The Northridge Group

AUGUST 19, 2020

At The Northridge Group, we frequently come to the aid of companies with struggling contact centers, but what about the ones already doing a pretty good job? Let’s say you have a secure process in place, your wait times are acceptable, and you’re meeting many industry standards. This will depend on your area of business.

Contact Center 145

Contact Center Coaching Call Center Wait times 145

Outsource Consultants

SEPTEMBER 5, 2018

Examples of direct response marketing campaigns include: Television commercials that urge viewers to call within a given amount of time to receive a great offer. Email or physical mail urging the recipient to contact the company within x amount of days. Direct response marketing has been very popular for many years.

Contact Center 114

Contact Center Inbound sales outsourcing Outbound sales 114

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?”.

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Contact Center Call Center Average Handle Time Real estate 334

Balto

JANUARY 22, 2024

We’ve seen generative AI being applied in different industries with great results, specifically in the contact center domain. This blog aims to uncover the numerous use cases of generative AI in the modern contact center. Monitor and Ensure Compliance Maintaining compliance is foundational for your contact center.

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services. Thankfully, this perspective on the contact center has shifted significantly.

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outsourcing Contact Center Real estate Business Process Outsourcing 52

Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services. Thankfully, this perspective on the contact center has shifted significantly.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

Revation Systems

MAY 25, 2022

For background, LinkLive uses a single pane of glass approach to provide an omnichannel contact center customer experience, designed specifically for the most regulated industries such as banking and healthcare. A quality contact center customer experience starts with proper security. A true omnichannel experience.

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Contact Center Customer Experience Banking Healthcare 62

SharpenCX

MARCH 24, 2020

Download Now: Help your VP of Ops eliminate inefficiencies in your contact center with these 7 projects. Getting benchmark data for your own contact center, then working to improve against those metrics, is crucial to better serving customers. Industry Standards: How do you Stack Up Against Your Peers?

industry standards 52

industry standards Metrics Call Center Wait times 52

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? Check our guide on what KPIs to follow if you want to have excellent customer service.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Hodusoft

JANUARY 4, 2023

The CSAT: Measuring Customer Satisfaction in a Contact Center. For every complaint a contact center receives, there are around 26 clients who are dissatisfied with the service but prefer not to express their displeasure. This is one example of a CSAT in a contact center. CSAT for a contact center.

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Contact Center Contact center software Surveys Feedback 52

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. That’s the power of multi-tenant contact center software for BPOs! What is Multi-tenant Contact Center Software? Let’s understand multi-tenant contact center software with an example.

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Contact center software Contact Center Customer Service Agent burnout 52

JustCall

AUGUST 26, 2022

Cloud kitchens, offices, storage, meetings, and now cloud contact centers have come a long way. Contact Center as a Service (CCaaS): What is it? CCaaS or Contact Center as a Service is a cloud-powered contact center software or platform that a business may subscribe to monthly or yearly.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Call Center 52

JustCall

MARCH 9, 2023

Contact centers are the conversation hubs of a business that faces an immense flurry of activity every single day. So how can your business, in such a situation, ensure that your contact center is functioning optimally? The best way is to work with industry-tested strategies that have proven themselves time and again.

Contact Center 40

Contact Center Interactive Voice Response Scripts Self service 40

JustCall

OCTOBER 6, 2023

If you do not possess sufficient data to benchmark on the basis of past performance, then you can use industry standards (some of which we’ve shared above) as a marker to get started. For example, speed may have been an issue when your business was expanding at an accelerated rate and handling high volumes of customer queries.

Metrics 52

Metrics Contact Center Benchmark Average Handle Time 52

NobelBiz

FEBRUARY 21, 2023

Importance of Reporting and Analytics in a Contact Center Reporting and analytics are one of the crucial components that help gain an accurate and sincere state of a contact center’s development. Presented using reports to monitor a contact center’s performance over time.

Best practices 52

Best practices Analytics Contact Center Coaching 52

Fonolo

JANUARY 31, 2024

If you take a tech tool like ChatGPT and ask it about call abandonment in the contact center, the AI-powered bot will give you an earful about one of the most persistent problems in the customer service industry. We use this example to illustrate one of the problems with technology. No kidding, right? Now you’re talking!

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Abandon rate Abandon Call Contact Center Interactive Voice Response 81

Tenfold - Contact Center Blog

JULY 12, 2018

A contact center agent deals with stress on a daily basis, and it can get pretty taxing. But a contact center manager is no exception. Here are eight strategies to help in your journey to contact center management success. Just winging it in the contact center arena almost always leads to failure.

Contact Center 66

Contact Center Management Coaching Call Center 66

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

Fonolo

AUGUST 31, 2021

Some companies have long contact pages, with hundred phone numbers linking to every department or important person. A call routing system is the industry standard solution to this. The Contact Center Guide to Managing Spikes in Call Volume. What is Call Routing in a Contact Center? How frustrating!

