Noble Systems

MARCH 19, 2021

The strategies that big enterprises use aren’t always the right fit for smaller companies. Call Center Software for SMB. These teams can benefit greatly from call center solutions for small business that can help them manage customer contacts and improve SMB customer service delivery. Auto-Attendant and IVR.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Uniphore

JUNE 10, 2021

Here are 10 ways the best call centers are thriving in the new normal while others are struggling to survive. Download eBook. Use Self-Service to Handle High Call Volume. In the early days of the pandemic, call volume spiked significantly. 4 Ways Knowledge Management is Failing Your Call Center.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

SharpenCX

MARCH 25, 2021

Ramping up quality management in your call center is crucial to keeping performance high and teams operating in sync, no matter where they’re working. That’s why I’m diving in on how to use speech analytics to improve coaching and engagement in your call center. . What can speech analytics do for my call center?

Coaching 67

Coaching Analytics Call Center Quality management 67

SharpenCX

AUGUST 4, 2021

When businesses focus on improving their customer experience and service strategy, they can see up to an 80% increase in revenue. . But, over time, your once-polished customer service strategy grows stale. You don’t have the capacity to start from scratch to revamp your customer experience and build an entirely new service strategy.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

SharpenCX

JUNE 22, 2021

Designing an effective training program in a call center is no easy task. Well-trained call center agents are essential to your customer loyalty. Does your call center training program meet standards? A study by EJBO critiqued call center training programs. Every time. Seems positive, right?

Call Center 67

Call Center Coaching Analytics Employee engagement 67

SharpenCX

MARCH 30, 2021

Omnichannel strategy. If you’re a contact center leader, you probably hear – and use – these buzzwords all the time. But if you’re like most contact center leaders, you know these buzzwords carry a lot of weight. Data and analytics power your contact center. What’s more? It also reveals weak spots.

Call Center 67

Call Center Technology Customer Experience Contact Center 67

aircall

JULY 7, 2021

You might think nurturing customer relationships comes down to anticipating needs and understanding behaviors, but one strategy you need to have at your disposal is thorough call center analytics. . Make your call center more agile. Let’s dive into call center analytics to get started.

Call Center 62

Call Center Analytics Self service Sales 62

Quality Contact Solutions

DECEMBER 31, 1969

Whether your organization handles all the logistics or enlists the help of call center services to augment your team’s preparation, a great deal of time and effort is spent with planning for the event such as, pre-event outreach emails and phone calls, logistics and travel expenses. Get the sales team buy-in with the plan.

Call Center 53

Call Center Telemarketing Sales Best practices 53

Noble Systems

MARCH 18, 2021

In Part 1 of this 2-part blog series, we will discuss the top trends and healthcare call center best practices to consider. Healthcare Call Center Best Practices and Trends to Consider. Healthcare Call Center Best Practices and Trends to Consider. Learn More: Solutions for Healthcare Call Centers.

Healthcare 53

Healthcare Call Center Gamification Best practices 53

SharpenCX

JUNE 10, 2021

Unfortunately, even the best call center leaders can’t get rid of the high-stress moments and angry customers agents have to face on the job. But you do have influence over making your contact center a great place to work and motivating your team. Which for many, is the best part of working in a call center.

Morale 67

Morale Call Center Contact Center Coaching 67

Fonolo

MARCH 1, 2018

Follow these 5 simple steps to give your call center the makeover it deserves. What does your call center lack? For example: If customer feedback suggests that hold times are a problem in the call center, then on the whiteboard, write down all the ways you can solve this issue. Contact Center KPI’s.

Call Center 70

Call Center Customer Service Contact Center Feedback 70

Quality Contact Solutions

DECEMBER 31, 1969

Whether your organization handles all the logistics or enlists the help of call center services to augment your team’s preparation, a great deal of time and effort is spent with planning for the event such as, pre-event outreach emails and phone calls, logistics and travel expenses. Get the sales team buy-in with the plan.

Call Center 40

Call Center Telemarketing Sales Best practices 40

Fonolo

SEPTEMBER 26, 2017

Many call center platforms today offer some form of call-back functionality. That means if your hold times are long, your callers have the option to get a call at a later time instead of waiting for an agent. You can think of this as “ASAP” call-backs. This small change in strategy is deceptively powerful.

Call Center 64

Call Center Abandon rate Abandon Call Morale 64

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. The activities in this eBook can be great training materials to improve customer service or morale in your team. Developing the CX Strategy.

Customer Experience 116

Customer Experience Morale Journey mapping Customer centricity 116

pindrop

MAY 23, 2018

This evolving criminal strategy is part of a $14 billion call center problem. From January 2016 to August 2017, call centers have experienced a 160% increase in global fraud call rate – a rise from 1 fraudulent call for every 937 calls compared to 1 in 769 calls.

Engineering 64

Engineering Call Center Banking Accountability 64

SharpenCX

MAY 11, 2021

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. Read Next] What is Micro-Learning in Your Call Center? As you know, data is the nucleus of the call center. Definition].

Coaching 67

Coaching Call Center Customer Experience Feedback 67

Beyond Philosophy

OCTOBER 11, 2018

Organizations offer some of their knowledge through free eBooks, videos, articles, and podcasts about their area of expertise to get new clients. Return labels example aside, using the principles of reciprocity in your sales strategy is a fantastic way to sell more to your customers. The reciprocity isn’t there. However, use caution.

