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21 October 2020
Four features essential for high-urgency customer service
All contact centers are driven by metrics, with the goal of providing a frictionless customer service experience. However, there are some situations that, from a consumer perspective, have a more critical dependency on efficient interactions. Such was the case when The Functionary, a leading business process support services company, needed...
30 September 2020
Enabling detailed business insight with disposition codes
Reporting is the lifeblood of a contact center. Measuring call volume, abandonment rate, and wait time can help determine resourcing plans. Metrics such as the average speed of answer (ASA), average handle time (AHT), and agent utilization can help measure the performance of service representatives. While this data can specify...
23 September 2020
FOUR KEY LEGAL REQUIREMENTS TO MEET WHEN USING AUTOMATED DIALERS
A previous blog post described the advantages and disadvantages of using outbound dialers. Businesses use automated dialers to use resources more efficiently and increase the number of calls per day. However, there are numerous legal implications to consider, and violators can be fined up to $42,530 per call! What are...
16 September 2020
TWO WAYS BUSINESSES CAN REDUCE THEIR ABANDONED CALLS
Whoever coined the phrase “Patience is a virtue” was never in charge of a contact center. Consumers are not as willing to wait on hold as they were even a few years ago. A 2017 survey by American Express revealed that 61% of consumers were willing to wait on hold...
9 September 2020
PROVIDING BUSINESS CONTINUITY FOR CONTACT CENTERS – PART TWO
The previous blog in this series focused on the physical challenges of contact centers. Outside factors such as weather and transportation can often hinder the ability of the workforce to get to a physical office. There can also be challenges within the office, which can take an entire system down....
2 September 2020
Providing Business Continuity for Contact Centers – Part One
When a business uses a traditional, on-premise contact center, there can be logistical challenges. These solutions depend on customer service representatives being physically present in an office location. Unfortunately, many unforeseen events can hinder that in-person attendance. CHALLENGES THAT PREVENT REACHING THE OFFICE There are multiple reasons why contact center...
26 August 2020
INCREASING THE SPEED OF CUSTOMER SERVICE INTERACTIONS – PART TWO
The previous blog post in this series discussed the business impact of extended customer service interactions. There are many potential actions in a typical customer service call that can cause delays in the answering and processing of calls. Unfortunately, these delays harm the customer experience, as today’s consumers expect rapid...
19 August 2020
INCREASING THE SPEED OF CUSTOMER SERVICE INTERACTIONS – PART ONE
Most businesses measure contact center effectiveness by time. How long does it take a customer to reach a service representative? What is the average speed of answer (ASA) for a call? What is the average handle time (AHT) for each interaction? How long does a service representative take between interactions?...
13 August 2020
SELECTING THE RIGHT OUTBOUND DIALER FOR A BUSINESS
Businesses use outbound dialers for a variety of reasons, from cold calling to debt collection to market research. Choosing the right type of automated dialer can improve the utilization of their customer service representatives from 67% to 95%, which can increase the number of calls per day by 500%, potentially...
5 August 2020
How Businesses Can Maximize Customer Satisfaction with Flexible Staffing Levels: Part Two
A previous blog post discussed the ongoing challenge of balancing customer satisfaction and contact center resourcing. Legacy contact center solutions struggle to meet the constant change in demands. Their capacity and feature sets were defined when they were first installed and may be very different from the current business needs; they did not account for a pandemic, a hurricane, or a significant disruption to the business workforce. Fortunately, today’s modern contact center...
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