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Customer Service Information |
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Modern Call Center Solutions - Keeping in Touch is the Key
Call center solutions solve a range of age-old problems. As far back as ancient times, the success of a business has always depended on how well that business can communicate with clients and meet their needs. It is necessary to be available, in touch, easy to reach, and pleasant to deal with. From the point of view of the customer who needs to purchase a product, or is having trouble with a product or service he has already purchased, help must be readily available. From the point of view of a business competing within a certain market or industry, it is necessary to be recognized, and to constantly maintain or increase one's market share. At the bottom of all these needs is communication, and that is exactly what the call center is there to provide. This may sound simple, but it isn't. Communication is no longer just a matter of answering the phone. For a start, there are several different modes of communication - phone, fax, email - and clients use them all. In response to this, there are several solutions that make it easier to compile and integrate communication from all these different sources. Computer telephony integration, or CTI, is important to every major call center. This is just one example of a solution that a large call center is able to provide, while smaller, in-house centers may find it harder to keep up to date. Because of the sheer number of calls and other communication coming into a call center on any given day, it is important that the calls be managed and distributed for maximum efficiency. In and of itself, answering calls in a timely fashion is vital. Being put on hold for lengthy periods of time is a common pet peeve for many customers; in fact, it has been proven that businesses lose clientele because of this. Everybody's time is valuable, and clients resent it when technology appears to make things more difficult rather than easier. Moreover, if a customer calls in order to get a solution to a problem, he or she wants to speak someone qualified to solve that problem - as quickly as possible. Nowadays, various solutions exist that allow calls to be answered quickly and distributed effectively. These include interactive voice responses, which make it easy for a call that is answered automatically to be managed correctly. Call centers are also a major source of outreach for many organizations, and there are many technological solutions that allow outgoing calls to be made much more efficiently than in the past. With manual dialing or elementary automatic dialing, much of the call center agent's time was wasted. The agent would continually call numbers that were not answered, out of service, or busy; he or she would reach a live voice less than 50% of the time. In fact, in the past, agents would typically spend only twenty minutes of every hour interacting with clients or potential clients. Developing a solution to this problem, and the inefficiency that accompanied it, was paramount - and sure enough, today's predictive dialers allow the agent to spend about fifty minutes of each hour interacting with clients. This is a far more efficient use of time. Predictive dialers transfer the call to an agent only when a live voice responds. They also keep track of which agents are available at a given time, in order to correctly distrubute the calls that come into the call center. All in all, call centers today are equipped to provide a wide range of effective solutions to age old communication problems, as well as the increasing communication demands of today. There is one possible catch, however - larger call centers are far more able to provide these solutions and services. Smaller centers, or in-house call centers in smaller companies, may not be able to keep up. Keep in mind that it is not only their own client base that they need to 'keep up' with - as the demand for good communication increases, each company is competing with every other company's level of communication, service and self-promotion, as well. For this reason, many companies are turning to larger centers to outsource communicaiton services, knowing that in this way they will be able to access a full range of call center solutions. Prodialing strives to provide concise information concerning the high tech arena of callcenters, including call center solutions, predictive dialers, IVR and much, much more. See our website at ProDialing.com (http://www.prodialing.com).
