NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. That’s equal to 9% of global GDP.

Morale 78

Morale Gamification Contact Center Quality management 78

Fonolo

JANUARY 19, 2023

If call center retention keeps you up at night, you’re not alone. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. But stressful industries like contact centers stand out. Conversation Scheduling let callers schedule a call-back up to 15 days in the future.

Call Center 155

Call Center Brand ambassadors Contact Center Chatbots 155

Fonolo

JULY 14, 2020

Flexible working arrangements have been commonplace for some time — even prior to COVID-19. Over 70% of employers who have implemented flexible working arrangements believe that it has had a positive impact on employee engagement and motivation. Get flexible instead. Flex-Time is Probably Right for Your Contact Center.

Contact Center 126

Contact Center Morale Call Center Employee engagement 126

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Now: I order online through a delivery service or schedule a pick-up.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

Fonolo

JUNE 17, 2021

Keeping your staff motivated and satisfied in their work is vital to contact center performance. But agent engagement isn’t just about making your employees happy. Its true power lies in making your team feel involved, enthusiastic, and committed to their work and workplace. Flexible work and scheduling.

Call Center 140

Call Center Morale Gamification Employee engagement 140

Fonolo

NOVEMBER 29, 2022

New call center managers have a lot to wrap their minds around. Overhauling your call center operations can seem outright impossible without a little guidance and know-how. The success of your call center agents depends heavily on your ability to lead them to that success.

Call Center 126

Call Center Contact Center Abandon rate Average Handle Time 126

Callminer

MARCH 9, 2020

Scheduling forms the foundation of every successful call center operation. Ensuring your organization has enough hands on deck at all times keeps callers from waiting too long or abandoning calls altogether before their questions can be answered. Managing Shifts. Keeping up with Incoming Calls. Monitoring Attendance and Leave.

Best practices 182

Best practices Call Center Analytics Metrics 182

Fonolo

AUGUST 12, 2021

High call center agent productivity is every call center manager’s dream. So many factors damper agent productivity, like high call volumes and staff turnover, both of which are only too common in the call center industry. 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

Fonolo

APRIL 19, 2022

Staffing and scheduling in the call center is much easier said than done. Try aligning time-off requests with operational needs, or managing agent availabilities with unexpectedly high call volumes, and you’ll quickly understand how tall an order this can be. Why is Call Center Scheduling Important?

Call Center 81

Call Center Management Abandon rate Contact Center 81

Monet Software

JUNE 10, 2021

8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce Engagement.at Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. the Same Time. A two-for-one.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Fonolo

OCTOBER 28, 2021

Call center agents do much more than answer the phone. To keep your customers happy, your contact center needs to know what types of transferable skills to look for in new hires, while also supporting the development of these same skills in your existing team members. Flexibility. Assertiveness.

Call Center 157

Call Center Contact Center Best practices Scripts 157

Fonolo

JANUARY 31, 2024

If you take a tech tool like ChatGPT and ask it about call abandonment in the contact center, the AI-powered bot will give you an earful about one of the most persistent problems in the customer service industry. If it’s not applied the right way, the mere existence of a tech tool will not save the day in your contact center.

Abandon rate 81

Abandon rate Abandon Call Contact Center Interactive Voice Response 81

Fonolo

DECEMBER 1, 2022

Call center managers know that choosing effective software is key to success. With the right tools on board, your contact center can increase agent happiness and productivity, while hitting your KPIs and running an efficient operation that scales with ease. . How to Buy Contact Center Software.

Contact center software 87

Contact center software Contact Center Interactive Voice Response call center software 87

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Fonolo

APRIL 19, 2022

Staffing and scheduling in the call center is much easier said than done. Try aligning time-off requests with operational needs, or managing agent availabilities with unexpectedly high call volumes, and you’ll quickly understand how tall an order this can be. Why is Call Center Scheduling Important?

Call Center 67

Call Center Management Abandon rate Contact Center 67

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Fonolo

AUGUST 11, 2022

Virtual call-backs have singlehandedly revolutionized the call center customer experience over the last few years. They share the same name, but film industry call-backs are quite different from the ones that improve the customer satisfaction (CSat) scores in the contact center. Let us explain! What are Virtual Call-Backs?

