Global Response

JUNE 13, 2023

What are your goals for customer service and your call center more broadly? What are your expectations for service levels and quality? More expertise within a call center means less control will be needed for quality assurance and service levels. What do you hope to achieve by outsourcing?

outsourcing 62

outsourcing Call Center Metrics Service level 62

Enghouse Interactive

OCTOBER 21, 2020

That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.) especially if it will increase service levels, reduce time wasted, and guarantees a positive outcome. Enable your Super-Agents with AI to Deliver Better CX.

Self service 79

Self service Contact Center Benchmark Chatbots 79

Playvox

MAY 25, 2023

The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In addition, new online channels have emerged to help companies serve customers in an increasingly digital landscape. This all harms customer retention, resolution times, and customer satisfaction ratings.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

NobelBiz

FEBRUARY 13, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Playvox

JULY 31, 2023

Reduced Labor Costs Overstaffing and understaffing are both major workforce scheduling challenges in customer service centers. It also has a negative impact on SLAs, abandonment rates, customer retention, CSAT, and brand image. Overstaffing means excessive costs, loss of efficiency, and low productivity.

Self service 85

Self service Management Coaching Contact Center 85

NobelBiz

MAY 7, 2024

Cost Efficiency and ROI Although the initial investment in a hybrid dialer system may be significant, the return on investment is quickly realized through improved efficiency and customer retention.

Call Center 59

Call Center Interactive Voice Response Wait times Telemarketing 59

NobelBiz

JUNE 19, 2023

The modern world is centered on the concept of immediacy and the ability to obtain information instantly. As businesses, we need to harness this culture of immediate responses to elevate customer service levels. Real-time monitoring provides the tools necessary to ensure an unmatched customer experience every time.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Global Response

JUNE 20, 2023

After clearing the backlog quickly and efficiently, we were able to help ASICS continue to scale—from 20 Global Response agents, to 30 and then to 40—while expanding their customer service channels, preventing backlogs, meeting customer demands and improving service levels. Of course, it depends on the call center.

Call Center 62

Call Center outsourcing Bilingual agents Education 62

Playvox

MAY 24, 2023

Why Measuring Workforce Management Metrics Is Important Measuring contact center workforce performance metrics is essential because it allows you to understand how efficiently employees are performing and whether they are meeting the company’s service level agreements and customer experience goals.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

Playvox

JUNE 22, 2023

Customer Satisfaction (CSAT) Perhaps the most common of CX metrics, CSAT is often in the form of a customer survey on a four- or five-point scale that indicates how satisfied a customer or group of customers is with a specific product, transaction, or interaction with a company and its service level.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52