Complete Beginner’s Guide to Outbound Call Centers

NICE inContact

An outbound call center is a customer service or sales operation that makes outgoing calls to customers or prospects. Outbound call centers require unique technology, KPIs, and compliance requirements.

The Ultimate Dialer Guide for Your Outbound Call Center

NICE inContact

The right dialer can turn any inbound contract center into a powerful blended contact center to help accelerate business growth. Call Center Best Practices Contact Center Trends & Insights Customer Experience Do More With Less Call Center Compliance

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Call center cost reduction strategies

TechSee

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies.

Call Centers Prepare for 2020 Hurricane Season

NICE inContact

If predictions are true, call centers are about to get busy. Call centers must be prepared with a business continuity plan that accounts for any type of disaster. Call Center Best Practices Contact Center Trends & Insights Advantages of the CloudThe Atlantic hurricane season runs from June 1 to Nov. 30, and we have already had 3 named storms this year.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Are Call Center Employees Returning to the Office Despite COVID-19?

NICE inContact

When speaking with a contact center agent that is in the sales hospitality industry to learn about how call center work from home has been, they expressed two things. Advantages of the Cloud Call Center Best Practices Agent Engagement CXOne

Do It Yourself – Call Center Software

NICE inContact

Call center software is not easy. For contact center software consider this. Advantages of the Cloud Call Center Best Practices Contact Center Trends & InsightsWatch and discover how CXone empowers agents, supervisors, and admins to drive efficiency and deliver exceptional customer experiences with a total solution suite. There are tons of little pieces and parts and lots of ways to build it today.

10 Steps to Reduce Call Center Attrition

NICE inContact

But in call centers, it can be significantly more challenging. QATC estimates that the turnover rate in the call center industry ranges between 30-45%. If you’re a veteran of the industry, you already know this because hiring and retaining good agents is something successful contact centers constantly focus on. Here are 10 steps any contact center can take to help increase retention, and reduce call center attrition it begins with the hiring process.

5 Proactive Activities Leaders Can Do to Position Their Inbound Call Center for Ongoing Success

NICE inContact

Call center leaders can't hide behind bluster. Everything about an inbound call center - from expenditures to service levels to customer satisfaction - can be measured and those results reflect directly on the leaders. The performance data doesn't let them.

5 Tips to Improve Call Center Selling

NICE inContact

Successful call center agents are trained to pinpoint customer needs and resolve their pain points. This service-oriented approach to the customer experience uniquely positions call center agents to become successful upsell representatives, ultimately contributing to helping their company achieve revenue goals and improve sales effectiveness. . Here are 5 steps organizations can take to improve call center selling .

Need to More Effectively Manage Your Call Center?

TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!

10 Signs You Need to Upgrade to the Best Call Center Software and 15 Benefits if You Do

NICE inContact

So why are so many companies that rely on customer experience for their business’ success still using old or on-premise call center software? All businesses are using some type of cloud software these days, whether it be email, storage, CRM, etc.

Call Centers are the Front Line of Customer Service

NICE inContact

Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way. Call center representatives are a vital part of the front line, there to help customers when they have questions or problems, and as such, they have the power to strengthen (or weaken) the customer relationship. What’s more, 21% of support centers make customers repeat their story when they are transferred to another rep.

Call Center Automation Depends on Collaborative AI

TechSee

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. AI-driven call center automation has had a significant impact on the efficiency and performance of individual agents, as well as on overall KPIs. Post-call analysis also benefits from AI. How call center automation will redefine agents’ careers.

20 Call Center Software Features that Can Help Organizations Address Their Most Pressing Challenges

NICE inContact

If you're a call center looking for software, you have a lot of options to choose from. Similar to cars, call center software packages range from low-cost, low-feature options to platforms with a lot of bells and whistles and a high price tag to match.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

Five Tactics to Retain Your Top Call Center Agents

NICE inContact

Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics. Check out these five tactics to retain your top call center agents: 1) Recognize Your Agents. Another effective tactic for recognition within a call center is to have wallboards that display leaders of challenges, agent birthdays, and agent spotlights. Avoiding job boredom in the contact center is crucial to keeping them around.

What Is a Virtual Call Center Agent?

NICE inContact

At first glance, the term “virtual call center agent” sounds like a Siri-like creature who exists in the ether, saving the day for troubled customers. No, a virtual call center agent is a regular human being. “Virtual” modifies the call center, so the call center is virtual but the agent is very real. Most call centers still have a brick and mortar presence. The post What Is a Virtual Call Center Agent?

How to Improve Small Business Call Centers

NICE inContact

Having a small business call center is a key piece of creating a competitive advantage with customer service. . If you’re a small business without a call center today, why should you create one? You may have multiple people taking calls and working with customers, but it’s likely that isn’t their only job responsibility. A call center concentrates interactions with customers into the hands of a dedicated team providing higher efficiency.

The Best Call Center Team Names

Comm100

Here are a few benefits of coining a name for your call center team, and we’ll walk through some examples too. A creative name like “Call It In” for a call center complaints handling team can portray creativity and reliability. Ideas for Creative Call Center Team Names. There are many themes that you can use to give your customer support center a name. A landmark that is close to the call center is great if incentives are involved.

The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

Join us for this insightful webinar with Jim Rembach, President at Call Center Coach, and learn about the single most important factor in the success of your contact center!

Hey boss! Can I please cut call center costs?

