

FEBRUARY 2, 2022

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. What Is Call Center Technology? 5 Innovative Call Center Technologies in 2022. With 56.8%

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Call Center Technology Interactive Voice Response Analytics 124

Outsource Consultants

JANUARY 3, 2024

Predicting the future of the call center industry is no easy feat – it’s a complex and ever-evolving landscape. This breadth of data gives us a unique vantage point to assess and anticipate changes in the industry. We expected these centers to adjust their pricing to remain competitive with other nearshore options.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

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.

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Call Center Gamification Coaching Employee engagement 98

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

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Call Center Contact Center Abandon rate Average Handle Time 59

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

NobelBiz

MARCH 19, 2024

Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Table of Contents What is a Call Center Dashboard?

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Call Center Average Handle Time Abandon Call Contact Center 59

Fonolo

SEPTEMBER 21, 2023

Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. Your current contact center platform may have analytics features to track agent activity, but it’s not the only method available.

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Call Center Schedule adherence Average Handle Time Construction 87

VirtualPBX

JANUARY 23, 2024

Guest Blog If you deal with large volumes of data – like call centers tend to – you may find yourself a target of cyber criminals and your cybersecurity may be at risk. We’ll take a look at seven of the main ways to keep them up-to-date, but first, let’s consider what exactly cybersecurity in a call center involves.

Call Center 98

Call Center Engineering Education Best practices 98

Global Response

FEBRUARY 28, 2024

If your small business is currently experiencing these growing pains, it’s time to consider partnering with a call center. In this article, we’ll explore why you need call center services, how they will benefit your business, and how to choose the right one. Let’s dive in.

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

Global Response

JANUARY 22, 2024

Maisel expertly working the switchboard in the 1960s or Bob Wiley in What About Bob trying to pull a fast one on Betty, the call center representative, in the 1990s, we can picture the early days of the call center. But as technology advanced, so did the call center. This will only continue to improve.

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Call Center outsourcing Interactive Voice Response voip 62

Fonolo

AUGUST 12, 2021

High call center agent productivity is every call center manager’s dream. So many factors damper agent productivity, like high call volumes and staff turnover, both of which are only too common in the call center industry. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

Global Response

DECEMBER 21, 2023

Cultural and Language Alignment with Customers Cultural and linguistic alignment makes a massive difference in the quality of customer service provided, and it’s obvious that US-based call centers will have a stronger cultural and linguistic alignment than those that are located further away.

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Call Center outsourcing Finance Healthcare 62

Global Response

JANUARY 31, 2024

Today, we will explore how call centers in the USA have an advantage when adhering to regulatory compliance. We’ll look at several key regulations that affect call center compliance. The Do Not Call (DNC) list : Individuals can register their information on the DNC list to stop receiving telemarketing calls.

Call Center 62

Call Center Telemarketing Government Healthcare 62

Outsource Consultants

JULY 25, 2023

As artificial intelligence has become a driving force for change in various industries, the call center industry is no exception. With its ability to mimic human intelligence and process vast amounts of data, AI is transforming the way call centers operate.

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Call Center Interactive Voice Response Technology Chatbots 128