Myra Golden Media

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. But how can they achieve this? Learn more about Balto AI’s solutions here.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

TechSee

AUGUST 14, 2018

These systems are relevant for many verticals including healthcare, finance, weather prediction, call and chat centers, desktop apps, info kiosks and more. . Current state of DSS in contact centers. Call centers are highly stressed environments.

Contact Center 95

Contact Center Average Handle Time Scripts First call resolution 95

Balto

JANUARY 17, 2023

When it comes to healthcare contact centers, automation is far from new. So, why is automation — a technology that formed the foundation of basic call center operations — still slated to become a top trend in healthcare in 2023? How a Contact Center Staple Became a ‘New’ Trend.

Healthcare 52

Healthcare Contact Center CRM Coaching 52

Talkdesk

APRIL 14, 2020

Laying the foundation with the right infrastructure Contact centers are finding themselves stuck between the proverbial rock and hard place. Oftentimes in 24-hour contact centers, agents share desks and equipment – including headsets. Put simply, contact centers are perfect petri dishes for healthcare crises.

Contact Center 81

Contact Center Virtual Agent Chatbots Healthcare 81

Outsource Consultants

MARCH 18, 2025

Domestic brands are increasingly exploring call center outsourcing both nearshore and offshore as a cost-effective alternative to managing customer experience (CX) in-house. At the same time, rapid advances in AI are transforming how contact centers operate, enabling smarter automation and data-driven insights.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

Outsource Consultants

JANUARY 14, 2025

Inbound contact centers are the frontline of customer service , handling millions of customer inquiries daily. At Outsource Consultants, we’ve seen how effective strategies can transform these centers into powerful customer satisfaction engines. What Makes an Inbound Contact Center Effective?

Contact Center 67

Contact Center Average Handle Time Coaching First call resolution 67

Outsource Consultants

JANUARY 16, 2025

Contact center quality assurance is the backbone of exceptional customer service. It’s not just about monitoring calls; it’s about continuously improving every customer interaction. What Is Quality Assurance in Contact Centers?

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

Fonolo

MARCH 11, 2021

Medical contact centers have been inundated with worried members seeking answers and support. While not physically on the front lines, call center agents have been facing their own challenges with massive call volumes as they attempt to help callers navigate health networks to get the support they need.

Call Center 131

Call Center Metrics Abandon rate Healthcare 131

TLC Associates

MARCH 3, 2020

Imagine an enrollee of a healthcare insurance provider calls the company’s contact center to discuss a service issue. Healthcare consumers are evolving before our eyes. Where patients formerly wanted answers, today they want a higher level of care in their relationship with their healthcare insurance provider.

Healthcare 65

Healthcare First call resolution Coaching Government 65

NobelBiz

NOVEMBER 26, 2024

Studies show that a 1% improvement in first-call resolution can lead to a 1% increase in customer satisfaction. This unified system handles complex outbound, inbound, and blended campaigns across eCommerce, customer service, technical support, collections, healthcare, and finance.

Call Center 52

Call Center Multi-channel support voip Technical Support 52

The Northridge Group

MARCH 21, 2022

It’s every Contact Center manager’s worst nightmare, the customer who repeatedly calls back because their issue has not been resolved to their satisfaction. Repeat calls drive up operational costs, create a negative customer experience, and can lead to increased customer churn. The value of reducing repeat calls.

Wireless 127

Wireless Contact Center Average Handle Time Analytics 127

Outsource Consultants

JANUARY 28, 2025

Why Selecting the Right Enterprise Contact Center Matters Choosing the right enterprise contact center is a critical decision for businesses seeking to enhance customer experience and operational efficiency. What Are Must-Have Features in an Enterprise Contact Center?

Enterprise 67

Enterprise Contact Center Average Handle Time contact center solutions 67

Balto

DECEMBER 5, 2022

Running a contact center in the healthcare space isn’t an easy task. However, call centers can find cost savings, efficiencies, and more when using modern software solutions. In this piece, we’ll provide you with insights into everything you need to know about healthcare contact center software.

call center software 52

call center software Healthcare Call Center Contact center software 52

NobelBiz

FEBRUARY 11, 2025

If call volumes surge, businesses must hire more agents, which takes time. High Success Rate for Resolution Live agents have higher first-call resolution rates than IVR systems. They can make judgment calls and solve unique issues without rigid scripting. What s the Ideal Mix of IVR and Live Agents?

