ChaseData Call Center Software Blog

The Secret Reason Why AI Will Never Die

Posted by Ahmed Macklai on Sep 30, 2019 7:30:00 AM

When artificial intelligence - or AI - was first being introduced into the world of customer service, many people wondered how long it would last. Some thought it might be a passing fad, while others were certain it was doomed to be a flash-in-the-pan trend that would quickly fade with many others that have come and come.

However, AI has proven its staying power and its relevance in both the customer service industry and the contact center setting overall. With the next decade fast approaching, industry analysts are beginning to believe that artificial intelligence may never die in the call center.

If you’re wondering why this tool of technology has become so ubiquitous, you’re not alone. Many management members still don’t fully understand the benefits of employing AI in their centers. Until they do, it’s difficult to truly comprehend just how lasting this technology stands to be. Read on to learn more about the staying power of AI - and why you should be part of this perpetual trend!

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Topics: Call Center Software

Maximizing Your ROI with Call Center Technology

Posted by Ahmed Macklai on Sep 20, 2019 7:30:00 AM

As with any business, your contact center likely makes maximizing your return on investment - or ROI - a priority. When you pour money into your company, you expect to see some kind of return on that expense. Depending on what you’re spending and why, the return may range from greater consumer interest to literal profits - it all depends on how you measure success.

Here, we’ll discuss how to evaluate, measure, and increase your return on investment and use call center technology to improve everything from productivity to efficiency - and even customer satisfaction. Keep reading to learn more!

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Topics: Call Center Software

What is an Outbound Dialer?

Posted by Ahmed Macklai on Aug 8, 2019 7:30:00 AM

How many calls do your call center agents make per day? If your center is like many, the number would be staggering to anyone outside the customer service or sales industries. However, it’s just part of everyday operations at your center - and that may be part of what’s wrong with your facility’s productivity.

You see, if you don’t have an automated outbound dialer in place, your agents are making all of those many calls by hand. Every contact they reach out to must be chosen from a list, their number identified, and then manually dialed. This may only take a minute or so for each contact. But with dozens or even hundreds of calls being made by each agent every hour, those minutes quickly add up. That lost time is lost productivity and profitability for your center.

Here, we’ll look at how using an outbound dialer in your contact center can mean the difference in marginal profit and booming business for your company - and how to get your hands on the best in the industry.

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Topics: Call Center Software

Staying on Top of Agents with a Call Monitoring System

Posted by Ahmed Macklai on Aug 6, 2019 7:30:00 AM

Have you ever wished you could hold your contact center agents’ hands throughout their days and guide them through their calls and daily operations to improve their performance? Just imagine how much more could get done and how much better things would be! With today’s technology - like the call monitoring system and other advancements - that kind of guidance isn’t a dream. It’s a reality that many contact center management teams are using to create better, more productive teams and happier customers.

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Topics: Call Center Software, Call Center Management

Better Agent Utilization with Remote Call Center Software

Posted by Ahmed Macklai on Jul 16, 2019 7:30:00 AM

How you make use of your time in a contact center is a major factor in productivity. For management, this means making the best use of not only their own time on the clock, but of how agents are utilized.

One way to drastically improve agent utilization for your center is by using remote call center software. This technology allows you to have agents working from off-site locations when they are most needed, while allowing you to scale back staffing and costs when necessary. Both productivity and efficiency are dramatically impacted - all without major changes to your everyday operations.

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Topics: Call Center Software

Working with Predictive Dialer Software with Analytics

Posted by Ahmed Macklai on Jul 11, 2019 7:30:00 AM

In an outbound calling center, time is money. Every call your agents make is one more potential connection and one more possible sale. Every call that can’t be made because of a lack of time is one more loss to your business. So, how can you maximize what is getting done in your center and minimize lost time and productivity?

Here, we’ll introduce you to some techniques and technology that will help you make calls faster and create connections more effectively - all without making major changes to your work days!

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Topics: Call Center Software, Predictive Dialer

The Difference Between a Warm Transfer vs a Cold Transfer

Posted by Ahmed Macklai on Jul 4, 2019 7:30:00 AM

Transfers are almost unavoidable in the contact center setting. While there are many ways to minimize transfers and keep your staff on the line until they complete their calls and resolve consumer concerns or answer questions, there will always be reasons for transfers. Whether it’s a situation that becomes beyond the extent of an agent’s knowledge or experience or one that requires specific assistance, the causes vary - but some facts are universal.

People don’t like being transferred, especially multiple times. When it comes to being transferred, there are definitely preferences among many regarding the warm transfer vs cold transfer.

Which do your consumers prefer? Which is best for your agents and for your contact center overall? Here, we’ll advise you on how to best handle transfers and how to both minimize their use and maximize their impact when necessary.

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Topics: Call Center Software, Call Center Operations

Your Guide to Picking the Best Outbound Predictive Dialer

Posted by Ahmed Macklai on Jun 20, 2019 7:30:00 AM

For contact centers that are in the field of outbound sales, it makes sense to employ an outbound predictive dialer. They make work easier, faster, and more efficient for agents and more profitable for business - a real win-win situation for your company. However, choosing the right software can be tricky.

At ChaseData, we want you to feel confident when you invest in technology for your business. Here, we’ll examine some key ways to know you’re getting the best outbound predictive dialer for your call center’s needs - and where to find it!

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Topics: Call Center Software, Call Center Management

What to Look for in Call Center Outsourcing Vendors

Posted by Ahmed Macklai on Jun 13, 2019 7:30:00 AM

It’s easy to say you need to partner with another agency for your call center needs, but how do you choose which one? Here, we’ll help you decide - and give you some guidance on finding the right outsourced provider!

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Topics: Call Center Software, Call Center Operations

Uses of Automatic Call Distribution Software in Call Centers

Posted by Ahmed Macklai on Jun 11, 2019 7:30:00 AM

Improving your contact center is a job that never ends. The best facilities are those that never stop improving - but what can be done to increase efficiency and enhance productivity when you’re already training an excellent staff and providing great service? This is when turning to technology may be the best approach for perpetual improvement - and when it might be time to think about introducing automatic call distribution software to the mix at your center.

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Topics: Call Center Software, Call Center Management, Call Center Operations

  • 4 Ways Artificial Intelligence Can Make Call Centers Smarter

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