BlueOcean

MARCH 11, 2025

Are you one of the 85% of customer service leaders planning to explore conversational AI solutions in the next year? Maybe youre all too familiar with the way your contact center seems to be a black hole of data. Or perhaps you can sense that your customers are looking for more when they come calling.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

SharpenCX

MAY 26, 2020

It’s common for some business leaders to view their contact center teams as an afterthought. This isn’t helped by contact centers’ notoriously high turnover rates. Call center jobs are, too often, chalked up as entry-level roles. The world is changing, and customers run the show. Wrong … oh, so wrong.

Contact Center 128

Contact Center Coaching Customer Service Customer Experience 128

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover.

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

Outsource Consultants

MARCH 18, 2025

Domestic brands are increasingly exploring call center outsourcing both nearshore and offshore as a cost-effective alternative to managing customer experience (CX) in-house. At the same time, rapid advances in AI are transforming how contact centers operate, enabling smarter automation and data-driven insights.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

Calabrio

MARCH 25, 2025

This is where modern contact centers are turning to cutting-edge solutions, including AI, to deliver real-time performance tracking and more actionable coaching. Agent performance is at the core of overall contact center productivity as well as customer experience quality.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Outsource Consultants

JANUARY 27, 2025

Contact center key performance indicators (KPIs) are critical for measuring and improving customer service operations. At Outsource Consultants, we understand the pivotal role these metrics play in driving success and enhancing customer experiences. Train agents on efficient time management techniques.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

Playvox

JANUARY 24, 2022

While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently. Until you start measuring customer experience , you could easily be falling behind the competition.

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

Outsource Consultants

JANUARY 16, 2025

Contact center quality assurance is the backbone of exceptional customer service. It’s not just about monitoring calls; it’s about continuously improving every customer interaction. What Is Quality Assurance in Contact Centers?

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

Outsource Consultants

JANUARY 28, 2025

Why Selecting the Right Enterprise Contact Center Matters Choosing the right enterprise contact center is a critical decision for businesses seeking to enhance customer experience and operational efficiency. What Are Must-Have Features in an Enterprise Contact Center?

Enterprise 67

Enterprise Contact Center Average Handle Time contact center solutions 67

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

The Northridge Group

MARCH 21, 2022

It’s every Contact Center manager’s worst nightmare, the customer who repeatedly calls back because their issue has not been resolved to their satisfaction. When this problematic scenario begins playing out with an increasing number of customers, quick action is needed to prevent a crisis. billion to U.S.

Wireless 127

Wireless Average Handle Time Contact Center Analytics 127

Outsource Consultants

JANUARY 23, 2025

Contact center pricing can be complex, making it difficult for businesses to choose the right model. The right model can optimize expenses and enhance customer satisfaction, while the wrong choice can lead to inefficiencies and poor service. Contact Center Pricing Models 1. Pros: Pay only for actual usage.

Contact Center 67

Contact Center outsourcing Average Handle Time First call resolution 67

DMG Consulting

DECEMBER 11, 2017

KPIs for Managing your Contact Center . Contact centers are highly complex operating environments with a lot of moving parts and activities. In other contact centers the data is stale by the time it is received, making it essentially ineffective for helping the manager control their own destiny and performance.

Contact Center 54

Contact Center Average Handle Time Management Abandon rate 54

Global Response

MARCH 18, 2022

Omnichannel contact centers: the evolution of customer communication. When you think of the best forms of customer communication, what jumps to mind? Or, for some companies, the majority of contacts come over the phone. So what’s the best form of customer communication? Sound a bit confusing?

Contact Center 71

Contact Center Call Center Best practices contact center solutions 71

Fonolo

MARCH 16, 2021

This blog will teach you what FCR is, the difference between First Call Resolution and First Contact Resolution, and everything about FCR that you need to know to succeed in a contact center. Contact Center Trends 2021. What is First Call Resolution (FCR) in Call Center Metrics?

First call resolution 125

First call resolution Call Center Metrics Contact Center 125

RapportBoost

OCTOBER 20, 2018

23 to discuss how established enterprises can turn their contact centers into profit centers by optimizing conversations, training agents and utilizing augmented intelligence. – designing a workflow for chat teams’ conversations with customers as well as their interactions with other team members. RapportBoost.AI

Contact Center 70

Contact Center Sales Average Handle Time Metrics 70

TechSee

JUNE 11, 2019

Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations. Recently, an innovative technology has emerged, transforming contact center operations and customer experience across a wide range of industries: Visual Assistance.

Technology 117

Technology Customer Service Contact Center Self service 117

Babelforce

JANUARY 26, 2021

In a blended contact center, agents can take incoming calls and make outgoing calls as well. That’s different from an inbound contact center which focuses on incoming calls, or an outbound contact center which focuses on outgoing calls. Why a blended contact center may be the best option for you.

Contact Center 52

Contact Center Average Handle Time CRM Interactive Voice Response 52

Fonolo

MAY 3, 2023

Lowering call abandonment rates in contact centers is one of the most powerful performance levers available to call center managers. This guide will walk you through everything you need to know in order to understand, measure, and reduce call abandonment in your contact center. What is an Abandoned Call?

