CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. What metrics should call centers and BPOs focus on?

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

ShepHyken

MARCH 20, 2020

If 50 people work in your contact center, that’s like saying only 6.5 of them actually care about what’s going on in your business. If 50 people work in your contact center, that’s like saying only 6.5 of them actually care about what’s going on in your business. And yet all 50 are TALKING TO CUSTOMERS!

Employee engagement 259

Employee engagement Contact Center Coaching Marketing 259

Global Response

MARCH 27, 2024

An effective call center script balances consistent service quality with personalized customer interactions. The script should serve as a guide rather than a rigid framework. It should enable agents to respond to the unique aspects of each call while maintaining a high standard of service.

Scripts 62

Scripts Call Center Customer Service Coaching 62

TeleDirect

DECEMBER 14, 2023

Interactive voice response ( IVR ) is considered an essential call center technology. It enhances the customer experience by guiding them through options when they call and, based on their response, directing them to the appropriate agent or relaying the needed information. So, why do call centers use them, and what is an IVR ?

Interactive Voice Response 62

Interactive Voice Response Call Center Wait times Abandon rate 62

Toister Performance Solutions

SEPTEMBER 14, 2023

A customer walked into Nordstrom with two tires and asked for a refund. Nordstrom doesn't sell tires, so the customer clearly didn't buy the tires from that store. Yet the associate gave the customer a refund anyway. You need legendary stories of your own if you want to deliver legendary customer service.

Surveys 109

Surveys Coaching Customer Service Feedback 109

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. It was a time-consuming process that didn’t always achieve the optimum ROI. In essence, they exist to increase sales, ensure customer retention and promote your brand.

Business Process Outsourcing 62

Business Process Outsourcing Telemarketing Call Center Best practices 62

Steve DiGioia

JANUARY 6, 2020

But, as a service provider, we never truly know the applicant’s skill set until they’re hired and in contact with your precious customers. Sometimes we’re lucky and hire a gem who goes on to build customer relationships lasting years. You can’t get rid of an employee like this quick enough. What would you do?

Customer Service 200

Customer Service Scripts Best practices Metrics 200

Fonolo

APRIL 8, 2021

FCR — or First Call Resolution — is a key call center metric for addressing customer satisfaction. A high FCR score indicates that your agents are resolving most of your customer queries in the first interaction. By analyzing your contact center’s historical data, you can pinpoint areas for improvement.

First call resolution 129

First call resolution Interactive Voice Response Call Center Best practices 129

ChurnZero

SEPTEMBER 23, 2022

Searches for customer retention peaked in early 2022. . Searches for customer churn neared their all-time high around the same period. . Companies couldn’t rest on their laurels; it was hold onto their customers or float into the abyss. . Searches for Customer Success and customer experience lagged a bit, peaking only recently.

Education 98

Education Customer centricity SaaS Customer retention 98

JivoChat

NOVEMBER 22, 2022

Regardless of the subject you are going to write about, knowing how to start an email plays a significant role in whether the recipient will keep reading the message or not. It’s fundamental to be polite, and analyze your target audience, and the purpose of the message. Why Knowing How to Start an Email Is Important.

Personalization 75

Personalization Marketing 75

Call Experts

JUNE 23, 2022

Customer retention is a huge deal for your organization, so it’s important you put some effort into building a better customer rapport. This article will explain customer rapport, why it’s essential, and how contact centers can support your customer service efforts. .

Scripts 98

Scripts Contact Center Customer retention Personalization 98

Interaction Metrics

JANUARY 26, 2024

Martha briefly touches on how Interaction Metrics measures and improves the customer experience; then, Jason narrows in on call center training. Case Study Explored: Martha and Jason dissect a distribution company that sought to improve its inside sales customer service. What’s the quality of your website?

Call Center 62

Call Center Metrics Coaching Surveys 62

Global Response

OCTOBER 2, 2023

Does call center etiquette matter? Consider these two scenarios : On one hand, you have Company A. They have a call center and provide quick, efficient service to their customers, but their agents are known for being hasty, serious and unfeeling. On the other hand, you have Company B. The short answer: yes.

