Archive for the 'Customer Service' Category


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

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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…
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Multi-channel customer service: the holy grail of contact centers

Published under Call Center Solutions,Customer Service on

Recently, I wanted to know some information about my insurance policy and I visited the company’s website to figure out the way to reach them. There were no numbers provided on their site and I was directed to send a text message to a particular number and one of their agents would call me back. It took 4 hours for…
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5 Things That Can Drag Your Call Center Productivity Levels Down

With the multitude of software tools available, businesses are more interested than ever in optimizing their productivity to boost their bottom line. Call centers are no different, with many potential pitfalls ranging from lack of proper oversight to inconsistent training processes. Below are five areas where call center productivity could suffer the most. 1. Unfair or Uneven Employee Monitoring No…
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VoIP for Small Businesses: What You Should Know

When it comes to technology decisions, it’s easy for small businesses to get caught up in looking only at the bottom line. But organizations should assess more than just cost. In the case of Voice over Internet Protocol (VoIP), there are a number of factors that come into play before a company makes the leap to a cloud-based hosted solution….
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The IVR Solution: Customer Service Best Practices

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For many people, calling customer service ranks right up there with going to the dentist or visiting the DMV on a list of their least favorite things. It’s viewed as tedious, potentially painful and time-intensive; but it turns out, it’s actually a lot worse than most people realize. The average American spends more than 30 hours a year waiting to…
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Improving Customer Satisfaction with Queue Callback

No matter how great your hold music is, there are times when your customers just don’t want to wait on the phone to speak to a call center representative. Adding a queue callback system to your call center frees your customers from long waits and ensures you can provide them with great customer service. A queue callback system can improve…
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The Dos and Don’ts of Call Center Customer Service

Good customer service pays off: 85% of people say they will take action if they’re not satisfied with their customer service experience. Of those consumers, 49% would stop doing business with the company, and many would also head to social media to complain about it. Given that 70% of adults in the U.S. pick up the phone for their first…
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How CRM Software Can Centralize Your Call Center

Years ago, managing your call center’s operations might have felt like trying to hold back a tide of ungainly, difficult-to-organize information that powered healthy customer relationships. Agents likely had notes, histories, contact information and more, that might be recorded anywhere from overstuffed file cabinets to bulging, unwieldy spreadsheets that seemed to be growing in every direction at once. Some managers…
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Virtual Call Centers Make Managing Customer Contact a Breeze

Every call center aims to offer their customers the highest level of customer service possible. This means connecting inbound callers to knowledgeable and supportive representatives in a timely manner. Outbound calling campaigns also need to be focused and comprehensively managed in order the be as effective as possible. Unfortunately, maintaining the physical resources required to manage this kind of effort…
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Wait Times and Callbacks – Customer Preferences Revealed

Call waiting and call backs are two call center strategies used during peak times when the number of callers exceeds the number of agents. But, how effectual are these tactics? How many customers do you retain or lose through the use of these strategies? What are the customers’ preferences? Results from a recent survey* provide indication as to what customers’…
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