BlueOcean

OCTOBER 4, 2023

But what mix of live agents versus AI is best for your business? And how do offshore solutions, interpreters, and texting play a role? The same is true for first call resolution and average handle times. ICMI data shows that 66% of agents get frustrated when faced with language barriers. But what’s the best approach?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Call Experts

APRIL 8, 2024

Have you ever wondered what is it like for the call center agent answering my phone when I partner with Call Experts? Performance Metrics in the Call Center Call center operations rely heavily on performance metrics to evaluate and improve efficiency. Continue below to learn more.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

Global Response

MAY 15, 2023

What do call center quality and your car have in common? Call center quality is often handled similarly—pushed to the backburner until there’s a glaring issue or a flashing red light indicating a major problem. What KPIs and metrics are most important for your call center?

Call Center 62

Call Center Scripts Coaching outsourcing 62

NobelBiz

FEBRUARY 14, 2023

Dead air time refers to the period of inactivity during customer interaction in a contact center; the time between when an agent finishes speaking and when the customer begins speaking or vice versa. Record the duration of dead airtime in each interaction. Identify instances of dead airtime during the interactions.

Contact Center 52

Contact Center Call flow Scripts Interactive Voice Response 52

Playvox

APRIL 25, 2023

Let’s confess — we’ve all nodded off during on-demand remote training sessions. The recorded talking-head, one-to-many format is a surefire way to put even the most highly caffeinated employees to sleep. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be?

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

Expivia

FEBRUARY 26, 2024

Preparing Your Contact Center for the Future: A Strategic Technology Roadmap Introduction In the rapidly evolving contact center industry, staying ahead means not just selecting the right technologies but also preparing your organization for their integration and use.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. The drastic changes of the past few decades have caused a complete shift to high-tech modern solutions, where software has become key in transforming day-to-day call center operations.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

JustCall

OCTOBER 19, 2023

About 63.37% of leaders feel making WFH a permanent option should be essential: However, maintaining employee productivity for any contact center manager is near impossible, no matter how much they micro-manage. To top it off, tracking calls for remote workers and maintaining quality can add insult to injury.

virtual call center 52

virtual call center Sales call center software Scripts 52

Fonolo

SEPTEMBER 21, 2023

Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. Decide on five to seven KPIs and set goals to measure your agents’ performances. The 4 Most Important Call Center Agent Performance Metrics 1.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Balto

JUNE 12, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email In today’s economy, contact center leaders are tasked with doing as much as possible with as few resources as possible. We talked to 400+ contact center leaders about exactly this phenomenon in order to understand how they are doing more with less.

Contact Center 52

Contact Center Coaching Gamification Upselling 52

NobelBiz

APRIL 3, 2023

As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

Fonolo

OCTOBER 4, 2022

Skills-based call routing sounds super technical! While there is a tech side to it, at its heart, skills-based call routing is all about peopl e. Picture this: Y ou’re the coach of a soccer team. If you were to use a forward player as your goalie for the penalty kick, you would not be setting your team up for success.

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

JustCall

JANUARY 5, 2023

Speech analytics software analyses live or recorded calls and interpret emotional indicators. Speech analytics software uses artificial intelligence to analyze spoken language similar to voice recognition software. Speech analytics solutions are either integrated into contact center software or provided as a preloaded feature.

Analytics 52

Analytics Coaching Call Center APIs 52

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. Now more than ever, as we increasingly experience life remotely, the most important— sometimes only—interactions we have with brands are through call centers. Contact centers must train agents to work smarter and more effectively.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Expivia

MARCH 1, 2022

Call center agent training isn’t usually a walk in the park. After all, your call center agents may be a customer’s first touchpoint in interacting with the brand. 83% of high-performing call center agents attributed their performance to the quality of training they received at their call centers.

Education 98

Education Call Center Construction Feedback 98

JustCall

FEBRUARY 3, 2021

Call center managers are the ringmasters of all operations in a call center. Likewise, sales and customer support managers supervise corresponding agents. Ensuring that your agents are doing well on-job is more than just a matter of measuring metrics. Agents' training is not a one-time task.

Analytics 98

Analytics Interactive Voice Response call center software Call Center 98

Calltools

NOVEMBER 16, 2022

Call management is an essential aspect of running an effective contact center. You can improve your dialing experience by ensuring your agents are properly trained and equipped with the necessary tools. Call Management Tools. The breadth and quality of call management tools are crucial.

