NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? When customers reach out to a call center, they often expect their issues to be resolved immediately. The industry benchmark for supervisor escalation is 10% or less .

Call Center 105

Call Center Management Wait times Contact Center 105

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! Trust us; it’s worth the effort to review your operations and pinpoint the places where automation can offer the most significant payload.

Call Center 135

Call Center Contact Center Wait times Chatbots 135

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

SharpenCX

AUGUST 31, 2021

Transparency is key when you’re managing a successful team. A lot of data is coming in and out of your contact center platform throughout the busy day. You need a concise and digestible picture of your team’s performance so you can practice that transparency. This is where a call center dashboard comes in.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

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

NobelBiz

MARCH 19, 2024

Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Table of Contents What is a Call Center Dashboard?

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

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. To address this issue, COPC Inc.

Call Center 99

Call Center Gamification Coaching Employee engagement 99

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. How do you keep your best employees engaged, motivated, and empowered? One way to tackle the challenge is to integrate artificial intelligence (AI) into your workforce engagement strategy.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

The Northridge Group

NOVEMBER 4, 2021

Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. Recalibrating the team on current vs. desired future state performance. Refocusing team managers to listen to calls with the “ ear of the customer ”.

Best practices 136

Best practices Coaching contact center associations Contact Center 136

Real Blue Sky

APRIL 17, 2023

The contact center is the primary hub of contact between your organization and your customers. Ken Blanchard is credited with reminding us to “Take care of your customers or someone else will.” It is critical that contact centers operate effectively to efficiently meet customer expectations.

Contact Center 98

Contact Center Metrics Technology Self service 98

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. With some hard work, consistency, and great tools, your team will soon reach new heights of operational efficiency! Look after your people.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

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. 60% of consumers have switched brands due to a negative contact center experience.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

SharpenCX

DECEMBER 13, 2021

In a virtual call center, this level of disengagement could seriously affect your customer and employee loyalty. . report that engaged and satisfied call-center employees are: 8.5x Keeping your Virtual Call Center Employees Productive. Call center managers are responsible for 70% of their team’s engagement.

virtual call center 128

virtual call center Call Center Metrics Coaching 128

Fonolo

AUGUST 12, 2021

High call center agent productivity is every call center manager’s dream. Not only does it lead to higher profits and lowered costs, it also results in better employee engagement and improved customer experiences. As managers, you need to be aware of your agents’ performance to ensure a good customer experience.

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

NobelBiz

MAY 7, 2024

Call centers are constantly facing the challenge of maintaining high efficiency while adhering to strict regulatory compliance. This gap has paved the way for hybrid dialer solutions, which integrate seamlessly with existing call center technology to offer the perfect blend of automated and manual dialing capabilities.

Call Center 59

Call Center Interactive Voice Response Wait times Telemarketing 59

JustCall

APRIL 15, 2024

Is your sales dial tone sounding like a dead end? In this article, we’ll explore unique strategies and tools designed to increase the customer contact rate. TL;DR: Quick Summary Call connect and pickup rates are crucial metrics in call centers. But what if you have an average customer contact rate?

Call Center 52

Call Center Multichannel Benchmark CRM 52

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. During the best of economic times, it’s a smart business practice.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Fonolo

NOVEMBER 19, 2020

As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Over the past few months, our team at Fonolo has been working diligently to explore the latest contact center trends. The State of the Contact Center in 2020.

Contact Center 162

Contact Center Abandon rate Enterprise Government 162

SharpenCX

JUNE 28, 2023

Improving your customer service metrics requires a deeper look at which KPIs make sense for your contact center and the strategies you use to achieve them. Improving your customer service metrics requires a deeper look at which KPIs make sense for your contact center and the strategies you use to achieve them.