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Best practices Abandon rate Interactive Voice Response Call Center 152

Hodusoft

JUNE 7, 2024

Call Center Management: Challenges, Strategies, Tips, and Best Practices In today’s time, setting up a call or contact center is extremely easy. At HoduSoft , we strongly believe that call centers and contact centers should do whatever it takes to manage their daily operations as efficiently and effectively as possible.

Best practices 52

Best practices Call Center Omni-channel support Management 52

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. For example, if a guest encounters an issue, it would be easy to simply give reward points to resolve the situation. Let me give you a specific example.

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Customer Service industry standards Contact Center Average Handle Time 141

NobelBiz

APRIL 30, 2024

For example, AI can suggest customized product recommendations or service adjustments that meet the individual’s unique requirements. Industry and Regulatory Compliance: Balto’s Role Balto , a prominent partner of NobelBiz, plays a critical role in ensuring that call center interactions adhere to industry standards and regulations.

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Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

For example, AI can suggest customized product recommendations or service adjustments that meet the individual’s unique requirements. Industry and Regulatory Compliance: Balto’s Role Balto , a prominent partner of NobelBiz, plays a critical role in ensuring that call center interactions adhere to industry standards and regulations.

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Call Center Chatbots Virtual Agent Contact Center 104

Fonolo

SEPTEMBER 2, 2021

Call center managers can establish benchmarks by setting goals for their call center metrics , also known as key performance indicators (KPIs). Call center benchmarks are necessary to drive performance and revenue, and can be used to compare a call center’s performance with industry standards.

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Benchmark Call Center Abandon rate Average Handle Time 142

Fonolo

MARCH 17, 2022

Let’s take a look at what makes a great call center manager and how to find the right fit from the hiring stage. Industry Report: State of the Contact Center 2022. Call Center Management Duties. Call center managers have many job duties, many of which take place behind the scenes. Analytical skills.

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Call Center Management call center software Average Handle Time 91

Fonolo

DECEMBER 5, 2019

In the coming year, we expect to see AI take on more of these responsibilities in the contact center: Handling routine tasks, routing inquiries to the best place, and suggesting areas for improvement. The industry standard for FCR is 70-75%. But, which areas are we to measure? Measurements Maketh the Machine.

Call Center 125

Call Center Metrics First call resolution Contact Center 125

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. This includes calls, emails, live chat, and social media.

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Call Center Contact Center Abandon rate Average Handle Time 59

NobelBiz

OCTOBER 9, 2023

Integration issues within contact centers are not mere obstacles; they are the bridges to seamless customer experiences, connecting the dots between customer data, efficiency, and satisfaction. Solving contact center integration issues with Nobelbiz Nobelbiz recognizes the importance of seamless integration.

Call Center 52

Call Center Management Contact Center Contact center software 52

COPC

JULY 20, 2023

Overview Service level is one of the most important metrics for a contact center to measure and manage and has been in place since contact centers evolved. Often, in consulting engagements, we are asked questions such as: “Is 80/20 the right service level for me, as I heard that was the industry standard?”

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Service level Abandon rate contact center workforce Contact Center 69

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Its origins go back over five decades, to the earliest days of call centers.

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Service level Call Center Abandon rate Metrics 142

NobelBiz

FEBRUARY 21, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

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Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

Hodusoft

APRIL 26, 2023

As per a well-known study, the industry standard for the FCR is about 70 to 75 percent. If the FCR is higher in your virtual call center, you should keep it up. If the FCR is lower than the industry average, then find out what’s wrong and take corrective measures. #3.

virtual call center 52

virtual call center Call Center Metrics call center software 52

Customer Service Life

AUGUST 22, 2019

And in many of these companies, NPS is tied to employee performance measurement and bonus structures, impacting everyone from the CEO on down to the folks in the contact center. We found that many of our clients track this metric but few give any visibility to the contact center or hold them directly accountable.

Contact Center 106

Contact Center Metrics Surveys Coaching 106

Balto

NOVEMBER 8, 2022

Call volume is the average number of outgoing and incoming calls a contact center handles in a given time frame. The tolerable time in the queue varies depending on the industry and call type. For example, a longer queue time is more tolerable for tech support calls than a restaurant reservation call. Call Volume.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Xaqt

JANUARY 13, 2020

The number one cost driver in any call center is labor expense, and its also the one you can best manage and control. Here we'll discuss the two best ways to deploy Contact Center AI to reduce staffing requirements. The industry standard cost-per-call is in the range of $5-$8 per call.

Call Center 52

Call Center Interactive Voice Response Self service Contact Center 52

Global Response

JULY 17, 2023

Considering switching to a cloud-based call center solution? Compared to legacy solutions, or on-premise contact centers, cloud-based solutions make much more sense—and offer a lot more flexibility—for today’s market. In fact, cloud-based call center solutions can be even more secure than on-premise call centers.

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call center solutions Call Center Bilingual agents Analytics 62