Archive for the 'Call Centers' Category


Reports, reports everywhere, but how much of it is of value?

Published under Call Centers,Customer Service on

A typical call center manager spends about 30% of his/her time compiling reports that would help improve the efficiency of agents. Some of the standard reports include: 1. Speed of answer 2. Average call-handling time 3. Delay before abandon 4. Delay between calls 5. Email handling time 6. Percentage of calls abandoned 7. Number of interactions waiting While these queue-centric…
Continue Reading »

Comments Off on Reports, reports everywhere, but how much of it is of value?

How Call Center Software is Helping Utility Companies Perform Under Critical Conditions

Published under Call Center Solutions,Call Centers on

Customers today expect to have instant access to information, particularly in times of crisis. They also expect to receive that information, as well as updates, directly, as soon as a problem such as an interruption in utility service occurs. Most importantly, customers don’t want to have to gather that information on their own by accessing social media or reaching out to the utility company directly, particularly during severe weather events or power outages. Continue Reading »

Comments Off on How Call Center Software is Helping Utility Companies Perform Under Critical Conditions

Business Intelligence, Dashboards and the Modern Call Center

Spreadsheets in the modern call center are more or less out; real-time reporting business intelligence (BI) via cloud-based call center technologies is in. It’s the only way to keep up with the faster pace of today’s world. Consumers and clients want answers and to make purchases, now. They won’t stay on hold or linger to hear the fifth repetition of…
Continue Reading »

Comments Off on Business Intelligence, Dashboards and the Modern Call Center

5 Reasons Your Cloud-Based Call Center Technology Should Integrate with Other Platforms

Published under Call Center Solutions,Call Centers on

The cloud has leveled the playing for small- and medium-sized businesses (SMBs) hoping to compete against Fortune 100 and 500 companies, as well as large enterprises seeking to expand globally. Through cloud-based architectures, software, and services, organizations of all sizes can compete within their respective industry verticals. However, the burgeoning cloud BPO market may have a grim lining: all the…
Continue Reading »

Comments Off on 5 Reasons Your Cloud-Based Call Center Technology Should Integrate with Other Platforms

How Call Center Software is Helping Utility Companies Perform Under Critical Conditions

Published under Call Center Solutions,Call Centers,Utilities on

Customers today expect to have instant access to information, particularly in times of crisis. They also expect to receive that information, as well as updates, directly, as soon as a problem such as an interruption in utility service occurs. Most importantly, customers don’t want to have to gather that information on their own by accessing social media or reaching out to the utility company directly, particularly during severe weather events or power outages. Continue Reading »

Comments Off on How Call Center Software is Helping Utility Companies Perform Under Critical Conditions

New Call Center Technology for the Healthcare Industry Can Improve Communication and Increase Revenue Across the Community

Healthcare providers face a number of demands on their time, from full days seeing patients to managing administrative tasks after the day is done. Adding to the burden is ensuring that effective patient communication is easy, cost-effective and efficient, which is a tall order for most organizations. In fact, a recent survey found that patients rank greater communication with their healthcare provider (50 percent) as being just as important as a life event (50 percent) in motivating them to become more engaged with their healthcare. Continue Reading »

Comments Off on New Call Center Technology for the Healthcare Industry Can Improve Communication and Increase Revenue Across the Community

The Multichannel Call Center and Its Impact on Customer Service and Agent Efficiency

When looking back on how technology has revolutionized communication, we often point out the physical changes. Who could fathom using some of the earliest forms of long distance communication methods such as smoke signals and carrier pigeons in today’s modern society? Continue Reading »

Comments Off on The Multichannel Call Center and Its Impact on Customer Service and Agent Efficiency

How to Gain Greater Insight into Call Center Agent Efficiency

Published under Call Center Solutions,Call Centers on

No one really argues the benefits of big data anymore, particularly as it relates to workplace analytics. With advanced insights in hand, you can effectively manage call center agents and ensure they’re aligned with your organizational mission and strategy, all of which deliver improved business value and a competitive advantage in the marketplace. Continue Reading »

Comments Off on How to Gain Greater Insight into Call Center Agent Efficiency

Top Seven Benefits of a Blended Call Center Environment

Published under Call Center Solutions,Call Centers,Terrel Bird on

The International Customer Management Institute (ICMI) reported in 2011 that blended, or two-way, communication “between the call center and the customer can enable a positive impact on the customer experience and operational efficiencies.” The organization also found that most survey participants view blended call center environments integral to adding revenue, increasing customer satisfaction and improving inbound and outbound metrics such as service level and abandonment rates. Continue Reading »

Comments Off on Top Seven Benefits of a Blended Call Center Environment

What Inefficiencies Can BI Uncover in Your Call Center?

Inefficiency costs a call center time, as well as money. When agency operations and workflows aren’t running smoothly, the business might as well be a sieve. Time and money pour out every day, week, quarter and year.

Identifying the root cause behind the inefficiency used to be difficult, but that’s no longer the case. Business intelligence (BI) has forever changed the way organizations operate. They aren’t shooting into the dark hoping they’ll hit something; the lights are on, and they’ve seen the target. Through BI, they can fine-tune their aim until they hit the bull’s eye more often than not. Continue Reading »

Comments Off on What Inefficiencies Can BI Uncover in Your Call Center?

Downloads

Discover the unlimited benefits of the cloud-based solution. Here's everything you need to know to be sure you are getting the absolute best call center product possible.