Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. How are managers delivering coaching?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Hodusoft

JANUARY 3, 2024

Several key players thought that if contact center software is hosted in the cloud it would be extremely beneficial for businesses that don’t intend to install on-premise solutions. That led to the exploration of the idea of having agents access the contact center software through the Internet.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

Call Experts

OCTOBER 5, 2023

Your Business Needs Before you start evaluating contact center options, it’s crucial to understand your business needs. Do you need multichannel support (phone, email, chat, social media)? By clarifying your business needs upfront, you can better align your choices with the contact center solutions that meet those needs.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Call Experts

APRIL 8, 2024

Your Business Needs Before you start evaluating contact center options, it’s crucial to understand your business needs. Do you need multichannel support (phone, email, chat, social media)? By clarifying your business needs upfront, you can better align your choices with the contact center solutions that meet those needs.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

SharpenCX

JANUARY 15, 2020

Download Now: Get 7 actionable tips to improve coaching and training for better CSAT. They know the difference between multichannel and omnichannel. In seconds, I got access to a mobile app, an FAQ page, and a direct line of contact to the service department. There’s a lot to love about Alaska Airlines.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

NobelBiz

JUNE 5, 2023

An outbound lead generation call center can deliver personalized experiences by treating every interaction as an opportunity to understand and meet the unique needs of each prospect. In short, you can measure the performance of an outbound call center by two means: either judging by the call quality or coaching call agents.

Call Center 52

Call Center Scripts CRM Contact Center 52

NobelBiz

MAY 2, 2023

Low Conversion Rates Low conversion rates may result from untrained agents, lack of a compelling value proposition, the inability to establish rapport with prospects, and last but not least, a subpar CRM that is not in sync with your contact center software.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52