MORE RESOURCES: AI Chatbots Are Ready to Talk to Customers. Sort of. The Wall Street Journal Pricing, AI, DPA, Customer Service Tools; Bill Emerson Interview; Training This Week; STRATMOR CD Workshop Mortgage News Daily Samsung Electronics Canada Customer Service Wins Bronze in ‘Best Use of Omni Channel' at International CX Awards 2024 Yahoo Finance Qme secures $3M funding to streamline customer service across Africa Techpoint Africa Building Competitive Advantage in Customer Care Through AI The Business of Fashion 311 Customer Service Center City and County of San Francisco FTC Finalizes Order with H&R Block Requiring Them to Pay $7 Million and Overhaul Advertising and Customer Service Practices for 2025 and 2026 Tax Seasons Federal Trade Commission News Ikea expands integration with assembly services platform Chain Store Age JEA is inviting bids for 19-story downtown tower that used to be its headquarters The Florida Times-Union Consumers Demand Enterprises Modernize to Improve Ailing Customer Experience, Says Research Business Wire American Lamprecht Enhances Visibility for Air and Ocean Shipments Using Descartes Solution Supply Chain Dive Women in Fintech: A Conversation About Loyalty Ecosystems in Financial Services with Becky Hill Finovate Neterra Enhances Its Customer Service Monitoring System Total Telecom Gladly Named a Leader in Constellation ShortList™ for Digital Customer Service and Support PR Newswire QueueKiosk™: Saving Thousands of Active-Duty Man Hours & Improving Customer Service at the MPF Office Kiosk Marketplace Finally, hard data on a real-world AI business use case: It’s huge for customer service Sherwood News Liverpool reinvents customer service through digital platform ComputerWeekly.com CSPI & Nutrition Action Customer Service CSPI Newsroom Firm to expand customer service in Yorkshire with new service centre Golf Business News Textron Aviation to Open New Service Facility at Essendon Fields Airport, Expanding Capabilities in Australia Pittsburg Morning Sun Help Department of Taxation and Finance Six Game-Changing AI Customer Service and CX Strategies Hospitality Net Consumer Directed Personal Assistance Program (CDPAP) New York State Department of Health Cigna's customer-centric strategy could ripple across the sector Modern Healthcare Major AI Success Story: Giftify Achieves 40% Faster Customer Response Times with Enterprise AI StockTitan Contact Us About Your Bill myclearwater.com Customer Service Center apps.tampagov.net Customer Support | Department of Corrections Governor Tom Wolf 311 - Birmingham’s Customer Service Center City of Birmingham (.gov) 70% of customer service to rely on AI by 2028: Gartner Outsource Accelerator DESCO's meeting held to enhance customer service and power reliability The Business Standard Customer Service & Support Hillsborough County (.gov) My experience as a Customer Service and Sales Intern Toby Shapiro's Experience at A.D. Sutton and Sons Chapman University 3 Ways To Quickly Make $50 GOBankingRates Delta’s annual profit-sharing day spotlights ‘people first’ strategy The Atlanta Journal Constitution Welcome to Riverside Public Utilities City of Riverside (.gov) Celebrate Customer Service Week City of Riverside (.gov) Which companies have the best customer service? Amazon, Shein, Costco among top-rated brands USA TODAY Con Edison Proposes Investments to Meet Growing Demand for Clean Energy, Enhance Customer Support T&D World Fulton County Recognized as a 2024 National Customer Service All Star Fulton County Government Contact Reverb Support Reverb America's Best Customer Service 2025 Newsweek 8 strategies for using AI for customer service in 2025 Sprout Social Attorney General Bonta Demands Better Customer Service for Californians California Department of Justice AI for Customer Service Market worth $47.82 Billion by 2030 - Exclusive Report by MarketsandMarkets™ PR Newswire Can artificial intelligence rescue customer service? The Economist Permits–customer services King County Lifeline Support for Affordable Communications Federal Communications Commission Department of Transportation Governor Tom Wolf 11 key elements of excellent customer service Business.com Shep Hyken, HPU Customer Service Expert, Mentors Students and Staff High Point University Summer EBT | Department of Human Services Governor Tom Wolf How Intercom Achieves 86% Resolution Rates with Claude AI: A Customer Service Revolution - Anthropic Office of Developmental Programs Governor Tom Wolf Our Contact Centre achieves national recognition for excellence in customer service Royal Borough of Greenwich Start or Stop Residential Water Service City of Tucson What Is Nugget? Zomato Launches New AI-Powered Customer Support Platform For Global Businesses NewsX |
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