ViiBE Blog

MAY 13, 2021

Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. There are different types of call centers.

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Call Center Technology Virtual Call Center Contact Center 52

NobelBiz

APRIL 18, 2022

On the surface, increasing the efficiency of your call center appears to be a simple and straightforward process. Simply reduce the amount of time spent on the phone with clients, which gives you more calls handled in a day and hence more efficiency for your business. What is call center efficiency?

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Call Center Contact Center How To Gamification 52

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. Understanding VoIP Telecom Systems Voice over Internet Protocol (VoIP) telecom systems are pivotal for modern contact centers. Clearer audio ensures better interactions with customers.

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NobelBiz

FEBRUARY 2, 2021

Technology is a Key Component to Successful Training for Call Center Agents 1. One-on-One Meetings It’s not easy to train new agents in an isolated environment if you don’t make communication a priority. And face-to-face video calls play a key role in this regard. What about Remote Management of New Agents?

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Call Center Training Tips Contact Center 52

Magellan Solutions

AUGUST 5, 2021

Looking for the right call center ph softwares for your call center business? With hundreds of business process outsourcing companies Philippines tools available, finding the best ones for your call center can be confusing. 5 Essential Tools For Call Centers In Manila Philippines. Auto Dialers.

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NobelBiz

NOVEMBER 27, 2023

Advanced call logging is a vital tool for businesses to enhance communication management and operational efficiency. By automating the collection and organization of call details, businesses can gain valuable insights into their communication activities, improve customer interactions, and drive informed decision-making.

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Contact Center Call Recording Call Center Contact Center Software 59

Call Experts

APRIL 8, 2024

Effective Communication: Speak clearly and concisely. Quality Assurance: Implement call monitoring and quality assurance measures to assess performance and provide feedback for improvement. Call Analytics: Use call analytics tools to track call volume, duration, and customer satisfaction metrics.

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Customer Service Call Center Call Recording Customer Satisfaction 52

Talkdesk

FEBRUARY 16, 2017

Choosing a call center software solution is a big decision. Every company wants to offer outstanding experiences during sales and service conversations and the right call center software is a huge part of that strategy. After the initial setup, there are more maintenance tasks to get a call center software optimized.

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NobelBiz

MARCH 14, 2023

Call recording and monitoring systems to help agencies monitor agent performance, ensure compliance, and identify areas for improvement. Develop and implement standard call scripts that are compliant with regulations and provide consistency across all agents. Data quality: Call center data can be messy and inconsistent.

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Contact Center Call Recording Call Center Guidelines 52

Talkdesk

MAY 11, 2015

Over the years, call center software technology has made considerable strides. These technological advances have allowed both call center managers and agents to optimize their performance, giving way to better business outcomes and ultimately increasing profit. You’re unable to listen to live calls or barge into calls.

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Call Center Software Average Handle Time Call Recording 40

Call Experts

SEPTEMBER 15, 2023

Effective Communication: Speak clearly and concisely. Quality Assurance: Implement call monitoring and quality assurance measures to assess performance and provide feedback for improvement. Call Analytics: Use call analytics tools to track call volume, duration, and customer satisfaction metrics.

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Customer Service Call Center Call Recording Customer Satisfaction 59

NobelBiz

FEBRUARY 14, 2023

Measure current dead airtime: To reduce dead air time effectively, you first need to know how much disquiet time is occurring in your current interactions.Through call recording and analysis tools. To effectively train agents, you should : Develop and provide training programs focusing on effective communication and active listening.

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Contact Center Call Flow Call Recording How To 52

Magellan Solutions

SEPTEMBER 20, 2016

How to outsource a customer service call center? It is important to list all of that so that the customer service call center you will contact will have a view on your business needs and now they can customize the services you could avail according to your needs and goals. How to determine if the call center is good?

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Call Center Customer Service Telecommunications How To 40

NICE inContact

JANUARY 24, 2019

You can route calls based on geography, real-time call center KPIs such as current service level, and other criteria. . Behavioral routing matches callers and agents based on customer communication style, enabling a better customer experience, and increased agent productivity and satisfaction. .

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Magellan Solutions

MAY 12, 2023

How Answering Services Work And The Features They Offer Business process outsourcing (BPO) companies, like Magellan Solutions , have state-of-the-art facilities and communications equipment and highly trained virtual answering assistants ready to take calls on behalf of small businesses.

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Call Recording Average Handle Time First Call Resolution Training 59

NobelBiz

APRIL 9, 2024

Call centers play a crucial role in customer service and sales operations. However, in the middle the hustle and bustle of daily operations, it’s essential for call centers to prioritize compliance with various laws and regulations. Table of Contents What is Call Center Compliance and Why is it Important?

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Call Center Healthcare Contact Center Financial 105

Magellan Solutions

OCTOBER 3, 2022

Your telephone communication during an outbound call impression has a long-lasting impact. Establishing and sustaining a great relationship with your consumers depends on effective communication. . Since neither side can read body language when speaking with a consumer on the phone, communication can be challenging.

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Call Center Guidelines Consumers Call Recording 75

Kustomer

APRIL 29, 2021

Are Phone Calls Dying Off in the CX World? For years, phone calls as a means of communication between CX agents and customers has been under great speculation. Debate amongst the customer experience community over whether or not this communication channel would eventually die out takes place frequently.

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Call Recording Omni-Channel Data Customers 98

NICE inContact

FEBRUARY 13, 2019

Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. Your evaluators listen to a call recording, and then fill out a Word or Excel form to send to the agent with feedback.

