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
omnichannel

Inbound Call Centers Need to Deliver Exceptional Experiences in an Omnichannel World

Share:

Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences. The results were clear in that consumers want true omnichannel service […]

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
modernize

Overwhelmed by needing to modernize your contact center? Start here.

Share:

At some point, every contact center faces the stark reality of needing to modernize. You may still be spending hours creating reports on spreadsheets. You’ve got teams of agents but only rudimentary quality monitoring. Maybe you’re offering limited channel choices, even voice only. If your organization is like most, you’ve been wrestling with these issues […]

Read
self-service channels

Contact Center Software can Balance Agent-assisted and Self-service Channels

Share:

Omnichannel is hot. Artificial intelligence (AI) is hot. Both are hot topics when it comes to contact centers and customer experience. They introduce new channels and vehicles to interact with customers. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and […]

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
data collection

Virtual Agents in the Contact Center: Data Gathering Made Easy

Share:

When it comes to reducing expenses within contact center operations, one of the best ways to do so is to reduce the amount of time that live agents spend on the phone. With that being said, one of the biggest time-consumers of live agent minutes comes from repetitive and tedious data gathering. This happens on […]

Read
CCaaS

Quantify your Contact Center Success with CCaaS and KPIs

Share:

In our last post we talked about how using a “Contact Center as a Service” (CCaaS) may be a better use of resources as opposed to purchasing and maintaining contact center technology in your own data center. A CCaaS offers greater financial flexibility and eliminates costs associated with ownership and obsolescence. The final question in […]

Read
1 2 3 21