JustCall

OCTOBER 25, 2023

Are long customer wait times becoming a challenge for you in your contact center? Looking for a straightforward solution to reduce wait times and improve customer satisfaction? Let’s get going!

Wait times 52

Wait times Interactive Voice Response CRM Customer centricity 52

ShepHyken

AUGUST 5, 2022

This week we feature an article by Shruti Bansal, Digital Marketing Expert at Ameyo , an AI-powered contact center solution. She shares how contact centers can use voice bots to capture, interpret, and analyze verbal input from the speaker and reply in a similar natural language.?. Bring down the waiting time .

Contact Center 180

Contact Center Interactive Voice Response Chatbots Call Center 180

Fonolo

OCTOBER 19, 2023

If you’re in the contact center industry, 80/20 service levels are likely nothing new. You may have used 80/20 service levels in your operations! Contact center managers know that SLAs are essential for defining and measuring success for their businesses. Is 80/20 Right for My Contact Center?

Contact Center 81

Contact Center Service level Abandon rate Construction 81

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction. Getting there will require a broader perspective on service. Deploying this AI will require more than simply upgrading a chatbot.

Chatbots 202

Chatbots Customer Service Wait times APIs 202

Hodusoft

MAY 10, 2024

A Comprehensive Guide to Virtual Call Center and Contact Centers Even though virtual call centers and contact centers have been around for quite some time, they have gained widespread popularity in the last four to five years only. What Are Virtual Call Centers and Contact Centers?

virtual call center 52

virtual call center Call Center Contact Center call center software 52

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. The customer’s AHT includes hold time and time on the phone with the agent. So, if you look at the total AHT, it includes wait time, phone time, and task time.

Customer Service 161

Customer Service Average Handle Time Contact Center Metrics 161

ShepHyken

MAY 22, 2023

This has always been seen as high-potential technology, but in the last few months, it has been used in a more demonstrative way to address challenges faced by contact centers, especially in the post-pandemic environment. Generative AI and other forms of self-service provide a win-win solution for organizations and customers.

Customer Service 156

Customer Service Self service Customer centricity Contact Center 156

SmartAction

NOVEMBER 22, 2023

The AI-powered voice assistants of today offer a seamless experience, reaching a virtual assistant, in seconds, that can answer customer intentions with just a few words. Contact center managers who embrace and implement this technology reap the rewards of increased efficiency, reduced costs, and a customer experience that fosters loyalty.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

Calltools

MARCH 20, 2024

Artificial intelligence has revolutionized how contact centers streamline processes and serve customers. While not all contact centers utilize AI, learning how the technology can serve your employees and customers benefits growth. For example, AI can tell the agent that a caller shows signs of anger.

Contact Center 52

Contact Center Self service Best practices Wait times 52

Fonolo

MAY 30, 2023

It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. That’s why contact centers are investing in it in droves. Improved customer satisfaction and increased agent productivity. How Can WFM Help my Contact Center?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. What is Automated Customer Service? .

Customer Service 393

Customer Service Chatbots Interactive Voice Response Customer Support 393

Call Experts

JUNE 15, 2023

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. We rely heavily on these essential services, from electricity and water to telecommunications and internet services. When Did Call Centers Become the Standard? Thus, the idea of using a contact center for utilities was born.

Contact Center 52

Contact Center Customer Service Self service Call Center 52

JustCall

MARCH 9, 2023

Providing delightful customer service is as necessary as the quality of your services or products. As per Shep’s ACA 2022 study Top 6 Contact Center Features Every contact center solution provides plenty of features to enhance contact center functionality.

Contact Center 52

Contact Center Interactive Voice Response Customer Service Contact center software 52

JustCall

AUGUST 8, 2023

Service industries across the world are facing an AI and automation overhaul. Contact centers are a great example of how technology can be used to make jobs more efficient. Previously, contact center agents had to physically dial multiple numbers every day.

Contact Center 52

Contact Center Interactive Voice Response Customer Service Virtual Agent 52

Fonolo

NOVEMBER 24, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Read the Full Industry Report Here: Contact Center Trends 2021. Contact Center Teams Had to be More Empathetic. Nobody escaped the endless waiting times.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Fonolo

MARCH 30, 2021

Long wait times are one of the top reasons for this — after all, they can only hear “… your call is in priority sequence…” so many times before they lose patience and end the call. TIP: Most contact center software will generate a Call Detail Record (CDR). Reduce your handle time. Adopt a call-back solution.

Abandon rate 147

Abandon rate Contact Center Call Center Contact center software 147

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

DECEMBER 8, 2020

AI has been making a relentless assault on the contact center for several years. Read All the Contact Center Trends Here: Contact Center Trends 2021. Contact Center Execs Had Been ‘Back-Burnering’ Upgrades. Read All the Contact Center Trends Here: Contact Center Trends 2021.

