aircall

JANUARY 27, 2021

With so many people needing to work remotely, you may be wondering how to start a virtual call center , and if so, how to do it right. Many companies are following the trend by switching their on-site call center to a totally virtual call center. What Is a Virtual Call Center?

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ViiBE Blog

APRIL 8, 2021

Customers typically contact call centers when they are unable to resolve a problem with a product or service on their own. The key to satisfying the customer in search of a solution is the call center experience. The call center experience is the overall interaction between the customer and the call center.

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SharpenCX

FEBRUARY 4, 2021

If you’re wondering how to start a call center, chances are, what you’re really looking for is an action plan to scale your customer service team. You see, modern call centers don’t have to look like the inundated image we’re all too familiar with. Read Next] How to implement 2021 call center trends.

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ViiBE Blog

MAY 13, 2021

In contrast, others make outbound calls to customers, and some even do both. Regardless, similar technology is critical to the proper functioning of the call center. No matter the kind of call center, ensuring a positive call center experience is crucial to a customer’s experience with a company.

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ViiBE Blog

MAY 4, 2021

It gives you an idea of how effectively your call center can solve a customer issue. KPIs are helpful to keep an eye on the overall situation of your call center, but they will not tell you HOW to improve it. It is more important than ever to improve first call resolution to keep your customers happy.

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Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Supplemental training may also be required to help staff recognize lead opportunities or to teach them how to close transactions. Accurately forecasting the demand for your work force is critical for call center success. Encourage your top agents to come to trainings and give practical tips on how to be a top performer.

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Fonolo

NOVEMBER 17, 2020

The best way of deciding how to improve performance at the contact center is to step back and look at it from a 360-degree view. Therefore, companies will increasingly adopt virtual call centers due to improved security and efficiency. Another trend that will impact call centers this year will be video chat.

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