Interactive Voice Response 52

Interactive Voice Response Management CRM Scripts 52

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. An era where agents can work from anywhere in the world without being tied to one particular place. billion by 2030. What is CCaaS? What is CCaaS?

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

TechSee

APRIL 16, 2019

Many of us have worked in contact centers. Contact center agents want to work for employers who help them to develop and grow their careers – and they’re not afraid to leave if they’re not getting what they need. What Matters Most to Contact Center Managers.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

SharpenCX

MARCH 25, 2021

As customer service leaders continue to embrace the life where agents can work from where they’re most comfortable, new challenges catapult to the top of priority lists. Download Now] Use your contact center’s data to improve the customer experience today. What can speech analytics do for my call center?

Coaching 67

Coaching Analytics Call Center Quality management 67

Callminer

APRIL 23, 2019

PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). These phone calls are often kept for many reasons, including: Protection against liability. To train and evaluate call center staff.

Best practices 159

Best practices Call Center Banking Contact Center 159

Callminer

FEBRUARY 21, 2018

Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. Meet Our Panel of Call Center Experts: Nenad Cuk. Janeen Ansell.

call center software 210

call center software Call Center Contact Center Analytics 210

Fonolo

AUGUST 29, 2018

In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. Contact center professionals? We call it the ‘golden rule’ of customer service. Start there first.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Balto

DECEMBER 4, 2023

Watch the full recording here. Every contact center has the capability to add value to their company through customer acquisition. By leveraging a clear mission, omnichannel solutions, and agent support, you can increase conversions and perpetuate steady growth. That’s the power of a centralized contact center.

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

Babelforce

SEPTEMBER 15, 2021

Call center agents are an essential part of your customer experience and brand. To be fully effective, agents need your support; implementing a solid call center training program will equip your team with everything they need to handle conversations effectively. 1 Start training early.

Call Center 102

Call Center Scripts Contact Center Airlines 102

Babelforce

JULY 28, 2022

In this post: What is call monitoring? Why do contact centers monitor calls? What are the advantages of call monitoring? “This call may be recorded for quality and training purposes” We’ve all heard these words before. But what exactly is call monitoring? Call takeover.

Contact Center 52

Contact Center Call Center Coaching Feedback 52

Babelforce

JULY 28, 2022

In this post: What is call monitoring? Why do contact centers monitor calls? What are the advantages of call monitoring? “This call may be recorded for quality and training purposes” We’ve all heard these words before. But what exactly is call monitoring? Call takeover.

Contact Center 52

Contact Center Call Center Coaching Feedback 52

Global Response

JANUARY 31, 2024

Today, we will explore how call centers in the USA have an advantage when adhering to regulatory compliance. We’ll look at several key regulations that affect call center compliance. The Do Not Call (DNC) list : Individuals can register their information on the DNC list to stop receiving telemarketing calls.

Call Center 62

Call Center Telemarketing Government Healthcare 62

Tethr

JULY 6, 2020

It’s too early to brush COVID-19’s sweeping impact aside, but call center leaders are already looking for ways to proactively ready themselves and their teams for the next crisis—or the second wave of this one. A real strategy for sudden increased call volumes. Continuous training for “what if” instances.

Call Center 114

Call Center At home agents Contact Center Contact center software 114

Call Experts

OCTOBER 19, 2023

Behind the Scenes: A Day in The Life of a Call Center Agent Have you ever wondered what is it like for the call center agent answreing my phone when I partner with Call Experts? Continue below to discover the call center KPIs that are commonly measured to ensure consistent quality.

Call Center 59

Call Center Average Handle Time Coaching Metrics 59

SharpenCX

JUNE 2, 2021

Naturally, I called customer service to track it down. They leave a bad taste and drive us away from confronting errors with service. It becomes too much of an effort to call and waste precious time, only to be disappointed with the outcome. And as a call center manager, you want your agents to stay far away from both. .

Coaching 67

Coaching Call Center Scripts Analytics 67

SharpenCX

SEPTEMBER 8, 2021

And how do you know who’ll recommend your company to their friends and who will take to the Twitterverse to bash you? Use NPS in your contact center to learn what makes your advocates tick, so you can keep those customer relationships strong and continue to improve. >> How can you improve NPS?

Customer advocacy 128

Customer advocacy Contact Center Surveys Coaching 128

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service. Look no further!

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52