What Is a Virtual Call Center Agent?

inContact

At first glance, the term “virtual call center agent” sounds like a Siri-like creature who exists in the ether, saving the day for troubled customers. No, a virtual call center agent is a regular human being. “Virtual” modifies the call center, so the call center is virtual but the agent is very real. Most call centers still have a brick and mortar presence.

How a Virtual Call Center Can Help to Scale Your Business

Ameyo

Small businesses providing customer support through a call center faces multiple challenges while scaling operations. Implementing a virtual call center can save equipment and installation costs, along with lower attrition rate that tends […]. The post How a Virtual Call Center Can Help to Scale Your Business appeared first on Ameyo. Cloud Technology Virtual Call Center Virtual Call Center Software

How to Setup a Virtual Call Center for Under 50 Bucks and Under an Hour

Fenero

Gone are the days where you have to find a location to house your agents and sign a long-term lease for call center space. Now are the days where you need to spend time to find a partner that can help you set up your virtual call center in under an hour and without any upfront CapEx. Gone are the days where you have to go to your personal banker to take out a loan to purchase an expensive PBX or a dialer.

Company’s New Volunteer Program Could Provide 3,000+ Hours of Service

Working Solutions

Call Center Outsourcing corporate responsibility virtual call center best practicesAs a caring culture, Working Solutions empathizes with our clients and their customers, going above and beyond to identify with them and ensure excellent service. We’re the go-to company that people count on. This same spirit is seen in the volunteer work that employees do year-round in their communities across the United States. As a […].

Traditional Software License Fees Going the Way of the Dodo!

Fenero

Fenero healthcare call center software increased call volume usage virtual call center software licensing fees pay-as-you-go superior customer experience pricing model contracts open enrollment retail cloud based contact center platform

Importance of Scalability in the Contact Center

Fenero

To be a successful Contact Center Manager, you must be able identify and forecast the needs of your campaign/project(s) which at times can be uncertain.

Recession coming? Prepare with an on-demand workforce.

Working Solutions

Operations virtual call center preparednessBased on recent news, the New Year—and the predicted economic slowdown—could be a wild card for businesses. Just consider these stories: Another Warning That A 2019 Recession Is Coming – Forbes reports: “Studies show that forecasters are generally blindsided by recessions, precisely because they tend to be preceded by economic strength. There is little reason […]. The post Recession coming? Prepare with an on-demand workforce.

Under-the-hood Tech Insight Enables Client Business Solutions

Working Solutions

That’s the case whatever industry you work in, be it travel, healthcare or contact center. Technology virtual call centerAs a technologist, I tell clients you need to understand the “gutworks” of a system to serve customers in the ways they expect. Knowing the inner workings precedes developing any practical, productive applications. To get the right answers you must […].

10 Ways to Reduce Call Center Attrition and Improve Agent Engagement

Fenero

Cramped in a cubicle for 9-10 hours a day, leashed to a desktop, answering calls of angry and frustrated customers, and getting paid $10/hour is not exactly a lucrative profile. While not every call center fits the description above, many do. By Francis Cyriac.

Year in Review: Our Top Customer Service Blog Posts of 2018

Working Solutions

Customer Experience virtual call center solutionsFrom new insights into the benefits of outsourced customer care to news about what’s going on in our community of clients and associates, 2018 proved to be memorable here at the Working Solutions blog. And in case you missed any of our top stories, we’re pleased to offer this special month-by-month review of the most-read […].

Virtual Education Expert Tamara Schroer Shares her Insight

Working Solutions

Tamara Schroer, an expert in the virtual classroom, offers a few ideas to engage remote workers in her viewpoint for TJ – Training Journal, an authority for learning-and-development practitioners. In her piece, “Investing in professional development for a virtual workforce,” Tamara believes workers need to be well-educated in the business, especially a client’s, to succeed. […]. Customer Experience virtual call center solutions

For Retailers: Will the Holidays be Happy or Hellish? All Depends…

Working Solutions

Call Center Outsourcing virtual call center best practicesGiven the good economy, consumers should be buying plenty this holiday season. Question is: Can retailers find qualified customer service reps to serve them? So writes Working Solutions chief executive Kim Houlne in her op-ed, “Holiday Customer Service Will Measure Up – If You’re Prepared,” posted on multichannelmerchant.com. After all, seasonal workers can be picky […].

Home Improvement Services Company Selects Taylor Reach to Design Virtual Contact Center

Taylor Reach Group

CX and Contact Center consulting firm, The Taylor Reach Group Inc., selected to design and develop a Virtual Contact Center for a Home Improvement Services organization. Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc., announced today that they have been selected to design and develop a virtual Contact Center for a home improvement services company.

Mobilizing the Health Call Center Workforce (& Why It’s Needed)

Revation Systems

As an increasing number of consumers turn to their smartphones instead of their laptops, industries such as healthcare must also consider how their employees use technology on-the-go , including mobilizing the health call center workforce in a way that best fits their unique needs.

The Future Customer Experience Will Go Virtual

Win the Customer

However, over the last few decades, customer experience and service delivery veered away from personalized support and adopted a “call and wait” system while companies cut costs and installed voice-activated phone prompts. Virtual Call Centers.

Contact Center vs. Call Center: What Is the Difference?

aircall

Most people would be hard-pressed to pinpoint the difference between a contact center vs. call center. Contact centers are a relatively new solution. They don’t have the negative reputation from which call centers often suffer. What can a call center do?

