Global Response

FEBRUARY 13, 2022

What is a Multi-Channel Contact Center? Ready to increase customer engagement and satisfaction, reduce average handle time and grow sales? Then it might be time for you to consider a multi-channel contact center for your business. So what is a multi-channel contact center?

Multichannel 62

Multichannel Contact Center Multi-channel support Average Handle Time 62

Global Response

DECEMBER 21, 2022

This process ensures that your call center quality is stable and improving—which in turn will improve customer service and retention, sales, compliance and more. After all, a solid QA process helps your team improve and ensure the quality of your customer support interactions.

Call Center 62

Call Center Outbound sales Feedback Best practices 62

Customer Centric Support

FEBRUARY 6, 2017

Customer service and contact center staff need the tools to reduce stress, increase focus and productivity, as much, if not more than the average office worker. Better metrics, happier customers and more engaged agents are results we all want to know more about. It is a tough job emotionally.

Call Center 90

Call Center Outbound sales Customer centricity Contact Center 90

TLC Associates

AUGUST 28, 2019

In under a decade, social media has grown from a fringe channel to one of the primary ways brands interact with their customers. Almost 45% of consumers use social media customer service to answer questions, fix issues, and make comments about brands. First it’s alive, then it’s dead, and then it’s back again.

Customer Experience 49

Customer Experience Outbound sales First call resolution Healthcare 49

OctopusTech

SEPTEMBER 9, 2023

The dedicated call centers handle day-to-day customer queries such as solving credit card issues, checkout process problems, and many more. It is a strategic method by which businesses can lower their operational costs and optimize customer service solutions. But this is not all.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

Callminer

NOVEMBER 25, 2019

Improving along this metric is of obvious importance to most call center managers. First Contact Resolution. Also known as first call resolution , this metric clues team leaders in on agents’ abilities to quickly handle issues without subsequently revisiting them. Outbound Call Centers.

Best practices 182

Best practices Call Center Metrics Average Handle Time 182

Callminer

OCTOBER 22, 2019

Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. For some companies, outsourcing call center services makes sense, while others are better served by keeping call center functions in-house.

Best practices 203

Best practices Call Center outsourcing Contact Center 203