CSM Magazine

FEBRUARY 12, 2024

Understanding Outbound Voice Communication At its core, outbound voice communication involves proactive contact with customers or prospects through calls initiated by the business. This method is not just about sales; it’s an opportunity to provide value, gather feedback, and build lasting relationships.

Contact center software 52

Contact center software Scripts Contact Center Consulting 52

NobelBiz

FEBRUARY 14, 2023

Dead air time refers to the period of inactivity during customer interaction in a contact center; the time between when an agent finishes speaking and when the customer begins speaking or vice versa. Provide regular coaching and feedback to help agents improve their skills.

Contact Center 52

Contact Center Call flow Scripts Interactive Voice Response 52

Natalie Petouhof

OCTOBER 19, 2016

Tweet Constellation Research is launching a new program, and I’m happy to share that the vendors that have been listed on the Constellation ShortList ™ for Customer Service and Contact Center Software. phone, tablet, email, chat, text, website, Facebook, other social networks).

Contact center software 45

Contact center software Contact Center Customer Service Interactive Voice Response 45

VocalCom

JULY 22, 2019

Call scripts help agents feel prepared when customers call your brand for service. Here are six golden rules for creating call scripts that satisfy your customers’ needs while still providing a gentle human touch. Abandon the script when necessary. Test call scripts regularly.

Scripts 63

Scripts Contact center software CRM Wait times 63

Call Experts

JULY 28, 2022

Contact center support is a vital part of any business. A contact center can help save you time and money while delivering outstanding service to your customers. The right contact center will improve customer satisfaction , which leads to increased sales and profitability. What Is A Contact Center?

Contact Center 52

Contact Center Interactive Voice Response Scripts outsourcing 52

Calltools

OCTOBER 19, 2022

The holiday season — less than seven weeks away now — is almost always the busiest time of the year for contact centers. This year will likely be the same, so contact center managers must prepare for the holiday rush. Follow these nine holiday contact center tips! Train Contact Center Agents.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

NobelBiz

MARCH 14, 2023

Debt collection agencies and contact centers are subject to strict regulations and laws governing their operations. One of the major issues faced by debt collection agencies and contact centers when it comes to compliance is the lack of the right solutions to be compliant. And pay extra attention to it.

Contact Center 52

Contact Center Scripts Call Center Government 52

Balto

MAY 13, 2022

So much of the emphasis in contact centers is on providing the support and service that produce high customer satisfaction. However, we also need to focus on making sure our contact center agents are satisfied. However, we also need to focus on making sure our contact center agents are satisfied.

Contact Center 52

Contact Center Gamification Scripts Coaching 52

NobelBiz

MARCH 21, 2023

In the contact center world, efficiency is paramount, hence the importance of progressive dialer software. Every call center manager avidly searches for tools and methods to improve their contact center performance further and provide everything their agents need to achieve their highest productivity.

Contact Center 52

Contact Center contact center solutions Call Center Best practices 52

VocalCom

JUNE 5, 2017

With our modern need for quick and efficient customer service, call scripts are essential tools for contact center agents. However, as service cases vary in nature and customers continue to seek a human touch, agents must remain spontaneous and be able to adapt the use of call scripts to each individual situation.

Scripts 48

Scripts Contact center software Contact Center Interactive Voice Response 48

VocalCom

JULY 1, 2019

It’s essential that brands view their contact center agents in the same light, as these employees can only provide great service with a human touch if their emotions are valued and they are motivated to be their best. Here are five ways to empower your contact center agents. Create a supportive work environment.

Contact Center 48

Contact Center Customer Experience Contact center software Average Handle Time 48

Talkdesk

MAY 5, 2020

Today, with the increasing adoption of remote work, the idea of the “traditional” contact center is rapidly evolving. You, a freshly-minted contact center agent, are able to work from anywhere, logging into your contact center software to help customers wherever they are.

