NobelBiz

MARCH 6, 2023

As soon as a call is answered, the software determines whether a live person or an answering machine/voicemail system is on the other end. If a live person answers the call, the software immediately connects the call to an available agent. Am I calling existing customers, prospects, or a mix of both?

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Hodusoft

JUNE 7, 2024

The way a call center is managed goes a long way in determining its success or failure. In this blog, we have highlighted how call center management can be made seamless using call center software or contact center software while tracking essential metrics and executing standard call center management practices.

Best practices 52

Best practices Call Center Omni-channel support Management 52

SharpenCX

JUNE 12, 2023

Now, as corporations move to permanent remote and hybrid work models, it may seem difficult to keep your team as connected and productive as they are in person. The Era of Remote Work In-person contact center teams have slowly crept back to the office since the pandemic. Conduct routine meetings. Conduct routine meetings.

Coaching 67

Coaching Morale Contact center software Call Center 67

SharpenCX

AUGUST 21, 2023

First, assess what a “good” first impression means to you and your customers. Fast resolution times? Then, make it SMART by setting smaller goals and adding in KPIs and parameters: “Increase first call resolution by X% within Y [days, months, years].” Add customization and personalization. The result?

Call Center 67

Call Center First call resolution Contact Center Contact center software 67

NobelBiz

JULY 25, 2023

Discover the transformative potential of data-driven decision-making and personalized interactions that cultivate lasting relationships with customers. Feedback Forms: Post-call or post-chat surveys and feedback forms provide direct customer insights which are then fed into the analytics system.

Analytics 98

Analytics Call Center Scripts Contact center software 98

Fonolo

FEBRUARY 7, 2013

And the worst of it is, consumers are getting more and more impatient on calls. A 2014 AMEX survey found that the maximum amount of time customers are willing to wait is 13 minutes. Popular related content: 4 Metrics Your Call Center Needs to Track in 2020. This is exactly why consumers hate having to phone a call center.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

aircall

MARCH 15, 2021

Each person gets to contribute something, and both parties feel they’ve been heard and understood. . With that in mind, let’s look at the role of phone service in the customer experience, why it’s an essential part of customer support experience as a whole, and how to personalize calls to improve the customer experience.

call center software 62

call center software Call Center Contact center software Feedback 62

SharpenCX

MAY 10, 2022

Two-thirds of people in a customer service survey by Arise said they wouldn’t wait more than two minutes before hanging up. That’s why in-person and remote work agents alike benefit from automation that connects customers with the best available agents for their inquiries. Contact Center Automation Trends.

Contact Center 76

Contact Center Morale call center software Chatbots 76

JustCall

MARCH 7, 2023

A dedicated contact center solution strives to meet around 90% of its customer support requirements. With contact center omnichannel software, achieving this is much easier than you can imagine. Recent surveys reveal that brands using omnichannel have a 90% higher customer retention rate than a single channel.

Contact Center 52

Contact Center Contact center software contact center solutions Telemarketing 52

NobelBiz

APRIL 5, 2022

Implement a successful strategy IVR Customers frequently describe a disappointing experience as a result of an inefficient Interactive Voice Response (IVR) system that provides unclear alternatives, routes their call to the incorrect persons, or misinterprets their input. Use it to boost customer satisfaction.

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

SharpenCX

APRIL 14, 2020

Resolving an issue on first contact is so important. Many claim that first call resolution is the single most important KPI related to a customer’s level of satisfaction with a company. Keep track of your agent retention, turnover rates, and levels of absenteeism in your contact center.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

NobelBiz

FEBRUARY 27, 2023

Success is a concept whose meaning varies from person to person. It is purely subjective and can mean a myriad of things, as what is considered successful for one person may not be the same for the other. On a broad scale, success is defined as achieving a desired goal or outcome, either on a personal or a professional level.

Contact Center 52

Contact Center Self service Metrics Wait times 52

SharpenCX

MARCH 10, 2020

You’re praised for your low Average Handle Time, high First Call Resolution, and outstanding CSAT Scores. And after a year of dedication, you’re promoted to manager of your call center. It takes an even-keeled person to take on the anxiety of customer service work. You’re a top performer.

Call Center 67

Call Center Management Coaching Metrics 67

NobelBiz

MAY 2, 2022

Call routing lets you make sure that every customer gets their questions answered quickly and efficiently, while also making it more likely that they’ll return to your company in the future. Call routing is an effective approach for improving customer service efficiency.

Contact Center 52

Contact Center Interactive Voice Response Wait times Telecommunications 52