Callminer

MAY 2, 2018

Hosted call center software is a delivery model that differs from on-premise software and shares some characteristics with cloud-based software. Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center.

call center software 140

call center software Call Center Best practices call center solutions 140

Fonolo

AUGUST 13, 2020

Why do we treat call center overwhelm like a necessary evil? Times have changed, and the call center industry with it. Overwhelm should not be a part of a call center agent’s job description. Why do we treat call center burnout like a necessary evil? overwhelm #burnout #cctr Click To Tweet.

Call Center 148

Call Center Interactive Voice Response Contact Center Management 148

Taylor Reach Group

MAY 18, 2018

In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. It has been said that Call Centers produce more data and more measurement opportunities than is possible in almost any other communications channel. By Colin Taylor.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

Fonolo

JUNE 22, 2023

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. Read on for a crash course! What is Visual IVR?

Interactive Voice Response 91

Interactive Voice Response Abandon rate Self service Call Center 91

Fonolo

SEPTEMBER 13, 2022

Through after-call surveys. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. Of course, these surveys aren’t a foolproof way to improve customer service experience. 5 Reasons to Use After-Call Surveys. Let’s find out.

Surveys 150

Surveys Interactive Voice Response First call resolution Feedback 150

Fonolo

SEPTEMBER 1, 2022

Of course, call centers are notorious for high turnover rates. But if you’re a call center leader, it’s your job to combat that damaging trend. If you don’t, your customer service will suffer, and your call center operations will too. Why is Call Center Employee Retention Important?

Call Center 137

Call Center Abandon rate Average Handle Time Morale 137

ROI CX Solutions

APRIL 29, 2025

Common examples of AI customer service include chatbots , autopilots and copilots, and even some interactive voice response (IVR) menus. Autopilots and copilots assist agents as they engage with customers, suggesting tips based on your knowledge base to ensure efficient handling of each interaction.

Customer Support 64

Customer Support Interactive Voice Response Chatbots Coaching 64

Calabrio

MARCH 25, 2025

Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

TechSee

DECEMBER 16, 2021

Going into 2022, we’ve got our eye on seven trends that are expected to help call centers deliver service excellence while still keeping a close eye on their bottom line to ensure business continuity in an unstable economic environment. These technologies are paving the way for new possibilities for the future of call centers.

Call Center 124

Call Center Self service Gamification Contact Center 124

Fonolo

MARCH 23, 2021

Running an effective call center is all about resolving customer issues in a timely fashion. How to Overcome Challenges with Your Call Center Metrics How to Overcome Challenges with Your Call Center Metrics. Your ASA rate reflects how successful your customer service and call center operations are.

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Call Center Abandon rate Metrics Abandon Call 121

Fonolo

SEPTEMBER 28, 2022

Every call center knows customer feedback is precious. That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. Of course, you should still use other KPIs to improve your call center.

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

Fonolo

AUGUST 25, 2022

Every contact center manager works hard to ensure agents provide excellent service, and yet, this will be your reality if you don’t create an accessible contact center. In some ways, it may have been easier to deliver accessible customer service in person, in the days before customer service agents assisted clients from a call center.

Call Center 87

Call Center Interactive Voice Response Contact Center Wait times 87

Calltools

MARCH 5, 2025

This guide will explore the importance of customer perception and dive into how inbound calling software can help your business. Knowing this, call centers can set themselves apart by making efforts to improve customers’ perceptions. Education: Admissions, course registrations, inquiries, etc.

Interactive Voice Response 52

Interactive Voice Response Transportation Wait times call center software 52

Taylor Reach Group

FEBRUARY 12, 2020

Will we just work in chat or do we want to have a voicebot with the same capabilities on our IVR (Interactive Voice Response) system? What about when the center is closed? Of course, once again this requires detailed and specific design, development and training, but is it achievable today.

Self service 120

Self service Interactive Voice Response Chatbots Consulting 120

3CLogic

AUGUST 18, 2020

However, enterprises continue to remain dependent on their existing call center platform (IVR, queue management, reporting, etc.) and are responsible for the maintenance, security, and upgrades. What’s the downside to a fully hosted cloud call center solution? But that’s a topic for another day.

call center solutions 96

call center solutions Call Center Cloud contact CRM 96

Fonolo

JANUARY 25, 2022

From organizing call center agents to employing the right technology and developing a customer experience strategy, there are plenty of moving pieces in the successful operation of a contact center. Getting all those nuts and bolts to run in perfect harmony is often referred to as call center workforce optimization (WFO).

call center workforce 81

call center workforce Call Center Agent burnout Interactive Voice Response 81

Fonolo

DECEMBER 6, 2022

When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. 1 Develop Your Contact Center Managerial Skills .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

aircall

NOVEMBER 18, 2016

Most people would be hard-pressed to pinpoint the difference between a contact center vs. call center. Contact centers are a relatively new solution. They don’t have the negative reputation from which call centers often suffer. Contact center vs. call center: what is a contact center?

Call Center 88

Call Center Contact Center virtual call center Telemarketing 88

Fonolo

AUGUST 6, 2013

Abandoned calls are one where a caller hangs up while waiting on hold for a customer support agent. The more successful your call center is – that is, the more calls you get – the more likely you are to face increased hold times and, in turn, an increased abandoned rate. But why is abandon rate important to call centers?

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Abandon rate Call Center Abandon Call Wait times 102

NobelBiz

JANUARY 5, 2021

The first step starts with call center IVR, a classical system that automatically picks up customers, uses pre-recorded voice messages and broadcasts menus in which they can navigate. Let’s take a look at the advantages IVR can bring and what are its new capabilities in the digital era.

