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 Abandon Call Schedule adherence 78

VirtualPBX

MAY 16, 2024

5 Tips to Make Your Calls Count You could make dozens of calls and just spin your wheels or even do harm for your brand. For the best performance, it’s important to keep a few basics in mind when you’re developing your outbound call strategy. Meaningful customer insights. Lean on your provider.

Telemarketing 106

Telemarketing virtual call center call center professionals Technical Support 106

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

Grupo Noa

MAY 11, 2022

Any responsible business owner that gives priority to their customer services would opt for call center outsourcing services. Top American call centers are run by a team of highly experienced and multilingual telecallers. Let’s read more to know why every business needs a call center service-.

Call Center 52

Call Center outsourcing Inbound sales Telemarketing 52

OctopusTech

SEPTEMBER 9, 2023

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? The dedicated call centers handle day-to-day customer queries such as solving credit card issues, checkout process problems, and many more.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

CX Global Media

JULY 11, 2019

In today’s rapidly changing and demanding market, customer-facing employees play a unique role in any company’s innovation strategy. One certainty: relying on the status quo is an untenable strategy. EXPERT SESSION – How Do Your Call Center Supervisors Measure Up? Contact Center Virtual Summit LinkedIn Page.

Contact Center 120

Contact Center CCNG Morale Coaching 120

Fonolo

APRIL 24, 2018

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. A new privacy regulation (GDPR) has multiple impacts on call centers that operate in, or provide service to, Europe. Who wrote it: Call Centre Helper.

Contact Center 99

Contact Center Call Center Self service Surveys 99

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

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

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

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

Fonolo

MAY 1, 2018

Produced by ICMI, a trusted advisor in the industry, the Contact Center Expo & Conference educates and motivates professionals looking to further their knowledge in an industry undergoing constant change. Call center professionals know they can rely on the show to deliver a comprehensive, intuitive program.

Contact Center 62

Contact Center call center professionals Education Call Center 62

UJET

JUNE 3, 2020

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. In fact, according to the 2020 State of Customer Experience report , half of all call center professionals said they are currently using Quality Management solutions to measure success.

Management 82

Management call center professionals Quality management Feedback 82

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

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

UJET

JUNE 3, 2020

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. In fact, according to the 2020 State of Customer Experience report , half of all call center professionals said they are currently using Quality Management solutions to measure success.

Management 72

Management call center professionals Quality management Feedback 72

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

Fonolo

APRIL 30, 2018

Produced by ICMI, a trusted advisor in the industry, the Contact Center Expo & Conference educates and motivates professionals looking to further their knowledge in an industry undergoing constant change. Call center professionals know they can rely on the show to deliver a comprehensive, intuitive program.

Contact Center 52

Contact Center call center professionals Education Call Center 52

Fonolo

JULY 13, 2023

Here’s why active listening is one of the best communication tools every customer service call center representative should master. 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.

Customer Service 67

Customer Service Call Center call center professionals Scripts 67

Fonolo

MAY 31, 2019

For example, a marketing event promoting a product sale would be an easy predictor for an influx in calls, whereas an unexpected power outage or sudden bout of the flu in the contact center isn’t something that can be readily planned for. What happens when call volume gets out of control in your contact center?

Contact Center 57

Contact Center Management Abandon rate Call Center 57

Victor Midgley

JULY 7, 2017

If only people realized how critical their conversations are to their overall progress, prosperity and happiness; they would take learning the strategies and technique much more serious. I realized at an early age how essential compelling conversation was to my survival.

call center professionals 120

call center professionals Call Center 120

Fonolo

APRIL 24, 2018

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. A new privacy regulation (GDPR) has multiple impacts on call centers that operate in, or provide service to, Europe. Who wrote it: Call Centre Helper.

Contact Center 57

Contact Center Call Center Self service Surveys 57

Fonolo

MARCH 28, 2019

For example, a marketing event promoting a product sale would be an easy predictor for an influx in calls, whereas an unexpected power outage or sudden bout of the flu in the contact center isn’t something that can be readily planned for. What happens when call volume gets out of control in your contact center?

Contact Center 52

Contact Center Management Abandon rate Call Center 52

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

Comm100

NOVEMBER 14, 2017

Here’s a quick snapshot of some groups that you might want to add to your list: Worldwide Contact Center Professionals – Worldwide industry experts in customer contact strategies including CRM, BPO, direct marketing, managed services and call center industries with close to 32000 members!

Customer Service 64

Customer Service Morale Education call center professionals 64

Call Experts

SEPTEMBER 22, 2023

Professional call-handling services are specialized solutions designed to manage and handle incoming calls for businesses or individuals. These services are offered by experienced call center professionals trained to handle calls professionally and efficiently.

call center professionals 59

call center professionals Healthcare Call Center outsourcing 59

Call Experts

MARCH 3, 2022

In business, your strategy and planning are essential, but one key element to understand is how to make a business phone script. . But, on the other hand, you don’t want a script that is so long and complicated that it becomes impossible for your employees or call center professionals to use it effectively.

Scripts 52

Scripts call center professionals Call flow Contact Center 52

JustCall

JANUARY 21, 2022

Call Recording. Cloud phone systems let you record a call with just a mouse click or a screen tap. Sales managers or call center professionals can have the alternative of organizing their call records in a detailed manner. Managers can also barge in to live calls and, speak with the customers directly.

Interactive Voice Response 52

Interactive Voice Response CRM Sales Coaching 52

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Omnichannel, Cloud-Based Contact Centers.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Lumoa

APRIL 13, 2020

Some firms receive over 10 000 hours of calls per day and it would take several years for one person to listen to and transcribe those calls. Having a person listening to every call and transcribing them isn’t really an effective strategy. So how do you make the most out of your voice feedback?

Feedback 78

Feedback Interactive Voice Response call center professionals Surveys 78