Interactive Voice Response 52

Interactive Voice Response Agent burnout contact center solutions CRM 52

Fonolo

JULY 16, 2019

Given this, it only makes sense that the call center and contact center landscape be riddled with abbreviations, especially given the technicality and complexity of some of the words and phrases used in the everyday life of the call center. How to Prepare Your Call Center for Open Enrollment.

Call Center 103

Call Center Interactive Voice Response Average Handle Time Healthcare 103

TechSee

JULY 10, 2024

The Limitations of Augmentation For years, AI has augmented human capabilities across various sectors—be it NLP to understand customer sentiment in CX, AI for healthcare and diagnostics, large-scale automated manufacturing, or others. These applications aimed to make human tasks easier and more efficient.

Automotive 124

Automotive Average Handle Time Enterprise First call resolution 124

CSM Magazine

MARCH 3, 2022

Despite the rise of chatbots and tools to quickly solve customer issues, Harvard Business Review recently reported that 58 percent of customers prefer to call the contact center to solve urgent issues. Fortunately, new technologies help improve customer service agent performance before they even take their first call.

Customer Service 94

Customer Service Banking First call resolution Best practices 94

NICE inContact

NOVEMBER 8, 2019

We’re making it easier than ever for contact center managers to bring together the most powerful solution to operate your contact center, to drive efficiency and productivity, and to give your agent a streamlined desktop with everything they need in one place. Easy-to-use, integrated agent desktop delivers productivity.

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

Balto

AUGUST 2, 2022

So, how does this latest revelation stack up against fears that AI will replace contact center agents? Rate of AI Adoption Skyrockets Among Contact Centers. This allure has proven strong among the contact center industry. Across the board, contact centers use AI to automate agent-driven insights. —

Contact Center 52

Contact Center First call resolution Healthcare Interactive Voice Response 52

NICE inContact

OCTOBER 15, 2019

But if you are a contact center manager, you aren’t measured solely on your own personal performance. One powerful way is to integrate your customer relationship management (CRM) system and your contact center software. Average Handle Time: Integrating your contact center and CRM enable you to shorten call length.

CRM 9

CRM Contact Center Contact center software Average Handle Time 9

Call Experts

JULY 28, 2022

Contact center support is a vital part of any business. A contact center can help save you time and money while delivering outstanding service to your customers. The right contact center will improve customer satisfaction , which leads to increased sales and profitability. What Is A Contact Center?

Contact Center 52

Contact Center Interactive Voice Response Scripts outsourcing 52

3CLogic

SEPTEMBER 24, 2021

This is even truer when they reach out to contact centers to receive support for an issue. Take a closer look at what progress needs to be made in the contact center industry and discover how integrating 3CLogic and ScreenMeet’s person-to-person channels with ServiceNow enables a true omnichannel customer experience.

Customer Experience 59

Customer Experience First call resolution Contact Center industry standards 59

NobelBiz

JULY 25, 2023

Christian Montes, Executive Vice President of Client Operations @NobelBiz The Multifaceted Channels of Interaction In a contact center, customer interactions unfold across a myriad of channels, each holding a unique treasure trove of insights.

Analytics 98

Analytics Call Center Contact center software Scripts 98

TeleDirect

AUGUST 10, 2022

Given its important role, it stands to reason that measuring your brand’s call center metrics isn’t just a helpful practice—it’s essential. At TeleDirect, we’ve been working in the call center outsourcing industry for two decades. We’re experts—and today, we’ve written you a primer on call center performance metrics.

Call Center 62

Call Center Metrics First call resolution industry standards 62

CSM Magazine

OCTOBER 18, 2023

With added native language support, contact center leaders can extend the reach of AI Simulation Training and deliver a superior training experience without needing costly translation of their learning curriculum. It enables agents to improve their skills, speed, and confidence in customer engagement.

