Fonolo

FEBRUARY 24, 2021

In this guide, we’ll walk you through the reasons why businesses outsource their customer service strategies to call center companies. We’ll also explore some of the pros and cons that come with call center outsourcing and customer service companies. When to Outsource a Call Center.

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outsourcing Call Center Telecommunications Technical Support 134

Outsource Consultants

JULY 26, 2021

Every business leader is running one of two businesses, whether they know it or not: their business as it existed before 2020 or their business as it will exist in 2021 and beyond. One of the biggest opportunities to emerge in 2021 is outsourcing specific business processes to trusted and skilled contact center providers.

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outsourcing Call Center Technical Support Contact Center 128

TechSee

MAY 19, 2021

COVID-19 has resulted in a further increase in demand for service, with a January 2021 survey indicating that 65% of U.S. Based on research , more and more companies will be taking customer emotions into account in 2021 and beyond. The post 7 New Technologies to Improve Customer Service in 2021 appeared first on TechSee.

Technology 159

Technology Customer Service Technical Support Self service 159

Outsource Consultants

NOVEMBER 9, 2020

Selecting markets on the rise allows call center leaders to maximize the ROI of their outsourced call centers. Choosing the right call center partner and location helps lower costs, increase capacity, and focus on core objectives, like customer service. . Three Emerging Call Center Markets to Watch.

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Call Center Marketing outsourcing Transportation 119

CCNG

JANUARY 19, 2021

This acceleration of trends will continue through 2021 What’s happening at the agent level? There is no convergence yet on whether 2021 and beyond will see a workforce that is pure office, pure home, or hybrid. We’re now seeing a move into cloud voice – moving away from the deskphone, into a laptop or desktop to use a softphone.

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Call Center CCNG Contact Center Feedback 195

Tethr

FEBRUARY 8, 2021

But we have good news for contact center leadership: The next generation of call center QA is here. These four cutting-edge call center QA trends are set to revolutionize the way we think of QA in the coming months… and generate unprecedented returns for the leaders that hop on board. Renewed Emphasis On CX.

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Call Center Coaching Surveys Accountability 116

Fonolo

JUNE 22, 2021

How to Foster Agent Engagement in a Hybrid Contact Center. This guide also breaks down how strong agent engagement can significantly boost revenue and overall call center metrics – two good reasons for call center managers to take their employee engagement seriously. And more ( view the full list here )!

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Call Center call center software Employee engagement Gamification 151

SharpenCX

SEPTEMBER 14, 2021

This year’s National Customer Service Week is October 4-8, 2021, and it’s the prime opportunity to celebrate all the ways your agents contribute to your company’s success. It’s a keepsake that’ll extend beyond 2021 National Customer Service Week – serving as encouragement whenever they need it.

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Call Center Customer Service Surveys Employee engagement 128

ShepHyken

DECEMBER 27, 2021

It’s gotten so bad that call centers have been described as free “psychological counseling centers” for distraught customers. My Comment: I’m honored that my most recent book, I’ll Be Back , made Drew Neisser’s list of top marketing books for 2021. Thank you, Drew!) Follow on Twitter: @Hyken.

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Customer Service Coaching Marketing Call Center 191

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. Let’s take a closer look at why call centers see so much agent turnover and consider the solutions. Why Does Call Center Retention Matter?

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Call Center Brand ambassadors Contact Center Education 155

SharpenCX

DECEMBER 2, 2020

With financial losses of such scale on the line, the stakes have never been higher to deliver good customer service in your call center. But it’s also never been easier to find the information you need, implement the right tools, and make incremental improvements that drive real change in your call center.

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Call Center Customer Service Contact Center Metrics 128

Fonolo

OCTOBER 13, 2020

Contact center budgets will probably stagnate next year. Contact center executives who have already submitted their 2021 budgets won’t be surprised to hear this news: you’re getting less money next year. Why is Call Center Agent Turnover Increasing? The contact center is in its final days.

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Call Center Contact Center Coaching contact center workforce 144

ShepHyken

NOVEMBER 15, 2021

By evaluating relevant key performance indicators (KPIs) or call center metrics, companies can gauge how their customers perceive the support they receive from their organization. The post 5 Top Customer Service Articles of the Week 11-15-2021 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

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Customer Service Metrics Call Center Customer Experience 191

Fonolo

JULY 20, 2021

You’re probably familiar with IVR, or Interactive Voice Response, is a menu system that connects customers to the information they need in your call center. Discover the Six Crucial Contact Center Trends That Will Shape 2021. Luckily, call center software has evolved over the past few years to solve this issue.

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Interactive Voice Response Call Center Abandon rate call center software 142

Fonolo

JUNE 8, 2021

Look around your call center. Call centers have a reputation for being difficult places to work, especially for front-line agents. Agents are the heart of your call center , so it’s in your best interest to ensure they are satisfied and motivated in their daily work. Reward your team regularly.

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Call Center Morale Contact Center Technology 133

Fonolo

FEBRUARY 16, 2021

Contact center technology has come a long way since its early years as a jury-rigged air traffic control system. The pandemic has hastened many call center trends and compounded technological developments. Contact Center Trends 2021. Watch this space for some really interesting developments in call center tech.

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Call Center Technology Gamification Contact Center 134

Fonolo

MARCH 2, 2021

Tracking is vital to providing a great customer experience and running a call center. But most metrics that contact center managers use to measure agents focus on optimizing them rather than encouraging them. Top Contact Center Trends 2021. Here are the critical call center agent performance metrics.

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Call Center Metrics Schedule adherence Average Handle Time 148

TeleDirect

JANUARY 28, 2021

Since 2020 brought so many unprecedented challenges, year-end planning and projections for 2021 might not be on your radar – but they should be! Upgrade or establish a call center. 2021 promises more of the same. Ready to see how TeleDirect can help into 2021? How can your company prepare for a successful new year?

