Balto

JUNE 13, 2022

On the flip side, we also need to keep an eye on escalations and manager requests. When customers ask to speak to a manager, they’re usually not happy. So, as we continue our KPI series over the coming weeks, in this article we’re going to focus on manager requests and how to reduce them. Better Training.

Management 52

Management Contact center software Coaching Contact Center 52

aircall

OCTOBER 20, 2021

You might be surprised by how much productivity you could claw back with some judicious calendar management. Effective calendar management demands the right tool. For Jennifer Chew, Aircall’s Senior Integrations Product Marketing Manager, Google Calendar tops the list. “I I live and die by my Google Calendar. Batch Tasks.

Sales 62

Sales Management Call flow CRM 62

Monet Software

AUGUST 27, 2020

When you’re just getting started with quality management (QM), it can be overwhelming. Most contact center managers will run reports tracking various quality metrics over time. Although weekly and monthly trends are important management tools, it can be difficult to separate signal from noise and drive steady QM progress.

Quality management 62

Quality management Call Center Management Call flow 62

Talkdesk

JUNE 18, 2020

This is a guest blog from Amanda Verner, Marketing Manager at ProcedureFlow , a Talkdesk AppConnect partner. In the absence of co-workers, mentors or managers nearby to guide employees, the need for simple and effective knowledge management has intensified. ProcedureFlow makes your employees experts faster.

Management 63

Management Government Call flow Scripts 63

ShepHyken

JANUARY 22, 2021

However, it becomes much easier for the organization to stay in sync, aiming for clarity, transparency, and better management of the remote contact center agents. Network & Device Management. For instance, if the agents’ device is unsupportive, the manager can fetch a report to track that. Real-time Remote Monitoring.

Best practices 217

Best practices Call Center Average Handle Time virtual call center 217

HGS

SEPTEMBER 30, 2015

Managing Knowledge Transfer During Contact Center Outsourcing Transition. To augment training and coaching efforts, leverage call libraries either from the outsourcer or the internal operations team to help the agents understand what “good” sounds like and how an ideal call flow should progress. Posted by Marsha Eisnor.

outsourcing 100

outsourcing Contact Center Management Coaching 100

Quality Contact Solutions

MARCH 18, 2021

By Alejandra Gerbe, Operations Manager Finding the right inbound call center outsourcing partner can be a daunting decision for many businesses, but it does not have to be. Quality Contact Solutions understands the intricacies and nuances that come with leading an inbound call center.

outsourcing 98

outsourcing Call Center Call flow Coaching 98

Interactions

JULY 8, 2021

There are vendors who build, implement, and offer a managed service for the lifetime of the application. So what makes a managed service a better choice when implementing Conversational AI especially when it involves customer experience? There are vendors who build and implement these applications.

Management 62

Management Call flow Customer Care Self service 62

Spearline

OCTOBER 18, 2021

With Spearline’s standard conference test you can test for any issues on your customers experience by replicating your customers’ call flow allowing you to you will identify these issues before your customer does, putting the power in your hands Contact Spearline today for a free live trial.

Call flow 98

Call flow Customer Experience Management 98

Blueship Call Center

APRIL 5, 2021

The proficiency of agents, the motivational ability of managers, the scrupulous fault-finding approach of Quality Analysts and the dedication of trainers are some of the factors responsible for the quality of call center services. However, one aspect that does not get the due consideration it deserves is call management.

outsourcing 40

outsourcing Call Center Management Interactive Voice Response 40

Call Design

JULY 7, 2020

Targets are often set for individuals to maximize performance, keep hold and wrap times low, or manage talk times but still provide excellent customer service. Any change to call flow or products and services offered can lead to a change in handle time duration.

Average Handle Time 179

Average Handle Time Call flow Personalization Management 179

OctopusTech

MAY 5, 2020

Managing the Remote Team. With the use of proper technology and support from the management team, agents can handle this increased workload and pressure. The use of a dedicated CRM and cloud-based dialer system can make handling the call flow easier. Lack of Guidance and Supervision.

