progressive dialer

What is a Progressive Dialer?

Share:

Progressive Dialing covers the “middle ground” between manual dialing, and the more advanced Predictive Dialing solutions.   A Progressive Dialer, just like a Predictive Dialer, is implemented to avoid agents having to manually dial customer phone numbers to make outbound calls. Progressive Dialers are used in any vertical, for customer service, sales, telemarketing, collections and any other environment that requires making outbound calls from a list and does not want to saddle their agents with the actual dialing.  A Progressive Dialer will wait for an agent to finish their current call […]

Read
performance management

Performance Management – You Know You Need It, and Here’s Why

Share:

If there is one single area you want to focus on in 2019 for contact center improvement, consider Performance Management. The contact center industry has always experienced higher attrition rates than many other industries, and with current workplace turnover at an all-time high, this has not changed. Overall turnover statistics in the call center industry […]

Read
call center csat

How to Improve Call Center Customer Satisfaction (CSAT)

Share:

Call Center Customer Satisfaction (CSAT) is, together with other customer related measurements like Net Promoter Score (NPS) and Customer Effort Score (CES), among the most widely recognized and frequently used KPIs in the call center. What is it, why is it so important and how can you improve CSAT in your call or contact center? Let’s investigate.  CSAT is a measurement that is […]

Read
outbound ivr

What is an Outbound IVR?

Share:

An Outbound IVR is one of multiple different outbound tools – others are Predictive Dialers and Robocallers – that can be part of a contact center solution. Essentially, an Outbound IVR is used to proactively reach out to a large number of customers in a personalized manner using different interaction channels, such as voice messages, SMS / text messages or emails.   An Outbound IVR is similar to a Predictive Dialer in the sense that it will use customer […]

Read
predictive dialer

What is a Predictive Dialer?

Share:

Predictive Dialers started replacing the technically much less sophisticated Power Dialer (see the Power Dialer Glossary entry for more information) in the 1990ies.   A Predictive Dialer, just like a Power Dialer, is usually implemented in the attempt to unburden agents from manually dialing customer phone numbers to make outbound calls. For the most part, the type of […]

Read
power dialer

What is a Power Dialer?

Share:

Prior to the introduction of Power Dialer software, many agents spent a lot of time manually dialing long lists of phone numbers to reach out to customers. This was a big issue in traditionally outbound focused call centers (such as collections or telemarketing), but also for call centers supporting inbound and outbound service (for example outbound service calls, cross-sell and upsell). Automating the actual dialing of thousands of phone numbers, freeing up agent time for more advanced tasks and reducing human […]

Read
call center scripting

How to Optimize Call Center Agent Scripting

Share:

Today, call center scripting is used widely. To understand why that is the case, here’s the arguably five biggest benefits of using agent scripting in a contact center: Decrease agent training. Agent scripting will give new hires the guidance they need to start handling interactions confidently on their own earlier.  Maintain regulatory compliance. Script with compliance in mind to help your agents manage the regulatory jungle.  Promote consistency. By scripting calls […]

Read
Contact Center Management

Five Tips for Improving Contact Center Management

Share:

Contact center management is hard. Very hard, actually. You need to keep up with constantly growing and shifting customer expectations. You manage employees in an industry that has one of the highest turnover rates out there. You need insights and analytics that empower you to make the right decisions. Let’s look into some ideas that will […]

Read
social media

Is Social Media in the Contact Center the New Black?

Share:

Certainly an interaction channel that customer service executives should keep in mind is social media. Taking into consideration that with coming generations social media usage is likely to grow further. Ensuring that your contact center does not “miss out” on social channels is vital, just look at these stats: The number of social media users […]

Read