JustCall

JULY 29, 2021

It involves a continuous practice of coaching sales teams. In fact, sales coaching plays a role in raising a high-performing team of sales reps. But statistics show that with sales coaching, sales teams are able to attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 86

Coaching Sales Scripts Construction 86

Global Response

MAY 1, 2023

Is workforce management really necessary for call centers? The short answer is yes, but if you’re currently swimming in a sea of workforce management softwares, or looking for ways to make your call center processes more efficient, it might seem overwhelming. But first, what exactly is workforce management (WFM)?

Call Center 62

Call Center Management outsourcing Coaching 62

Beyond Philosophy

APRIL 15, 2019

We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. She helps leaders and teams make subtle shifts to create breakthrough success for customers.

Customer Service 288

Customer Service Airlines Best practices Consulting 288

OctopusTech

MARCH 1, 2023

Most companies will set up or adopt a call center to field customer service requests and complaints. These call centers organize phone support queues and equally distribute calls to reps on the service team. What Are Inbound Calls?

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

JustCall

MARCH 7, 2023

And the only way to succeed is through an effective contact center management system. This blog will look at the tips and best practices for contact center management. Follow them to optimize your contact center operation and ensure smooth customer service. What is Contact Center Management?

Contact Center 52

Contact Center Management Interactive Voice Response Average Handle Time 52

JustCall

JULY 28, 2021

Well, this is exactly why you need a sales management strategy for your business. Or, even if you're stagnating in your sales revenue generation process, you need to start working on your sales management strategy. Sales Management Strategy. There's a lot to keep up with, isn't it? What is Sales Management? These are: 1.

Best practices 52

Best practices Sales Management Coaching 52

JustCall

MAY 12, 2021

In fact, a study conducted by G2 suggests that " 84% of sales reps achieve their quotas when their employer incorporates a best-in-class sales enablement strategy. ". In this blog, you will learn exactly which sales enablement tools, resources, and practices you need to follow. Building a Sales Enablement Strategy.

Sales 52

Sales call center software Scripts call center solutions 52

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Experience on the Frontline.

Contact Center 52

Contact Center Morale Coaching Technology 52

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Below we look into some of the things call center managers must do every day to be successful, along with tips on how to execute them.

Call Center 126

Call Center Management Contact Center Coaching 126

Callminer

APRIL 23, 2019

PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). These phone calls are often kept for many reasons, including: Protection against liability. To train and evaluate call center staff. To ensure the quality of customer service.

Best practices 159

Best practices Call Center Banking Contact Center 159

JustCall

AUGUST 8, 2023

They tackle daily tasks and attend 1000 meetings a day. They may write blogs during their downtime (if they’re lucky). As you can imagine, this frees up valuable time, which you can use to build meaningful relationships with clients or come up with innovative strategies to stay ahead of the curve.

Sales 52

Sales Marketing Call Center Accountability 52

Etech GS

APRIL 30, 2019

It should come as no surprise that negative customer experience with a company’s contact center poses a huge threat to the consumer’s loyalty to that product or brand. They’ve eschewed the typical game plan of emphasizing the importance of low call times by instead focusing on the opposite: high call times.

Contact Center 71

Contact Center Coaching Healthcare Feedback 71

JustCall

DECEMBER 10, 2020

The quick resolution power of agents comes from experience, that begins with effective call center training. Man­agers supervising a call cen­ter or a contact center know that their agents require regular call center train­ings. Why call center training of agents? Delivers quality service.

Best practices 52

Best practices Call Center Sales Average Handle Time 52

Call Experts

JUNE 5, 2019

People working in a managerial capacity must make time daily to compliment employees and recognize their achievements. If they are having trouble handling their work, provide additional assistance, continued education, and career coaching to improve their skills. More Blogs Menu. Take Pride. Work-life Balance.

Customer Experience 60

Customer Experience outsourcing Call Center Answering services 60

Call Experts

NOVEMBER 20, 2018

The truth is that small improvement with a positive direction can lead a company on the path of success. It then becomes difficult to focus on new strategies and self-reflection. With consistent maximization and optimization, a focused team can quickly improve and adapt a business model for success. Reprogram the mind.

outsourcing 53

outsourcing Call Center Answering services Benchmark 53

aircall

SEPTEMBER 26, 2022

Sales analytics software injects an evidence-based strategy back into sales management. But what if you could unlock critical information that provides data-driven strategies to equip you and your team to better internalize and apply business-specific knowledge? Prescriptive analytics focus on actionable steps and strategies. .

Analytics 48

Analytics Sales Metrics CRM 48

TLC Associates

DECEMBER 10, 2019

Your customer service strategy is a pivotal starting point. Whether you’re handling customer service in-house or working with an outsourced contact center , there are specific best practices that can help improve your Net Promoter Score in a measurable way. What could your business do to improve NPS by one point?

Customer Service 40

Customer Service Coaching outsourcing Feedback 40

aircall

MARCH 7, 2017

One of the most important yet overlooked aspects of a call center agent’s duties is after call work. After call work is a common pain point for call centers, since, if neglected, it can negatively affect agent efficiency, customer satisfaction, and your call center’s overall level of service.

call center software 76

call center software Call Center Coaching CRM 76

Vistio

JUNE 10, 2022

Do I have your permission to record this call for quality assurance? . I’ve been in the contact center consulting space for almost my entire career, which is now, I hate to say it, about 30 years. Further Reading: The Key to Contact Center Success in 2022: Focus on Process. Absolutely. . Really looking forward to this.

