Tenfold - Contact Center Blog

JULY 9, 2018

Here’s a list of the most crucial metrics that inbound call center must measure. 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

Victor Midgley

JULY 10, 2017

I often get asked by people who learn how long I have worked in the Call Center space, what is it about Call Centers that could possibly keep me engaged in that tough world of never ending stress? For me, the answer is easy.

Call Center 136

Call Center call center professionals Personalization 136

Noble Systems

APRIL 3, 2020

Our founder and CEO, Jim Noble, utilized early predictive dialing software in the operation of his own call centers. Realizing the benefits of automating the calling process, Jim began to focus on ways to improve the technologies. The dialer can “screen” or treat the call based on the result.

Call Center 59

Call Center Wireless Abandon rate Wait times 59

OctopusTech

DECEMBER 21, 2023

Outsourcing is one tactic that has been more popular recently, especially in the call center services industry. Numerous advantages come with outsourcing call centers, including increased productivity and significant cost reductions.

outsourcing 62

outsourcing Call Center Multichannel call center professionals 62

OctopusTech

SEPTEMBER 9, 2023

Have you ever dialed a customer support number and found that the person at the other end lives halfway across the globe? This is where call center outsourcing plays a major role. Do you know that call center outsourcing services are one of the top choices of developing countries like Europe and America?

Best practices 62

Best practices outsourcing Call Center virtual call center 62

JustCall

JUNE 2, 2021

While that may sound excessive, there is no denying that the call center skills of your agents can either make or break your business. Common customer queries are handled by call center professionals that are trained to carry out the act. Why are Right Call Center Skills Important? Communication.

Call Center 52

Call Center call center professionals call center software Scripts 52

Quality Contact Solutions

SEPTEMBER 21, 2021

Most companies offer member-only benefits, so a pre-expiration call is an excellent time to remind them of these essential member-only benefits (it is likely why they signed up in the first place). In addition, calling current members creates a personal touch, which is always appreciated.

Customer retention 105

Customer retention call center professionals outsourcing Sales 105

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. At HoduSoft , we strongly believe that call centers and contact centers should do whatever it takes to manage their daily operations as efficiently and effectively as possible.

Best practices 52

Best practices Call Center Omni-channel support Management 52

CX Global Media

JULY 11, 2019

In this session, former Fortune 50 Chief Innovation Officer Amy Radin shares pragmatic advice based on real-world experience, that will empower call center leaders to participate actively and effectively in their business’ innovation efforts. EXPERT SESSION – How Do Your Call Center Supervisors Measure Up?

Contact Center 120

Contact Center CCNG Morale Coaching 120

CSM Magazine

JUNE 13, 2023

That’s where call center solutions for small businesses come into play. These solutions provide a dedicated team of trained professionals who specialize in managing customer inquiries and support services. However, by identifying and addressing these challenges, small businesses can position themselves for success.

call center solutions 52

call center solutions Call Center Interactive Voice Response outsourcing 52

Anexa BPO

MARCH 15, 2021

Call centers remain more relevant than ever, assisting customers frustrated with too much automation and not enough true customer service experiences. Successful organizations continue to rely on the call center model as a critical support service, recognizing that their customers prefer human interaction.

Call Center 45

Call Center outsourcing call center professionals First call resolution 45

Fonolo

NOVEMBER 13, 2014

Finding your next great employee — someone who will help your call center be successful— is no easy feat. Added to that, the contact center space is one that experiences a great deal of employee turnover, which makes the interview process even more critical. Practical and Skill-Based Call Center Interview Questions.

Call Center 52

Call Center Construction Contact Center call center professionals 52

Balto

OCTOBER 20, 2022

Agents and managers reap the benefits of having a call center quality assurance process. 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.

Best practices 52

Best practices Call Center Gamification Coaching 52

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. These additional seconds can drive up your average call time and cost your contact center up to.50

Call Center 49

Call Center Banking Contact Center Interactive Voice Response 49

pindrop

MARCH 30, 2020

For call center professionals, the rise in fraud in addition to optimizing operations and the workforce from home, are top of mind as businesses move towards remote-work as the standard. . Traditional call center designs encourage agents to be in relatively close quarters. What This Means For You.

Call Center 52

Call Center Finance Banking call center professionals 52

JustCall

APRIL 12, 2023

One of the ways in which call centers as brands have done so is by undergoing a rigorous digital transformation over the past two years. This transformation led to virtual call centers, which allow call centers to make and receive customer calls on the go, and be available 24×7 owing to the flexibility of the cloud.

virtual call center 52

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

TRUSTID

AUGUST 30, 2018

According to the 2018 State of Call Center Authentication study, KBA remains a preferred authentication method for many financial institutions despite nearly 40 percent of call center professionals admitting they doubt KBA’s accuracy. . But the free flow of personal information over the internet changed all that.

Banking 64

Banking call center professionals Engineering Contact Center 64

TRUSTID

APRIL 21, 2019

According to the recent article, “Is Your Contact Center Ruining Your CX?” many companies still consider the contact center a separate organization from other departments. When things aren’t in sync, the call center can impact your customer experience, driving frustrated customers straight to your competitors.

call center professionals 56

call center professionals Banking Call Center Contact Center 56

UJET

JUNE 3, 2020

But what if you were used to having your entire team in one office and usually spoke to them in person. Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. How can you manage a dispersed team effectively when everyone is remote?