Coaching 59

Coaching Feedback Telecommunications First call resolution 59

CSM Magazine

NOVEMBER 1, 2022

Zenarate’s AI Coach is used globally in over a dozen countries in 13 languages by leading brands in banking, healthcare, insurance, telecommunications, technology, and travel industries to improve CSAT and NPS, Conversion Rate, and First Call Resolution Scores. Consumers prefer human agents to automation.

Telecommunications 52

Telecommunications Coaching Multichannel Healthcare 52

Outsource Consultants

FEBRUARY 9, 2025

For example: A leading e-commerce retailer reduced service costs by 50% while increasing first-call resolution rates. A healthcare provider expanded Spanish-language support, leading to a 25% boost in patient satisfaction scores. What industries benefit most from Mexicos nearshore call centers? regulations?

Call Center 67

Call Center Customer Support outsourcing Interactive Voice Response 67

CSM Magazine

DECEMBER 14, 2023

Zenarate, the leader in AI Simulation Training for customer-facing agents, has announced the expansion of its AI Coach platform with the launch of Call Analyzer. For the first time, contact center leaders can seamlessly connect new agent training with live agent assessment and ongoing coaching on one comprehensive platform.

Coaching 52

Coaching Telecommunications First call resolution Contact Center 52

Balto

JANUARY 24, 2025

Whether youre running a five-person team or a global contact center, quality assurance software is the key to transforming your operations into a competitive advantage. What is Call Center Quality Assurance Software? Who Uses Our Contact Center Quality Assurance Software?

Call Center 52

Call Center Scripts Coaching First call resolution 52

TLC Associates

NOVEMBER 19, 2019

The responses to your contact center RFP can help you develop a strong sense of which partners can deliver on their promises to increase your revenue and public perception. Yet don’t let your instincts alone make the final call for you. Protect your investments by visiting one of their contact centers first.

Contact Center 40

Contact Center outsourcing Coaching Average Handle Time 40

Balto

JANUARY 14, 2025

By the end of this guide, youll have a blueprint for using analytics to make smarter decisions, boost customer satisfaction, and future-proof your contact center operations. What Are Call Center Analytics? How Does Call Center Data Analytics Influence the Customer Experience?

Call Center 52

Call Center Analytics Average Handle Time Big data 52

JustCall

MARCH 10, 2023

In an ideal contact center, all calls directly reach their destinations, and all agents handle every call perfectly. Customers do not have to wait in queues or be put on hold, and issues get resolved in the very first call. For starters, it may give your contact center a nudge towards digitization.

Call flow 40

Call flow Contact Center Interactive Voice Response Scripts 40

Fonolo

JUNE 27, 2019

Open enrollment is one of the busiest and most stressful times of the year for healthcare insurance providers and consumers alike. In fact, many healthcare insurers start planning for open enrollment the minute the last season has come to a close. They are bound to have questions for call center agents. Offer a Call-Back.

Call Center 57

Call Center Healthcare Self service First call resolution 57

JustCall

APRIL 27, 2020

Meanwhile, concerns about claims on healthcare and travel insurance were also rising. Interactive Voice Response (IVR) for the Company’s Remote Contact Center. Developing a customer-centric contact strategy was the main goal. The contact center at this insurance company would be flooded with queries.

Interactive Voice Response 86

Interactive Voice Response CRM Average Handle Time Sales 86

CSM Magazine

NOVEMBER 2, 2023

About Zenarate Zenarate is a leader in AI Simulation Training focused on developing top-performing contact center agents who consistently deliver a superior customer experience. To learn more about Zenarate’s AI Coach and its potential applications, visit www.zenarate.com.

Customer Experience 52

Customer Experience Coaching Telecommunications First call resolution 52

CSM Magazine

JUNE 27, 2023

To date, Zenarate has delivered more than 16 million agent simulations in 15 languages to name-brand clients in financial services, insurance, healthcare, telecommunications, technology, retail, and travel industries. Zenarate AI Coach delivers on average: 56% faster agent speed-to-proficiency vs. traditional training.

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

JustCall

AUGUST 21, 2020

Medical call centers have ramped up the patient-provider relationship in the healthcare industry. hospitals employ call centers for a variety of purposes and that number is steadily increasing. Setting up a healthcare call center is the need of the hour. What is Medical Call Center?

Call Center 52

Call Center call center software Healthcare Abandon rate 52