Call Center 62

Call Center Scripts Chatbots outsourcing 62

Call Experts

MAY 26, 2022

Have you ever wondered how call screening can increase your efficiency? You might have heard of caller-ID , but what is call screening exactly? Call screening can be an effective tool for large and small businesses. . In the past, answering machines were the norm for businesses that received many calls. .

voip 98

voip Call Center Contact Center outsourcing 98

Fonolo

OCTOBER 4, 2022

Skills-based call routing sounds super technical! While there is a tech side to it, at its heart, skills-based call routing is all about peopl e. The opposing team is about to make a penalty kick, trying to score on your goalie. In net, you need the best of the best to ensure a goal isn’t scored. Still with me?

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

Spearline

JULY 6, 2022

There are a number of reasons outbound call campaigns are important to contact centers. Telemarketing/sales calls, customer service callbacks, marketing research or surveys are just a few of the types of outbound calls. Using contact number testing to test your outbound calls can help here.

Contact Center 98

Contact Center Telemarketing Scripts Surveys 98

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. Reduce wait times Everyone is always in a rush.

Wait times 105

Wait times Customer Service Personalization Management 105

OctopusTech

APRIL 7, 2022

People don’t only buy products from you but they buy relationships. When customers experience a positive onboarding process, it ensures them that they have made the correct choice by buying products from your brand. This as a result helps to retain your customers. What do you mean by Customer Onboarding?

Best practices 62

Best practices Customer centricity Chatbots Education 62

Hodusoft

JUNE 8, 2022

Top Call Center Metrics and KPIs to Every Business Should Track. Running a call center is stressful as there are hundreds, if not thousands, of calls that you have to manage every day while ensuring to deliver outstanding customer service. So how do you determine the success of your business?

Call Center 98

Call Center Metrics Abandon rate call center software 98

CallSource Insights

DECEMBER 6, 2022

Get the right toll-free vanity phone number for your business. Are you looking for a way to make your business phone number more memorable and professional? In this blog post, we’ll explain what vanity toll-free numbers are and how you can get one for your business. What is a vanity phone number?

Interactive Voice Response 97

Interactive Voice Response Advertising Personalization Sales 97

Nicereply

OCTOBER 24, 2022

Wondering what excellent customer service should look like? Check out our list of the best customer service examples of 2022. In today’s world, excellent customer service might be more important than ever. Customers will always remember how they were treated, not just what they bought.No Be attentive.

Customer Service 52

Customer Service Feedback Personalization Surveys 52

TeleDirect

MARCH 4, 2023

When hiring your call center agents, you need to know if they have good skills in customer service. In this article, we’ll help you determine these essential customer-facing skills. This can be a tall order—after all, customer service is a complex (and incredibly important) facet of the business.

Call Center 62

Call Center Call center experience Customer Support Customer Service 62

aircall

FEBRUARY 16, 2022

In an era of globalized business and instant digital connection, every potential customer has untold options at their fingertips. . For salespeople, that means delivering a standout customer experience is essential. Why Is a Personalized Sales Approach Important? In fact, 50% of customers already find salespeople too pushy.

Personalization 62

Personalization Sales CRM Call Center 62

Global Response

MARCH 16, 2023

In 2023, customer service is more important than ever. Just take a look at any recent research, and you’ll see that customer service is a key differentiator between brands: 54% of customers say customer service is a key factor in making purchasing decisions. Which Customer Service Techniques Matter Most?

Customer Service 62

Customer Service outsourcing Technical Support Scripts 62

Win the Customer

NOVEMBER 25, 2019

In today’s competitive marketplace, customer care isn’t merely an add on, it’s become an integral part of most business strategies. Entrepreneurs understand that high-quality customer care drives profits, increases customer satisfaction, and helps to secure and retain happy customers. . Here’s why. billion by 2020.

voip 111

voip Customer Care Enterprise Marketing 111

JustCall

OCTOBER 15, 2023

And why not? About 49% of customers want to buy from businesses with a local presence. 7 Critical Challenges in Building a Local Presence for Your Contact Center Setting up a local presence for your contact center can be exciting, but it also comes with real-world issues you should be ready for: 1.