[Infographic] 6 Ways Cloud-based Contact Centers Can Supercharge Your Customer Service

City Communications

As more and more modern enterprises choose to migrate their contact centers to the cloud, traditional call centers are gradually becoming a thing of the past. There are several compelling reasons to consider migrating your contact center to the cloud.

What is Hosted Call Center Software? A Definition of Hosted Call Center Software, Advantages, and Best Practices for Choosing the Right Delivery Model

Callminer

Hosted call center software is a delivery model that differs from on-premise software and shares some characteristics with cloud-based software. Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center.

Yes, you can increase CSAT and NPS during the holidays

Liveops

Contact center managers, meanwhile, can look forward to the potential year-end bonus for hitting year-end customer satisfaction (CSAT) and net promoter score (NPS) goals. What challenges do call centers traditionally face during the holidays?

Fabulous 10 Ideas to Develop Employee Engagement in the Call Center

Dialer 360

Call center team engagement isn’t a science. Support Representatives with Call Center Technology. Entire issues are that call center reps feel the desperation to heard. Empower Representatives beyond Answering Phone Calls.

Empowering Your Customer Service Team With More Mobility

Win the Customer

Meet virtually. Keep your mobile team highly engaged with ongoing virtual meetings. Giving employees the freedom to work from home can impact how much they love their job and their desire to stay.

The Omnichannel Evolution – Create An Omnichannel Call Center

Dialer 360

An omnichannel virtual call center is multi-channel customer experience strategy. These omnichannel cloud call center solution to communicate together. The contact center is under pressure to transform. Different end up in the call center of omnichannel.

The Omnichannel Evolution – Create An Omnichannel Call Center

Dialer 360

An omnichannel virtual call center is multi-channel customer experience strategy. These omnichannel cloud call center solution to communicate together. The contact center is under pressure to transform. Different end up in the call center of omnichannel.

On Premise vs. Cloud-Based Call Center Software: How to Make the Call

aircall

What’s the difference between on premises and cloud-based call center ? The first step towards picking the right call center software is knowing your options. These are the four most common types of call center software. Cloud-based call center software.

The most productive workers get more done with intentional scheduling

Liveops

A lot has been written about the value of letting people work when they feel they’re most capable of doing their best on the job versus adhering to the rule of coming to work first thing in the morning, taking lunch after four hours and then working at least another four hours before calling it a day. Sales/contact center representatives. Hiring tactics you can’t ignore if you need to keep up with call volume. Flexible workforces Future focus Call center industry news

The CX Technology Stack: 100 Tools for Optimizing Your Brand’s Customer Experience

Liveops

But while a virtual call center is essential to any brand’s extraordinary customer service operation, it’s far from the only strategy or solution out there worth considering. Call center industry Customer service Call center industry news

Monitoring Agent Activity

TASKE Technology

Too frequently, yet another story about poor call handling seems to be going viral on the Internet. When assessing customer interactions with your contact center, the place to start is always with your agents. If you have a centralized, onsite call center, you can look around the floor. Most likely, you want to see most agents on the phone, with enough agents available to take calls so that customers aren’t kept waiting in queues. Call Metrics.

The most productive workers get more done with intentional scheduling

Liveops

A lot has been written about the value of letting people work when they feel they’re most capable of doing their best on the job versus adhering to the rule of coming to work first thing in the morning, taking lunch after four hours and then working at least another four hours before calling it a day. Sales/contact center representatives. Hiring tactics you can’t ignore if you need to keep up with call volume. Flexible workforces Future focus Call center industry news

5 Tips to Help You Build a Call Center from Scratch

aircall

Setting up a call center for your business is an investment of both time and money. In order to navigate this operation as well as possible, here is a guide to help you get off on the right foot when you build a call center. Coming up with a plan to build a call center.

Dear Zendesk, phone doesn’t need hand-holding anymore.

Freshcaller

Find out what freedom feels like with Freshcaller, the Zendesk Talk alternative for call centers. A call center phone system and a phone channel for customer support are worlds apart in terms of functionality and purpose. Basic attributes of call center software.

Call Centers Go Home: Successfully Managing Remote Front Line Agents

CSR Inc.

In a similar vein, CSR went virtual before virtual was cool – and it wasn’t nearly as seamless from a technology standpoint as remote agent systems are today. Remote or virtual call center agents are an entirely new way of thinking about the workplace.

Call Center Monitoring: How to Benefit Your Customers and Your Team

aircall

Call center monitoring is the continuous process of data collection, analysis, and feedback. First, you gather data pertaining to your call centre’s performance (employee efficiency, customer attrition, speediness of execution, etc.), What is call center monitoring?

Top 10 Technological Contact Center Trends

Insite Managed Solutions

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Social Media: Social media has fundamentally disrupted the call center.

Technology to Improve Call Center Agent Engagement & Productivity

CSR Inc.

Earlier this month, I discussed the growing trend towards home-based call center agents. But the role of tech in the call center industry stretches well beyond enabling virtual agents. Gamification I had written about call center ‘employee incentive’ or ‘rewards-driven’ programs (gamification) last year. It’s a good look at some of the technology poised to change – or already changing – the call center industry.

Optimizing Call Center Customer Support for Increased Revenue

Tenfold - Contact Center Blog

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Strategies in Optimizing Call Center Customer Support for Increased Revenue. Call centers do not work in a vacuum.

Top 5 Customer Service Trends to Look out for in 2017

aircall

Your patrons won’t care what you call it, they just expect your support team to help them quickly and efficiently, no matter the channel or medium. In the meantime, consider giving our own virtual call center solution a try: Try Aircall for Free!