Contact Center 57

Contact Center Contact center software Transportation Finance 57

VocalCom

DECEMBER 3, 2018

At the heart of such engagement lies feedback—the more you listen to them and consider their advice, the more engaged and content they will be. Ask them for direct feedback. Asking employees for regular feedback about their interactions is an ideal way to create experiences that better serve your customers.

Feedback 48

Feedback Customer Service Contact center software Scripts 48

SharpenCX

JULY 26, 2023

Every call your contact center receives brings heaps of data with it: customer information, customer preferences, product insights, customer satisfaction scores, and much more. What is Call Center Data? Call center data is any information that comes from customer interactions in your contact center.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

SharpenCX

JUNE 28, 2023

Improving your customer service metrics requires a deeper look at which KPIs make sense for your contact center and the strategies you use to achieve them. What Call Center Metrics Should You Measure? This metric can help you determine if your contact center is operating efficiently. What needs to change?

Call Center 67

Call Center Metrics call center software Contact Center 67

Fonolo

JANUARY 31, 2023

Contact center training in the most successful contact centers is an ongoing process — for every employee from the top down. Training topics may include things like: Compliance training QA training Technology/software training Sales/customer service training Why is Call Center Training So Important?

Call Center 141

Call Center Contact Center Coaching Gamification 141

Balto

JUNE 13, 2022

In the contact center industry, we talk a lot about the importance of first call resolution (FCR). The more queries we can resolve on the first contact, the more satisfied customers are. Why Are Manager Requests Metrics Important to Contact Centers? Here are seven tips to help you reduce contact center escalations.

Management 52

Management Contact center software Coaching Contact Center 52

NobelBiz

JUNE 5, 2023

Outbound Lead Generation In a call center, outbound lead generation is typically achieved through direct communication with prospects, usually via telephone calls. Using the Right Contact Center Technology Technology plays a vital role in lead generation. Running a contact center can get expensive.

Call Center 52

Call Center Scripts CRM Contact Center 52

VocalCom

MAY 6, 2019

Your customer feedback may reveal common reasons for contact, but your agents will have plenty to say as well. Using the collective feedback of contact center managers, agents, and customers, create concrete goals for the customer service team. Revise call scripts to reflect your company’s tone.

Scripts 48

Scripts Contact center software Journey mapping Average Handle Time 48

NobelBiz

JULY 10, 2023

As we speak, AI-powered solutions are revolutionizing how contact centers identify, engage, and convert leads. In this article, we delve into the profound impact of AI on lead generation and explore how your contact center can harness its potential. Moreover, AI-powered systems can handle multiple tasks simultaneously.

Contact Center 40

Contact Center Call Center Interactive Voice Response Analytics 40

NobelBiz

SEPTEMBER 12, 2023

To optimize ATT, call centers employ various strategies, such as agent training programs, call scripting, and technological tools, to strike the right balance between service quality and efficiency. Brad Butler, Contact Center Software Consultant @NobelBiz How is Talk Time Measured?

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

SharpenCX

NOVEMBER 26, 2019

Yet, 74% of contact center agents are still at risk for burnout. Think about the goals you need to accomplish in your contact center, first. The whopping majority of employees, 96 percent , think receiving feedback regularly is a good thing. They’ll follow scripts and protocol. Train your agents. Frequently.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

Yet, 74% of contact center agents are still at risk for burnout. Think about the goals you need to accomplish in your contact center, first. The whopping majority of employees, 96 percent , think receiving feedback regularly is a good thing. They’ll follow scripts and protocol. Train your agents. Frequently.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

JustCall

MARCH 22, 2022

Off the field, the coach will share their observations and ensure to share feedback so that they can improve and deliver a better performance the next time. For starters, you need a clear sales coaching strategy that is rooted in performance assessment, feedback, and mentoring. Sales Contact Center or Sales Call Center.

Coaching 52

Coaching Sales Scripts Construction 52

Hodusoft

JULY 19, 2023

Best practices for using inbound call center software Future of inbound call center software What is Inbound Call Center Software? Inbound call center software refers to a suite of tools and technologies used to manage and handle incoming customer calls within a contact center environment.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

VocalCom

JULY 3, 2017

Here are seven tips for training call center agents effectively. Use customer feedback as training material. Customer feedback helps your brand decide which improvements need to be made and how agents may be trained to handle situations. Train agents to use contact center technologies. Give agents clear objectives.

