NobelBiz

SEPTEMBER 26, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz If you’re planning to step up your customer service and loyalty as a call center, we highly recommend this podcast episode: Master Call Center Customer Service in the Digital Age, with Jim Iyoob.

Personalization 59

Personalization Interactive Voice Response Customer Experience First call resolution 59

OctopusTech

JUNE 29, 2023

These call centers have expert professionals who completely follow strict guidelines and latest call center technology trends so that they can recover the payments that are overdue while building strong customer bonds and relationships. What Is The Meaning Of Customer Retention?

Customer retention 62

Customer retention Call Center Upselling outsourcing 62

Monet Software

JULY 30, 2019

More information available to your agents means a stronger likelihood of first call resolution and a satisfied customer. When callers don’t have to call back, that lowers the volume for everyone, which at peak times can cause a significant improvement in how quickly other calls can be taken and resolved.

Analytics 69

Analytics Call Center Upselling First call resolution 69

SoliCall

AUGUST 2, 2023

Set clear performance metrics and key performance indicators (KPIs) that align with your call center’s objectives. Examples include average call handling time, customer satisfaction ratings, first-call resolution rate, and upselling/cross-selling targets. 4- Quality Assurance Programs.

Call Center 52

Call Center First call resolution Construction call center software 52

Fonolo

FEBRUARY 14, 2019

This behavior is destructive and negatively impacts important KPIs like first call resolution (a KPI directly related to customer satisfaction). It’s important to monitor agents who see an increase in calls to management, missed upselling opportunities, and customer complaints, as these agents may be exhibiting signs of burnout.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

TechSee

DECEMBER 2, 2020

Calling tech support and having a video call – well, that’s a whole different story. This technology can be applied at every channel and touchpoint of the customer journey, from pre-purchase through contracting and billing, onboarding , and even upsells. The opposite is true.

Average Handle Time 109

Average Handle Time First call resolution Technical Support Technology 109

JustCall

MAY 5, 2022

They will perform much better if they receive help during the live call. Already embraced by many contact centers, conversation intelligence comes with the AI Agent Assist feature that leverages artificial intelligence to help reps in real-time. This is where new-age solutions like conversation intelligence come into play.

Sales 52

Sales First call resolution Average Handle Time CRM 52

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. They offer the capacity to conduct behavioral analysis of clients based on real-time data.

Call Center 182

Call Center Analytics First call resolution Metrics 182

OctopusTech

SEPTEMBER 9, 2023

Call center outsourcing refers to a strategic business decision made by a company to delegate its customer support inquiries from a third-party source often called a Business Process Outsourcer (BPO) rather than hiring an in-house team of employees. In addition to this, they are also trained in upselling techniques.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

Global Response

DECEMBER 21, 2022

A QA process can help improve quality of customer service by measuring qualitative data from calls and interactions alongside quantitative data. As with outbound sales, your QA process can uncover more effective sales techniques, as well as allow for more personalization.

Call Center 62

Call Center Outbound sales Feedback Best practices 62

Fonolo

FEBRUARY 2, 2023

Depending on your unique operational needs and gaps, you may use a different combination of technologies to automate your contact center. Let’s explore some of the benefits you can expect from an automated call center. How to Buy Contact Center Software 1. DID YOU KNOW?

Call Center 140

Call Center Interactive Voice Response First call resolution Self service 140

Global Response

DECEMBER 21, 2022

FCR— First Call Resolution rate, or FCR, measures how frequently customer concerns are resolved the first time they reach out to your brand. An omnichannel contact center can provide you with the skilled agents and technological solutions to make this a reality and exceed your customer’s service expectations.

Feedback 62

Feedback Metrics Personalization Customer Experience 62

NobelBiz

JULY 25, 2023

Christian Montes, Executive Vice President of Client Operations @NobelBiz The Multifaceted Channels of Interaction In a contact center, customer interactions unfold across a myriad of channels, each holding a unique treasure trove of insights.

Analytics 98

Analytics Call Center Scripts Contact center software 98

8x8

DECEMBER 3, 2018

Within 30 minutes of realizing that the abandonment rate had increased, Lenox was able to update their IVR to apologize for the wait time, offer callers the option for a call-back, and give callers who had been waiting, a coupon code they could use at the online store. Step 3: Get Executive Buy-In.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

8x8

MAY 15, 2018

With our recent announcement on acquiring MIQ, we will be infusing their deep learning capabilities into 8x8’s X Series, contact center agents can have detailed information on previous interactions, complete customer history, and a 360-degree context before they even start a conversation.

First call resolution 66

First call resolution Enterprise Analytics Upselling 66

VHT

SEPTEMBER 10, 2018

It’s not that long ago when managing a contact center was focused primarily on a single voice channel. AI: Redefining the Contact Center. Today, customers expect to be able to engage on the channel of their choice, whether it’s social media, app, email, text or webchat. What About Blockchain?

Customer Experience 48

Customer Experience Chatbots Self service First call resolution 48

8x8

MAY 15, 2018

With our recent announcement on acquiring MIQ, we will be infusing their deep learning capabilities into 8x8’s X Series, contact center agents can have detailed information on previous interactions, complete customer history, and a 360-degree context before they even start a conversation.

First call resolution 48

First call resolution Enterprise Analytics Upselling 48

8x8

MAY 15, 2018

With our recent announcement on acquiring MIQ, we will be infusing their deep learning capabilities into 8x8’s X Series, contact center agents can have detailed information on previous interactions, complete customer history, and a 360-degree context before they even start a conversation.

First call resolution 48

First call resolution Enterprise Analytics Upselling 48

Robert Davis

MARCH 2, 2017

RCDA’s focus is client-dependent and ranges from improving acquisition rates, improving customer retention and improving VOC and NPS to upselling and cross-selling products and services. A major credit union member contact center moved its offer rate from 24% to 84% and its sales rate from below.5% RCDA Results.

Call flow 48

Call flow Coaching Telecommunications Customer retention 48

Voxjar

MARCH 21, 2019

Common mistakes to avoid when developing a scorecard for your contact center. Give you a free template for building your call monitoring forms. 6 Mistakes to Avoid on your Call Monitoring Forms. That way everyone else can hear first-hand what you think is so awesome. Did the agent achieve first call resolution?

Metrics 40

Metrics Coaching Scripts Contact Center 40

Uniphore

DECEMBER 14, 2021

For Cisco partners, this means they can resell and upsell, bringing additional customer experience innovation and value to their customers. In addition to joining Cisco’s SolutionsPlus Program, the companies continue their work on developing new capabilities in AI, conversational automation, and real-time call and sentiment analysis.

Customer Experience 105

Customer Experience First call resolution Enterprise Upselling 105