Sales 344

Sales Call Center Marketing Personalization 344

SharpenCX

FEBRUARY 16, 2021

Here are four ways Hulu puts customer focus at the heart of their strategy–plus a few tips on how you can adopt their strategies in your own contact center. Use your call center data to identify trends and repetitive customer questions, and then beat customers to the punch with prescriptive service.

Feedback 67

Feedback Entertainment Call Center Customer Experience 67

TechSee

JULY 18, 2019

Businesses hoping to compete in this modern marketplace need to adapt their customer-facing strategies to ensure every interaction is as quick and seamless as possible. Bottom line: companies must find ways to improve customer-facing contact center processes in order to provide an effortless customer experience.

Customer Experience 207

Customer Experience Wireless Self service Contact Center 207

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. If you want to learn more about improving contact center service, then download our guide to automation. Download the eBook right here !

Technology 52

Technology Call Center Contact Center Contact center software 52

Interactions

MARCH 2, 2023

For example, there is a great deal of conversation over Frontier Airlines’ decision to close its call centers , pushing customers to digital self-service channels. Choose CX for Long-term Success Investing in customer experience can be a valuable strategy for businesses, even in tough economic times.

Airlines 62

Airlines Self service Customer retention Consulting 62

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

ClientSuccess

AUGUST 3, 2022

Traditionally used more in call centers and on support teams, First Contact Resolution Rate measures the overall percentage of customer questions that are resolved (aka answered or solved) during that initial customer interaction. eBook: Implementing Customer Success. What is a First Contact Resolution Rate?

Metrics 79

Metrics Accountability Call Center Feedback 79

Inbenta

MARCH 30, 2021

During lockdowns, workers have been unable to access their workplaces and many services have been disrupted or forced to accelerate their digital transformation strategies to keep up with market demands. Therefore, businesses must deploy seamless, omnichannel strategies when managing their automated customer service.

Marketing 136

Marketing Customer Service Self service Chatbots 136

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

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. Therefore, workforce optimization strategies should be front and center to your business goals.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

JULY 14, 2023

Here’s the blueprint for achieving greater agent productivity in your call center. Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

SharpenCX

APRIL 16, 2021

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. Use customer and agent data to improve call center performance and deliver better customer service. Nobody likes coming in last place.

Customer Service 67

Customer Service Construction Coaching Metrics 67

SharpenCX

SEPTEMBER 22, 2021

With this system of social proof, Airbnb gains the trust of millions of users worldwide. . >> Read Next: 5 Ways to Celebrate 2021 National Customer Service Week with Your Call Center Team. This strategy focuses on Airbnb’s main customer — their hosts — allowing them to shape the company’s direction.

Customer Experience 128

Customer Experience Self service Contact Center Call Center 128

Fonolo

FEBRUARY 7, 2018

Spoken built a cloud version of Avaya’s Aura Elite call center technology, so the short term motive here is immediately obvious: to quash the nagging criticism that Avaya has no cloud strategy. Avaya’s new call center, Oceana , would be more immune from this attack. I think I know… The Spoken Acquisition.

Abandon rate 65

Abandon rate Call Center Engineering Technology 65

Quiq

DECEMBER 5, 2019

Ebook: Messaging Best Practices for Credit Unions. Creditunions.com: 7 Strategies to Support Self-Service. Read "7 Strategies to Support Self Service" for the technology tips to reduce call center volume. Download the PDF. 7 Reasons Your Members Want To Text You. Your members want to text you. Download the PDF.

Self service 57

Self service Best practices Call Center Technology 57

SharpenCX

JUNE 8, 2021

Before you throw your hands up and give up on improving your call center’s customer retention, take a few minutes to read through three actionable customer retention strategies to employ as you start your journey down the roadmap to better customer loyalty. It’s important to have a data-backed strategy to align your future.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

Babelforce

SEPTEMBER 17, 2020

Your free guide to IVR automation (eBook). When a caller reaches an inbound call center , the IVR is the first system that they’re going to interact with. Gartner predicts that by 2022, 90% of corporate strategies will explicitly mention data as a critical enterprise asset. How do IVRs create problems?

Interactive Voice Response 52

Interactive Voice Response APIs Self service CRM 52

inmoment

MARCH 12, 2020

This strategy conveys a sense of security because the company has presented a solid plan that can be implemented immediately—versus developing a plan on the fly. Now is not the time for call centers to “play by the book” and enforce rigid corporate policies. Tip #3: Be Flexible.

Customer Experience 93

Customer Experience Airlines Analytics Call Center 93

SharpenCX

MAY 19, 2021

Take a look at how Grubhub is redefining the customer service game, so you can take inspiration back to your call center. 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.

Customer Service 67

Customer Service Customer Experience Call Center Accountability 67

CX Global Media

OCTOBER 22, 2018

Explore with Joe the subtle changes that you can make (and ask your agents to commit) which will make your contact center world-class. Strategies to build employee buy-in and ownership. The Leadership style that drives contact center success. The 3 C’s of a successful Contact Center.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45