Babelforce

MAY 6, 2021

We share some research-backed strategies for this later in the article. Think about this statistic: in the average call, agents spend 75% of the time on manual research. Use Natural Language Understanding (NLU) to listen to the call and provide agents with prompts about relevant actions. Download the eBook right here !

Technology 52

Technology Call Center Contact Center Contact center software 52

Comm100

JANUARY 11, 2018

KPIs and Analytics drive call centers as much as the people taking the calls. While data may be critical for the call center , we cannot overlook the often-ignored impact of feedback obtained from clients and customers directly. The other way of getting call center feedback is by using hard copy questionnaires.

Call Center 41

Call Center Surveys Feedback Morale 41

Fonolo

JANUARY 31, 2018

If this topic interests you, you might want to check-out our post from 2 weeks ago The Hidden Power Structure of Cloud-Based Call Centers. Who wrote it: Sheila McGee-Smith (one of our Call Center Top Analysts ), sponsored by NICE. For more on this topic, see our eBook Guide to Call Center Metrics.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Noble Systems

MARCH 22, 2021

For many healthcare organizations, the call center is a patient’s first point of contact. Whether fielding inquiries, resolving issues, scheduling appointments, or administering triage, it is the agent’s responsibility to ensure that the patient interaction is positive. 6 Healthcare Call Center Technologies.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

SharpenCX

APRIL 8, 2020

Download Now: Use customer data to fuel better customer experience strategies. Research says American consumers spend an average of 13 hours a year waiting in a call queue. Turns out, much of your customer frustration steeps in your interaction queues while agents wait to step up to bat. The answer lies in simplicity.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

Babelforce

APRIL 28, 2021

As the front line between your company and customers, contact centers are key to fostering this loyalty. This article will explore six easy-to-implement call center customer service tips to improve your support. 6 easy-to-implement call center customer service tips. #1 1 Reduce hold time with virtual queuing.

Call Center 52

Call Center Average Handle Time Customer Service Interactive Voice Response 52

SharpenCX

JUNE 23, 2021

This guide digs into some of the essential contact center metrics to look out for, so you can pick and choose which ones need your focus. Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Help Scout

AUGUST 11, 2021

Reading about the tools and techniques that other companies are using to provide excellent experiences helps inform your team and strategy on doing the same. Ebooks around topics like compensation and management. Aggregated “toolkits” of paired blog posts, webinars, and ebooks. Call Center. Contact Center.

Customer Service 80

Customer Service Coaching Education Best practices 80

NobelBiz

JANUARY 30, 2024

Are you struggling with overcoming Call Blocking for your Call Center Business? It’s clear by now that maintaining uninterrupted channels for outbound calling is vital for any business that is aiming to grow, especially call centers. Table of Contents What is Call Blocking?

Call Center 103

Call Center Interactive Voice Response Telecommunications Contact Center 103

SharpenCX

MARCH 24, 2020

Getting benchmark data for your own contact center, then working to improve against those metrics, is crucial to better serving customers. But, it’s important to keep your direct competition in mind when looking at call center metrics & industry standards, too. Overall U.S. Or, maybe your service lacks a personal touch.

industry standards 52

industry standards Metrics Call Center Wait times 52

Noble Systems

MAY 20, 2021

Voice Technologies encompass a broad scope, from speech and analytics engines, IVR, and self-service solutions including chatbots, headphones, and voice-activated applications and services that maximize NLP, NLU, NLG, AI, and more. A conversation with Chris Hodges and Ellwood Neuer at Noble Systems. Missed part 1? Read it now.).

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

BlueOcean

MARCH 31, 2021

44% saw an increase in email communication, 29% saw an increased use of their IVR, 26% saw a greater use in their online livechat tools, and 20% saw more text/SMS use. In these cases, what strategies can contact centers use for forecasting? The aforementioned Noble Systems report saw increases across the board.

Customer Care 62

Customer Care Self service Contact Center Healthcare 62

NobelBiz

MAY 24, 2021

Since both strategies have distinct benefits, pitting them against one another is inappropriate. What are the types of call center technologies? There is a lot of confusion about cloud-based contact centers and traditional on-premise call centers. Some people think the two can work together.

Cloud contact 52

Cloud contact Contact Center call center software SaaS 52

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. How can I fix it?

Best practices 45

Best practices Contact Center Management outsourcing 45