Contact Center 52

Contact Center Contact center software Scripts CRM 52

Global Response

AUGUST 7, 2023

Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. Your core values should be at the heart of the mission and vision of your company, and should be expressed both internally and externally.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Taylor Reach Group

APRIL 8, 2021

In a typical contact center, we measure efficiency from every angle: Number of contacts per hour, Average Handle Time (AHT) , After Call Work (ACW) and Agent Occupancy just to name a few! Let’s ask out agents to pick up the phone, say their name (or company name) and then hang up!!! Or should they have equal weight?

Coaching 112

Coaching Contact Center Average Handle Time Wait times 112

Call Experts

SEPTEMBER 1, 2022

An automated phone answering system can create time and money for your business by answering phone calls automatically and presenting callers with options immediately. Being known as the company offering the best support will boost your customer retention rates. . These include the IVR and Dial-by-name directories.

Interactive Voice Response 52

Interactive Voice Response Answering services Call flow Customer retention 52

OctopusTech

MAY 24, 2022

No two customers are similar, which makes the cold calling exciting and frightening at times. Even today cold calling is an effective marketing strategy to build a list of prospect contacts who might be interested in your products. What do you mean by cold calling? How do you succeed in cold calling?

Scripts 62

Scripts Sales Marketing Personalization 62

JustCall

APRIL 3, 2023

Despite sending multiple emails and leaving numerous voicemails, are you running out of luck? You’re not alone. If you want to cut through the noise and make an impact, you need to leverage the power of creative sales voicemails. So, let’s dive in! What Is a Sales Voicemail Script, Exactly?

Sales 52

Sales Scripts Telemarketing Personalization 52

CrazyCall

SEPTEMBER 11, 2018

Imagine that 6 out of 10 calls you make end up being successful. Imagine that each of your clients is pleased with a quality of calls that you make. And now let your imagination rest and get to know how to turn dreams into reality. Why are the cold calling scripts that important? How to do it?

Scripts 124

Scripts Sales Telemarketing Consulting 124

Hodusoft

JUNE 1, 2022

Leverage Auto Dialer Software to Boost Call Connect Rate Most businesses make calls to prospective customers as a strategic part of their operations. In every call center and contact center software auto dialer software outbound feature helps to dial out a set of contacts automatically.

Telemarketing 111

Telemarketing Call Center Contact center software call center software 111

Russel Lolacher

MARCH 6, 2023

A few reasons why she is awesome — she is a speaker and consultant with 4 decades of experience in marketing, PR and advertising. She is the author of the book I’m STILL Not Done: It’s Time to Talk about Ageism in the Workplace” which was named one of INC Magazine’s 9 Books every Professional Should Read in 2019.

Advertising 98

Advertising Personalization Consulting Consulting 98

ProProfs Blog

SEPTEMBER 9, 2020

“How do we get ardent customers for our brand?”. If you find yourself sharing the same concern frequently, then you need to build a customer loyalty program. Before turning into global names, brands like Starbucks and Amazon might have faced the same challenge. What is a Customer Loyalty Program? Tweet this.

Gamification 144

Gamification Customer retention Metrics Sales 144

CSM Practice

JUNE 11, 2023

If you’ve been in the Customer Success profession long enough, you should have had the opportunity to be part of an account reassignment. This is an inevitable yet important part of the customer journey. Your customer who is being reassigned may come with questions and objections that we will cover in the blog post.

Accountability 59

Accountability CRM Management Personalization 59

Vcaretec

JUNE 1, 2022

For small businesses, investing in customer service doesn't seem urgent. It is always something to implement later. It should not be the case. Customer experiences define and shape the growth and success of a business. The way you treat prospects and existing customers affect brand perception.

Customer Support 52

Customer Support B2B B2C Call Center 52