Spearline

NOVEMBER 2, 2021

Reliability of tech Newer technologies like speech recognition or voice biometrics can offer valuable efficiencies and cost savings by reducing call times. But, just as the basic need for decent audio quality is fundamental for customer and agent experience, it’s also essential for many new technologies to work correctly.

Contact Center 52

Contact Center First call resolution Outbound sales Airlines 52

Global Response

FEBRUARY 13, 2022

When considering a multi-channel contact center, you might be wondering what value it can provide beyond a traditional call center. While traditional call centers can handle both inbound (customer calls and requests) and outbound (sales, marketing, customer surveys and research, etc.) And online sales grew 25%!

Multichannel 62

Multichannel Contact Center Multi-channel support Average Handle Time 62

Vcaretec

JULY 18, 2023

A: There are several reasons why businesses choose to outsource their call center operations: 1. Cost savings: Outsourcing can be more cost-effective compared to maintaining an in-house call center. It eliminates the need for investing in infrastructure, technology, and hiring and training personnel.

outsourcing 98

outsourcing Call Center Contact Center Best practices 98

Spearline

NOVEMBER 12, 2018

In a Gartner webinar recently on customer service technology trends, one of their analysts referenced their prediction that about 40% of the new applications for chatbots and virtual assistants being piloted this year would be abandoned by 2020. Call durations/handling times and first call resolution.

First call resolution 40

First call resolution Outbound sales Airlines Chatbots 40

OctopusTech

SEPTEMBER 9, 2023

Companies can save a lot of overhead costs of building and maintaining an in-house call center team which includes hiring, training, infrastructure, employee salaries, and technology. Now companies don’t have to invest in buying the latest tools and technologies for their in-house call center team.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

Callminer

OCTOBER 22, 2019

Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. For some companies, outsourcing call center services makes sense, while others are better served by keeping call center functions in-house. High Value Inbound Support.

Best practices 203

Best practices Call Center outsourcing Contact Center 203

Pointillist

JULY 25, 2018

Customer journey analytics is a new technology and many companies are grappling with the same questions. Operational Metrics: First Call Resolution (FCR). Call Support Center. Outbound Sales Call. This integration goes far beyond technology and data and involves your people and culture.

Analytics 93

Analytics Government APIs Metrics 93