Call Center Insights and Best Practices Blog - Page 5

Nov 30, 2023

What Is Customer Experience and Why Does It Matter? Complete Guide

Call Center Insights and Best Practices Blog - Voiptime Cloud

We live in a world where the voice of the customer matters much more than it has mattered ever before. Nowadays, companies more and more think about not only how to convince the customer to make a purchase, but also how to make the customer experienc...

Nov 24, 2023

Author: Eugene Siuch

Top 10 Customer Service Channels: Definition and Tips to Follow

We want to repeat a popular and obvious statement - the world is permanently changing and moving forward.

Nov 21, 2023

Author: Eugene Siuch

Is Computer Telephony Integration (CTI) a Life Raft For Call Centers?

CTI integration is a must-have solution, but not every call center owner knows what is it. Nonetheless, without CTI solutions modern call centers just can't exist, and that's why you should learn more about them.

Nov 20, 2023

Author: Eugene Siuch

Call Center Knowledge Management Tools and Tips

Although every one of your team should be ideally acknowledged for all products and services of the company, their characteristics, pros and cons, market positioning, approaches to customer service, customer experience, target audience expectations, ...

Nov 15, 2023

Author: Eugene Siuch

Contact Center Performance Management Best Practices

The contact center performance of most contact centers is constantly decreasing. An accountable previous agent became an underperformer. The high level of absenteeism and lateness are disrupting the work. Your agents have everything for the job but s...

Nov 08, 2023

Author: Eugene Siuch

Call Center Management: 15 Best Practices and More

Effective call center management is a goal for every call center manager, who is going on to who wants to achieve sustainable development and high sales figures and optimize all processes to achieve the highest results. Different call center manageme...

Nov 07, 2023

Author: Eugene Siuch

Proactive Customer Service: Ideal Solution or a Pig in a Poke?

Customer service as an industry keeps developing every year. Customer expectations are growing up, technologies are developing fast, and new approaches are being discovered and implemented by various companies.

Nov 03, 2023

Author: Eugene Siuch

Inbound vs Outbound Sales: Difference and Best Tips to Handle Both

It is an extraordinary tendency to discuss sales strategies through the lens of a call center as outbound sales strategies only. Most experts ignore that call centers can generate sales not only by outbound calling campaigns but also through inbound ...

Oct 31, 2023

Author: Tanya Gonchar

Everything You Need to Know about First Call Resolution

To keep existing customers satisfied, a high level of call center service is extremely important. One of the key metrics to measuring customer satisfaction is FCR (First Call Resolution). It shows whether the customer’s problem or issue was resolve...

Oct 27, 2023

Author: Eugene Siuch

Сall Center Attrition Rate: How to Deal With It?

Why do call centers have a high average turnover rate? It is the question that disturbs most call center managers and even persons who are not related to the industry. The call center attrition rate seems to be the highest among almost all industries...