Magellan Solutions

JULY 12, 2021

Why is Call Center Outsourcing Philippines the top destination for offshore services? The Philippines is really the top call center hub in the world. Importance of Proper Call Center Work Environment. But have you figured out why customers prefer filipino call center agents rather than other countries?

Call Center 52

Call Center Industry Contact Center Study 52

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition. What is hyper efficiency in a contact center?

Contact Center 52

Contact Center Call Center Management Gamification 52

Talkdesk

APRIL 8, 2016

Nate chatted with Talkdesk Product Manager, Robert Sur, about the importance of leveraging call center data to develop and refine a phone support strategy. I’ve been on Talkdesk’s Product Marketing team for almost a year now, and I have always considered myself to be fairly knowledgeable about the merits of call center reporting.

Call Center 42

Call Center Metrics Average Handle Time Gamification 42

Vonage

JANUARY 20, 2016

The term is used to describe solutions that, for example, allow a sales rep to simply click on a contact to place a call, or help someone who’s calling your business “press 2” to reach customer service. So what should you look for when selecting a CTI adapter and call center solution?

CRM 120

CRM Sales Gamification Call Center 120

TechSee

JUNE 25, 2019

For example, the technology can identify patterns that indicate a customer’s intent based on web activity or text and route the call or chat to the appropriate agent. Intent prediction enables call centers to up their game by giving customers the assistance they need in the way they want it. Gamification.

Technology 122

Technology Customer Service Contact Center Gamification 122

TechSee

SEPTEMBER 18, 2019

Contact center agents are usually hyper-aware of their KPIs, which can form the basis of their financial incentives and the likelihood of them staying in their jobs. One important KPI is Average Handling Time (AHT), which measures the average duration of communications between agents and customers.

Average Handle Time 84

Average Handle Time Contact Center CRM How To 84

Playvox

JUNE 22, 2023

In uncertain economic times, they become even more critical to help navigate business health and growth. Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

TechSee

JUNE 4, 2019

Everyone knows that time equals money, right? Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Call center training priorities. Gamification is an immersive, exciting experience that engages and motivates agents.

Call Center 117

Call Center Training Technology Gamification 117

Playvox

MARCH 27, 2023

As someone who has worked in support centers before, I know firsthand how important it is to have engaging and effective training programs. One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process.

Contact Center 84

Contact Center Gamification Training Chatbots 84

RapportBoost

DECEMBER 10, 2018

RapportBoost uses artificial Intelligence to optimize chat conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness, and other critical contact center metrics.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

NobelBiz

AUGUST 28, 2023

Multichannel Maze According to CustomerThink , a noteworthy 40% of organizations are cranking up the dial on self-service IVR software, making it crystal clear that omnichannel self-service is taking pole position in the call center’s roadmap to the future. Navigating the multichannel maze is a classic contact center challenge.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98