NICE inContact

Use industry benchmarks to make cuts that will put you in line with other contact centers like yours. Analytics Call Center Best Practices Contact Center Trends & InsightsIt's important to be purposeful when cutting costs. Using benchmarks can help. Use internal benchmarks to make cuts relative to past performance. Using both sets of benchmarks in combination may yield the best results.

How to Optimize Call Center Agent Scripting

NICE inContact

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. By scripting calls you ensure that all agents provide a similar level of service and customers are treated consistently, regardless of agent. . When creating scripts, understand that for some calls following the script may be obligatory.

Call Center Agent Utilization – Why Visual Tools Ensure Optimum Efficiency

TechSee

Every customer service professional knows that running a successful call center is a constant balancing act. Overworking employees can actually drive up call center costs by causing burnout and leading to high agent turnover. A report by HDI shows that when call center agent utilization rates approach 60–70%, the contact center will experience high attrition because they are pushing the agents too hard. Call Center Agent Utilization vs. Occupancy.

3 Essentials For Making the Work From Home Call Center Work For You

NICE inContact

After spending the last couple of crazy months executing all of our contact center business continuity plans in response to the global COVID-19 pandemic, let’s pause for a moment to reflect on what’s next for the work from home call center. Advantages of the Cloud Call Center Best Practices Agent Engagement Contact Center Trends & Insights NICE inContact CXone

Crafting Digital Communication Experiences Your Customers Will Love

Speaker: Hillary Curran, Head of Customer Experience, Guru

So much of today’s customer experience happens online. Your customer’s expectation — whether reaching out about an issue via chat, completing an online form for an event, phoning a call center, or browsing your website’s resources — is an effortless and efficient information transfer, so they can get back to focusing on their bottom line. The digital communication experiences you provide your customers can have a make-or-break impact on their opinions of your product and services, as well as your brand. So, what things must you consider when crafting an ideal digital communication experience? Hillary Curran, Head of Customer Experience at Guru, will share several tools to help you create thoughtful, delightful, and engaging experiences for your customers as you scale.

What is an Inbound Call Center?

NICE inContact

If you hear people talking about a call center, they will often ask whether it’s “inbound” or “outbound”. The difference between inbound and outbound simply refers to who is placing the call. If a customer places a call that’s inbound, as the call is “coming into” the call center. If an agent places a call that’s outbound, as the call is “going out” of the call center. . This is called a “blended” call center.

How to improve you call center customer experience strategy for 2019?

TechSee

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. Call center leaders realize that the time has come to deliver real measurable value to the enterprise. 2019 will be a critical year for call center customer experience strategy: either they will finally move the needle or risk elimination.

5 Ways to Leverage Technology to Reduce Call Center Costs

NICE inContact

Product Marketing Manager, discusses call center agent costs and how technology can be used to manage and mitigate these costs. Call Center Best Practices Customer ExperienceIn this video, the next in our series on Transforming Customer Experiences, Glen Remy, Sr.

How to safely operate your small business call center as businesses reopen

NICE inContact

Small businesses are anticipating when they can reopen their call centers and doors as new developments continue in the COVID-19 pandemic. Since mid-March, many small business call centers have either sent staff to work from home, worked with limited staffing at their site, or closed their doors all together. Advantages of the Cloud Call Center Best Practices Do More With Less

Implementing Virtual Agents: Where to Start, and How to Finish

Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group

Join us for this in-depth conversation with TechStyle Fashion Group, as they openly discuss their decision to go virtual, and the challenges they faced along the way as they dabbled with both building the omnichannel self-service platform themselves, and outsourcing the design to a partner.

Expanding Your Business With Multilingual Call Centers

Magellan Solutions

This is where multilingual call center services can help. With a multilingual call center, you can provide call answering services in your customer’s native language. What is a multilingual call center?

Halloween Horrors: Monsters that Cause Call Center Attrition

TechSee

As you get into the spirit of the occasion, spare a thought for the humble contact center agent, huddled over his keyboard, staring into the abyss of another long shift of customer service hell. Let’s meet these malevolent monsters and get to grips with the thorny issue of call center attrition. Cobbled together from countless pieces of archaic software, the Frankenstein contact center system is the bane of the agent’s life. How to slay the contact center monsters.

How, when and if your call center agents should return to the office

NICE inContact

She felt fortunate to have found employment with a call center after undergoing multiple rounds of treatment that resulted in a period of unemployment. Now she was worried about calling in sick or facing the alternative of going to work immuno-compromised. Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights NICE inContact CXone

Successful Call Center Agents Share This Personality Type

TechSee

The contact center agent’s job is getting harder. Call volumes in many contact centers are down along with the cost to serve. However, that means successful call center agents must now deal with a far greater proportion of complex issues. Today’s contact center agent must therefore be better trained to address these issues and to deal with more frustrated, impatient customers who’ve tried and failed to resolve their issues via self-service.

Transforming the Digital Customer Support Journey

This eBook will focus on exploring the process of digital support transformations, including the types of support solutions available that meet customer demands and how to create the best combination for your customer base.

10 Call Center Mistakes to Avoid when Striving for Effortless Experience

TechSee

To help companies improve their Customer Effort Score (CES), we’ve compiled a list of 10 call center mistakes that often result in high customer effort. When customers are waiting for their call to be answered, they’re annoyed about their issue, and their stress level just keeps increasing. Automated callback options and call queuing solutions that keep customers up to date on their queue position have gone a long way toward decreasing customer stress levels while on hold.