Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. It should be among your key strategies and always part of your playbook. Get clear and honest about your real goals.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Fonolo

APRIL 29, 2021

Call centers have traditionally been seen as unprofitable, and a necessary cost for businesses. With that said, call centers are expensive to run, so it’s important to consider the financial costs involved. If you’re thinking of launching your own call center, here’s a guide to help you calculate the costs involved.

Call Center 128

Call Center outsourcing CRM Technical Support 128

Fonolo

MAY 13, 2021

Call centers have a reputation as a ‘money pit’ for businesses. Historically, they’ve been viewed as a costly yet necessary operation for businesses. The ROI of Call-Backs for Your Call Center. The ROI of Call-Backs for Your Call Center. Read on for a simple guide on breaking down your call center costs.

Call Center 129

Call Center Contact Center outsourcing CRM 129

Lumoa

JANUARY 24, 2024

Whatever shape the feedback takes, it contains valuable information that can be used to improve your business’ performance. That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. Customer satisfaction drives key metrics like your Net Promoter Score (NPS).

Analytics 83

Analytics Feedback Metrics Surveys 83

Real Blue Sky

SEPTEMBER 12, 2023

As someone who’s been immersed in the customer experience realm for over three decades, I’ve seen businesses grapple with the complexities of managing customer contact centers – whether they were insourcing or outsourcing customer service. That’s why it can pay to use a customer service vendor management expert. The result?

outsourcing 105

outsourcing Management Customer Service Contact Center 105

Tethr

AUGUST 2, 2021

If you’re looking to improve your quality assurance process, you’re in the right place. Today, your business is collecting more data than ever before, and the future only holds more. This means you can’t just automate your current process and hope for the best. Are we tracking customer experience (CX) ratings?

Metrics 110

Metrics Surveys Call Center Technology 110

CSM Magazine

OCTOBER 10, 2023

While both are critical for business success, understanding how accounting and bookkeeping services differ is key. By the end, you’ll understand the vital contributions quality accounting and bookkeeping make to your company’s financial health. Businesses use accounting to record every dollar earned or spent.

Accountability 59

Accountability Finance Management Sales 59

JivoChat

FEBRUARY 22, 2023

This guide will provide you with a comprehensive step-by-step overview of everything you need to know about outsourcing your ecommerce in 2023 - from choosing the right partner and evaluating prospective services to implementing cost-effective strategies for maximum return on investment. from 2023 to 2030. Let’s get into it.

outsourcing 82

outsourcing SaaS Accountability Analytics 82

Outsource Consultants

NOVEMBER 1, 2021

96% of customers will leave you because of a bad experience with your brand. When things are going well with your customer-facing teams, this stat probably seems like fear-mongering. Depending on your timeline, you may not have the freedom to “Do” much of anything. You’re busy. Want to be terrified? You’re understaffed.

Customer Experience 135

Customer Experience Interactive Voice Response outsourcing Self service 135

Callminer

FEBRUARY 23, 2021

Apart from achieving better flexibility in terms of customer service delivery, many call centers are finding themselves confronted with the details of doing business as new working models force management to reexamine the numbers and bolster bottom lines. Keep reading to see what is on the radar for 2021. Attention to Detail.

Call Center 376

Call Center Technology Banking Contact Center 376

Global Response

MARCH 13, 2024

Creating a seamless, personalized customer experience (CX) is one of the most crucial investments businesses can make today. It distinguishes you from competitors, fosters customer loyalty, and, ultimately, determines business success. CX is not just a nice perk but a strategic business investment with significant ROI.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

Fonolo

DECEMBER 13, 2022

Here at Fonolo , our call center tech lends itself nicely to business and development planning. Our rich insights help inform your strategy and monitor progress, showing metrics like average handle time (AHT), and much more. . You have tons of project management software to help you keep things organized — from Asana to monday.com.

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

Callminer

JANUARY 18, 2021

Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another. Read on to learn how your international contact centre can approach agent management optimisation, procedural improvements and more. Caller Expectations are on the Rise.

Best practices 226

Best practices Call Center Contact Center Scripts 226

COPC

MARCH 11, 2024

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. Its purpose is to guarantee newcomers envision a lasting career with your organization instead of viewing their position as short-term employment.

Call Center 99

Call Center Gamification Coaching Employee engagement 99

Creative Virtual

MAY 4, 2021

Businesses see this as an opportunity to improve efficiency and productivity – and it is. If users don’t have a good experience with the chatbot, they won’t keep using it. It’s important to understand this as you build your business case for a conversational AI tool. By Mandy Reed, Global Head of Marketing.

Virtual Agent 95

Virtual Agent Chatbots Self service Contact Center 95

CSM Magazine

AUGUST 11, 2023

In the current climate, running a successful business in the UK is no easy feat. For most businesses, energy bills are a significant expense, and if not managed correctly, they can contribute to significant costs that can impact operations.

Consulting 52

Consulting Consulting Customer Service Management 52

Help Scout

JUNE 8, 2021

Perhaps you’ve read about recent AI breakthroughs, seen a compelling demo, or heard that your competition is installing an AI system. Use an automated conversational approach to encourage more customer self-service: Help customers find answers themselves by guiding them step by step to the right self-service options.

