5 Ways to Reduce Your Contact Center’s Average Time in Queue

Posted by 3CLogic on Aug 3, 2021 12:19:39 PM

When it comes to waiting on hold, studies have shown that callers don’t have a ton of time to spare.

A recent survey from Arise Virtual Solutions reveals that over 65% of customers are only willing to wait on hold for a maximum of two minutes before hanging up. What’s more, over 13% of respondents said that hold time, no matter how long, is unacceptable altogether.

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Topics: customer service, contact center software, CRM, contact center solution, call center software, customer support, high call volume, contact center solutions, time in queue, customer service team, wait on hold, on hold, waiting on hold, customer service rep

5 Secrets to Smarter and More Successful Sales Prospecting

Posted by Rachel Brink on Feb 12, 2016 9:06:48 AM

 

It’s no secret that sales prospecting can be a difficult task—in fact, the average sales rep makes 8 dials per hour and prospects for 6.25 hours to set a single appointment, a reality that can quickly demotivate to even the most-qualified and hardest working sales teams. And when one considers the fact that more than half of a sales rep’s time is unknowingly wasted on unproductive prospecting, the problem at hand quickly becomes clear. So how can sales teams work smarter rather than harder with their existing resources to boost the success of their sales campaigns, and increase the odds of a successful close? A few suggestions:

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Topics: contact center software, predictive dialer, outbound sales, sales, cold calling, sales prospecting

Top 6 Contact Center and Customer Service Trends for 2016

Posted by Rachel Brink on Dec 18, 2015 8:58:00 AM

The contact center space is changing—so what should one expect in 2016?

top-2016-contact-center-trends.jpg1) Businesses will create a stronger alignment between sales, marketing, and customer service—and their corresponding technologies

Stronger alignment between sales, marketing, and customer service teams, and their corresponding technologies, will perhaps be one of the greatest opportunities for businesses to grow and monetize their existing relationships in the coming year. According to Aberdeen group, highly aligned organizations achieved an average of 32% year-over-year revenue growth, while their less aligned competitors saw a 7% decrease in revenue. But despite the astounding potential, only 8% of companies state they have tight alignment between sales and marketing (Forrester). With a heavy focus on understanding the entire customer journey, businesses will likely integrate more aspects of their business, from departmental data to SaaS solutions (marketing automation, CRM, contact center software), to help to ensure their employees are operating efficiently and are working with greater insight into their customer base in 2016. Check-out how our partner, W-Systems Corp., is helping organizations achieve this.

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Topics: customer service, contact center software, contact center, call center software, customer service trends, contact center trends, contact center solutions, call center solutions

3 Tips to Effectively Train your Call Center’s Agents

Posted by Rachel Brink on Feb 26, 2015 11:47:43 AM
Costing roughly $5,800 annually, employee acquisition and development is one of the more expensive and time-consuming line items on any company balance sheet. As it relates specifically to the call center space, an industry that has long been associated with extremely high employee turnover rates and low employee engagement, many managers have increasingly sought to mitigate the impact of low employee retention by enhancing the quality of their training programs. And with just a moderate 2% increase in employee productivity generally covering the entire cost of any training initiative, it’s hard to argue against the investment.
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Topics: contact center software, call center software, best business practices, virtual assist, agent productivity, agent retention, agent training, agent turnover, business intelligence, gamification, employee turnover, employee engagement, agent attrition, agent coaching

Improving Customer Service within Your Call Center

Posted by Rachel Brink on Nov 5, 2014 8:56:00 AM

Consider the Following: 

  • 70% of buying experiences are based on how the customer feels they are being treated.
  • Roughly 9 out of 10 U.S. consumers say they would pay more to ensure a superior customer experience.
  • 80% of companies want to use the customer service/experience as a way to differentiate themselves from their competition.
  • On average, loyal customers are worth up to 10 times as much as their first purchase. 

Today, it’s not just about servicing your customers—it’s about offering a memorable experience and creating a long lasting relationship. But while 80% of companies believe they deliver “superior” customer service, only 8% of customers agree. And when you consider 86% of consumers will quit doing business with a company following a single bad customer experience, the challenge facing contact centers quickly becomes clear.

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Topics: customer service, contact center software, call center, multichannel contact center, multichannel call center, contact center, customer satisfaction, first call resolution, self-service, workforce optimization, customer relationship

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