Magellan Solutions

AUGUST 1, 2021

Telemarketing companies Philippines provide support to SMEs that need manpower and technology to meet their customers’ demand. Big brands also love to outsource their non-core functions to Telemarketing call center Philippines for the same reason. Leadership. Customer Satisfaction. Problem solving.

Net Promoter Score 52

Net Promoter Score Company Call Center NPS 52

BlueOcean

OCTOBER 6, 2020

Sometimes the leadership team shifts, with people moving on to other opportunities or new leaders entering the mix and shaking things up. Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers? Here are a few questions to think about.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

NobelBiz

FEBRUARY 14, 2023

Customer Relationship Management (CRM) is a strategy businesses use to manage interactions with existing and potential customers. CRM aims to improve customer satisfaction and loyalty and, ultimately, increase revenue. This can lead to increased customer loyalty and repeat business.

Contact Center 52

Contact Center CRM Measurement Strategy 52

Bold360

NOVEMBER 25, 2019

Customers expect agents to have all the answers even as technology, products, solutions, and engagement channels get more complex. Frontline agents know that first-call resolution is key to customer satisfaction, but only 35% of them achieve this. The biggest pain point is a gap in knowledge.

Knowledge Base 40

Knowledge Base How To First Call Resolution Call Center 40

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. Diving Deep into Call Centers Customer Interaction analytics serves as the heartbeat of modern call centers.

Interaction 98

Interaction Analytics Call Center Contact Center 98

West Monroe

SEPTEMBER 21, 2017

Is it to reduce cost, increase customer satisfaction, drive agent accountability? Your stakeholders should include front line, your business partners (ex: marketing, billing, sales), your leadership, and even your customers. If you reduced call backs and therefore costs as a result of increasing your FCR, let people know.

Self Service 40

Self Service Metrics Measurement Customer Satisfaction 40

NobelBiz

MARCH 31, 2022

For the modern call center agent, communication is everything. As a call center agent, you have the opportunity to create lasting relationships with your customers, and to earn their loyalty. When you’re running a call center, it can be difficult to know how to define success.

First Call Resolution 52

First Call Resolution Call Center Culture Gamification 52

Integrity Solutions

SEPTEMBER 28, 2023

Another common quality among those who provide great customer service is that they do it right the first time. That’s why it’s so critical to empower your customer service teams to focus on improving first call resolution (FCR). Customer satisfaction improves.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

Verint

SEPTEMBER 29, 2017

It started as an initiative to take our CX efforts to the next level under guiding principles to communicate proactively with customers, understand their business needs and making it easy for them to do business with us. We knew we couldn’t achieve excellence in customer experience without support from the larger leadership team.

Leadership 34

Leadership Customer Centricity Average Handle Time Analytics 34

ViiBE Blog

JANUARY 22, 2021

Thanks to the collaborative and AR tools available during the ViiBE call, the agents are able to better guide the customers through remotely diagnosing and resolving technical or challenging issues. Originally, my co-founder and I developed ViiBE as a solution for emergency medical call centers.

Self Service 52

Self Service Virtual Call Center Video Call Center 52

Stella Connect

JANUARY 4, 2022

Group training isn’t just for delivering basic knowledge about products, policies, standards, tech platforms, and the other practical aspects of the customer service agent’s role. Make customer service training an ongoing effort. Align customer service training with brand values and goals. Emphasize hands-on learning.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97