ShepHyken

AUGUST 19, 2022

This week we feature an article by Cassidy McDonnell, Creative Solutions Manager at Balto Software , a company that helps agents live on the call to analyze what’s working and scale best practices in real-time. She shares how organizations can improve employee engagement and customer satisfaction.

Scripts 202

Scripts Customer Experience Employee engagement Best practices 202

ShepHyken

JULY 15, 2022

He shares how organizations can gain loyal customers by providing an experience that exceeds expectations. We’ve entered a new era of service where businesses that are serious about scaling and retaining their customers — especially small businesses using continuity models (e.g., My service is so good that I stay and I pay. .

Coaching 330

Coaching Customer centricity Accountability Feedback 330

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

JustCall

APRIL 15, 2024

Is your sales dial tone sounding like a dead end? In today’s digital age, reaching potential customers by phone can feel like shouting into the void. With consumers bombarded with countless phone calls, breaking through the noise and connecting with potential customers is becoming harder.

Call Center 52

Call Center Multichannel Benchmark CRM 52

VirtualPBX

SEPTEMBER 14, 2023

Integrating VoIP & texting in your business transforms the way you communicate with your partners, customers, and employees. Integrating VoIP & texting in your business transforms the way you communicate with your partners, customers, and employees. Let’s get started on transitioning your business.

voip 105

voip CRM Consulting Consulting 105

3CLogic

APRIL 10, 2024

A digital-first approach lies at the core of every contact center’s transformation strategy, yet solely relying on digital channels risks damaging your customer service. In this article, we’ll explore how to streamline service management by adopting an omnichannel engagement workspace.

Management 64

Management Call Logging CRM Call flow 64

Fonolo

NOVEMBER 8, 2022

High call volumes are three words that can strike fear into the heart of any call center professional. Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries.

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

Call Design

JANUARY 21, 2021

Is your contact centre prepared for success in 2021? Equip your agents and staff with the tools and technology they need to focus on what matters most: your customers. During these calls, AI can suggest specific products for your agents to upsell to customers. About Call Design. Social Media.

Upselling 167

Upselling Coaching Consulting Consulting 167

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Fonolo

DECEMBER 15, 2022

Call center leaders are always looking for ways to take their operations to the next level. But the question is: what does that next level look like for your business? That all depends on the goals your contact center sets. The first step is deciding where to focus your efforts. Improve the Customer Journey.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

Calltools

APRIL 3, 2024

Technology and customer expectations have changed a lot over the last few years. Take some time to learn about the contact center trends for 2024 that will put your team on the path to success. Focus on Customer Care All of the contact center trends you adopt should ultimately improve customer care.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

Lumoa

FEBRUARY 7, 2023

With all relationships, taking the time to listen is crucial to its success. Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. How do you collect VoC data?

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

aircall

OCTOBER 17, 2022

As your start planning for the coming year, optimizing your sales win rate is probably a top priority. To gain a deeper understanding of how to improve it, let’s first take a look at how to define it, calculate it, and why it’s important. . How to Define Your Sales Win Rate. Build Great Relationships.

Sales 117

Sales Gamification Metrics Accountability 117

Spearline

MARCH 17, 2022

Call centers are the core of today’s industry. Every successful company has a call center to engage with its customers, addressing their needs and providing assistance. It is vital to ensure that these customer engagements build a strong customer relationship. Customers want their calls answered.

Customer Experience 105

Customer Experience Call Center Feedback Management 105

Global Response

FEBRUARY 26, 2024

In today’s world, customers expect not only excellent products but also excellent service. Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. So just what is high-quality customer service?

Call Center 62

Call Center Customer Service outsourcing CRM 62

Fonolo

AUGUST 26, 2021

Last year, COVID-19 shifted many call center environments to new models. Nation-wide lockdowns forced many call center companies to either shut down or adapt to a work-from-home model. Call centers provide a vital service to customers worldwide. The call center environment evolved to a few different forms after COVID-19.

Call Center 142

Call Center Real estate call center software Interactive Voice Response 142

Fonolo

SEPTEMBER 5, 2018

While we’re not all Eternia-born superheroes like him, per se, as mere mortals we can still aim to be the masters of our own universes (contact center universes, if we’re being specific here) and harness the unshakable power to satisfy our customers. This in turn will generate more positive aftereffects than you might initially think.

Abandon rate 240

Abandon rate Contact Center Call Center Technology 240

Nicereply

FEBRUARY 8, 2023

People who are unhappy or who need help want a solution as quickly as possible, and a phone call is typically the way to make that happen. Most customer service communication happens over the phone. Many of these phone calls aren’t particularly pleasant to start out with.

Wait times 105

Wait times Customer Service Personalization Management 105

TeleDirect

DECEMBER 14, 2023

According to a recent Salesforce report , 80% of customers believe the experience you provide is as important as your services or products. For this reason, some businesses shy away from the support call centers provide, thinking they couldn’t offer that level of engagement — and they would be wrong.