Consulting 52

Consulting Consulting Best practices outsourcing 52

JustCall

MARCH 21, 2022

This blog looks at how sales training should be approached by breaking it down into a clear 4-week timeline and how to structure your training into modules that can make it more effective. What CRM are you using, are you using any Sales Intelligence or Sales Calling platforms? It’s about being trained to leverage them right.

Sales 52

Sales Coaching Scripts CRM 52

Mindtouch

AUGUST 11, 2017

Knowledge-Centered Service (KCS ® ) is a Knowledge Management methodology that seeks to “integrate the creation and maintenance of knowledge into the process of interaction.” Knowledge that was once word-of-mouth will become shareable, improvable, and measurable. That’s a lot of wasted time and money. KCS Requires a Cultural Shift.

Average Handle Time 84

Average Handle Time Coaching Education Self service 84

TLC Associates

SEPTEMBER 11, 2019

Yet before anyone decides to work with an outsourced contact center , I recommend they compare outsourcing against insourcing to determine the right fit for their business and their goals. By asking these questions about your business, you’ll simplify your decision and improve your ability to choose the right contact center.

outsourcing 40

outsourcing Contact Center Abandon rate Interactive Voice Response 40

aircall

MARCH 7, 2017

One of the most important yet overlooked aspects of a call center agent’s duties is after call work. After call work is a common pain point for call centers, since, if neglected, it can negatively affect agent efficiency, customer satisfaction, and your call center’s overall level of service.

call center software 48

call center software Call Center Coaching CRM 48

TLC Associates

JUNE 20, 2019

On the other hand, if you prepare your holiday season customer service strategy along the following guidelines, your brand will excel at providing remarkable experiences. . For starters, your business needs to anticipate 2019 seasonal ticket volumes and scale up your workforce to maintain first call resolution.

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

Morale 90

Morale Contact Center Quality management Coaching 90

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Fonolo

FEBRUARY 11, 2021

It’s easy to get complacent in the call center, taking customer queries one after the other. The Executive Guide to Improving Call Center Metrics. The good news is, we’ve done the heavy lifting and rounded up the best strategies to implement in your call center. cx #cctr… Click To Tweet.

Call Center 141

Call Center Abandon rate Coaching First call resolution 141

SharpenCX

JANUARY 23, 2020

Contact center managers struggle to coach for better performance. In a sea of numbers spread across 13 different screens, how do you know what levers to pull to make real changes in your contact center? Download Now: How to build customer experience strategies using the data you already have in your contact center.

Coaching 98

Coaching Contact Center Benchmark Management 98

JustCall

NOVEMBER 16, 2022

The Relevance Of Call Center eLearning Modules And Programs. Online training is the much-needed and most impactful method of eLearning call center training based on educational statistics, attractive infographics, and accumulated perceptions. Let us learn how important eLearning call center training is today!

Call Center 52

Call Center Consulting Consulting Education 52

JustCall

APRIL 3, 2023

Despite the growth of several modern tools to make this process more efficient, cold calling remains integral to any enterprise sales strategy. About 82% of buyers mentioned they’ve accepted sales meetings after the contact reached out via cold call, and 57% of B2B C-level executives still prefer to be contacted by phone.

Interactive Voice Response 52

Interactive Voice Response CRM B2B B2C 52

Tenfold - Contact Center Blog

JULY 12, 2018

A contact center agent deals with stress on a daily basis, and it can get pretty taxing. But a contact center manager is no exception. Here are eight strategies to help in your journey to contact center management success. Just winging it in the contact center arena almost always leads to failure.

Contact Center 66

Contact Center Management Coaching Call Center 66

ProProfs Blog

DECEMBER 12, 2019

” – Michael Shevack, Executive Coach. .” ” – Michael Shevack, Executive Coach. Every business aims to be customer-centric now. Only a company that makes its customers’ prime focus can stand out from the crowd and gain recognition. Here are 150+ customer service quotes that’ll give you insight into a customer’s mind.

Customer Experience 120

Customer Experience Customer Service Advertising Customer retention 120

Tenfold - Contact Center Blog

JULY 9, 2018

Being in the frontlines, they brave through the challenges that come with delivering great customer experience on a daily basis. How does a contact center know it’s consistently delivering high quality service? Here’s a list of the most crucial metrics that inbound call center must measure. First Contact Resolution.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

aircall

OCTOBER 18, 2016

Call center quality assurance is a process which ensures that your results in terms of customer service match your desired outcome. Any call center aspiring to provide exemplary customer service must closely monitor performance to gain meaningful insights. Setting clear goals for call center quality assurance.

Best practices 48

Best practices Call Center Customer Service Scripts 48

Noble Systems

FEBRUARY 4, 2019

One solution that has gained popularity in recent years for its ability to provide continuous feedback to employees, particularly those in contact centers, is gamification. Employees like feedback – formal and informal, personalized, meaningful feedback that will help them become more successful at their job.

Gamification 62

Gamification Feedback Morale Employee engagement 62

Noble Systems

FEBRUARY 4, 2019

One solution that has gained popularity in recent years for its ability to provide continuous feedback to employees, particularly those in contact centers, is gamification. Employees like feedback – formal and informal, personalized, meaningful feedback that will help them become more successful at their job.

Gamification 47

Gamification Feedback Morale Employee engagement 47

CrazyCall

MAY 20, 2019

New best practices, strategies, techniques, and approaches spring up like mushrooms and it’s hard to keep track of them. Once you understand the problems of your prospects, your sales will improve drastically. Sometimes, we all need a little advice that will help us make the next decision. Especially when you’re working in sales.

Sales 123

Sales Coaching Scripts Education 123