Balto

AUGUST 3, 2022

As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole. Is the contact center a drain on resources, a necessary expense to manage customer needs?

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

SharpenCX

MARCH 3, 2020

Eventually, the receptionist takes your paperwork, you’re led to a desk, handed a headset and script, and you’re told — get to work! Download Now: Learn how to better coach agents with 29 tactics and facts, starting with onboarding new employees. In many contact centers, new-hire orientation can be disorienting.

Contact Center 86

Contact Center Coaching Call Center call center software 86

Tethr

JULY 11, 2019

Lutron’s contact centers take calls from many different types of customers—from retail partners that sell Lutron products to dealers, distributors, electricians that buy/sell and install products, to professional lighting designers, architects, home builders and from individual consumers (i.e.,

Contact Center 80

Contact Center Government Scripts Surveys 80

3CLogic

JUNE 23, 2023

In the contact center and service management industry, voice AI presents a tremendous opportunity to both receive and provide information to users in new ways, and ultimately deliver better services experiences. Sentiment scoring and script adherence in particular must be continually optimized. times faster than their peers.

Customer Experience 52

Customer Experience Self service Scripts Abandon rate 52

SharpenCX

MAY 16, 2022

Outbound contact centers are often considered synonymous with spammers, but when run ethically and with the right purpose, they can play a critical role in deepening your relationships with your existing customers and connecting with new ones. Inbound Vs. Outbound Contact Centers. Aim to Connect Through Strong Scripts.

Contact Center 67

Contact Center Scripts Call Center call center software 67

AWS Machine Learning

DECEMBER 21, 2023

Despite contact centers being under constant pressure to do more with less while improving customer experiences, 80% of companies plan to increase their level of investment in Customer Experience (CX) to provide a differentiated customer experience. Typically, call scripts guide agents through calls and outline addressing issues.

Contact Center 89

Contact Center Scripts Interactive Voice Response contact center solutions 89

Vistio

JUNE 10, 2022

I’ve been in the contact center consulting space for almost my entire career, which is now, I hate to say it, about 30 years. Further Reading: The Key to Contact Center Success in 2022: Focus on Process. And from there, what would be the steps to ensure the contact center could deliver excellent customer service? .

Consulting 52

Consulting Consulting Best practices outsourcing 52

NobelBiz

JULY 25, 2023

Christian Montes, Executive Vice President of Client Operations @NobelBiz The Multifaceted Channels of Interaction In a contact center, customer interactions unfold across a myriad of channels, each holding a unique treasure trove of insights.

Analytics 98

Analytics Call Center Scripts Contact center software 98

Balto

SEPTEMBER 18, 2023

Real-time agent assist software has provided contact center teams with an innovative, data-driven AI-powered solution that instantly guides agents during live calls, ensuring the best outcomes for your customers. Real-time agent assist is a software solution that supports contact center agents during live calls.

Interactive Voice Response 52

Interactive Voice Response Scripts Contact Center Coaching 52

JustCall

DECEMBER 1, 2022

AHT is an important metric to calculate when determining the number of agents needed in the contact center if you do a gain-use calculator. Why Is ACW Call Center Important? ACW is an essential KPI because it directly impacts contact center efficiency. What Are The Steps To Complete The ACW ? Report Process Issues.

Call Center 52

Call Center CRM Coaching Contact Center 52

aircall

FEBRUARY 26, 2021

We’re going to take a deeper look at the role of a financial services sales agent and how maintaining an efficient and organized contact center can help you better assist your customers, leading to improved sales performance and higher customer satisfaction. What Does a Financial Services Sales Agent Do?

Sales 62

Sales call center software Banking Call Center 62

SharpenCX

JANUARY 14, 2020

And, the finance team tells you “There’s no room in the budget for that” whenever you mention getting more resources for call center improvements. Download Now: Learn 29 best practices and coaching techniques for running your call center. You want to make regular contact with your customers throughout their journey.

Call Center 76

Call Center Customer Service Morale Finance 76

Callminer

MARCH 6, 2020

Of course, no one will ever know absolutely everything about the product, and neither will they be able to have a pre-scripted answer to every question. Through her coaching engagements, Irina empowers her clients to show up for themselves and become better at what they do. Guidelines are needed, of course. Sue Andrews. KISfinance.

Management 207

Management Customer Service Consulting Consulting 207

Callminer

MARCH 6, 2020

Of course, no one will ever know absolutely everything about the product, and neither will they be able to have a pre-scripted answer to every question. Through her coaching engagements, Irina empowers her clients to show up for themselves and become better at what they do. Guidelines are needed, of course. Sue Andrews. KISfinance.

Management 182

Management Customer Service Consulting Consulting 182

Enghouse Interactive

FEBRUARY 18, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. Being able to immediately engage with Finance or Accounting, or to pull in an expert from anywhere within the organization, increases the probability of getting the order or resolving an issue efficiently.

Contact Center 56

Contact Center Analytics Self service Finance 56