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
Contact Center Benchmarks

Establish KPI Reporting and Contact Center Benchmarks

Share:

If you have recently modernized your contact center, you now have access to far better reporting tools. In the past and without access to rich operations metrics, it’s not surprising that legacy reports focused narrowly on a small handful of efficiency metrics while omitting other important contact center success measures such as productivity, quality, customer satisfaction and more.  […]

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 etiquette

Watch your Etiquette! 7 Tips for Improving Contact Center Etiquette

Share:

Hold the door. Be on time. Common courtesy is always a good bet. Cliché, but true. Even in customer service (where manners are paramount), it never hurts to be reminded. Contact centers are lively, energetic places with lots of activity going on. Respecting and protecting time, people, and processes is key. Be mindful of these tips […]

Read
starting a call center

5 Things to Consider When Starting a Call Center

Share:

There are many reasons why starting a call center makes good business sense.  But whatever the reason, taking that first step can seem like stepping into the unknown. To ease into your search, here are five things to consider when starting a new call center.  You don’t need to be a rocket scientist.  As you begin your exploration […]

Read
Omnichannel customer service

The Difference Between Multichannel and Omnichannel Customer Service

Share:

Let’s start simple…     Multichannel customer service means using multiple channels to service your customers  Omnichannel customer service means using multiple channels to deliver a connected seamless experience to your customers, with consistency across channels  Omnichannel customer experience doesn’t question all channels vs some channels, but rather which channels.  Which channels are right (aka preferred) by your customers, and the experience they expect on those […]

Read
contact center

How to Cash in on Contact Center Failures

Share:

This is not some get rich quick scheme. If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe it’s high agent turnover or absenteeism.  Maybe its call volumes that exceed contact center capacity. Whatever the reason, when troubles reduce the contact center to nothing more than a […]

Read
Angry Call Center Customers

How to Handle Angry Customers in Your Contact Center

Share:

Frustration, discontentment and dissatisfaction are frequent drivers of angry call center customers. Coaching your contact center agents on how to navigate calls from angry customers will decrease call handle times, improve productivity and elevate the customer experience. Here are a few tips for helping your agents deal with these tense situations:  Listen: The first thing most angry customer callers want to do […]

Read
sumtotal

SumTotal Systems Enhances Customer Support with Cloud

Share:

As a subsidiary of Skillsoft, a well-known content management company, SumTotal Systems has carved out an impressive niche in the learning management space. Along with a suite of HR products, the company provides training, compliance, professional certification and other types of content to practically every industry, from pharmaceuticals to universities. Administrators and end users all […]

Read
1 2 3 13