SharpenCX

JUNE 28, 2023

Provide additional learning opportunities like seminars, online courses, training, and mentorship so they can improve. Your call center reps will only be as good as the tools you equip them with. Sometimes it’s as simple as providing call flows and scripts to guide calls in various scenarios.

Call Center 67

Call Center Metrics call center software Contact Center 67

3CLogic

AUGUST 11, 2020

While many organizations have increased their adoption of digital mediums (email, self-service, chat, bots, etc.), during COVID most witnessed a significant rise in call volumes. Simply put, voice remains a key part of the customer service value chain, especially when digital channels fall short.

call center solutions 52

call center solutions Call Center Call flow CRM 52

VirtualPBX

JANUARY 29, 2025

Deploying a call management tool allows you to become more efficient over all by automating basic functions. On top of this, structured call flows and queues better manage wait times and get customers where they need to go the first time, without extra holds or transfers. location and hours).

Management 52

Management Interactive Voice Response Call flow CRM 52

Transparent BPO

AUGUST 20, 2019

Worse, some companies are cutting their contact centers altogether, considering them less relevant in this age of digital self-service. But what if you could turn your customer service contact center from cost to profit? How to go about it is the question, of course. The key, then, is to find ways to improve the score.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

Hodusoft

JULY 3, 2024

Regular contact center software provides basic call routing capabilities suitable for smaller-scale operations. It typically supports routing calls to a limited number of departments or queues with relatively simple call flows. It’s time to shortlist those providers and call them one by one.

Contact center software 52

Contact center software Enterprise Contact Center Interactive Voice Response 52

JustCall

MARCH 7, 2023

During the slow season, the software helps optimize workforce expenses by automating as many tasks as possible and retaining only the necessary number of agents for calls. Self-Service Analytics Contrary to popular belief, self-service is becoming more popular amongst customers with straightforward queries that don’t need an agent’s presence.

Contact Center 52

Contact Center Analytics Average Handle Time Call Center 52

Hodusoft

APRIL 17, 2024

As per a research by SQM Group, self-service first call resolution ( FCR ) rate is 74%, and those who opt for a self-service option prefer it to an IVR used to navigate callers to agents for issue resolution. Higher FCR Did you know that auto attendants’ FCR rate is the highest among all contact channels?

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

NobelBiz

MAY 9, 2023

Not having a proper call-back infrastructure: Take the time to work out the call flow of inbound calls. By minimizing the time agents spend looking up client information manually, they can focus more on the conversation itself, improving the quality of the customer experience.

Best practices 98

Best practices Call Center Gamification Contact center software 98

NobelBiz

JANUARY 17, 2022

Of course, there are rational answers to this organizational challenge, including reducing call center AHT while also ensuring quality work and performances. When consumers veer off course, the agents’ responsibility is to get them back on track. The AHT is a KPI that contact centers always strive to improve.

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Management 52

Tethr

OCTOBER 2, 2020

Customer interactions come in many shapes and sizes these days — from the long and often drawn-out phone call to the quick chat message that you key in with all of your thumbs from your mobile phone on the way to pick up your kids from school finally (of course, never texting while driving!). But you get the idea.

Customer effort 104

Customer effort Customer Care Coaching Surveys 104

VirtualPBX

JANUARY 29, 2025

Deploying a call management tool allows you to become more efficient over all by automating basic functions. On top of this, structured call flows and queues better manage wait times and get customers where they need to go the first time, without extra holds or transfers. location and hours).

Management 59

Management Interactive Voice Response Call flow CRM 59