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NobelBiz

FEBRUARY 14, 2022

What are the right call center agent performance metrics to monitor? AHT – The Average Handling Time in call centers The average handling time is the amount of time it takes for a customer to interact with an agent in a call center. There will be more calls per agent and more income for your organization.

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Metrics Contact Center Management Call Center 52

NobelBiz

MARCH 21, 2023

Key Takeaways: You have to pinpoint the exact reason for a low FCR Your call center should be a customer-centric business Proper ongoing agent training and monitoring Call center technology has evolved to deliver proper performance levels, quality, and FCR enhancement. Why was the call routed to the incorrect division?

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First Call Resolution Call Center Contact Center Knowledge Base 52

Talkdesk

MARCH 12, 2021

Talkdesk is an enterprise cloud contact center as a service (CCaaS) solution provider empowering companies to deliver customer experience excellence and top-notch quality of service (QoS). Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018.

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Call Flow Contact Center Abandon Rate Omni-Channel 91

NobelBiz

NOVEMBER 6, 2023

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential.

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Call Center Self Service Contact Center Customer Service 105

NobelBiz

JUNE 26, 2023

Managing a call center goes beyond delivering exceptional customer service. It requires a deep understanding of the importance of call center infrastructure to maintain a seamless operation. With that in mind, let’s take a closer look at the challenges of maintaining and upgrading call center infrastructure.

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Call Center Contact Center CRM Social Media 52

Kustomer

AUGUST 8, 2022

Steve Richards: (00:40) I’m used to the salespeople and its kind of a little bit of a different world here going into call centers with CX. Usually, it’s a voice conversation, but it certainly is also a text conversation, SMS, email, other communication channels, but they had this kind of feedback loop. Read More Hide.

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Customer Service How To Call Center Contact Center 98

NobelBiz

JULY 19, 2022

Remember that consistency in communication is extremely important for maintaining a good relationship with your customers. In addition to the ability to see the progress of the calls, call whispering provides the option of being disabled in the middle of a call if necessary.

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Contact Center Contact Center Software Call Center Telecommunications 52

Talkdesk

MARCH 4, 2021

Learn more about an all-in-one mobile workforce solution that puts real-time communication tools in the hands of location-based employees. As a customer, I may walk into a branch, get some information, then actually call the call center [for an update] and the information is disjointed. What does it take?

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Contact Center Customer Experience Contact Center Software Banking 94

Playvox

JUNE 10, 2022

Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive. Agent coaching has long been a method for improving contact center performance and the customer experience. What is the best way to communicate with each person?

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Contact Center Tips Sports Average Handle Time 69

Magellan Solutions

OCTOBER 4, 2023

Is it to increase customer satisfaction by having 24/7 support, reduce missed calls, and improve first-call resolution rates? Communicate this with your outsourcing partner regularly so you can also track their progress. Some of the common quality assurance tools include call recording and QA self-scorecards.

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First Call Resolution Social Media Average Handle Time Customer Satisfaction 52

Talkdesk

SEPTEMBER 6, 2017

They called when they needed to book a ticket, they called when they needed a refund, they called to offer feedback, and they called when the product they purchased stopped working. He emailed back with full details and even a copy from his cell phone bill, showing the call he made. Only offer one or two?

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Omni-Channel Communication How To Hotels 40

NobelBiz

MAY 24, 2022

Managing call center agents remotely has become a true challenge for the industry. Running a remote call center, on the other hand, has become relatively simple with strong management, an excellent organization, and the necessary contact center technological tools. But how exactly?

Call Center 52

Call Center Tips Virtual Call Center Management 52

Talkdesk

SEPTEMBER 6, 2017

They called when they needed to book a ticket, they called when they needed a refund, they called to offer feedback, and they called when the product they purchased stopped working. He emailed back with full details and even a copy from his cell phone bill, showing the call he made. Only offer one or two?

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Omni-Channel Communication Hotels How To 40

Talkdesk

SEPTEMBER 27, 2017

Likewise, in a world of unpredictable connectivity, it’s common for customers to suddenly lose service and need to call back into your contact center. However, with most call center software, a dropped call means having to start over at the beginning of the queue with a new agent.

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Call Recording Contact Center Call Center Wait Times 40

Inbenta

MAY 7, 2021

In which language do they prefer to communicate? By learning about these preferences, you can determine when synchronous or asynchronous communication should be used. Inbenta’s augmented agent solution integrates into call center software to streamline agent productivity with excellent speech-to-text functionality.

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Customer Service Social Media How To Software 116

Talkdesk

MAY 3, 2017

PlayVox – PlayVox is a Quality Assurance software that allows you to monitor your customer service interactions across different communication channels. They identify dissatisfied customers, successful sales agents, interested prospects, and upsell opportunities from call recordings. Talkdesk AppConnect Launch Partners.

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Contact Center Call Recording Call Center Return on Investment 40

Magellan Solutions

JULY 15, 2021

Moreover, they maximized their mode of communication by using phone, email, and LinkedIn touches in an integrated outreach cadence. . On top of that, instead of pushing for immediate sales, the call center company changed the objective into information-based cold calling. .

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Call Center B2B Sales Retail 40

RapportBoost

OCTOBER 16, 2018

Dan: The call recording leaders certainly took the leading role and some of the acquisitions that they made. Conversational and chat analytics can help both the customer and call center agent do a better job of communicating. Then there are a number of innovative startups which is where I put your company.

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