Interactive Voice Response 52

Interactive Voice Response Call Center Wait times Contact Center 52

Fonolo

APRIL 14, 2022

This approach allows you to evaluate customer feedback and information to improve your call center. NPS is one of the strongest customer service metrics available to a call center. Of course, it’s not the only metric you should use to build your strategy. But it is a strong indicator of your business’s trajectory.

Benchmark 91

Benchmark Call Center Surveys Interactive Voice Response 91

West

JULY 31, 2018

Self-service is one of the best ways to cut call center costs and speed up over-the-phone interactions with customers. And an IVR is one of the most well-known self-service tools out there. So if you want the best deal, it’s natural to wonder whether that IVR cost is really worth the price.

Interactive Voice Response 54

Interactive Voice Response Self service Call Center Management 54

Fonolo

DECEMBER 7, 2021

The same goes for call center reporting. As contact center leaders, you must meet your ever-evolving call center customer expectations or risk losing their loyalty. The answer lies in strong contact center reporting to help you improve your customer experience. What is Call Center Reporting?

Call Center 87

Call Center Abandon rate Metrics Contact Center 87

Fonolo

JULY 12, 2022

One way to ensure high agent engagement is by setting professional development goals for call center agents. How to Make a Call Center Agent Engagement Survey. Setting and tracking goals with call center agents can be daunting, but we’ve boiled down everything you need to get started.

Call Center 87

Call Center Contact Center Employee engagement Average Handle Time 87

Fonolo

APRIL 1, 2021

The tricky thing is, CSAT scores can be affected by a wide range of activities in the call center. Adopt a call-back solution. We’re talking of course about long hold times. Call-back technology is one of the simplest and most cost-effective ways to mitigate long hold times. Are your IVR channels clearly indicated?

Contact Center 152

Contact Center Call Center Interactive Voice Response Feedback 152

Expivia

APRIL 8, 2021

There are a lot of benefits to virtual work at home call centers. And, it can also benefit your call center’s performance. Use these tips and advice to create your own virtual call center right in your home. What Is a Virtual Call Center? What Is a Virtual Call Center?

Call Center 98

Call Center virtual call center call center software Contact Center 98

NobelBiz

MAY 9, 2023

One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and performance. We’ll share valuable insights from one of our workshops featuring two seasoned contact center experts, David Atkinson, and Bradley Butler.

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Best practices Call Center Gamification Contact center software 98

Global Response

DECEMBER 23, 2022

Setting up your call center may seem as easy as hiring a few knowledgeable agents and providing them with a phone line—but nothing could be further from the truth. Even basic call centers have a variety of software requirements, from essential call center operating software to software for security and recruitment.

Call Center 62

Call Center Interactive Voice Response call center software Contact Center 62

Fonolo

APRIL 20, 2020

Handpicked related content: 5 Creative Ways to Manage Agent Shortages in Your Contact Center. Hire a meditation teacher, breathwork course, or meditation app. This one might seem obvious but the reasons for call surges are not always as clear-cut as you might think. Use your IVR to prioritize and divert calls.

Morale 136

Morale Interactive Voice Response Contact Center Self service 136

Fonolo

OCTOBER 5, 2023

FREE WEBINAR: Is Your Chatbot Really Just an IVR? You wouldn’t be the first customer service professional to ask themselves if a chatbot is really any different than an IVR. If your chatbot seems like an IVR, are you doing something wrong? Of course, this conversation is evolving quickly as technology changes.

Interactive Voice Response 57

Interactive Voice Response Chatbots Self service Virtual Agent 57

Fonolo

OCTOBER 18, 2017

Last month we shared 4 Call Center Reports Worth Your Time. A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. Who wrote it: Call Center Week. Web and IVR will be particularly big focuses in the next six months. Where to get it: [link].

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Call Center Journey mapping Self service Interactive Voice Response 117

Global Response

FEBRUARY 13, 2022

What Is a Call Center? Call centers are a staple customer service resource for businesses large and small—and demand is growing. In the US alone, there are hundreds of thousands of call center jobs. But what is a call center? Now what really is a call center? An In-Depth Look.

Call Center 62

Call Center Interactive Voice Response outsourcing Contact Center 62

Pointillist

JANUARY 25, 2019

By Swati Sahai Call centers are an operationally-complex element of your business, but they play a big role in your customers’ experience with your company. It’s no easy task, but the right mix of call center metrics and KPIs can help you stay the course.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

aircall

NOVEMBER 18, 2016

Most people would be hard-pressed to pinpoint the difference between a contact center vs. call center. Contact centers are a relatively new solution. They don’t have the negative reputation from which call centers often suffer. Contact center vs. call center: what is a contact center?

Call Center 72

Call Center Contact Center virtual call center Telemarketing 72

Global Response

FEBRUARY 13, 2022

BPO call centers: what are they and how can they help your business? Either way, it might be time to outsource your call center. A BPO call center can provide huge benefits for your business, while also being more cost-effective and freeing up time and resources within your internal team.

Call Center 62

Call Center outsourcing Telemarketing Business Process Outsourcing 62

Freshcaller

OCTOBER 15, 2018

IVR or Interactive Voice Response is a system that reads out a menu or list of options during a phone call, and depending on the input (keypress made by the caller) received, redirects the call to the next level of menu options or to the right person. What is it that makes people dislike your IVR experience?

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Interactive Voice Response Airlines Construction Entertainment 45

Outsource Consultants

FEBRUARY 9, 2025

Thats where Mexicos nearshore call centers shine. Why Mexico Call Centers Excel in Bilingual Support Mexico call centers have become a powerhouse for bilingual customer support, offering unique advantages that set them apart in the industry.

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Call Center Customer Support outsourcing Interactive Voice Response 67