TCN

APRIL 10, 2024

Staying compliant is essential for any call center, but constantly evolving regulations and increased scrutiny. The post Common Pitfalls in Call Center Compliance and How to Avoid Them appeared first on TCN.

Call Center 52

Call Center call center software 52

Fonolo

OCTOBER 26, 2022

When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? To get a real sense of how things are going, don’t just look at your customers; look at your agents. Call center managers and leaders have some of the hardest jobs when it comes to agent engagement.

Call Center 142

Call Center Abandon rate Education Contact Center 142

Fonolo

JULY 7, 2022

Scheduling is vital to any call center leader’s job – down to the last break. If you are looking to improve call center agent productivity and optimize your contact center operations , you must learn how to calculate call center schedule adherence. What is Call Center Schedule Adherence?

Schedule adherence 141

Schedule adherence Call Center Abandon rate Wait times 141

Fonolo

SEPTEMBER 20, 2022

When it comes to delivering great customer service, call center agents need some essential soft skills that may not have been listed on their resumés. Unlike the hard skills or technical skills required to operate call center technology, soft skills relate more to an agent’s demeanor during a customer interaction.

Call Center 141

Call Center Contact Center Employee engagement Technology 141

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

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 are your main call drivers?

Interactive Voice Response 158

Interactive Voice Response Scripts Call Center Abandon rate 158

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). The Executive Guide to Improving 6 Call Center Metrics. What is a call center report?

Call Center 142

Call Center Abandon rate Contact Center Agent burnout 142

Global Response

FEBRUARY 26, 2024

In this article, we’ll look at some simple and effective ways to boost your customer service—and explore how a call center can help. Let’s explore how to improve your customer service. Develop a comprehensive online knowledge base , FAQs, and how-to guides to empower customers to solve problems independently.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Fonolo

AUGUST 4, 2022

Imagine a month of perfect performance at a call center: Agents take incoming phone calls like clockwork. Stakeholders are happy with your quarterly reports and ability to meet call center goals. You have enough staff to handle peak call volumes every day. Sounds like a call center manager’s dream, right?

Call Center 81

Call Center Abandon rate Contact Center Average Handle Time 81

Fonolo

AUGUST 25, 2022

Every contact center manager works hard to ensure agents provide excellent service, and yet, this will be your reality if you don’t create an accessible contact center. In some ways, it may have been easier to deliver accessible customer service in person, in the days before customer service agents assisted clients from a call center.

Call Center 87

Call Center Interactive Voice Response Contact Center Wait times 87

Tethr

JANUARY 31, 2024

Learn how to improve quality assurance in the call center using AI-powered conversation intelligence technology.

Call Center 83

Call Center Technology 83

Fonolo

OCTOBER 18, 2022

Agents are the key to a successful call center—that’s no secret. People management is a big part of running a successful call center, including managing employee absences, both scheduled and unscheduled. How Contact Centers Can Cope with the Labor Shortage. Calculating Absenteeism in the Call Center.

Call Center 87

Call Center Abandon rate Metrics Contact Center 87

Global Response

SEPTEMBER 11, 2023

Choosing a call center provider is a difficult task—and it’s one that comes with a lot of responsibility. A call center can make or break your customer service, as well as significantly impact the reputation of your brand. Obviously, you can’t offload that role to the first call center you come across.

Call Center 62

Call Center outsourcing Telemarketing Bilingual agents 62

Fonolo

MAY 27, 2021

Engagement is especially important for call centers, since staff turnover is typically high. Research shows that customer complaints, poor morale, and low pay all attribute to high turnover rates in the call center industry. Example Questions for a Call Center Agent Engagement Survey. Shorter is better.

Call Center 136

Call Center Surveys Coaching Best practices 136

Tethr

NOVEMBER 22, 2022

Are you really coaching your call center agents? Here's how to be a good call center coach. Or are you just managing performance?

Coaching 103

Coaching Call Center Management 103

Global Response

AUGUST 7, 2023

There’s a lot of discussion about employee empowerment today, but call center agents are a unique type of employee with unique roles and needs. So, how do you create empowered call center agents who can deliver great service day-in and day-out? What does empowerment look like when it comes to their role?

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

TeleDirect

FEBRUARY 10, 2021

Is your call center suffering from a high turnover rate and disengaged clients? The call center as a whole is invariably plagued by the proverbial revolving door of representatives. Yet some contact centers, individually, manage to retain their top talent. What separates the haves from the have-nots?

Call Center 117

Call Center Business Process Outsourcing outsourcing Benchmark 117

Global Response

MARCH 27, 2024

Call centers are increasingly turning to big data analytics as a pivotal tool for optimization. Today, we’ll explore the cutting-edge techniques and strategies at the intersection of big data analytics and call center operations. Understanding big data analytics in call centers First off, what is big data analytics?

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Fonolo

MAY 25, 2022

From agent hiring and training to in-house IT support, marketing, and HR, call center costs quickly add up. Though some folks believe cutting corners on equipment is a great way to save your call center some cash, we beg to differ. When it comes to reducing call center costs, start here.

Call Center 87

Call Center Technology First call resolution outsourcing 87

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 104

Best practices Call Center Interactive Voice Response First call resolution 104

JustCall

MAY 26, 2022

10-minute guide to Setup Call Center for under $200. If you are planning to setup call center for giving support or handle inbound sales queries, here is your guide to set up a call center in minutes for under $200. Depending upon your call center size, you can pick a plan starting from $29/month.

Call Center 98

Call Center Inbound sales Call Logging CRM 98

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 Coaching Gamification 141

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.

Call Center 75

Call Center outsourcing Enterprise Customer Service 75

Tethr

MAY 19, 2023

Traditional call center QA audits focus on less than 1% of calls. However, Tethr will automate call center QA with 100% of calls analyzed.

Call Center 62

Call Center 62

SQM Group

MARCH 1, 2024

Discover how to transform call center underperformers into top assets through training, mentorship, and continuous feedback.

Call Center 52

Call Center Feedback 52

Fonolo

MARCH 17, 2022

At first glance, a call center manager job may seem easy compared to the agents they oversee. After all, they are not the ones who have to navigate call center software, ensure customer satisfaction, and take all the phone calls. Industry Report: State of the Contact Center 2022. Clear communication.

Call Center 91

Call Center Management call center software Average Handle Time 91

Fonolo

SEPTEMBER 21, 2021

As a call center leader, you rely on your call center managers to ensure everything runs smoothly. All companies have different methods for measuring call center performance, including productivity and efficacy of operations. But, who evaluates the call center manager? DID YOU KNOW?

Call Center 81

Call Center Abandon rate Management First call resolution 81

Fonolo

NOVEMBER 22, 2022

Fortunately, e-learning has made call center management courses more accessible than ever. Contact Center Trends 2023. Who Should Take Call Center Management Courses? Who Should Take Call Center Management Courses? Top 7 Call Center Management Courses.

Call Center 147

Call Center Management Benchmark Contact Center 147

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. How to Buy Contact Center Software.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

Tethr

MAY 21, 2023

A short call isn't everything. Learn how to evaluate call center agent performance using the metrics that really matter in this quick guide.

Call Center 62

Call Center Metrics 62