Fonolo

MAY 1, 2018

What better way to start the action than by exhibiting at the highest rated event for contact center professionals? Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 62

Contact Center call center professionals Education Call Center 62

Fonolo

NOVEMBER 8, 2022

High call volumes are three words that can strike fear into the heart of any call center professional. Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries.

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

Callminer

JULY 11, 2016

Thousands of call center professionals. One spectacular location. Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer service.

call center professionals 140

call center professionals Education Call Center Customer Service 140

Fonolo

APRIL 30, 2018

What better way to start the action than by exhibiting at the highest rated event for contact center professionals? Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 52

Contact Center call center professionals Education Call Center 52

Fonolo

APRIL 13, 2021

Managing call spikes during peak periods in your call center can seem like an insurmountable challenge. Whether you’re in retail, healthcare, or the financial industry, understaffed contact centers coupled with increased call volumes create stressful moments for you and your agents. What is call overflow?

Call Center 125

Call Center Abandon rate outsourcing call center professionals 125

Fonolo

MAY 31, 2019

Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. What happens when call volume gets out of control in your contact center?

Contact Center 57

Contact Center Management Abandon rate Call Center 57

VirtualPBX

MAY 16, 2024

In contrast, if someone calls you or someone in your company, this is an inbound call , meaning that it is coming in for someone at your company to answer. Call and contact centers make inbound and outbound calls, and most businesses will deploy a mix of both to optimize efforts and maximize efficacy.

Telemarketing 106

Telemarketing virtual call center call center professionals Technical Support 106

Fonolo

MARCH 28, 2019

Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. What happens when call volume gets out of control in your contact center?

Contact Center 52

Contact Center Management Abandon rate Call Center 52

Outsource Consultants

MARCH 17, 2025

Problem-Solving: Turning Challenges into Opportunities The best call center agents solve problems adeptly. Advanced contact centers leverage conversational AI technologies to augment human agents, automating routine inquiries while escalating complex ones.

Call Center 67

Call Center outsourcing Education Consulting 67

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. It’s our thing. So, of course, we’re biased.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

LiveVox

FEBRUARY 5, 2021

Three-quarters of call center leaders say improving the customer experience is a “very important” factor driving their decision to update their contact center software. That’s one of the insights from a recent LiveVox survey of call center professionals at the C-suite, VP, and Director level.

Customer Service 65

Customer Service call center professionals Contact center software Call Center 65

TRUSTID

AUGUST 30, 2018

Many contact centers have become complacent in the way they verify customers over the telephone channel. But the fact is, changes are necessary to evolve your contact center. The problem with getting too comfortable with how you identify callers is it can put your customers at risk.

Banking 64

Banking call center professionals Engineering Contact Center 64

TRUSTID

APRIL 21, 2019

While these teams are dedicated to driving sales and retaining customers, the contact center also plays an important day-to-day role that can make or break your profitable bank-customer relationships. According to the recent article, “Is Your Contact Center Ruining Your CX?” This is why your call center is so important.

call center professionals 56

call center professionals Banking Call Center Contact Center 56

Fonolo

OCTOBER 17, 2017

On Thursday, November 2nd, 2017 at Pearson Convention Centre in Brampton, Ontario, GTACC will bring together call center professionals from across the country. Year over year, the Canadian call center community continues to show tremendous growth. Power, Mark Miller. Shai Berger, CEO, Fonolo.

Abandon rate 57

Abandon rate call center professionals Contact Center Benchmark 57

Fonolo

JUNE 17, 2015

The training you provide to your contact center employees prepares them for what’s to come in the workplace and helps them incrementally improve their skills. Handpicked related content: 5 Creative Ways to Manage Agent Shortages in Your Contact Center. Call Center Training Best Practice.

Call Center 96

Call Center Gamification Coaching Contact Center 96

Tenfold - Contact Center Blog

JULY 9, 2018

How does a contact center know it’s consistently delivering high quality service? It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls. A 2016 survey by Call Center Helper shared that 62.7%

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

TRUSTID

MARCH 25, 2019

Many contact center professionals agree that resolving customer problems takes precedent over any other activity. But how can a call center improve other critical areas such as customer engagement when they are constantly operating in reactive mode? One area that can help is caller authentication.

Banking 54

Banking call center professionals Call Center Contact Center 54

TRUSTID

MAY 9, 2019

While these teams are dedicated to driving sales and retaining customers, the contact center also plays an important day-to-day role that can make or break your profitable bank-customer relationships. According to the recent article, “Is Your Contact Center Ruining Your CX?” This is why your call center is so important.

call center professionals 48

call center professionals Banking Call Center Contact Center 48

TRUSTID

APRIL 16, 2019

While these teams are dedicated to driving sales and retaining customers, the contact center also plays an important day-to-day role that can make or break your profitable bank-customer relationships. According to the recent article, “Is Your Contact Center Ruining Your CX?” This is why your call center is so important.

call center professionals 48

call center professionals Banking Call Center Contact Center 48

Callminer

JULY 30, 2020

To learn more about how call center reps can effectively handle customer complaints about poor customer service experiences, we reached out to a panel of customer service experts and call center professionals and asked them to answer this question: “How should call center reps address complaints about bad customer service?”.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Fonolo

JANUARY 27, 2022

Finding your next great call center agent — someone who will help your contact center succeed— is no easy feat. Asking these call center interview questions will help you find the best agents to help the organization excel. How do you handle working in a contact center?