Call Center 67

Call Center Metrics call center software Contact Center 67

JustCall

APRIL 3, 2024

A surge in call volume is always good news for your business. It shows more customers are interested in your product or service. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. It can further lead to a dip in customer experience and a shrinking ROI.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

BlueOcean

FEBRUARY 14, 2024

That’s what has happened in the outsourced contact center space when it comes to SaaS clients — there’s been a metamorphosis from customer service cost center to customer success revenue protection and generation center. Work with your outsourcer to build the CSS profile, then trust them to hire the right people.

SaaS 71

SaaS outsourcing Brand ambassadors Average Handle Time 71

SharpenCX

JULY 26, 2023

Every call your contact center receives brings heaps of data with it: customer information, customer preferences, product insights, customer satisfaction scores, and much more. But perhaps you’re sitting on all of your call center data. Instead, you rely on gut checks or old tactics to inform your strategy.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

JustCall

OCTOBER 22, 2023

Contact centers are based on catering to customers’ needs and queries. After all, your business can only succeed if your customers are happy with your products and service. The easiest way to do so is by tracking and analyzing customer behavior through contact center interactions.

Contact Center 52

Contact Center Contact center software Abandon rate Analytics 52

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what mix of live agents versus AI is best for your business?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

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? Hiring, training, upskilling, and retaining agents are activities critical to your success.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Fonolo

AUGUST 5, 2021

Regardless of your industry, providing ongoing training opportunities can mean the difference between finding lasting employees and experiencing high turnover rates. The proof is in the statistics — a proper training strategy leads to more engaged employees. How to Foster Agent Engagement in a Hybrid Contact Center.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

Fonolo

AUGUST 15, 2023

When it comes to demystifying call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. But as is often the case with call centers, things get complicated quickly. What is Occupancy in a Call Center?

Call Center 67

Call Center Schedule adherence Contact Center Agent burnout 67

Fonolo

AUGUST 19, 2021

Burnout is a mix of feeling exhausted, negative, and distant from your job all at once. And, those stats are even higher for customer support representatives, including call center agents. An overwhelming majority of call center agents (74%) are at risk for burnout. How to Foster Agent Engagement in a Hybrid Contact Center.

Agent burnout 148

Agent burnout Call Center Metrics Contact Center 148

Fonolo

OCTOBER 12, 2021

Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation.

Call Center 147

Call Center Agent burnout Abandon rate call center workforce 147

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? In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

Playvox

FEBRUARY 6, 2024

They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. What do they have in common? What’s their secret? But why stop there?

Quality management 83

Quality management Customer centricity Management Contact Center 83

Call Experts

NOVEMBER 19, 2020

Are you in charge of finding new ways to generate leads for your business? Have you ever considered contact centers and call centers? Success with lead generation strategies makes a significant difference in your business’s bottom line. But, the practice doesn’t end with the lead generation.

Best practices 98

Best practices Contact Center Call Center Telemarketing 98

Lumoa

JANUARY 15, 2024

This article will explore ways to leverage conversational commerce to improve customers’ experiences with your brand. Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. One effective solution lies in conversational commerce.

Customer Experience 83

Customer Experience Chatbots Best practices Metrics 83

Fonolo

NOVEMBER 15, 2022

They’re a staple of almost every workplace, and call centers are no exception. If your agents aren’t satisfied in their daily work, or they’re not doing their job properly, it can spell disaster down the road. The Executive Guide to Improving 6 Contact Center Metrics. Ah, performance reviews. DID YOU KNOW?

Call Center 127

Call Center Management Average Handle Time Employee engagement 127

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. Conversational IVR breaks the mold of the traditional contact center, which focuses on efficiency at the expense of customer service.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

Fonolo

OCTOBER 18, 2022

Agents are the key to a successful call center—that’s no secret. But it takes more than hiring the right individuals to reach your goals. People management is a big part of running a successful call center, including managing employee absences, both scheduled and unscheduled. Calculating Absenteeism in the Call Center.

Call Center 87

Call Center Abandon rate Metrics Contact Center 87