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Tenfold Contact Center Blog
- The Tenfold Contact Center Blog is a source for in-depth, highly researched, and original work about all things related to the customer experience. Our articles are contributed from Tenfold employees who are directly involved in leading our customer success program; who understand what's important to highlight vs. what's background noise, and who have years of experience building their expertise.
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More Call Centers are Using Social Media for Customer Service – And It’s Working
*This post was guest-authored by Ryan Gould from Elevation Marketing* Instead of assigning social media to a separate department, many call centers are employing social media as an additional – and helpful – customer service tool. Customers, as it turns out, are responding positively. Studies show that that one out of every three customers prefers … Continued
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Who Owns CX?
Customer experience is the new frontier –– while this concept has been shopped around for a few years, it really captured business minds in 2017. Influencers and marketing blogs alike are all over this topic, giving tips on how to enhance Customer Experience and theories on how CX “works”. Beyond the buzz CX has … Continued
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Essential Technologies in Call Center Workforce Management
Improved agent efficiency and productivity turn call centers from a cost into a profit. The two qualities can also create a competitive advantage, which is key priority for growing organizations. While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of … Continued
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Optimizing Call Center Customer Support for Increased Revenue
Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Many customer service departments are actively implementing … Continued
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Tenfold Talks: Contact Center Metrics and Leadership with Nate Brown
Customer experience and service expert, Nate Brown, sat down with us to discuss some hot topics in the contact center industry. Nate is quickly becoming a household name in the customer service realm as a recognized top thought leader by both ICMI and HDI. He currently serves as the Director of Customer Experience at UL and founded the popular service … Continued
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Employee Engagement Techniques for Contact Centers to Reduce High Turnovers
The staff turnover is one of the biggest problems that contact centers face today. It has a huge impact on the costs and the quality of service. According to the 2016 US Contact Center Decision Makers’ Guide from ContactBabel.com – the Average annual turnover rate for a customer service representative (CSR) was 29% – an … Continued
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Benefits of Speech Analytics for Customer Support Call Centers
Speech analytics is at the forefront of the corporate push to make intelligence gained from Big Data not only valuable but actionable in real-time. Speech analytics offers the ability to create meaningful voice data and interaction trends to help companies improve services, reduce costs, and grow revenue in their contact center and other business areas. … Continued
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Managing Call Queues for Customer Service Call Centers
Call queues are central to the effectiveness of call centers and customer service. Call centers use a variety of methods, tools, and practices to lower the average time that a caller spends in the call queue. The goal is to have the lowest average call queue time possible, which will result in more effective service … Continued
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What is a Call Center Dialer?
A call center dialer is an application that automates outbound calls. It is one of the best tools in business to improve your agent's productivity and call efficiency.
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How to Manage Your Customer Service to Provide Outstanding Experience to Your Customers
In today’s virtual world, call centers are the front door to many businesses. Customers may never have the opportunity to deal with organizations face-to face. If companies want to keep loyal customers – and gain new ones – it’s essential that their call centers deliver outstanding customer service with every single customer interaction. How should … Continued
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