Call Center 48

Call Center Average Handle Time Gamification Brand ambassadors 48

VocalCom

MAY 15, 2017

For this reason, average handling time, or AHT, is often considered an important metric to measure in the contact center, as agents strive to offer great customer service while keeping their interactions as short as possible. Ask for agent feedback. Agents should be properly trained to use different resources.

Average Handle Time 48

Average Handle Time Interactive Voice Response CRM Contact center software 48

VocalCom

MAY 29, 2017

Ask agents for their feedback. Remember that your contact center agents have plenty of insights into your customers’ feelings. They may have suggestions as to how call scripts may be revised, what channels need more attention, or how to better assist frustrated customers. Measure contact center metrics.

Abandon rate 48

Abandon rate Contact center software Average Handle Time Contact Center 48

Hodusoft

AUGUST 9, 2021

EasyFive Reasons Why E-commerce Players Need Social Media Contact Center Software. Many e-Commerce players using Social Media Contact Center Software for better CX. How do omnichannel customer contact centers benefit e-commerce players? E-commerce is a high volume low margin business.

Social media contact 105

Social media contact Contact center software Contact Center Interactive Voice Response 105

The Northridge Group

MAY 2, 2023

This article was originally published on Contact Center Pipeline and can be viewed here. Will, and How, This New Technology Model Help Contact Centers? But could it revolutionize the contact center industry? and most recently (at presstime) GPT-4. But ChatGPT can do much more than just reply.

Contact Center 67

Contact Center B2C Chatbots B2B 67

VocalCom

SEPTEMBER 17, 2018

Within the contact center, data collection plays the vital role of capturing all feedback regarding customer service interactions—including the key reasons why customers are making contact in the first place. When customers make contact with your brand, their issues reveal a lot about the user experience.

Average Handle Time 48

Average Handle Time Contact center software Contact Center CRM 48

VocalCom

AUGUST 12, 2019

Of course, be sure to ask for their feedback and read over their surveys regularly. Also consider using A/B testing for email templates and call scripts to determine which communication styles appeal to customers. Lastly, always share customer feedback with them, and be sure to ask for their input as well.

Customer centricity 48

Customer centricity Interactive Voice Response Contact center software Journey mapping 48

NobelBiz

JUNE 19, 2023

Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. This enables them to identify areas for improvement and provide timely feedback and coaching to agents.

Call Center 52

Call Center Coaching Contact Center Metrics 52

VocalCom

NOVEMBER 6, 2017

As Deloitte affirms, 62% of companies view customer experience delivered by contact centers as a competitive differentiator. It’s not enough to loosely monitor your channels or sample some of the calls your contact center receives per month. Ask customers for their feedback. Are certain channels understaffed?

Customer Service 48

Customer Service Contact center software Contact Center Interactive Voice Response 48

Hodusoft

JULY 3, 2023

When customers call your call center (or contact center), they need their issues and queries to be resolved as fast as possible. Some of the impacts are: Solve customer issues quickly Don’t put customers on hold for too long Enhance customer satisfaction Read Also: 11 Must Know Call Center Terminologies- A Guide!

Average Handle Time 52

Average Handle Time Abandon rate Call Center Interactive Voice Response 52

NobelBiz

MARCH 6, 2023

What is Predictive Dialer Software? Predictive dialer software is a computer program that contact centers use to automate outbound calls. Predictive dialer software can also play pre-recorded messages, such as greetings or appointment reminders, before connecting the call to an agent. Let’s start with the basics.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

VocalCom

JULY 17, 2017

For example, customer service agents should be matched with roles that fit their personalities, and they should be allowed to add a personal touch to their call scripts. Always ask for feedback post-contact. After each service interaction, be sure to ask for feedback by sending surveys on the same channel.

Customer Service 48

Customer Service Contact center software Interactive Voice Response Self service 48