Interactive Voice Response 87

Interactive Voice Response Abandon rate Contact Center Technology 87

Playvox

MAY 11, 2023

In the midst of “ quiet quitting ” and continued low unemployment, contact centers are leveraging remote work as a way to attract team members. Remote work offers a multitude of benefits for both an organization and the individual team member. As a result of the COVID-19 pandemic, many companies have opted for remote work.

Management 89

Management Contact Center Coaching Employee engagement 89

Fonolo

OCTOBER 19, 2023

If you’re in the contact center industry, 80/20 service levels are likely nothing new. You may have used 80/20 service levels in your operations! You may have wondered where those SLAs came from and if they are right for your business. Contact centers fixate on getting them right , and it’s no wonder.

Contact Center 81

Contact Center Service level Abandon rate Construction 81

Taylor Reach Group

SEPTEMBER 3, 2021

After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office. The employee revolving door is something to which most contact center leaders are accustomed.

Contact Center 139

Contact Center Morale Consulting Consulting 139

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. strategy in goal-setting is key: it provides direction and helps focus your team’s time and energy. strategy in goal-setting is key: it provides direction and helps focus your team’s time and energy.

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. No matter where your customers get service, they’ll expect outstanding customer experience (CX), so you’ll have to be ready. An omnichannel customer support center connects customers’ interactions no matter where they take place.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Vistio

FEBRUARY 5, 2024

Call centers are hubs of customer interaction and service, where agents handle numerous calls, each with unique challenges. Therefore, it is vital for call centers to invest in proper training and rehearsals to ensure their agents are well-prepared for diverse customer issues.

Call Center 52

Call Center call center software Feedback Personalization 52

Fonolo

DECEMBER 13, 2022

Call center leaders have their work cut out for them. Sometimes, it’s hard to find the time to map out call center development goals. . Here at Fonolo , our call center tech lends itself nicely to business and development planning. You need an action plan for call center development. Growth and scaling opportunities .

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

Aspect

JANUARY 12, 2018

With Amazon Flex, the company uses a mobile app for drivers to post their personal preferred schedules, which can include very short availability windows. Other industries are quickly catching on for services such as furniture moving, dog walking and at-home makeup styling and the contact center isn’t far behind.

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

Playvox

SEPTEMBER 6, 2022

The road to the contact center of the future is winding and uncertain. Flexibility, though, is the key to a smoother ride. Adapting to the work styles and learning preferences of your remote contact center agents is a smart place to start. What Does The Contact Center Workplace Of The Future Look Like?

Contact Center 86

Contact Center Surveys Customer Support Feedback 86

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

OCTOBER 2, 2023

In the domain of contact centers, the paramount focus lies in ensuring streamlined and effective communication with clients. When approached from a contact center perspective, these systems not only manage and monitor customer inquiries but also harmonize the operational flow, thereby optimizing customer experience.

Contact Center 106

Contact Center Contact center software Multi-channel support Chatbots 106

Aspect

MAY 6, 2020

Consider these examples: Forecasts: Many changes for working-from-home may affect the accuracy of contact forecasts, for example, new hours of operation, staffing changes, increased shrinkage, and new digital customer service channels being substituted for voice. Agents on the front line are in a rapid shift and require most initial focus.

Schedule adherence 122

Schedule adherence Management Best practices Customer retention 122

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

Calltools

APRIL 3, 2024

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. This lets customers handle their own needs while your agents tackle more demanding issues.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 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

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

AUGUST 19, 2021

If you’ve ever experienced burnout, you know how catastrophic it is. 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. How to Foster Agent Engagement in a Hybrid Contact Center.

Agent burnout 148

Agent burnout Call Center Metrics Contact Center 148

Outsource Consultants

DECEMBER 15, 2022

Run-of-the-mill benefits and compensation are no longer enough for agents; they are seeking employers who can offer them more. Contact center workers are increasingly pursuing opportunities for professional growth, positive working environments, and better perks. Provide a Path for Professional Growth.

Morale 67

Morale Call Center Contact Center Education 67

Fonolo

NOVEMBER 3, 2022

Whatever the size of your contact center, there will likely come a time when you notice your numbers slipping and employees losing steam while their productivity fizzles. Start Creating a Call Center Improvement Strategy. It’s time to dig into the current state of your contact center.

Call Center 128

Call Center Interactive Voice Response First call resolution Contact Center 128