Customer Service 111

Customer Service Business Process Outsourcing outsourcing Upselling 111

Avoxi

MARCH 29, 2021

Buy Online Get a Free Demo Interstate Call Recording Laws & Compliance (2021) Call recording laws can be complex, but compliance doesn't have to be. Learn what you need to know about call recording compliance, including differences in call recording laws by state and country, and keep your business or call center compliant.

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Call Center Contact Center 118

Contact Center Pipeline

JUNE 2, 2021

The post Contact Center Pipeline Magazine: Inside Our June 2021 Issue first appeared on Contact Center Pipeline Blog. I think these strategies will continue to be a part of our culture moving forward. We may not maintain pandemic levels of virtual teams, […].

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Contact Center Call Center 162

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. Explore Contact Center Trends for 2021. There are several trends on Blair’s radar for 2021. One of the main trends she explores is the impact of AI in the contact center. Justin’s word of the year for 2021 is “integration”.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Fonolo

DECEMBER 3, 2020

3 Crucial Contact Center Trends in 2021. Call-back technology. Yet call centers still operate on the same old system, expecting their callers to wait for the chance to be connected with a support agent. Contact Centers Are Using More Call-Backs Than Ever. Smarter self-service options.

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Customer Support Interactive Voice Response Contact Center Self service 160

Fonolo

JULY 22, 2021

Customer service in a contact center is especially important. Most call center agents are familiar with the rage of angry customers, frustrated with long wait times, and other problems. Customers calling a contact center want: Quick resolution. Six Crucial Contact Center Trends Shaping 2021.

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Call Center Contact Center Wait times Customer Service 152

Contact Center Pipeline

JANUARY 5, 2021

Welcome to 2021 and the January issue of Contact Center Pipeline. We are introducing our new advisory board members in Susan’s article this month as they share their thoughts on what 2021 will bring for our contact centers. I hope the new year brings much health and happiness. This is an exciting month.

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Contact Center Employee engagement Call Center Management 147

Fonolo

APRIL 29, 2021

Call centers have traditionally been seen as unprofitable, and a necessary cost for businesses. With that said, call centers are expensive to run, so it’s important to consider the financial costs involved. If you’re thinking of launching your own call center, here’s a guide to help you calculate the costs involved.

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Call Center outsourcing CRM Technical Support 128

TechSee

DECEMBER 16, 2021

Going into 2022, we’ve got our eye on seven trends that are expected to help call centers deliver service excellence while still keeping a close eye on their bottom line to ensure business continuity in an unstable economic environment. These technologies are paving the way for new possibilities for the future of call centers.

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Call Center Self service Gamification Contact Center 124

Fonolo

MAY 27, 2021

Engagement is especially important for call centers, since staff turnover is typically high. Research shows that customer complaints, poor morale, and low pay all attribute to high turnover rates in the call center industry. Discover the Six Crucial Contact Center Trends That Will Shape 2021.

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Call Center Surveys Coaching Best practices 136

TeleDirect

SEPTEMBER 30, 2020

For call centers, some trends and ways of working haven’t so much changed as they’ve amplified. Let’s look at some things to look out for with call centers and contact centers for the remainder of 2020: Home is the new office. Fill out our customer contact form today or call us at (800) 776-1081.

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Call Center Business Process Outsourcing outsourcing Enterprise 118

TechSee

JANUARY 4, 2022

As 2021 comes to a close, TechSee takes a look back on a memorable year, as detailed in the ‘Year in Review’ article below. Check out our year in review infographic for a visualization of TechSee’s 2021. 2021 Year in Review. Check out our year in review infographic for a visualization of TechSee’s 2021.

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Self service Upselling Enterprise Big data 109

Contact Center Pipeline

NOVEMBER 23, 2020

Already experiencing pandemic change, contact centers can expect even more in 2021, at a more rapid pace. Call and ticket volumes continue to rise, and the remote workforce will remain, at least partially, distributed as the new norm.

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Contact Center Technology Chatbots Call Center 162

Outsource Consultants

AUGUST 9, 2021

Why is 2021 the time for outsourcing? The most successful companies in history — and the most successful ones in 2021, for that matter — succeeded exponentially not because they did many things well, but because they did specific things great. Because if you want to fly, you have to give up everything that weighs you down.

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outsourcing Business Process Outsourcing Contact Center Morale 128

Contact Center Pipeline

DECEMBER 2, 2021

Contact Center Pipeline had a very good 2021. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this. I […].

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Contact Center Call Center 147

Contact Center Pipeline

JANUARY 28, 2021

Welcome, 2021! Although COVID-19 is still the central focus of our everyday lives, the contact center industry appears to be moving forward with optimism, lessons learned and plans for delivering customer service in a business environment that looks nothing like the previous years. The new year always brings hope for new beginnings.

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Contact Center Agent burnout Customer Service Morale 147

TechSee

APRIL 10, 2018

Gartner reports that the worldwide customer management BPO market is expected to grow at a compound annual growth rate (CAGR) of over 5.2% (CAGR 2016 through 2021). By 2021, Gartner estimates the market will increase in size to approximately $46 billion. Gartner’s data underscores this opportunity. Capturing the opportunity.

Call Center 139

Call Center Technology outsourcing Self service 139

Fonolo

JUNE 15, 2021

For call center managers, this disparity is a big cause for concern. Call center managers who can’t discern an engaged call center employee from one who has their foot firmly out the door are at a big disadvantage. Luckily, taking steps to monitor and improve call center agent engagement is fairly easy.

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Call Center Contact Center Metrics Morale 115