Chatbots 144

Chatbots Self service Technology Customer Service 144

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? This guide will explore the whats, hows, and whys of workforce optimization. If you think about that, you’ll do things differently.”

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Callminer

APRIL 20, 2020

Business Process Outsourcing has come quite a long way in the last few years, allowing companies to achieve unheard of levels of sophistication in their market offerings without adding the strain of a vast assortment of new disciplines onto their internal teams. How Business Process Outsourcing Works. Read on to learn how BPO works.

Business Process Outsourcing 286

Business Process Outsourcing outsourcing Call Center Engineering 286

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.

Best practices 203

Best practices Call Center outsourcing Contact Center 203

Real Blue Sky

NOVEMBER 21, 2023

Unlocking Growth: The Power of Adaptation and Innovation Introduction In the current economic climate, where unpredictability is the only constant, businesses are grappling with the reality of tightened budgets and a future that’s hard to forecast. The Economics of Retention The numbers speak for themselves.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Fonolo

JANUARY 25, 2022

Really, your WFO will be different depending on the industry, size, and needs of your call center. Oftentimes, this can be quite expensive and doesn’t always contain everything a call center needs either, in which case, combining different technologies and strategies and ensuring they flow together is your next option.

call center workforce 81

call center workforce Call Center Agent burnout Interactive Voice Response 81

Fonolo

JULY 5, 2023

In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible. What is Customer Perception?

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Quality Contact Solutions

SEPTEMBER 22, 2022

With so many lead generation strategies out there, it can be difficult to determine which is best for your organization. But we know all too well how important it is to have a steady stream of qualified sales leads to keep your team busy and, ultimately, to meet your business goals.

Telemarketing 98

Telemarketing Advertising outsourcing Marketing 98

JustCall

APRIL 8, 2024

Does watching your leads go through to sales feel like a long-drawn battle? A prolonged sales cycle isn’t just inconvenient; it’s a giant hole that drains your resources and hampers your ROI. Plus, when deals take forever to close, it stops on your cash flow projections. Every business wants this process to be short.

Sales 40

Sales CRM Call Logging B2B 40

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. Businesses in today’s highly competitive industry, looking for the best strategies that they can implement to reduce costs while maintaining the quality of their service.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

GetFeedback

DECEMBER 2, 2019

What if the return on your investment is even beyond what you were hoping? Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. Start with measuring your CSAT score as outlined by GetFeedback. First things first.

Benchmark 78

Benchmark Journey mapping Metrics Customer centricity 78

aircall

JANUARY 30, 2023

Any cloud-based business phone system worth its weight shouldn’t just facilitate customer-facing calls and conversations. They should also empower businesses to drive greater value from their calls and conversations by improving operational processes. What Is Yodel?

Call Center 62

Call Center call center software Analytics Customer centricity 62

aircall

AUGUST 11, 2021

You’ll also have to decide if you need the most expensive one with all sorts of bells and whistles or if you can settle for an affordable one that’s more suited for basic call recordings. We’ve listed them below to guide you in the selection process. Once tagged, you’d want the status of the calls to show up in your dashboard of sorts.

Technology 114

Technology call center software Customer centricity Call Center 114

Callminer

AUGUST 1, 2017

He has a proven track record for successful go to market and corporate communication programs in multiple vertical tech markets. Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Most call centers struggle with efficiency at one time or another. Tyler Riddell.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Fonolo

MAY 3, 2023

This guide will walk you through everything you need to know in order to understand, measure, and reduce call abandonment in your contact center. The more successful your call center is – that is, the more calls you get – the more likely you are to face increased hold times. It’s also what Fonolo Call-Backs do best.

Abandon rate 75

Abandon rate Contact Center Abandon Call Call Center 75

Lumoa

JANUARY 19, 2023

Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand. This means they will voluntarily advocate for your brand and promote your business by word of mouth.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

CSM Magazine

JULY 17, 2023

Transferring vehicles from one business location to another can be a tricky process, but with the right knowledge and resources in place, an effective corporate vehicle transfer is entirely possible. Read on for advice that could significantly simplify complex vehicle transfer processes while creating a more efficient workflow!

Transportation 52

Transportation Management 52

Method:CRM

MARCH 13, 2023

No matter the industry, customer experience is a huge part of your business success. You should never neglect your customers’ wants and needs. If you do, you risk jeopardizing your relationships and the opportunity to develop new ones in the future. Keep reading to find out! Choose one of your competitors instead.

Customer Experience 90

Customer Experience Self service Education Best practices 90

NobelBiz

DECEMBER 19, 2023

If you want to learn more about Customer Service De-Escalation , delve into our comprehensive guide! From maintaining composure to offering your perspective, this resource equips you with the skills to turn tense interactions into positive outcomes. The secret lies in effective escalation management, a crucial aspect often overlooked.

Call Center 105

Call Center Management Wait times Contact Center 105

Quiq

MARCH 31, 2022

But few businesses dedicate as many resources to customer retention. Keeping customers happy and continuing to buy from your e-commerce business deserves (and often requires) as many resources. Customer retention is a struggle for e-commerce businesses, and it’s only become more difficult since the pandemic.

Customer retention 77

Customer retention Metrics Personalization Benchmark 77

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. This can lead to cost savings in staffing expenses.

call center software 98

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