Expivia

JANUARY 21, 2021

What happens when you are told to come up with the policy plan to safely get your call center back onsite in your brick and mortar facility? We talk about procedures for coming to work, traffic flow, distancing, getting nuanced with break times, and having a safety coordinator for each shift.

Call Center 52

Call Center Employee engagement Marketing Sales 52

Fonolo

FEBRUARY 23, 2022

For contact center management, ensuring the safety of customers, call center agents, and all other employees should always be a top priority. A Complete Guide to Call Center Security. Developing a successful call center security strategy isn’t a fast and easy process.

Call Center 87

Call Center Contact Center Technology Personalization 87

Toister Performance Solutions

APRIL 30, 2020

You have an urgent service issue, so you decide to call. The interactive voice response system (IVR) prompts you to enter some basic account information like the last four digits of your social security number. I’m going to show you three ways to fix that by providing more authority, resources, and procedures.

Average Handle Time 83

Average Handle Time Interactive Voice Response Agent Empowerment Contact Center 83

Fonolo

MAY 26, 2020

Does your call center feel more like a burden than an asset? You’re not alone — contact center managers often find themselves faced with tough challenges, including clunky technology, dysfunctional processes, and less-than-happy customers. How can you turn your contact center into a highly efficient part of your business?

Contact Center 142

Contact Center Abandon rate Call Center Interactive Voice Response 142

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

Help Scout

SEPTEMBER 14, 2021

Armed with those insights and learnings, you should be able to get started on — or refine — your own customer service program to start delivering consistently exceptional support. It delivers insights that improve your product, marketing, and/or service. 5 strategies and 13 tips for small business customer service.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

JustCall

APRIL 12, 2023

One of the ways in which call centers as brands have done so is by undergoing a rigorous digital transformation over the past two years. This transformation led to virtual call centers, which allow call centers to make and receive customer calls on the go, and be available 24×7 owing to the flexibility of the cloud.

virtual call center 52

virtual call center call center solutions Call Center call center software 52