Aspect

JANUARY 7, 2020

Truth be told, WFM is a bit of a mystery to most contact center employees. . Truth be told, WFM is a bit of a mystery to most contact center employees. . Forecasting likely contact center volumes . And, for the planning team, it’s the best tool for understanding and managing how the labor matches contact center volumes. .

Management 126

Management Contact Center Analytics Service level 126

SmartAction

NOVEMBER 22, 2023

Contact center managers who embrace and implement this technology reap the rewards of increased efficiency, reduced costs, and a customer experience that fosters loyalty. In this article, we’ll explore why you should implement voice-driven AI in your call center, and provide tips for contact center managers when implementing this technology.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

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. On the flip side, we also need to keep an eye on escalations and manager requests. What Are Manager Requests and How Are They Measured?

Management 52

Management Contact center software Coaching Contact Center 52

Tethr

JULY 26, 2021

Visionary contact center leaders who have invested in unstructured data analytics have been primed to navigate the challenges of a post-pandemic world, improve the customer experience, and so much more. . Here are three ways we’ve seen progressive contact center leaders find insights in unstructured data analytics this year.

Analytics 115

Analytics Inbound sales Self service Contact Center 115

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. CCaaS is the acronym for Contact Center as a Service. That led to the exploration of the idea of having agents access the contact center software through the Internet.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

Tethr

MARCH 5, 2021

Let’s look at four research-backed strategies for building customer loyalty: Success on first contact. Great low-effort companies know this and ensure that every customer’s first contact channel is their last contact channel. Transfers and concurrent contacts cost money… and they can also cost you customers.

Contact Center 118

Contact Center Customer effort Customer Experience Management 118

Calltools

JANUARY 10, 2024

By optimizing your agents’ free time, your contact center can improve customer service, lower queue times, and improve efficiency and sales. Importance of Average Handle Time (AHT) Agents who spend too much of their time on calls with customers or completing after-call work will overall cost your contact center more money.

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Call Center 52

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. And marketing professionals know this.

Personalization 59

Personalization Interactive Voice Response Customer Experience First call resolution 59

Calltools

MAY 3, 2023

5 Tips to Enhance Agents’ Experience Your contact center agents’ experience is just as important as your customers’ experience. With text analytics, managers can assess the customer’s perception of their interaction with the contact center and identify sentiment trends for each agent and their workforce as a whole.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

Interactions

MARCH 16, 2023

Customer service agents are often the face of the organization and the primary point of contact for customers. Customer service agents are often the face of the organization and the primary point of contact for customers. To learn more, speak with one of our sales associates or request a product demo.

Self service 71

Self service Metrics Technology Personalization 71

SmartAction

NOVEMBER 8, 2023

Some callers will dial into your contact center because they are frustrated by something like late delivery, unauthorized charges, or having to return a product, etc. Virtual voice agents can be a blessing or a curse for your customers. Reaching a human can be nearly impossible. and switching to your competitor. The solution? Personalize it.

Virtual Agent 88

Virtual Agent Interactive Voice Response Call flow Contact Center 88

SmartAction

APRIL 11, 2024

Some callers will dial into your contact center because they are frustrated by something like late delivery, unauthorized charges, or having to return a product, etc. Virtual voice agents can be a blessing or a curse for your customers. Reaching a human can be nearly impossible. and switching to your competitor. The solution? Personalize it.

Virtual Agent 52

Virtual Agent Interactive Voice Response Call flow Contact Center 52

Calltools

MARCH 22, 2023

While hybrid contact centers gained popularity during the pandemic, it’s clear they are here to stay. Hybrid contact centers offer many benefits both for businesses and their employees. 4 Benefits of Hybrid Contact Centers Hybrid contact centers can provide benefits for your company and team members alike.

Contact Center 98

Contact Center Gamification Morale Feedback 98

Calltools

APRIL 5, 2023

Due to the nature of financial-related calls, security, accessibility, and convenience are often the most critical factors in operating an effective financial service contact center. As such, financial service call centers must employ the right tools to allow their agents to reach clients most effectively. Here’s how.

Call Center 98

Call Center call center software Banking Management 98

Avoxi

AUGUST 29, 2019

Request Demo Talk to an Expert Contact Us Establishing great call center etiquette standards is one of the most important things you can do for your brand reputation. Oftentimes, a phone call made to customer service is a person's only live interaction with your business.

Call Center 79

Call Center Personalization Customer Service Contact Center 79

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Avoxi

JUNE 19, 2019

Request Demo Talk to a Specialist Contact Us In this post, we’ve compiled the top 5 call recording software providers that can give your contact center the best call recording capabilities for your business needs.

Call Center 76

Call Center Contact Center 76

VirtualPBX

APRIL 30, 2020

Moreover, agents can take control of their call wrap-up and pacing through extension requests. These options make it simpler for businesses to get started because they can trust in the power ACD Queues Pro provides for contact center team leads and for their users. Extension Requests. Agent Logins. Call Routing.

Call Center 75

Call Center virtual call center voip call center software 75

Avoxi

SEPTEMBER 6, 2019

Request Demo Talk to an Expert Contact Us One of the key aspects of running a contact center is agent time management. And while most of your agents' time is spent on the phone, it's just as important to manage the time that your agents spend off the phone.

Call Center 72

Call Center Management Contact Center Time management 72

Calltools

MARCH 20, 2024

As the first point of contact between a customer and a small business, an IVR system plays a vital role in shaping how a customer perceives your business. Using an Interactive Voice Response (IVR) at your small business can offer many benefits, from enhanced brand recognition to improved customer service.

