Ask for a Live Demo

Empowering Agents to Engage Customers

Learning To Customize IVR Call Flows And Advanced Routing Options

[fa icon="calendar'] Jan 27, 2017 7:14:00 AM / by Jade Longelin posted in customer experience,, quality management,

[fa icon="comment"] 0 Comments

Customers reach out to your contact center for myriad reasons: to purchase or return a product, to receive service or lodge a complaint on a previously purchased good or service, to change their account settings, to solve a technical issue, to ask a question, to make a payment, to ask a complex question to a service representative… the list could go on and on.

 

Being able to customize IVR (interactive voice response) call flows could mean the difference between a satisfied customer or an abandoned call. Contact centers must organize and structure their IVR call flow to meet the unique needs of every customer while ensuring a streamlined experience that taps into the resources of your center efficiently and effectively.


But where to begin?

Read More [fa icon="long-arrow-right"]

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

[fa icon="comment"] 0 Comments

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.

Read More [fa icon="long-arrow-right"]

8 Most Important Qualities Of A Call Center Agent

[fa icon="calendar'] Jan 20, 2017 8:04:00 AM / by Jade Longelin posted in customer experience,, call center best practices

[fa icon="comment"] 0 Comments

A contact center can have all the latest software and top-of-the-line technology, but none of that matters if you don't have the right agents. A customer's experience with a call center can often be the determining factor when deciding whether or not to continue doing business with a company. This is why hiring quality agents is so essential to meeting your customer's needs and exceeding their expectations.

Read More [fa icon="long-arrow-right"]

What Are The Hottest 2017 Customer Service Trends? ...And How To Get On Board!

[fa icon="calendar'] Jan 18, 2017 9:03:00 AM / by Jade Longelin posted in customer experience,, VOC

[fa icon="comment"] 0 Comments

As millennials begin to overtake baby boomers as the majority of the workforce and consumer market, the desired customer experience is evolving along with them. Companies who are prepared to keep up with the latest customer service trends will be the ones who come out on top in the year ahead and beyond.

Read More [fa icon="long-arrow-right"]

Call Center Feedback Questions To Get The Most Out Of Your Voice Of The Customer

[fa icon="calendar'] Jan 13, 2017 9:15:00 AM / by Jade Longelin posted in customer experience,, VOC, call center best practices

[fa icon="comment"] 0 Comments

Data is the modern language of the call center. From FCR and abandonment rates to average handling time and QWT, acronyms and numbers often tell the story of the customer experience (Okay, I made that last one up just to see if you were paying attention).


But what about the story that the customer himself is ready to tell? Are you prepared to listen to the Voice of the Customer through a well-crafted survey? If so, you may be wondering how to develop call center feedback questions that will inform your practices and improve your service. Well, look no further.

Read More [fa icon="long-arrow-right"]

What Are Chatbots And How Are They Revolutionizing Customer Service?

[fa icon="calendar'] Jan 11, 2017 6:53:00 AM / by Jade Longelin posted in customer experience,

[fa icon="comment"] 0 Comments

In the world of instant gratification, customer support has become crucial to the success of any company. Customers believe that a business should be able to respond to their queries 24 hours a day, seven days a week. A further 63.9% of consumers believe a company should be available and contactable via messaging applications.

Read More [fa icon="long-arrow-right"]

Quality Tips For Call Center Agents To Please Your Boss And Your Customers

[fa icon="calendar'] Jan 6, 2017 7:14:00 AM / by Jade Longelin posted in customer experience,, quality management,

[fa icon="comment"] 0 Comments

Maybe you’re a seasoned veteran in the call center, but you’re looking to impress a new manager or wow your customers before an upcoming survey blast. Maybe you’re unwrapping your first headset and you want to start off on the right foot with your boss and your customers.

 

Whatever your motivation, here are some quality tips for call center agents that will make your boss glad he hired you and your customers glad they called.

Read More [fa icon="long-arrow-right"]

Your Ultimate Guide To Creating A Seamless Customer Experience

[fa icon="calendar'] Dec 30, 2016 7:48:00 AM / by Jade Longelin posted in customer experience,, quality management,

[fa icon="comment"] 0 Comments

Your customers are your most precious resource. Handling their needs with care is paramount for sustainable growth of a company brand. From marketing and sales to service and aftercare, knowing how to create a seamless customer experience means your customers won’t slip between the cracks.

Read More [fa icon="long-arrow-right"]

6 Harmful Coaching Practices That Are Hurting Your Customer Service

[fa icon="calendar'] Dec 29, 2016 7:16:00 AM / by Jade Longelin posted in Coaching, customer experience,, call center best practices

[fa icon="comment"] 0 Comments

Excellent customer service is the lifeblood of a contact center. Every time a customer has a bad interaction with an agent; it hurts their relationship with the brand. So much so that 82% of people say they have stopped doing business with a company because of unsatisfactory service.

 

Read More [fa icon="long-arrow-right"]

Top 5 Preferred Customer Service Channels

[fa icon="calendar'] Dec 28, 2016 7:15:00 AM / by Jade Longelin posted in customer experience,

[fa icon="comment"] 0 Comments

If you want to improve the support you are offering your customers, you need to be on the channels where your customers are. This mean that if you customers are Twitterholics, you need to have stellar social media support. If they want to chat to someone before making a purchase, your website needs to support live chat.

Read More [fa icon="long-arrow-right"]
CTA_test.jpg

Sign me up!

Subscribe

Grow Your Network!

Go To PlayVox