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Benefits Of Using Both CRM & QA Software Together

[fa icon="calendar'] Apr 5, 2017 7:10:00 AM / by Jade Longelin posted in quality management,, call center best practices

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My father always says, “Work smarter, not harder.” And while he is a hard worker himself and has instilled this trait in my siblings and me, his point was nonetheless clear: Why work harder than you have to when there is a more efficient way to achieve the same results?


Thankfully for many of us in today’s workforce, technology does much of the heavy lifting. But harnessing that technology in the best way possible is an important part of having a well-functioning business operation, including customer contact centers.

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4 Best Practices Of Using QA Software In The Contact Center

[fa icon="calendar'] Mar 31, 2017 11:11:35 AM / by Jade Longelin posted in quality management,, call center best practices

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"This call may be recorded for quality assurance purposes" is a line we hear nearly every time we call a business.

 

However, how many contact centers actually follow through on the "assuring quality" promise? In a world where customer service is becoming increasingly important to a company's success, we can’t just stand still and not take action.

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5 Ways Your Call Center Can Seduce Millennial Customers And Turn Them Into Raving Fans

[fa icon="calendar'] Mar 24, 2017 10:34:18 AM / by Jade Longelin posted in customer experience,, call center best practices

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Is your contact center prepared for the fastest growing consumer demographic? Millennials, generally born between the early 80s and late 90s are infamous for their short attention spans and social media addiction.

 

However by 2020, millennials will be spending 1.4 trillion annually, and if your contact center wants to see some of that cash flow, you need to adapt to the way this generation likes to do business.

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Lowering Inbound Call Volume To Improve Your Customer Experience

[fa icon="calendar'] Mar 17, 2017 7:27:00 AM / by Jade Longelin posted in call center best practices

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How To Use Customer Satisfaction Surveys To Gain Actionable Insights For Your Call Center

[fa icon="calendar'] Mar 15, 2017 8:51:56 AM / by Jade Longelin posted in customer experience,, call center best practices

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Customer satisfaction should be at the forefront of any customer service entity, and that includes contact centers. There are plenty of templates to be found online that will help you to determine how satisfied overall your customers are with the service they receive, but these survey results amount to nil if they don’t lead to valuable changes in your day-to-day operations and overall strategy. Read on for a guide on how to use customer satisfaction surveys to gain actionable insights for your call center.

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How To Ensure Data Security And Privacy In Your Call Center

[fa icon="calendar'] Mar 3, 2017 7:05:00 AM / by Jade Longelin posted in customer experience,, call center best practices

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In today's world, data breaches are all too common. With all the valuable customer information contact centers collect on a daily basis, it is no surprise that a medium-sized call center can get hit with over 1000 fraudulent calls a month.

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How To Maintain The Human Element In Your Call Center

[fa icon="calendar'] Feb 22, 2017 6:32:00 AM / by Jade Longelin posted in customer experience,, call center best practices

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Gone are the days where call centers are defined solely by ringing phones, putting customers on hold and taking messages. Today, the modern call center has evolved into an omnichannel beast that has disrupted the relationship between customers and companies.

 

To stay relevant with the digital savvy millennial generation, call centers have adopted new technology like social media, live chat and mobile applications. As a result of this shift in consumer behaviour, the role of contact center agents and customer engagement has changed.

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What Lies Ahead For The Contact Center Industry In 2017?

[fa icon="calendar'] Feb 17, 2017 8:04:00 AM / by Jade Longelin posted in call center best practices

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As the year unfolds, call centers are readying themselves for the next big thing in 2017. While technology stays at the forefront of call center trends, they have been fine tuned to make agents' jobs easier and client experiences more personal.

 

The following are six 2017 call center trends to keep an eye on.

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How To Manage A Heavy Workload Without Increasing Staff Or Losing Efficiency

[fa icon="calendar'] Feb 15, 2017 7:00:00 AM / by Jade Longelin posted in employee engagement, quality management,, call center best practices

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"I have got too much work and not enough time to do it all". That is a statement we have all muttered to ourselves at some point in our careers.


Towards the end of 2016, a study by Wrike came out stating that nearly six in ten employees feel their workloads have gone up. A further fifth reported that work demands had increased "significantly" in the past year.


However, that's not all, 47% of respondents across various sectors stated that they work longer works to get the job done than they did a year ago. A third of managers also confirmed that they expect employees to put in this extra time and take fewer breaks to meet the demands of their growing task lists.

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5 Tips You Need To Apply To Reduce Abandonment Rate In The Call Center

[fa icon="calendar'] Jan 25, 2017 9:09:00 AM / by Jade Longelin posted in customer experience,, quality management,, call center best practices

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First things first: What is abandonment rate in the call center and how is it measured and expressed?

 

The abandonment rate is a percentage of how many calls hang up before speaking to an agent versus the total number of incoming calls. It is expressed as a percentage and calculated by dividing the number of abandoned calls by the number of total calls. Configured properly, your CRM system should be equipped to track these numbers.

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