Interactive Voice Response 52

Interactive Voice Response Average Handle Time B2B Wait times 52

Calltools

JULY 12, 2023

Contact centers face the ongoing task of finding new ways to enhance customer experience. Optimizing your contact center will help your customers experience better interactions with your agents, leading to greater customer satisfaction, higher retention rates, and improved brand recognition. What Is Intelligent Call Routing (ICR)?

Contact Center 52

Contact Center Abandon rate Average Handle Time Automotive 52

AWS Machine Learning

APRIL 18, 2024

Check out the following demo to see how it works. You’ve likely experienced the challenge of taking notes during a meeting while trying to pay attention to the conversation. Or maybe you have a team member that always joins meetings late, and expects you to send them a quick summary over chat to catch them up.

APIs 110

APIs Accountability Analytics Entertainment 110

Solvvy

AUGUST 17, 2022

Your customer support team is the point of contact when customers need help resolving issues or have questions. Moreover, support agents may be the only contact customers have with your brand after the initial sale or onboarding. You can monitor KPIs for virtually every facet of your business. Customer Satisfaction Score (CSAT).

Customer Support 102

Customer Support Customer retention Chatbots Metrics 102

Aspect

JULY 15, 2020

Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread. For a period, it was mandatory that contact centers get agents out of the building. But there is still much uncertainty about the future. .

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Taylor Reach Group

APRIL 4, 2023

by Colin Taylor & Peg Ayers Implementing a new system is one of the biggest risks in a Contact Center. Request and verify any required certifications (PCI, HIPAA, etc.), Be specific in your Request for Proposal (RFP). The old system may not have been great, but at least we knew what it could do, and we knew how to do it.

Contact Center 62

Contact Center Consulting Consulting Feedback 62

Calltools

NOVEMBER 29, 2023

In most cases, contact centers will use IVR surveys at the end of the call, allowing customers to voice their opinions directly after working with a call center agent. Gathering this automated data offers contact centers the ability to collect valuable information to help increase customer satisfaction.

Interactive Voice Response 52

Interactive Voice Response Surveys Contact Center Call Center 52

Calltools

JUNE 14, 2023

As a contact center owner or manager, your customer’s experience is at the heart of your operations. Equally as important as your agent’s experience , the customer experience (CX) involves your customer’s perceptions of your brand and how they feel about interactions with your contact center.

Metrics 52

Metrics Customer Experience Average Handle Time First call resolution 52

SharpenCX

SEPTEMBER 16, 2021

3 use cases for integrating Sharpen’s contact center with Zendesk. >> Learn More: Extend the value of your contact center with Sharpen’s integrations. What can you do to scale your service with less budget? And how can you give customers the best service, raising KPIs month over month? You try to do so much, your quality slips.

Contact Center 128

Contact Center Interactive Voice Response Wait times Call Center 128

Playvox

NOVEMBER 15, 2022

For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . To keep engagement high, contact centers need team leaders who are dedicated to the important task of training, coaching, and mentoring their agents.

Management 86

Management Schedule adherence Coaching Contact Center 86

Balto

SEPTEMBER 13, 2022

So, it comes as no surprise that today’s consumers have peak expectations for the level of personalization they’ll now receive from the banking or financial services contact center. But what if a customer needs to dial into the contact center? Here’s how to achieve heightened personalization in financial services contact centers.

Banking 52

Banking Contact Center Personalization Self service 52

Avoxi

AUGUST 1, 2019

Request Demo Talk to an Expert Contact Us Toll free numbers vs local numbers. We've noticed plenty of confusion about the differences between the to. We also see plenty of misinformation out there about when a business should use toll free vs local numbers.

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67

Spearline

JANUARY 27, 2022

Rather, they are engaging with their customers online, and via telephone and contact center technologies. This is particularly true where the business transaction value is high or the customer service request is complex. With centralized contact centers servicing global markets, a simple phone call is far from simple.

Management 98

Management Telecommunications B2C B2B 98

VirtualPBX

FEBRUARY 18, 2021

Our API helps many of our expert customers handle tasks like contact center maintenance and creating complex call flows for their inbound traffic. We have even used it internally to build tools that customers have requested. Baker mentions Zapier as a service that helps businesses transfer data from one location to another.

APIs 98

APIs Call flow Enterprise Contact Center 98

Calltools

JULY 26, 2023

That’s why monitoring customer satisfaction is essential for contact centers. Maintaining loyal customers is crucial for business growth and improving brand loyalty. When customers are satisfied, they are more likely to recommend your business to others. Software programs can automatically collect and analyze CSAT data.

Metrics 52

Metrics Call Center First call resolution Surveys 52

NobelBiz

APRIL 23, 2024

Initial Contact : The agency contacts the debtor to inform them about the debt and their intention to collect. Debt Validation : If the debtor disputes the debt or requests proof, the agency must provide clear and comprehensive validation. The debt collection industry is undergoing a major shift.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

Playvox

FEBRUARY 27, 2023

When contact center managers look to decrease overhead, they think first to eliminate manual processes through automation. Meanwhile, CX leaders never take their eyes off customer KPIs, such as first contact resolution (FCR), retention, and satisfaction. They also look to consolidate solutions through pre-built integrations.

Management 75

Management Schedule adherence Contact Center Coaching 75

Playvox

SEPTEMBER 19, 2022

Whether you work in what is called a contact center, customer support center, or customer experience center, you likely always need to figure out how to do more with less. Playvox Announces AutoQA. 84% of companies that work to improve their customer experience report an increase in their revenue.

Quality management 80

Quality management Management Contact Center Benchmark 80