Abandon rate 75

Abandon rate Contact Center Abandon Call Call Center 75

Noble Systems

JUNE 27, 2019

Ultimately, your unique business needs will determine what is included in your cloud contact center system. However, there are some technologies and capabilities that are must-haves for all cloud contact center deployments – here are the ten most essential. Speech analytics is another essential for cloud contact centers.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

NobelBiz

FEBRUARY 25, 2025

By leveraging AI in call center quality management, businesses can monitor and improve key performance indicators (KPIs) such as: First Call Resolution (FCR) ensuring issues are resolved on the first call. Average Handling Time (AHT) optimizing the time spent on each call.

Quality management 52

Quality management Call Center Management Coaching 52

VocalCom

MAY 8, 2017

According to research by the Peppers & Rogers Group, 60% of customers stop engaging with a company when salespeople treat them indifferently, while 70% of customers leave a brand due to poor service. Here are five tips for improving customer retention that every brand should note.

Customer retention 48

Customer retention Contact center software Average Handle Time Surveys 48

Fonolo

MAY 22, 2019

In addition to today’s batch of four reports, please check out our new re-issued report on managing call spikes in the contact center. Ventana’s Value Index for Cloud Contact Centers (2018). For the first time, Gartner is including AI as part of their assessment although, it seems, somewhat reluctantly.

Contact Center 57

Contact Center Chatbots Call Center Average Handle Time 57

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Emotion analytics can be used to classify a customer’s mood with the right priority and route it to the right agent. Contact Center workload management. Agent decision support.

Technology 122

Technology Customer Service Gamification Contact Center 122

Interactions

APRIL 17, 2019

Companies have adopted new technologies in their contact centers to support a more customer-first approach. Contact centers, before this change in focus to customer experience, had a straightforward goal: to handle as many calls as possible, as quickly as possible. Traditional Contact Center KPIs.

Contact Center 54

Contact Center Average Handle Time First call resolution Metrics 54

Eptica

MAY 18, 2016

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Author: Anne-Merete Jensen Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents. Published on: May 18, 2016.

Contact Center 51

Contact Center Multichannel Average Handle Time Scripts 51

NobelBiz

MARCH 14, 2022

The primary goal of an outbound campaign is to reach prospects and turn them into actual customers, fulfilling business objectives such as buying a product or service, conducting surveys, establishing appointments, brand promotion, debt collection, etc. So the question is: How to build great outbound campaigns for your contact center?

Contact Center 52

Contact Center Scripts Average Handle Time Cloud contact 52

SharpenCX

FEBRUARY 10, 2021

As customers grow restless to get the customer journey they expect, how can you help solve their growing list of grievances? It’s time to turn to the brain of the operation: your customer service data. Download Now] Use the data that lives in your contact center to improve your customer experience.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

BlueOcean

OCTOBER 4, 2023

The Impact of Bilingual Support on the Customer Experience When a bilingual solution is offered to the customer, companies quickly find that quality scores increase accordingly. The same is true for first call resolution and average handle times. It’s our thing. So, of course, we’re biased.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Fonolo

JULY 12, 2022

Contact centers are especially notorious for low retention rates, with agents often citing burnout and boredom as reasons for leaving. Monthly goals for training will encourage agents to keep learning and growing and result in improved agent retention for your contact center.

Call Center 87

Call Center Contact Center Employee engagement Average Handle Time 87

ROI CX Solutions

DECEMBER 6, 2024

Through clever applications of new technology, call centers and their customers can greatly benefit from increased efficiency and a higher quality of service. Why AI is transforming the contact center landscape Let’s take a look at just a few of the various AI use cases in contact centers.

Contact Center 52

Contact Center call center solutions Call Center Chatbots 52

Return Customer

JANUARY 6, 2016

In the last decade, there has been an influx of customer experience platforms that all offer the ability to capture data and give actionable insights to deliver exceptional customer service. For example, data can show the average number of channels used to resolve an issue or the average handle time of calls.

Metrics 89

Metrics Customer Service Average Handle Time Multichannel 89

Tenfold - Contact Center Blog

JULY 9, 2018

According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. The job isn’t only about picking up the phone 24/7, it entails establishing customer relationships based on value and satisfaction. Average Handle Time. Service Level.

Metrics 78

Metrics Call Center Abandon Call Schedule adherence 78

Fonolo

MAY 25, 2022

Operating a successful contact center is an expensive endeavour. From agent hiring and training to in-house IT support, marketing, and HR, call center costs quickly add up. Though some folks believe cutting corners on equipment is a great way to save your call center some cash, we beg to differ. Consider outsourcing.

Call Center 87

Call Center Technology First call resolution outsourcing 87

Callminer

AUGUST 6, 2019

.” – Sandie Simms, 12 Questions to Ask When Choosing Contact Centre Software , West UC; Twitter: @West_UC. Know the latest call center trends. Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. Social media.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. In this blog post, we will understand UCaaS contact center software , its features, and its benefits in detail. Read on and thank us later.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

eGain

MARCH 3, 2015

There are many variables that can affect how people perceive customer service and no single measurement of what makes it good. Organizations need to measure customer service in order to see the effect of management actions. Ultimately, customers will leave. Measure what? Net Promoter Score?

Customer Experience 69

Customer Experience Management Contact Center Average Handle Time 69