Talkdesk

JUNE 21, 2019

One important way to reduce these important call center metrics is by reducing the amount of work it takes to wrap up previous customer interactions so that your agents are freed up to handle the next one. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

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Talkdesk

MARCH 14, 2018

Three talent trends emerged from Deloitte’s 2017 global contact center survey that point to the need to rethink the way contact centers handle staffing. These initiatives are all supported by the Talkdesk Enterprise Contact Center Platform , illustrating our overall dedication to improving agent effectiveness.

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Talkdesk

APRIL 8, 2020

In 2014, Boingo Multifamily rapidly scaled up its business and needed to improve its customer service operations to match. The organization sought out a new contact center solution with skills-based routing, call recording, robust monitoring and the ability to provide listen-in support to coach agents while interacting with customers.

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Talkdesk

MARCH 4, 2021

One efficient way to take action is to repurpose on-site resources, such as bankers, by leveraging contact center functionality and mobilizing them around a client. Provide a smartphone and mobile-ready contact center software. To achieve this, it’s best to acquire contact center software that is mobile-ready.

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Kustomer

JULY 16, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined with a long time friend, Steve Richards, to discuss Customer quality and assurance and how to best train customer service reps. The Steps to an Effective Customer Service Call.

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Talkdesk

AUGUST 10, 2017

For customers and prospects in your contact center, agents are the voice of your company. This all starts before a call is even made or received. This helps give the agent the right context so they can get the call started off on the right foot.

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Kustomer

APRIL 29, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Steve Richard from ExecVision and Vikas Bhambri from Kustomer to learn about recording customer phone calls and how the data is useful to CX agents. TRANSCRIPT. Intro Voice: (00:04).

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Avaya

AUGUST 24, 2016

In pursuit of this goal, Common has been a long-time user of Avaya IP Office ™ with Avaya Contact Center Select. Tools include recording, quality management, call monitoring, coaching, e-learning, and full reporting services. –supporting our long-term focus on regulatory compliance and business security.

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NICE inContact

OCTOBER 17, 2019

For the private sector, customer service has served as the cornerstone of a well thought out marketing strategy. Businesses make investments to improve all touch points across the customer journey to ensure that each one of those customers has an exceptional experience when it comes to engaging with the brand.

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Talkdesk

MAY 3, 2017

The mission of AppConnect is to allow Talkdesk customers to add more tools to their contact center stack without any hassle. All of the apps available on AppConnect are guaranteed to come with one-click install, a free trial and a pay-as-you-go process that allows customers to change their plan any time they want.

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Stella Connect

JANUARY 31, 2018

First contact resolution (aka first call resolution), or FCR, might not be high on your list of call center metrics. Think of the last time you contacted a brand’s customer service department and the phone call, chat, or email exchange ended before your issue was resolved.

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NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience.

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Call Experts

NOVEMBER 18, 2021

Contact center technology can be the nerve center of your organization’s customer relationship management (CRM) strategy. Depending on the services offered, the contact center can also be called a call center, service desk, or customer service department.

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UJET

DECEMBER 9, 2021

Contact center employees are extremely important to the overall success and health of businesses. They’re the front line of customer interactions, and often the only people your customers will ever interact with. When contact center employees aren’t performing their best, the customer experience declines.

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Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. What is First Call Resolution?

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Magellan Solutions

DECEMBER 10, 2019

So you do not have to worry if you are losing money on unattended customers. Regardless of the channel and the type of customer service you need, whether it is voice or non-voice function, contact centers got your back! . It is for this reason that companies invest in customer service. .

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Talkdesk

AUGUST 24, 2017

For telephony providers like Talkdesk, the digitization of phone calls has proven to be a complicated process in regards to PCI compliance. We’ll detail the process of using a custom storage bucket in another post soon, but if you’re looking for a quick overview, you can consult Talkdesk’s Knowledge Base.

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CSM Magazine

DECEMBER 12, 2019

With card fraud and identify theft continuing to hit the headlines, Jason Roos, CEO of Cirrus , discusses how call centers can navigate the options to ensure both PCI DSS compliance and the best possible customer experience. The view from the contact center. Data breaches continue to challenge and cost businesses.

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Upstream Works

DECEMBER 11, 2018

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. The technologies required to support the demand for self-service include kiosks, chatbots, contact center knowledge base, and video.

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BirdEye

DECEMBER 26, 2023

You can use VoIP on computers, tablets, smartphones, and other VoIP-enabled devices to make and receive calls. VoIP services for businesses include unlimited international calling, voicemail, call recording, caller ID, voicemail-to-text/email, etc. Route calls to the right team member with IVR.

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Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. has always been a challenge for call centers.

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Kustomer

JANUARY 14, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Ed Porter , Chief Revenue Officer at Blue Chip CRO , to discuss the changing customer environment. Tips for Relating With The Customer. Reactive Vs. Proactive Customer Service. TRANSCRIPT.

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Talkdesk

OCTOBER 29, 2020

These limitations create silos in teams and data and can adversely impact an organization’s customer experience (CX) goals. Businesses with a mobile workforce must find alternative ways and tools to engage with customers outside traditional call centers, seamlessly connecting all their customer-interacting teams.

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Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. has always been a challenge for call centers.

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Talkdesk

FEBRUARY 20, 2019

In 2018, SICOM wanted to improve their operations as they realized their existing contact center solutions had many limitations, including not having easy access to call recordings and a homegrown ticketing system they had outgrown. In fact, SICOM technology is used in 30,000 restaurants in 62 countries.

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LiveChat

OCTOBER 24, 2016

The best customer loyalty practices are those that are lined up with the company’s goals and beliefs. There are innumerable examples of customer service, where company representatives have gone above and beyond their call of duty to ensure customers’ happiness. Often lack of empathy is blamed for slipshod service.

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NICE inContact

JULY 27, 2016

It’s a general finding in the contact center industry: customers are growing more exigent. And if you don’t up the ante, chances are they will wander off to the competition, looking for better customer service elsewhere. That being so, what can you do to improve customer service?

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Magellan Solutions

JUNE 14, 2021

How else could they find out which part of their service works or doesn’t work? Moreover, asks these questions to them : Will they hold call calibrations with you? . Are you able to listen to call recordings? 24/7 Phone Answering Service. Cold Calling Service. Market Research Services.

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Pointillist

OCTOBER 22, 2018

Use Artificial Intelligence to Better Understand the Customer Experience Data You’re Gathering. Customers today interact with companies in a variety of ways, leaving a massive trail of experience data in the form of call recordings, chat transcripts, comments on websites, and more. Speech Analytics with Auditory Cues.

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