Customer Support 62

Customer Support Management Call flow Call Center 62

VirtualPBX

MARCH 3, 2023

Webhooks can be managed with some applications directly and can also be used in automation tools like Zapier, N8N, and others. These are assigned to the VirtualPBX agent that took the call and associated with the customer account and caller to keep a helpful history. We even use it ourselves, and will help you build custom automations!

Customer Service 98

Customer Service Call flow voip CRM 98

SmartAction

APRIL 11, 2024

When designing your call flow, there are some essential things to keep in mind to provide an optimized experience. We partner with you to implement conversational voice assistants that are finely tuned to manage automated voice at scale so your agents can offer white glove treatment for more complex issues.

Virtual Agent 67

Virtual Agent Interactive Voice Response Call flow Contact Center 67

Spearline

JULY 28, 2022

The Cloud PBX Voice Quality Test will replicate your call flow to or from your Cloud PBX provider. Whether the PBX technology is MS Teams Direct Routing or Operator Connect, Webex Calling, RingCentral Phone, or something else, inbound and outbound call quality can be tested in almost any country you need.

Call flow 98

Call flow Enterprise Technology Management 98

Spearline

JULY 28, 2022

The MS Teams Voice Quality Test will replicate your call flow to or from your Cloud PBX provider. Whether the PBX technology is MS Teams Direct Routing or Operator Connect, Webex Calling, RingCentral Phone, or something else, inbound and outbound call quality can be tested in almost any country you need.

Call flow 97

Call flow Enterprise Technology Management 97

Babelforce

AUGUST 4, 2023

When it comes to customer support, answering a call blind is never ideal. But it wouldn’t really be practical for the call center manager to hover over each agent coaching them on the right way to approach each customer. Luckily, call whispering is the next best thing (and far less unnerving!) Quality assurance.

Call Center 52

Call Center Call flow Coaching call center software 52

Talkdesk

MARCH 12, 2021

In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice. Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018. Manage complex call flow designs.

Call flow 91

Call flow Abandon rate Contact Center industry standards 91

Spearline

JANUARY 6, 2022

Cloud migrations are on the agenda The global pandemic has accelerated call center cloud migration for many organizations. Businesses have faced difficult market circumstances and workforce management challenges. Contact center management is looking to connect regional centers and partner with BPOs.

Call flow 122

Call flow Contact Center Benchmark contact center solutions 122

NobelBiz

FEBRUARY 14, 2023

Knowledge Management Systems: These systems store and organize information and can provide agents with quick access to the information they need to handle customer inquiries, reducing the time spent searching for information. This may include IVR systems, chatbots, call scripting software, and knowledge management systems.

Contact Center 52

Contact Center Call flow Scripts Interactive Voice Response 52

Spearline

JANUARY 21, 2021

To stay ahead of the competition, businesses depend on clear communication channels in their customer interactions, and more and more are taking a truly proactive approach to audio quality management. How can a business be proactive through understanding the customer call flow and detect variations? Latency test.

Call flow 78

Call flow Quality management Management Personalization 78

Hodusoft

APRIL 17, 2024

Chart Out Entire Call Flow A visual chart of the entire call flow can help in understanding how a majority of calls are likely to start and various individual call transfer options. This will help organizations to be prepared for all eventualities.

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

VirtualPBX

SEPTEMBER 24, 2021

Furthermore, you’ll have the ability to direct callers to a default call flow such as an assistant or voicemail box. Automations are essential for efficient workflows and time management. Additionally, our Salesforce Integration makes it easy to click-to-call leads, schedule follow-ups, and input call notes.

voip 98

voip Call Logging Telecommunications Call flow 98

Balto

JULY 27, 2023

Complex, large-scale conversational AI deployments can take a long time to build out the call flows or fine-tune the existing call flows. Plan for Change Management Change management is a tricky business. This shouldn’t scare you away from AI. It could be the best technology ever, but people won’t use it.

