VirtualPBX

APRIL 19, 2023

Managing call volume is a critical aspect of running any business that relies on phone communication. Whether you are a customer service representative, sales professional, or running a call center, you need to be equipped with the right strategies to handle incoming calls efficiently. What is Call Volume?

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Management Wait times Self service Call Center 97

Customer Contact Central Submitted Articles

OCTOBER 11, 2021

Call centers have experienced a dramatic increase in call volume over the last year and half since the onset of the pandemic. Managing high call volume has impacted contact center performance and call center metrics by driving up average handling time.

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Average Handle Time Management Wait times Contact Center 130

Callminer

JULY 11, 2022

Read this post to learn tips and best practices for managing a remote call center.

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Best practices Call Center Management 182

Callminer

JULY 28, 2021

Call center management software makes it possible to optimize and improve a growing contact center. Here are tips that help you choose the best software for your own contact center.

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Call Center Management Contact Center 182

ShepHyken

JUNE 4, 2021

This week we feature an article by Pratik Salia, a CX professional and Assistant General Manager at Knowmax. He discusses why first call resolution is important and what companies can do to resolve their customers’ queries in the first call. What is first-call resolution (FCR)?

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SQM Group

SEPTEMBER 6, 2023

Prevent your customers from leaving and doing business with your competitors by learning to manage customer expectations in your call center.

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Call Center Management 95

Avoxi

MARCH 30, 2023

Call spikes happen. Learn easy call queue management strategies to get your contact center call queues under control. Don't panic!

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Avoxi

FEBRUARY 22, 2022

Building a Modern Call Strategy: 6 Call Management Mobile App Benefits Easily build an effective modern strategy with a phone app for inbound and outbound calls! That’s how many employees want the option to… The post Building a Modern Call Strategy: 6 Call Management Mobile App Benefits appeared first on AVOXI.

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Management Contact Center 118

Tethr

MAY 28, 2023

Check out these tips for managing remote call center agents. Wondering how to keep up with your new remote teams?

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Call Center Management 90

Fonolo

NOVEMBER 15, 2022

They’re a staple of almost every workplace, and call centers are no exception. Performance reviews are an opportunity for management to evaluate, assess, and lead their team members cohesively in the right direction. Call Center Managers: How to Conduct a Performance Review. Ah, performance reviews. Identifying Strengths.

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Call Center Management Average Handle Time Employee engagement 127

Callminer

MARCH 30, 2020

Managing a call center caught up in the uncertainty of a worldwide pandemic is no small feat. Internal chat systems for employees are a must, as are management monitoring tools to keep track of agent performance. Make Lulls in Response Time Clear to Customers. Tips to Leverage a Remote Workforce.

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Best practices Contact Center Call Center Interactive Voice Response 207

JustCall

OCTOBER 19, 2023

In a world where 44% of customers get annoyed or irritated if they are kept on hold for 5 to 15 minutes and about 90% believe that immediate response is essential, call center agents are bound to feel overwhelmed and pressured. About 22% of customers think wait times are too long, which leads to high call abandonment rates.

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Call Center Management Real estate Wait times 52

Fonolo

MARCH 3, 2022

Call center management requires high levels of attention, coordination, and strategy, especially as remote work environments become more and more of a reality. . It is clear that completely outsourced, work-from-home, and hybrid models are all common call center scenarios these days. . What is Call Center Management?

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virtual call center Call Center Management call center software 87

Customer Contact Central Submitted Articles

OCTOBER 10, 2022

Read this post to learn tips and best practices for managing a remote call center.

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Best practices Call Center Management 130

Expivia

MARCH 11, 2021

How do you make sure you have the right number of agents on call? Your call center’s success depends on it. Follow these call center workforce management best practices to find out how to staff your contact center the right way. What Is Call Center Workforce Management? More calls around Black Friday?

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call center workforce Call Center Management Average Handle Time 98

Callminer

FEBRUARY 1, 2018

Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that they are running a call center operation smoothly and efficiently.

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Call Center Management 182

TCN

OCTOBER 11, 2023

Effective agent management is vital to ensure your call center is operating at maximum efficiency. The post Best Practices for Workforce Management in Call Centers appeared first on TCN.

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Best practices Call Center Management 59

Global Response

OCTOBER 2, 2023

Managing the reputation of your brand isn’t easy—and when you add the internet into the mix, it gets ever harder. The volume of online interactions can be impossible for small teams to manage. The volume of online interactions can be impossible for small teams to manage.

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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? Top KPIs for call center managers.

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CSM Magazine

JANUARY 9, 2023

Business managers and CEOs understand the importance of good customer satisfaction. Without proper customer relationship management, a company can attract lots of negative customer reviews. This guide covers some ways of improving customer relationship management with phone calls. Using Interactive Voice Response Systems.

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Interactive Voice Response Management CRM Wait times 93

Etech

FEBRUARY 18, 2020

Project management is the backbone of businesses. Managers are responsible for more than just managing people. To add to the need for managing regular business operations, there are often separate projects that require special attention, such as starting a new marketing project for a call center. Project Planning.

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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. Call Center Management Duties. Hiring and onboarding call center agents.

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Call Center Management call center software Average Handle Time 91

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). But getting to this nirvana is no picnic.

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Global Response

MAY 1, 2023

Is workforce management really necessary for call centers? The short answer is yes, but if you’re currently swimming in a sea of workforce management softwares, or looking for ways to make your call center processes more efficient, it might seem overwhelming. But first, what exactly is workforce management (WFM)?

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Tethr

MAY 29, 2023

Working with a WFH call center is our new reality. Check out these nine ways to make managing work from home call center employees a breeze.

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Call Center Management 88

Fonolo

APRIL 19, 2022

Staffing and scheduling in the call center is much easier said than done. Try aligning time-off requests with operational needs, or managing agent availabilities with unexpectedly high call volumes, and you’ll quickly understand how tall an order this can be. Why is Call Center Scheduling Important?

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Callminer

MARCH 20, 2017

Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor, and it’s up to you as a manager to cultivate a positive working atmosphere, foster a sense of ownership, and motivate your team to succeed.

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Call Center Metrics Management Technology 260

Fonolo

MARCH 29, 2022

What does efficiency mean to call center leaders? Perhaps it’s reducing the volume of customer escalations, or improving certain performance metrics like Average Handle Time or First Call Resolution. There’s a lot that goes into running an efficient call center. Why workforce management?

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Call Center call center workforce Management Average Handle Time 81

Spearline

FEBRUARY 10, 2022

The rise of cloud telephony software such as Webex Calling and MS Teams We previously wrote about the benefits and challenges of cloud PBX. With such a dependence on these solutions, the need to manage cloud telephony call quality is more important than ever. Cloud telephony services can be web- or applications-based.

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Management Telecommunications Enterprise Interactive Voice Response 98

Calltools

JUNE 28, 2023

No matter how much effort you devote to streamlining your processes, your call center will probably experience high call volume periods. Unexpected peaks in call volume make it harder to address customer needs and meet KPIs. Create a plan now so you can handle high call volumes when they occur.

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Interactive Voice Response Management Real estate Abandon rate 52