Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

News : Convoso Launches Advanced Answering Machine Detection

#contactcenterworld

Los Angeles, CA, USA, March, 2021 -- Convoso, developer and provider of outbound contact center solutions, has launched a significant upgrade to its answering machine detection (AMD) for platform customers. The advanced capabilities increase the accuracy of voicemail detection.

To develop this advanced voicemail detection technology, Convoso analyzed billions of calls, and drew from over 14 years of experience serving outbound call centers.

"We're really proud that our achievement of up to 97% accuracy has resulted in increased sales for our customers," said Chief Product Officer and Co-Founder, Bobby Hakimi. "In one case, they’ve jumped up to 5 times more sales because of their improved ability to get people on the phone."


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

Addressing a Major Obstacle for Outbound Call Center Industry

Outbound call centers depend on dialing a phone number and reaching the person they call. These businesses are usually focused on generating leads or sales for a specific market (e.g., solar panels or health insurance). One of the biggest challenges for the outbound call center industry, besides FCC regulation compliance and telecom call blocking, is the prevalence of voicemail. Companies spend thousands of dollars on leads and call center agent payroll. When a large number of dialed calls never connect with an agent, this represents increased cost and decreased revenue. They are losing money.

But it’s not only accuracy that counts for call center productivity. Speed also has a substantial impact.

For companies placing thousands, and even millions, of calls per day, the speed of detection is an essential capability. Accelerating the rate of connection of a human-answered call to a live agent adds up to cumulative savings of time and increased productivity. 

"Fractions of a second make a big difference for our customers," said Hakimi. "This is another way our AMD tool stands apart from our competitors. We have the ability to connect live leads with an agent in as little as half a second – the typical wait time in the industry is about 2 seconds. By reducing wait times four fold, we help prevent leads from disconnecting the call before speaking to an agent. On top of that, the consumer is much more receptive to a conversation."

Real Life Business Losses for Health Industry Call Center

One Health Direct runs an enterprise scale outbound call center. Before working with Convoso’s software, they had all the makings of a robust, profitable call center: Their sales agents are skilled and experienced, and they purchase data-rich leads. But the call center was losing thousands of dollars per month and their commission-driven agents were discouraged. Some new hires left the company, saying they can’t make any money sitting around while the calls go to voicemail.

Jesse Daniels, VP of Sales for One Health Direct, said, "Our agents were spending about 70% of their day coding for answering machines. It was very, very unproductive." Payroll is one of the biggest costs for a call center. That meant Daniels’ company was paying 70% of their payroll for agents sitting at their desks – and not having conversations, not selling.

After two dialers (call center software) failed to solve the problem, Daniels and his executive team looked for an alternative solution and found Convoso. 

Within a month after switching to Convoso, the company had increased sales and commissions.

"In a head-to-head test against [a leading contact center software’s answering machine detection]," said call center consultant Heather Griffin, "agents using Convoso had 5 times as many conversations with leads and generated 5 times as many sales with the same amount of data or less."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prweb.com


About Convoso:
Company LogoConvoso’s cloud contact center platform is designed to improve customer interactions and experiences at every stage of your business operations. From designing to executing campaigns and customer service strategies, our platform ensures the user experience and interactions are productive and enjoyable for both your customers and employees alike.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Motivating Agents With No Money!

Read today's tip or listen to it on podcast.

Published: Monday, March 29, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

4.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

5.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

6.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

7.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

8.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

9.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =