NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

NobelBiz

JUNE 5, 2023

When effectively executed, it can boost sales, increase profits, and lead to significant business growth. However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them.

Call Center 52

Call Center Scripts CRM Contact Center 52

Hodusoft

NOVEMBER 1, 2022

The organization’s using the Call Center Software to measure how well they handle customer calls and try to improve CX with the first call resolution. The organization’s using the Call Center Software to measure how well they handle customer calls and try to improve CX with the first call resolution. How to measure FCR?

First call resolution 52

First call resolution call center software Call Center Wait times 52

Etech

AUGUST 14, 2019

Working in today’s call center is a demanding job. The simplest of transactions are now often handled via self-service tools, leaving more complex work left to today’s agent. Effectively leading today’s call center agent can be even more challenging. Effective Sourcing. Fun and creative experiences. Employee Training.

Call Center 63

Call Center Morale Self service Management 63

aircall

OCTOBER 6, 2021

As a business owner, you need to create an environment where there is meaning behind the tasks your employees do. Well, engaged employees are more likely to perform consistently well, advocate for your business, and help their colleagues do better. By improving these, you’ll ultimately boost your company’s profits, too.

Sales 117

Sales Scripts Best practices Feedback 117

teleopti

AUGUST 23, 2019

In the race to maximise productive agent time, contact centres increase the risk of employee burnout and diminished customer experience. Ben Willmott at Teleopti advocates the comfortable middle ground using automated Workforce Management to improve agent occupancy and reduce shrinkage. .

Coaching 63

Coaching Morale Best practices Contact Center 63

CrazyCall

JANUARY 14, 2020

Whether your team exclusively handles inbound calls or operates using Live Chat, the work and its challenges are the same all over the world. And the world over, call centers have busy periods. Plan ways to reduce the impact next time. So, for managers, you need to keep your team motivated, focused and happy.

Management 63

Management Customer Service Morale Contact Center 63

Avaya

MARCH 11, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. With all the high-profile focus on better Digital Customer Experiences (DCX), many IT and business leaders are tempted to rush into a project that promises to boost sales, cut costs, or improve customer ratings. My best advice: Slow down!

voip 42

voip Contact Center Enterprise Analytics 42

Etech

AUGUST 14, 2019

Working in today’s call center is a demanding job. The simplest of transactions are now often handled via self-service tools, leaving more complex work left to today’s agent. Effectively leading today’s call center agent can be even more challenging. Effective Sourcing. Fun and creative experiences. Employee Training.

Call Center 48

Call Center Morale Self service Management 48

aircall

JUNE 30, 2021

For one thing, it sends new customers emails to share tips on properly setting up the product. These companies make it clear that there is great value to be had in focusing on your existing customer base. The customer retention rate refers to the percentage of customers that remain with your business over a specific period.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

aircall

OCTOBER 5, 2016

A virtual call center is a contact center whose agents work remotely. Rather than being working out of your business’ offices, the agents operate from a separate third party location, or even from their own homes. Virtual call centers work through Voice Over Internet Protocol. Let us show you why.

virtual call center 48

virtual call center call center software Call Center outsourcing 48

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Top Priorities for 2018. No Landslide Victories.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. The key to maintaining peak performance is to continuously optimize productivity and streamline operations.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

NobelBiz

APRIL 25, 2023

The call center industry is notorious for its high operating costs, making it imperative for businesses to find innovative ways to cut expenses while maintaining or improving the service quality. This comprehensive guide will explore the top 12 call center cost-reduction strategies to help unlock your business’s full potential.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

JustCall

JANUARY 18, 2023

In an inbound call, a customer initiates a call to a business’s contact center. Call centers usually take inbound, and outbound calls for a business. An example of inbound calling is a customer calling a business to inquire about the availability of a product or to request information about a service.

outsourcing 52

outsourcing Scripts Call Center Interactive Voice Response 52

JustCall

AUGUST 9, 2022

While virtual call center software existed even before, these solutions have amassed massive demand in this pandemic economy. But before rushing to put your money into any one tool, it’s a good idea to have a complete understanding of the virtual call center software costs so as to allocate your capital optimally.

virtual call center 52

virtual call center call center software Call Center Interactive Voice Response 52

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. Meet Our Panel of Call Center Leaders and QA Pros: Art Coombs. “The huge turnover rate of call centers means…” Continuous hiring and training of new agents.

Call Center 140

Call Center call center software outsourcing Coaching 140

Blueship Call Center

MARCH 31, 2023

You frequently need to think about scaling up your operations as your firm expands to more effectively satisfy your business needs. Many small business owners believe that to outsource their contact centers, you must be a major corporate conglomerate, but this is untrue. What Is Outsourcing of Contact Centers?

outsourcing 45

outsourcing Call Center Calibration Contact Center 45

ViiBE Blog

APRIL 22, 2021

A call center depends on many different people to function correctly. Each call center agent must balance performance targets with customer satisfaction. Team leaders have a unique role in ensuring agent productivity and a conducive work environment. How can I improve my call center performance?

Call Center 52

Call Center Management Average Handle Time Best practices 52

aircall

JANUARY 27, 2021

With so many people needing to work remotely, you may be wondering how to start a virtual call center , and if so, how to do it right. Many companies are following the trend by switching their on-site call center to a totally virtual call center. Others are setting up a virtual call center right from the start.

virtual call center 62

virtual call center Call Center call center software voip 62

Comm100

JUNE 13, 2018

Ready to put on your holiday best? Put the customer experience at the forefront of your priorities, and make purchasing a breeze by removing any friction from the buying experience. What speedbumps have caused your customers undue stress during past holiday season(s)? Introduction. percent begin shopping before September.

Self service 53

Self service Chatbots Advertising Sales 53