Call Center 75

Call Center Contact Center Construction call center professionals 75

Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. You should also check out, 4 Contact Center Reports to Start Off Your Year.).

Contact Center 57

Contact Center Call Center Self service Surveys 57

TRUSTID

JUNE 14, 2018

Because the answers to KBA questions are all across the internet, open information sharing over social media has created one of the biggest threats to call center authentication. In our 2018 State of Call Center Authentication survey , we asked call center professionals to tell us their plans to create multi-factor authentication.

Banking 50

Banking Engineering call center professionals Call Center 50

TRUSTID

JULY 24, 2019

Call center professionals are constantly trying to secure their private data while improving their customer experience. According to the Customer Contact Week special report, “Evaluating Call Center Authentication,” customer qualification processing flaws continue to lurk across the voice-dominated landscape.

call center professionals 53

call center professionals Call Center Customer centricity Contact Center 53

TRUSTID

APRIL 24, 2019

So when it comes to identifying customers over the telephone channel, validating callers early in the authentication process works to the advantage of contact centers. By verifying callers before a phone agent picks up, contact centers can remove the risk of account takeovers and other fraudulent activity.

call center professionals 48

call center professionals Contact Center Education Engineering 48

TRUSTID

DECEMBER 16, 2018

As long as contact centers continue to rely on knowledge-based authentication (KBA) — and research shows many still do — consumers’ private information is at risk. Contact center agents don’t trust KBA. Contact center agents don’t trust KBA.

Engineering 52

Engineering call center professionals Call Center Accountability 52

TRUSTID

MARCH 29, 2019

With a growing number of threats facing today’s contact centers, the number of call center leaders who are ‘very’ or ‘somewhat’ dissatisfied with their current authentication method rose 50% over the previous year. 54% of respondents want authentication to complete before the call is answered. Want to learn more?

Surveys 48

Surveys Call Center call center professionals Interactive Voice Response 48

TRUSTID

MAY 18, 2018

For contact center leaders who lack confidence in conventional knowledge-based authentication (KBA) to accurately validate callers, these concerns have them considering alternative caller authentication solutions for identifying customers over the telephone channel. And rightly so. .

Banking 48

Banking call center professionals Call Center Contact Center 48

TeleDirect

APRIL 6, 2022

Centers for Disease Control & Prevention (CDC), contact tracing has helped slow the spread of the virus. What is contact tracing, and how is contact tracing done? What is Contact Tracing? Need Help With Contact Tracing Tasks? Contact TeleDirect!

Healthcare 48

Healthcare call center professionals Call Center Contact Center 48

Hodusoft

JUNE 7, 2024

Call Center Management: Challenges, Strategies, Tips, and Best Practices In today’s time, setting up a call or contact center is extremely easy. The way a call center is managed goes a long way in determining its success or failure. Why do businesses need call center management?

Best practices 52

Best practices Call Center Omni-channel support Management 52

Pointillist

NOVEMBER 11, 2019

It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” ” Today’s call centers must balance many priorities while maintaining an intense focus on customers. As McKinsey & Company explains : The contact center.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Fonolo

JULY 13, 2023

7 Tips for Success from Call Center Professionals So, even though actively listening may be a challenge, it’s critical to providing a great customer service experience. But, the customer service representatives who truly understand effective communication know that each customer call needs time.

Customer Service 67

Customer Service Call Center call center professionals Scripts 67

Outsource Consultants

APRIL 29, 2019

With deep and long-standing ties to the United States, Colombia boasts a workforce with very strong English-speaking skills ready to tackle call center operations. Colombia’s workers are highly-trained call center professionals that drive high productivity and overall customer satisfaction. DSS, SOC 2 and HIPAA.

outsourcing 59

outsourcing Business Process Outsourcing Transportation Call Center 59

Noble Systems

APRIL 3, 2020

Realizing the benefits of automating the calling process, Jim began to focus on ways to improve the technologies. Seeking a balance between functionality, flexibility and affordability, he assembled a team of experienced call center professionals.

Call Center 59

Call Center Wireless Abandon rate Wait times 59

Balto

OCTOBER 20, 2022

Quality assurance (QA) is critical to any thriving call center. A proper contact center QA program helps your organization retain happy customers, improve brand and voice consistency, and keep agents in check. That’s why it’s so important to have a call center QA program in place.

Best practices 52

Best practices Call Center Gamification Coaching 52

Outsource Consultants

MAY 8, 2024

With over 600,000 call center professionals and a ranking as the fourth-largest BPO market in Latin America, Colombia continues to be a rising star in the world of outsourcing. How many call center agents are there in Colombia? Colombia boasts a massive call center workforce – over 600,000 agents strong!

outsourcing 67

outsourcing Call Center Education Consulting 67

Revation Systems

MAY 28, 2019

Join the Revation team, along with hundreds of other healthcare call center professionals, at the 31 st annual Healthcare Call Center (HCCT) Conference June 12-14 at the Intercontinental Buckhead Atlanta in Atlanta, Georgia.

Healthcare 48

Healthcare call center professionals call center solutions Call Center 48