TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

The Northridge Group

APRIL 8, 2024

We can discuss use cases, but everyone wants to shorten a path to a “solution” for loads of reasons. E-commerce support center -after AI does a dip into Magento and MySQL (or other databases) and grabs details of the order. are simply looking for efficiencies. Full stop.

Technology 105

Technology Finance Government Healthcare 105

The Northridge Group

OCTOBER 12, 2023

By rethinking how your organization approaches customer support, you can transform your call center into a loyalty center that reduces churn and boosts Customer Lifetime Value (CLTV). Here are four tips for turning your call center into a loyalty center: 1. You may unsubscribe from these communications at anytime.

Contact Center 115

Contact Center Call Center Analytics Customer Experience 115

JustCall

AUGUST 7, 2023

There are several aspects to a successful sales call. Depending on which stage of the sales funnel your prospect is in, the intent and treatment of the sales call must be different. This helps create follow-up strategies, assign quality scores to the lead, and analyze sales performance. What is a Sales Call Summary?

Sales 52

Sales Contact center software Contact Center Coaching 52

DMG Consulting

AUGUST 3, 2020

Sales, Marketing and Enterprise Uses of Interaction Analytics. Interaction (speech and text) analytics (IA) is a solution that sells well in both strong and weak economies. But this is just the beginning of how IA solutions can and should be applied. Sales Use Cases . By Donna Fluss. Marketing Use Cases. Final Thoughts.

Enterprise 72

Enterprise Analytics Sales Marketing 72

Integrity Solutions

MAY 24, 2023

What Is Sales Training? Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Successful sales people know is about doing something for the customer – not to the customer.

Sales 52

Sales Coaching Accountability Personalization 52

Customer Service Life

DECEMBER 20, 2023

As I continue to mull over this idea, or perhaps the fantasy of never saying no to a customer, I’ll openly admit that I don’t think preventing contact center agents from saying particular words or phrases stops them from telling a customer we can’t do something for them. Think about it. Who cares about these limitations?

Upselling 83

Upselling Contact Center Engineering Banking 83

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. Meet Our Panel of Call Center Experts & Business Leaders: Kevin Lee. Chris Laan.

Call Center 345

Call Center Contact Center Finance Consulting 345

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 60% of consumers have switched brands due to a negative contact center experience. How to measure Your Contact Center’s NPS? Call center recording.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . One of the most important aspects of a call center is that phone traffic flows correctly…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Having sales experience does not mean one excels at sales.)

Call Center 99

Call Center Gamification Coaching Employee engagement 99

Steve DiGioia

MAY 17, 2021

According to several employees and training manuals, Apple Inc’s sales associates are taught an unusual sales philosophy: not to sell, but rather to help customers solve problems. To that end, employees receive no sales commissions and have no sales quotas. “You were never trying to close a sale.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

CSM Magazine

FEBRUARY 16, 2024

In April 2024, the Las Vegas Convention Center will see the return of the Call and Contact Center Expo. The event is focused on the processes used by call and contact centers, with showcases from over 200 different business representatives along with seminars by over 100 industry experts.

Contact Center 52

Contact Center Big data Call Center Technology 52

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Anexa BPO

MARCH 7, 2023

The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. Details about the Stevie Awards for Sales & Customer Service and the list of Stevie winners in all categories are available at www.StevieAwards.com/Sales.

Sales 52

Sales Customer Service Contact Center outsourcing 52

Quality Contact Solutions

DECEMBER 31, 1969

Clients are hesitant to lose control of one of the most important elements of their marketing and sales operation: setting appointments for their inside sales staff. However, most inside sales organizations can’t do appointment setting and closing successfully. They need to stay focused on sales. Start a Conversation.

Telemarketing 58

Telemarketing Sales Scripts outsourcing 58

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. UC supports complex workflows across hybrid teams, and next year will likely be just as complicated. Predictable. Our prediction?

Surveys 175

Surveys Education Enterprise Technology 175

Anexa BPO

FEBRUARY 6, 2023

Anexa is a finalist in categories that recognize the achievements of companies dedicated to customer service, such as Contact Center of the Year over 100 stations for business services. Sponsors of the 17th annual Stevie Awards for Sales & Customer Service include Sales Partnerships, Inc.,

Sales 40

Sales Customer Service Contact Center outsourcing 40

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. It plays a key role in keeping your agents aligned in their approach and messaging, as they support your callers daily.

Call Center 141

Call Center Contact Center Coaching Gamification 141

The Northridge Group

OCTOBER 12, 2023

Call centers have picked up the reputation of being considered little more than a customer support channel. But while helping customers is a primary function of a service center, they can be so much more than that. This means more than simply resolving the issue that prompted the call to your service center.

