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6 Tips to Improve Your Contact Center’s Net Promoter Score

Fonolo

Average NPS varies greatly by industry and the product or service your company provides, but there is a general understanding of what constitutes a “good” NPS. Start with an effective customer service strategy. How to Develop a Customer Service Strategy for Your Contact Center. You have your NPS.

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5 ways to use speech analytics for insurance to deliver better experiences and gain efficiency

Tethr

Over the past few years as AI-based speech-to-text transcription has become more accurate, more and more businesses that have enormous amounts of phone interactions with their customer base have sought out a way to use this technology to make sense of the millions of minutes of phone calls they’re recording.

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4 Ways to Improve Your Customer Service with an Outsourced Contact Center

TLC Associates

Their customers were dissatisfied with the sluggishness of their response times across channels. By choosing to work with TLC Associates, they hoped to revamp their end-to-end customer care solutions to better manage seasonal peaks, 24/7 availability, and overall response times.

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Call Center Outsourcing: Pros, Cons, and Best Practices

OctopusTech

It is also called contact center outsourcing where representatives communicate with the customers of a company using live chat, phone calls, email, or other social media channels. As per reports by Technavio , this industry is expected to grow by 3% from 2019 to 2023.

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20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

In our industry, this would include student enrollment data being shared from higher education partners (colleges and universities). Previously, he was the Director of Marketing and Customer Care for Urology San Antonio where he oversaw call center operations. It’s a simple and strategic way to properly optimize funnels.

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25 Tips & Best Practices for Identifying the Best Call Center Services

Callminer

Predictive analytics, the ability to determine which customers are most likely to buy, for example, is becoming a powerful use case for AI in the call center industry. Networking and connecting with your industry counterparts and learning about the systems they use can also help set your team’s compass in the right direction.

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How to Improve Customer Experience in Call Centers

ProProfs Blog

Remember when you tried dialing a customer care number only to experience a painful never-ending hold time and a disinterested agent who would read his script in an almost robotic tone? The crux of the matter is that although phone support has evolved over the years, it still is light years away from meeting customer expectations.