Contact Center 52

Contact Center Call flow Interactive Voice Response Metrics 52

BlueOcean

OCTOBER 7, 2021

Call Centers Go with the Flow. Call flow is also changing as a result of these shifting customer expectations. When a new international route opened up that required a passport number to confirm a reservation, that input box was added to the end of the agent call flow. The Current State of Self-Serve.

Customer Experience 87

Customer Experience Call flow Interactive Voice Response Call Center 87

DMG Consulting

OCTOBER 6, 2023

Some of the more common applications for generative AI are: Self-service solutions – utilized in intelligent virtual agents (IVAs) and bots for system testing, identifying and building intents, composing conversation responses, sentiment detection, and more Omnichannel routing – enable behavioral, preference, data-driven, and propensity-based routing (..)

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

Uniphore

JANUARY 21, 2022

Before looking at technological capabilities, consider these top five evaluation criteria for conversational automation: Call flow management Long call times and complex processes have long plagued healthcare CX journeys, dragging down consumer and employee experiences alike.

Healthcare 59

Healthcare Call flow Average Handle Time First call resolution 59

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? The result to the bottom line? Lost productivity due to unengaged agents doubles these loss estimates.

Quality management 40

Quality management Management Scripts Call flow 40

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

Enghouse Interactive

MAY 21, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? Enghouse Interactive Educates – #2 in a series. Lost productivity due to unengaged agents doubles these loss estimates.

Quality management 40

Quality management Management Scripts Call flow 40

SmartAction

NOVEMBER 8, 2023

When designing your call flow, there are some essential things to keep in mind to provide an optimized experience. We partner with you to implement conversational voice assistants that are finely tuned to manage automated voice at scale so your agents can offer white glove treatment for more complex issues.

Virtual Agent 86

Virtual Agent Interactive Voice Response Call flow Contact Center 86

Spearline

JULY 5, 2022

This ensures the audio prompts playing at each stage of a call flow are playing correctly and utilizing the desired audio. If you are an existing Spearline customer and would like to find out more about our new IVR testing solutions and how they can benefit your organization, please get in contact with your Customer Engagement Manager.

Interactive Voice Response 98

Interactive Voice Response Call flow Contact Center Technology 98

Spearline

MARCH 1, 2022

Your contact numbers support sales orders and customer management. Which is why it’s vital that you proactively monitor and test calls. In addition to agent-customer conversations, voice analytics, voice-bot call flows, and true interactive voice response (IVR) have a fundamental need for good audio.

Interactive Voice Response 111

Interactive Voice Response Telecommunications Call flow Banking 111

Hodusoft

JUNE 7, 2023

Read the blog post to know more about Session Initiation Protocol, how SIP works, the features of SIP, differences between SIP and VoIP, the benefits of SIP, SIP call flow, the importance of SIP, an example of an SIP, the difference between SIP-I and SIP-T, and the difference between SIP trunk and SIP session.

voip 52

voip Call flow Transportation Telecommunications 52

3CLogic

OCTOBER 7, 2020

In many cases, the consolidation of services and channels can provide an immediate ROI without changing the IVR call flows and customer journeys already in place. Updating call flows is a manageable step towards digital transformation with immediate benefits to customer experience.

Interactive Voice Response 76

Interactive Voice Response Call flow Self service Enterprise 76

Spearline

NOVEMBER 17, 2022

At Spearline, we generate in-country calls that connect to your IVR menu and enter a conference call or connect to a contact center. Replicating call flows like this will reveal DTMF transmission problems and help you to isolate areas for improvement. New to Spearline?

Interactive Voice Response 52

Interactive Voice Response Telecommunications Call flow Contact Center 52

Myra Golden Media

APRIL 11, 2023

This could include a knowledge base that provides quick access to answers and solutions and a customer relationship management (CRM) system that helps agents keep track of customer interactions and preferences. Balto reminds agents of your call flow so they stay on track and effectively carry out conversations — in English or Spanish.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156