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

Lumoa

APRIL 13, 2020

With the modern technologies available today, such as speech-to-text and artificial intelligence (AI) it’s possible to automatically generate insights from calls, Interactive Voice Response (IVR) surveys, and post-call surveys. As mentioned earlier, some organizations receive huge volumes of calls every day.

Feedback 78

Feedback Interactive Voice Response call center professionals Surveys 78

TRUSTID

APRIL 21, 2019

Today, call center professionals recognize that relying on traditional knowledge-based authentication (KBA) solutions to identify callers is no longer an effective or reliable method for validating customers over the telephone.

call center professionals 56

call center professionals Banking Call Center Contact Center 56

TRUSTID

MAY 9, 2019

Today, call center professionals recognize that relying on traditional knowledge-based authentication (KBA) solutions to identify callers is no longer an effective or reliable method for validating customers over the telephone.

call center professionals 48

call center professionals Banking Call Center Contact Center 48

TRUSTID

APRIL 16, 2019

Today, call center professionals recognize that relying on traditional knowledge-based authentication (KBA) solutions to identify callers is no longer an effective or reliable method for validating customers over the telephone.

call center professionals 48

call center professionals Banking Call Center Contact Center 48

TRUSTID

DECEMBER 16, 2018

Contact center agents don’t trust KBA. Although KBA remains the default method for caller authentication, only 10 percent of call center professionals surveyed are “very confident” in its ability to accurately identify callers.

Engineering 52

Engineering call center professionals Call Center Accountability 52

Fonolo

APRIL 24, 2018

They are a division of IQPC, which produces the Call Center Week conferences. (If For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. This lines up with our experience selling a call-back solution. Who wrote it: Call Centre Helper.

Contact Center 57

Contact Center Call Center Self service Surveys 57

TRUSTID

JUNE 14, 2018

In our 2018 State of Call Center Authentication survey , we asked call center professionals to tell us their plans to create multi-factor authentication. When TRUSTID plays with existing technologies it can put banks on a path for becoming multi-factor authentication compliant. .

Banking 50

Banking Engineering call center professionals Call Center 50

TRUSTID

MAY 18, 2018

We know this because of the 127 call center professionals we surveyed for the “State of Call Center Authentication” report, 69 percent said they continue to rely solely on personal information to authenticate callers.

Banking 48

Banking call center professionals Call Center Contact Center 48

TRUSTID

APRIL 24, 2019

By authenticating customers before the call is answered by a live agent, organizations can improve and their customer experience, as well as their customer satisfaction rates.

call center professionals 48

call center professionals Contact Center Education Engineering 48

TeleDirect

APRIL 6, 2022

Centers for Disease Control & Prevention (CDC), contact tracing has helped slow the spread of the virus. Tools like surveys’ & feedback are critical in piecing together the overall health puzzle associated with any outbreak. A contact center is helpful in identifying everyone associated with contact tracing.

Healthcare 48

Healthcare call center professionals Call Center Contact Center 48

Tenfold - Contact Center Blog

JULY 9, 2018

To calculate for the Service Level, divide the total number of calls answered within the threshold by the total number of calls and the total number of abandoned calls. A 2016 survey by Call Center Helper shared that 62.7% of call center professionals view Service Level as the most essential KPI.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

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. This differential actually makes listening harder, because our brains can easily stray in search of stimulation for all that extra capacity.

Customer Service 67

Customer Service Call Center call center professionals Scripts 67

Pointillist

NOVEMBER 11, 2019

—McKinsey & Company To use FCR in your call center effectively, you need to understand more about what it is and how to calculate it. You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends. What is First Call Resolution?

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

CSM Magazine

JUNE 13, 2023

These solutions provide a dedicated team of trained professionals who specialize in managing customer inquiries and support services. By outsourcing these tasks to a call center, small businesses can focus on their core competencies and leverage the expertise of call center professionals to deliver superior customer experiences.

call center solutions 52

call center solutions Call Center Interactive Voice Response outsourcing 52

Balto

OCTOBER 20, 2022

Conversely, 54% of the survey respondents who received good customer service used or purchased more services or products from the company, and 67% recommended the company to others. 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

Hodusoft

JUNE 7, 2024

By leveraging the best tools and practices of call center management, call centers can achieve their desired goals effortlessly. Before going into the details of call center management, let’s see how a call center works, who are call center professionals and their key skills.

Best practices 52

Best practices Call Center Omni-channel support Management 52

OctopusTech

SEPTEMBER 9, 2023

The two most common responsibilities performed by outbound call centers include expanding sales reach and selling goods to potential users. For example – You can send a survey via email to your customers related to the customer service experience.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

TRUSTID

JUNE 30, 2018

Call center agents are trained to support customers and resolve their issues in a timely manner. Today, agent-based authentication makes up roughly 20 percent of the cost and duration of an inbound call. So why are they spending so much time interrogating them over the phone?

Call Center 49

Call Center Banking Contact Center Interactive Voice Response 49

Fonolo

NOVEMBER 17, 2020

And while the thought may seem daunting, there are several new ways to resolve the problems that will erode call center operations ‘ success around the world. Here are the ten most prominent trends that can help call center professionals stay ahead of the curve. 5. Call Center Analytics.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

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.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

JustCall

APRIL 12, 2023

Centralizing And Democratizing Customer Data to Enable Better Coordination between Virtual Call Center Agents Intra-organization coordination is extremely important, as the same Invoca survey mentioned above revealed that 53% of the consumers needed to repeat the same set of information to different call center agents to get their query resolved!

virtual call center 52

virtual call center call center solutions Call Center call center software 52