Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . One of the most important aspects of a call center is that phone traffic flows correctly…”.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Inside Customer Service

OCTOBER 6, 2022

Average handle time, or AHT, is an important metric in contact centers. Many contact center leaders track AHT closely because shaving even a few seconds off the average call could allow the contact center to handle more volume without adding staff. Agent stopped doing all that during the experiment.

Contact Center 195

Contact Center Scorecard Start-ups Customer Service 195

Fonolo

JULY 8, 2021

Companies use all sorts of metrics and techniques to evaluate their customers’ satisfaction with their products and services. Google reviews, social media activity, and customer service surveys all help companies learn about their customers’ experiences. Passives (7-8): These customers are neutral.

Net Promoter Score 142

Net Promoter Score Contact Center NPS Customer Satisfaction 142

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! What is Call Center Automation? They are becoming increasingly popular in contact centers and are one of the first AI-assisted tools many businesses try.

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

Fonolo

MARCH 18, 2021

KPIs, or Key Performance Indicators, are metrics used by contact centers to measure success and performance. We’ll explore the relationship between these two KPIs and find out how you can use them to improve your contact center! Service level is a standard way contact centers measure performance and efficiency.

Contact Center 162

Contact Center Technology Technology 162

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. What Do Customers Value in CX?

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

Fonolo

SEPTEMBER 21, 2023

Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat).

Net Promoter Score 87

Net Promoter Score Contact Center Scorecard Construction 87

Fonolo

AUGUST 12, 2021

High call center agent productivity is every call center manager’s dream. Not only does it lead to higher profits and lowered costs, it also results in better employee engagement and improved customer experiences. As managers, you need to be aware of your agents’ performance to ensure a good customer experience.

Construction 148

Construction Contact Center Customer Loyalty Customer Satisfaction 148

Fonolo

MARCH 2, 2021

Tracking is vital to providing a great customer experience and running a call center. But most metrics that contact center managers use to measure agents focus on optimizing them rather than encouraging them. Top Contact Center Trends 2021. Customer Satisfaction (CSAT).

Net Promoter Score 148

Net Promoter Score Contact Center NPS Customer Satisfaction 148

Fonolo

NOVEMBER 8, 2022

High call volumes are three words that can strike fear into the heart of any call center professional. Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. Understand Customer Behavior.

Contact Center 156

Contact Center Start-ups Technology Technology 156

Fonolo

AUGUST 3, 2021

You know that customer service is the backbone of your organization. Knowing where you stand with your customers and proving that value to stakeholders requires carefully crafted call center reporting that directly aligns with your organization’s Key Performance Indicators (KPIs). What is a call center report?

Contact Center 142

Contact Center Net Promoter Score Start-ups Customer Satisfaction 142

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. That’s why contact centers are investing in it in droves. How Can WFM Help my Contact Center?

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Uniphore

JUNE 16, 2021

While this is an important metric for internal operating costs — shaving 10 or 20 seconds per call across thousands of interactions can add up to significant savings — managers often get in trouble by thinking of it as an end-all-be-all. Discover What Customers Really Need. The results sometimes look a little like this: Did you know?

NPS 147

NPS Net Promoter Score Contact Center AI 147

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. Use metrics and act on them.

Artificial Intelligence 156

Artificial Intelligence Contact Center Technology Technology 156

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. Over a year after the onset of the pandemic, contact centers have stepped up digital transformation plans at scale. The post Fulfilling Conversational AI’s Promise in Your Contact Center appeared first on Uniphore.

Contact Center 130

Contact Center Artificial Intelligence CX Transformation Actionable Insights 130

Fonolo

AUGUST 31, 2021

Some companies have long contact pages, with hundred phone numbers linking to every department or important person. To customers, this is known as your run-of-the-mill call center phone menu. With call routing, customers can connect to the person they need all without having to use more than one phone number. Fixed order.

Contact Center 152

Contact Center Customer Satisfaction Sales 152

Inside Customer Service

JANUARY 27, 2022

The contact center agent shook his head as he scanned the quality assurance form. What is contact center quality assurance? I realize some readers might not be familiar with the quality assurance process in contact centers. We had just sat down to review a call, and it wasn't going well. Eliminate the score.

Contact Center 148

Contact Center Legal Construction Start-ups 148

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Contact Center 246

Contact Center Outlook Gaming Education 246

Fonolo

JANUARY 19, 2023

If call center retention keeps you up at night, you’re not alone. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. But stressful industries like contact centers stand out. Why Does Call Center Retention Matter? The numbers are sobering. DID YOU KNOW?:

Data Entry 155

Data Entry Contact Center Education Social Media 155

Fonolo

OCTOBER 12, 2021

Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation.

