Call Design

SEPTEMBER 2, 2021

If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.” You could consider allowing the agents to earn credits when they sign up for voluntary overtime or voluntary time off. Dan Smitley.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

Maru Group

DECEMBER 2, 2020

A study by Mastercard found contactless transactions grew 3x as fast as non-contactless transactions in the grocery and drugstore categories between February and March 2020. We capture consumer sentiment, behavioral data like monthly spend, demographic and banking profiles on a quarterly basis.

Banking 52

Banking Advertising Education Technology 52

Fonolo

MARCH 4, 2020

It doesn’t matter if you’re selling nuts and bolts, or you’re in the HR space, or in banking where I grew professionally — to me it’s about driving that customer experience to be better than anyone else and continually asking yourself how to exceed expectations.”. Handpicked content for you: Top Customer Service Conferences in 2020.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Fonolo

FEBRUARY 20, 2020

It doesn’t matter if you’re selling nuts and bolts, or you’re in the HR space, or in banking where I grew professionally — to me it’s about driving that customer experience to be better than anyone else and continually asking yourself how to exceed expectations.”. Handpicked related content: 25+ Top Customer Service Conferences 2020.

Customer Service 67

Customer Service Metrics Call Center Banking 67

SharpenCX

FEBRUARY 4, 2020

An accountant needs to know how to reconcile bank statements, while a software developer doesn’t. These are skills like time management and organization, oral and written communication skills, or the willingness to collaborate. Time Management. Your list of call center manager responsibilities is long.

Call Center 84

Call Center Management Coaching Contact Center 84

Callminer

JANUARY 18, 2021

To learn how CallMiner is helping African Bank better extract and operationalise insights from voice-based customer interactions in its call centres, watch to our Tech Central podcast, How CallMiner is Helping African Bank Retain and Grow its Client Base. . Let your operations team handle real-time management.

Best practices 226

Best practices Call Center Contact Center Scripts 226