Management 82

Management call center professionals Quality management Feedback 82

TRUSTID

JUNE 14, 2018

To engage and get the conversation going, individuals share personal information about themselves, including their full name, address, phone number, hometown, name of pet, and favorite restaurant, to name a few. The problem is all of this personal data falls within knowledge-based authentication (KBA) security questions. .

Banking 50

Banking Engineering call center professionals Call Center 50

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

Nicereply

AUGUST 3, 2021

When you start working with an outsourcer, you need one key contact person—ideally someone who really gets your company. This person should be experienced, responsive, and an excellent communicator. Some outsourcers charge a monthly price per person, others charge per ticket solved, and others charge per hour worked.

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

Fonolo

JULY 13, 2023

Behind every customer call is a real person, looking for guidance or a solution to a problem. It’s critical to engage in active listening to make that person feel truly heard, understood, and served. 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

UJET

JUNE 3, 2020

But what if you were used to having your entire team in one office and usually spoke to them in person. Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. How can you manage a dispersed team effectively when everyone is remote?

Management 72

Management call center professionals Quality management Feedback 72

TRUSTID

MAY 9, 2019

According to the recent article, “Is Your Contact Center Ruining Your CX?” many companies still consider the contact center a separate organization from other departments. When things aren’t in sync, the call center can impact your customer experience, driving frustrated customers straight to your competitors.

call center professionals 48

call center professionals Banking Call Center Contact Center 48

TRUSTID

APRIL 16, 2019

According to the recent article, “Is Your Contact Center Ruining Your CX?” many companies still consider the contact center a separate organization from other departments. When things aren’t in sync, the call center can impact your customer experience, driving frustrated customers straight to your competitors.

call center professionals 48

call center professionals Banking Call Center Contact Center 48

TRUSTID

MAY 18, 2018

This failure to protect the privacy of individuals’ personal information is increasing consumer demands for banks to use stronger authentication tools to protect their sensitive data. The Facebook-Cambridge Analytica privacy scandal is the latest in an unprecedented wave of massive data breaches that have occurred over the past few years.

Banking 48

Banking call center professionals Call Center Contact Center 48

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

MARCH 29, 2019

Why do they continue to target call centers? As business leaders learn more about fighting fraud by better understanding shifts in fraud tools and tactics, our newly released 2019 State of Call Center Authentication survey helps answer these and other important questions around today’s call center threat landscape.

Surveys 48

Surveys Call Center call center professionals Interactive Voice Response 48

TeleDirect

APRIL 6, 2022

How Do Call Centers Help with Healthcare-Related Communication? | Centers for Disease Control & Prevention (CDC), contact tracing has helped slow the spread of the virus. Simply put, contact tracing is the process of analyzing, identifying and tracking any people who have come in contact with an infected person.

Healthcare 48

Healthcare call center professionals Call Center Contact Center 48

TRUSTID

APRIL 24, 2019

These phone scams use personally identifiable information (PII) to answer telephone security questions to slip passed call center’s basic defenses. 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

Quality Contact Solutions

DECEMBER 28, 2022

Most companies offer member-only benefits, so a pre-expiration call is an excellent time to remind them of these essential member-only benefits. In addition, calling current members creates a personal touch, which is always appreciated. Consider bringing in call center professionals.

Telemarketing 52

Telemarketing call center professionals Call Center outsourcing 52

REVE Chat Blog

JUNE 4, 2020

Expressing empathy is a good, natural, and honest way to promote relationships, both personally and professionally. Using these empathy words shows that you are personally involved in the conversation. This personal approach demonstrates a willingness to identify with the customer’s problems and build a trustworthy relationship.

Customer Service 75

Customer Service Feedback Morale Call Center 75

Comm100

NOVEMBER 14, 2017

In my own personal career, I have used quite a few different resources to stay on top of my job and the demands placed upon me. Call Center Professionals – A professional networking group for individuals actively involved in the Call Center Industry as a Strategic Leader, Operations Manager or Consultant.

Customer Service 63

Customer Service Morale Education call center professionals 63

Victor Midgley

JULY 6, 2017

I know you have been in situations (and probably many) when you have tried your darnedest to be nice to someone, only to have them continue along the nasty path of selfish inconsideration.

call center professionals 136

call center professionals Personalization Call Center 136

COPC

JULY 11, 2016

Posting 1 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training. To improve performance and provide a superior customer experience, call centers often focus on the three main functions of operational management, quality, and workforce management. What attributes make these people high performers?

Best practices 40

Best practices Call Center Average Handle Time Metrics 40

Call Experts

SEPTEMBER 22, 2023

In life and business, communication is vital, which is why today we’re deciphering ‘call forwarded unconditionally’ and what it means for your calls. Whether for personal or professional reasons, we rely heavily on our phones to connect with others. It makes your communication more reliable and efficient.

call center professionals 59

call center professionals Healthcare Call Center outsourcing 59