Call Center 62

Call Center Technology Interactive Voice Response Scripts 62

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. But how do you know which solutions are best for your operation? To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation.

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

Calltools

FEBRUARY 22, 2023

After-call work (ACW) includes all of the actions that your agents must perform after ending a phone call. These tasks may vary depending on the nature of your contact center and your internal processes. What Makes Up After-Call Work (ACW) Time?

Contact Center 94

Contact Center CRM Call Center Management 94

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. Table of Contents What is a Debt Collection Agency and How does it Work?

Customer centricity 59

Customer centricity Contact Center Technology Telemarketing 59

NobelBiz

JUNE 13, 2023

When it comes to business communication, one common issue you might face is having your numbers labeled as spam. Legitimate businesses find themselves grappling with the consequences of having their calls inaccurately classified as scams or spam. This labeling typically occurs when recipients report your calls as unwanted or intrusive.

Telemarketing 97

Telemarketing Contact center software Contact Center Feedback 97

The Northridge Group

AUGUST 14, 2023

Combating these growing attrition rates begins with implementing new and improved training and development programs. In a time when companies need more skilled associates than ever, and they need them fast, such investments and improvements are essential to contact center and associate success.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

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. Instead, it’s helpful to think of it as regular part of your workforce management. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

TeleDirect

DECEMBER 14, 2023

There was a time when outbound call centers consisted of a person calling phone number after phone number in search of that one lead. In essence, they exist to increase sales, ensure customer retention and promote your brand. So, what is outbound call , exactly? Now, back to business.

Business Process Outsourcing 62

Business Process Outsourcing Telemarketing Call Center Best practices 62

aircall

JANUARY 24, 2022

Without customers who make purchases, refer friends, and keep coming back for more, it’s very hard to grow a business. Making your customers feel important is a vital component of this cycle. But warning: This doesn’t mean you can take customers for granted just because you have something they crave.

Call Center 126

Call Center Best practices call center software CRM 126

Fonolo

JANUARY 13, 2022

Managers and supervisors must schedule, monitor, and engage call center agents. They’re also responsible for managing agent performance , keeping track of company KPIs and metrics, maintaining customer service strategies, managing budgets, and monitoring the latest trends in the contact center. Get on the phone. .

Call Center 81

Call Center Management Average Handle Time Metrics 81

Nicereply

JANUARY 17, 2024

In today’s hyper-connected world, where customers wield more power than ever before, businesses face an unrelenting challenge: customer complaints. Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? Why solve customer complaints?

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

TeleDirect

FEBRUARY 24, 2021

Your administrative staff spends much of their time working directly with patients in the office or filling records and reports. This makes it difficult to answer every phone call from patients looking to schedule appointments or needing information about their account at your office. Cost Savings. Office chair.

Finance 118

Finance Healthcare Call Center outsourcing 118

Fonolo

APRIL 29, 2021

Call centers have traditionally been seen as unprofitable, and a necessary cost for businesses. However, recent data has shown that creating exceptional customer experiences and providing quality service with a human touch has a direct effect on consumer loyalty and how much they spend. Types of call centers.

Call Center 128

Call Center outsourcing CRM Technical Support 128

JustCall

APRIL 3, 2024

Auto dialers are a secret weapon for call centers and sales teams. They are tireless assistants handling manual dialing while your agents focus on closing sales or generating leads. With auto dialers, your agents can effortlessly connect with live prospects, avoiding busy signals or voicemails.

Sales 52

Sales CRM Scripts APIs 52

Hodusoft

MAY 10, 2023

11 Must Know Call Center Terminologies- A Guide! In today’s business landscape, call centers serve as the primary channel for communication with customers, providing them with product and service information and support. This also leads to improved customer satisfaction and increased loyalty.

Call Center 100

Call Center Abandon Call Interactive Voice Response call center software 100

VirtualPBX

MARCH 7, 2024

In this blog post, we’ll delve into what PSTN is, how it works, and discuss its superior counterparts in today’s digital landscape. How does it work? It comprises a vast network of copper wires, fiber-optic cables, microwave transmission links, cellular networks, and satellites, managed by telecommunications companies.

voip 59

voip Telecommunications Wireless CRM 59

Calltools

OCTOBER 4, 2023

How busy are your contact center agents during the day? It’s a key performance indicator that shows how much time a customer representative spends handling queries. Most contact center managers aim for a 100% occupancy rate – meaning reps spend all their time helping customers rather than waiting for a call.

Contact Center 52

Contact Center Self service Call Center Metrics 52

Quality Contact Solutions

JANUARY 5, 2023

How can you get more leads and how can you make sure that your sales team is capitalizing on those leads? Follow these tips to see improved results. Follow these tips to see improved results. So, how can you more effectively reach prospects? Would you stay on the phone? So, what’s the magic sauce?

Telemarketing 105

Telemarketing outsourcing B2B Scripts 105