Contact Center 154

Contact Center Benchmark Technology Wait times 154

CSM Magazine

MARCH 26, 2024

Every interaction counts, and one frequently neglected yet vital touchpoint is the contact center. These centers, where customers engage with a company, hold significant influence over brand identity. The Human Touch When customers reach out for support or information, they seek reassurance, empathy, and understanding.

Contact Center 52

Contact Center contact center solutions Call Center Feedback 52

Fonolo

JUNE 13, 2023

Today’s customers expect more from customer service. They want prompt, reliable, integrated service and they will not linger if it’s not readily available. Their patience is never shorter than when dealing with your call center. That’s why call-backs have become a contact center essential.

Contact Center 104

Contact Center Abandon rate Call Center Wait times 104

Win the Customer

DECEMBER 20, 2023

In the realm of contact centers, the pursuit of enhancing customer service while streamlining operations remains a top priority. As technology evolves, two prominent solutions have emerged: AI-powered chatbots and self-service portals. Ultimately, understanding customer needs and preferences is pivotal.

Self service 69

Self service Chatbots Contact Center Wait times 69

Outsource Consultants

SEPTEMBER 14, 2021

It’s because the ongoing labor shortage, paired with increased Q4 purchasing, is leaving many businesses that rely on contact center support exposed to looming CX disasters. This includes excessive hold times, overwhelmed agents, poor customer satisfaction, and ultimately brand harm. Tip the Scales with Technology.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. During the best of economic times, it’s a smart business practice. Here’s the blueprint for achieving greater agent productivity in your call center.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Outsource Consultants

MARCH 8, 2022

Many consumers have already noticed barren grocery store shelves and longer wait times in restaurants as service and supply chain industry positions remain unfilled. No industry is safe from rising labor costs, especially the contact center industry where a majority of employees are the heavily affected low-wage earners.

Contact Center 126

Contact Center outsourcing Call Center Wait times 126

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. An era where small and medium-sized businesses could provide similar customer service as their larger counterparts. What is CCaaS?

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

Fonolo

AUGUST 29, 2023

Call centers are at the heart of modern customer service and that makes active listening an indispensable CX tool. As call center managers, you have the power to train and encourage your agents to become active listening experts; enhancing customer satisfaction and loyalty.

Contact Center 67

Contact Center Call Center Abandon Call Construction 67

SmartAction

JUNE 27, 2023

Embrace automation for contact center success in 2023! Are you ready to take your contact center to the next level? In today’s fast-paced world, delivering efficient and effective support while maintaining high customer satisfaction levels is crucial. Gradient Text Don’t Wait, Seize the Opportunity!

Contact Center 83

Contact Center Virtual Agent Agent burnout Self service 83

Noble Systems

JUNE 26, 2020

Interactive Voice Response (IVR) is an automated system generally used by contact centers that answers incoming calls and then interacts with callers via recorded prompting to gather information. The IVR system then uses routing rules to send the call to either an agent or a self-service application.

Interactive Voice Response 98

Interactive Voice Response Contact Center Technology Real estate 98

Calltools

JANUARY 10, 2024

This metric measures the average length of time on the phone with the customer and includes the wait time and time spent on agents after the call has been completed. Your agents’ time is important to the success of your call center.

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Call Center 52

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

TechSee

MAY 18, 2022

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par? They can either staff up significantly or improve their call center occupancy.

Call Center 109

Call Center Contact Center Benchmark Agent burnout 109

JustCall

OCTOBER 22, 2023

Contact centers are based on catering to customers’ needs and queries. After all, your business can only succeed if your customers are happy with your products and service. According to Salesforce’s 2022 report , 73% of customers expect companies to understand their unique needs and expectations.

Contact Center 52

Contact Center Contact center software Abandon rate Analytics 52

Ansafone

OCTOBER 25, 2022

Why do businesses need contact centers? Well, providing excellent customer service is crucial in establishing a brand that people can trust. On top of that, it most likely doesn’t have enough agents to handle instances of high call volumes, which can truly happen at any time. Save Money. Hire Experts.

Contact Center 62

Contact Center outsourcing Call Center Scripts 62

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. So, what contact center technology trends can one expect in 2022.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

TeleDirect

DECEMBER 4, 2023

At TeleDirect, we help businesses across America deliver impeccable customer service. Our team of inbound and outbound call center agents are experts! We become an extension of your team and handle everything related to customer satisfaction, communication and support — while staying true to your unique branding and verbiage.

Customer Service 62

Customer Service APIs call center solutions Contact Center 62