Contact Center 147

Contact Center Customer Satisfaction Technology Technology 147

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX and agent experience with conversational AI and automation tools. In a digital-first post-pandemic world, organizations need to pay close attention to the customer experience and agent experience alike. Join Jafar H, Syed, Sr.

AI 130

AI Artificial Intelligence CX Machine Learning 130

Fonolo

DECEMBER 15, 2022

Call center leaders are always looking for ways to take their operations to the next level. That all depends on the goals your contact center sets. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. Improve the Customer Journey.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

Hodusoft

JUNE 8, 2022

Top Call Center Metrics and KPIs to Every Business Should Track. Running a call center is stressful as there are hundreds, if not thousands, of calls that you have to manage every day while ensuring to deliver outstanding customer service. But how do you decide what metrics are to measure? . First Call Resolution.

Net Promoter Score 98

Net Promoter Score Customer Satisfaction Customer Retention NPS 98

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. But it also allows agents to handle several customer queries at once.

Customer Experience 83

Customer Experience Artificial Intelligence Net Promoter Score Touchpoint 83

Fonolo

MARCH 30, 2021

Call center agents often experience high abandonment rates. TIP: Most contact center software will generate a Call Detail Record (CDR). This feature displays data for each incoming call, including time before the customer abandoned the call. Today’s customers expect to be able to reach you on any platform.

Contact Center 147

Contact Center Social Media Customer Satisfaction Start-ups 147

Fonolo

JUNE 3, 2021

Call queues and hold times are a traditional part of the call center experience. as modern customer expectations evolve, businesses must change their service approaches accordingly. Are You Losing Customers to Hold Time? Call-backs work with any call center platform. That’s where call-back technology comes in.

Technology 136

Technology Technology Contact Center Customer Satisfaction 136

Fonolo

AUGUST 19, 2021

It also results in reduced efficiency at work, which in turn affects a company’s customer satisfaction and profits. And, those stats are even higher for customer support representatives, including call center agents. And, those stats are even higher for customer support representatives, including call center agents.

Contact Center 148

Contact Center Customer Satisfaction Technology Technology 148

Uniphore

JUNE 17, 2021

3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA. Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). When customers call in with an issue, they expect it to be solved then and there. In fact, 63% of customers churn after a bad experience.*.

AI 182

AI Social Media Customer Satisfaction Omnichannel 182

Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? Call Center Life: Things that make you go "Umm".

Contact Center 147

Contact Center AI NPS Technology 147

Fonolo

JANUARY 10, 2023

Wondering how to use artificial intelligence (AI) in your call center? It’s a hot topic, and many call center managers want to know what this rapidly evolving technology will mean for their organizations. On the contrary, it’s an excellent tool to enhance the customer experience and give your contact center a boost.

Artificial Intelligence 91

Artificial Intelligence Contact Center Machine Learning Data Entry 91

Fonolo

NOVEMBER 24, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Read the Full Industry Report Here: Contact Center Trends 2021. Contact Center Teams Had to be More Empathetic. The pandemic thrust contact centers on to the frontline.

Contact Center 159

Contact Center NPS CX Customer Service 159

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. Contact Center Trends 2021.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

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. An after-call survey is a series of questions requesting customer feedback right after an interaction.

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

CSAT.AI

JUNE 14, 2022

No one wants a subpar product or experience. QA metrics are important for gauging and maintaining quality and thereby customers. Contact center analytics can track and parse many of these alphabet soup metrics including: Average Speed of Answering (ASA). When an initial contact solves the problem.

Net Promoter Score 84

Net Promoter Score NPS Contact Center Social Media 84

Fonolo

JANUARY 12, 2023

The same holds when considering how artificial intelligence is changing the contact center. . As data centers scale up to provide accessible and more affordable computing power, they also usher in a range of new capabilities. More personalization and better customer experience . Improved agent experience .

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. You may have already interacted with self-service tools as a customer.

Contact Center 142

Contact Center CX Gaming AI 142

Fonolo

MAY 4, 2021

Consumer expectation and channel preference have always dictated the direction of customer service and experience. The highly-coveted Millennial and Gen Z consumers expect and demand a certain quality of customer service across all channels. The ROI of Call-Backs for Your Call Center. The result?

Contact Center 152

Contact Center Artificial Intelligence AI Omnichannel 152