Call Center 67

Call Center Contact Center Customer Support Analytics 67

Fonolo

JANUARY 14, 2021

Fostering an inclusive work environment is essential if you want a high-performing contact center team. If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. Empathy has been a hot topic in the contact center industry this past year.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

Callminer

DECEMBER 17, 2019

Call centers , in particular, represent just one facet of a large and varied international outsourcing industry. However, the world’s call centers are arguably the most public examples of companies’ outsourcing efforts, facing customer directly in one-on-one interactions. Sales Pursuits. Better Agent Performance.

Call Center 207

Call Center outsourcing Contact Center Finance 207

RapportBoost

OCTOBER 7, 2018

– Company CEO Tony Medrano to discuss how contact centers can leverage agent feedback, training platforms to drive agent performance, turn contact centers into profit centers – Los Angeles, CA. RapportBoost will also exhibit at Booth #25 at Customer Contact Week in Austin Oct. to 12:50 p.m.

Average Handle Time 63

Average Handle Time Contact Center Coaching Feedback 63

Fonolo

OCTOBER 4, 2022

The same goes for contact center management. 3 Tips to Improve Call Routing in Your Contact Center. Their call would be automatically routed to a skilled sales agent. In this case, the call would be routed to technical support. Decide which skillsets best suit the needs and services of your contact center.

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

DMG Consulting

OCTOBER 13, 2023

AI: The Future Brain of Contact Centers View this article on the publisher’s website. Trying to limit AI is akin to limiting human ingenuity, and that will not (and should not) happen. AI is going to make very significant contributions to many areas of business, including contact centers.

Contact Center 77

Contact Center Government Transportation Engineering 77

VocalCom

JANUARY 22, 2018

Here are five ways personalization impacts customers’ purchasing habits and drives sales success. According to the E-Tailing Group, increasing personalization on more channels can increase overall consumer spending by up to 500%. This, in turn, leads to greater sales and customer retention rates. They spend more.

Personalization 90

Personalization Sales Contact center software Upselling 90

OctopusTech

SEPTEMBER 13, 2023

Choosing to outsource call center services is one of the best decisions a company can make as it helps to focus on the core business activities. Using call center outsourcing services is one of the major trends followed by both small and big organizations. What are Outsource Call Center Services?

outsourcing 62

outsourcing Call Center Finance Contact Center 62

CSM Magazine

FEBRUARY 12, 2024

Understanding Outbound Voice Communication At its core, outbound voice communication involves proactive contact with customers or prospects through calls initiated by the business. This method is not just about sales; it’s an opportunity to provide value, gather feedback, and build lasting relationships.

Contact center software 52

Contact center software Scripts Contact Center Consulting 52

Noble Systems

JANUARY 21, 2019

Sales SPIFFs and contests have been used to incentivize contact center agents to sell more for decades. Although these one-off tactics may result in spikes in sales, they do not produce sustained improvements in sales performance. Because the psychology of sales, like most things, is fairly complex.

Gamification 61

Gamification Sales CRM Contact Center 61

JustCall

OCTOBER 25, 2023

This data then empowers you with understanding which calls are closing leads and driving sales versus which ones aren’t. In this guide, we will explore the issues contact centers face when streamlining call tracking expansion and look at possible solutions for the same.

Interactive Voice Response 52

Interactive Voice Response Contact Center First call resolution Metrics 52

ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. This is multiplied in a contact center as often the customer experience is the main focus. Target Posting.

Call Center 192

Call Center Scripts Contact Center Advertising 192

NobelBiz

NOVEMBER 20, 2023

Leveraging the power of the cloud, this VoIP service allows you to take calls seamlessly from any location across the globe, making it an ideal 100% work-from-home solution. Departments group extensions together, facilitating organized call routing and making it easier for callers to reach the right person or team.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

Playvox

JANUARY 30, 2024

It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support. In a contact center setting, this can mean badges, a point system, and moving up to the next level when agents perform well. Adding game-like elements is one way.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Upstream Works

NOVEMBER 4, 2021

When it comes to adopting new technology, contact centers prefer easy transitions with minimal impact on continuity. This is fine for routine updates of existing technology, but this is not sufficient for legacy-based contact centers as they try to keep up with digital-first customers.

Contact Center 78

Contact Center contact center solutions Call Center Multichannel 78

aircall

JANUARY 24, 2022

The idea of customer support is more than a necessity for post-sale activities. It’s a mistake to view your customer support team as a cost center. When you make your customers feel important, your customer service team becomes a growth center that drives your revenue up continually. Set up a call center.

Call Center 126

Call Center Best practices call center software CRM 126

Vistio

MARCH 11, 2024

If you work in a contact center, you know just how crucial a well-trained agent can be. Whether your agents are in sales, customer service, or any other client-facing role, the success of your business often hinges on the effectiveness of your agent’s training. Improvements in training should result in higher CSAT scores.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

Noble Systems

JANUARY 21, 2019

Sales SPIFFs and contests have been used to incentivize contact center agents to sell more for decades. Although these one-off tactics may result in spikes in sales, they do not produce sustained improvements in sales performance. Because the psychology of sales, like most things, is fairly complex.

Gamification 52

Gamification Sales CRM Contact Center 52