Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

SharpenCX

MAY 31, 2023

In the evolving world of customer service, contact centers play a vital role in ensuring customer satisfaction. However, call center agent retention continues to be a challenge for many organizations. Provide Continuous Feedback and Coaching: Regular feedback and coaching sessions are vital for agent growth and improvement.

Call Center 76

Call Center Construction Coaching Morale 76

TechSee

AUGUST 14, 2023

Follow on LinkedIn Bob Thompson, Founder and CEO at CustomerThink Bob is the CEO of CustomerThink, a research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com , the world’s largest community dedicated to customer-centric business.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Customer Service Life

OCTOBER 13, 2020

I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great and the team has been receptive to the coaching. This exercise reminded me of the time when we started this blog back in 2012. Image by Daniel Reche from Pixabay. History lesson.

Accountability 182

Accountability Customer Service Coaching Contact Center 182

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Excellent customer experience is a must and should never be overlooked. If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. CX matters!

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

Call Experts

APRIL 8, 2024

Have you ever wondered what is it like for the call center agent answering my phone when I partner with Call Experts? In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 52

Contact Center Self service Analytics Banking 52

Fonolo

DECEMBER 6, 2022

When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. He’s right! Are your sales dropping?

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

3CLogic

FEBRUARY 28, 2024

Strategies not centering around AI and automation are quickly neglected by executive leaders. While there’s an extensive list of benefits as it pertains to GenAI, this blog will cover only one of the simpler and yet impactful use cases for GenAI — auto-call summarizations. The impact?

Contact Center 59

Contact Center Average Handle Time APIs Customer centricity 59

Expivia

MAY 15, 2021

Call center coaching is just like coaching a little league team. A talented kid will master swinging the bat on their own, but a coach can help them perfect the move. It’s the same with a call center. However, they need that extra coaching to truly become incredible agents.

Coaching 98

Coaching Call Center Average Handle Time Feedback 98

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. Missed sales quotas can be a source of chagrin for managers. But statistics show that with sales coaching, sales teams are able to attain 91% attainment of sales quota.

Coaching 86

Coaching Sales Scripts Construction 86

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

NobelBiz

JUNE 19, 2023

The modern world is centered on the concept of immediacy and the ability to obtain information instantly. By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment. What is Real-Time Monitoring?

Call Center 52

Call Center Coaching Contact Center Metrics 52

CX Global Media

JULY 17, 2018

How would you describe your contact center supervisors? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. In many circles, the thought of coaching is about supervisors coaching agents.

Contact Center 179

Contact Center Coaching Construction Call Center 179

CX Global Media

NOVEMBER 19, 2018

Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations. few rated as exceptional contact center leaders are embracing the change.

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition. Look no further!

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Global Response

MAY 15, 2023

What do call center quality and your car have in common? Call center quality is often handled similarly—pushed to the backburner until there’s a glaring issue or a flashing red light indicating a major problem. What KPIs and metrics are most important for your call center?

Call Center 62

Call Center Scripts Coaching outsourcing 62

Customer Service Life

OCTOBER 28, 2023

Image by Gerd Altmann from Pixabay Early in my career as a contact center manager, I did many things that make me cringe nowadays. One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” Can we please end this call now?”

Contact Center 104

Contact Center Average Handle Time Surveys Customer Support 104

SharpenCX

FEBRUARY 18, 2020

Between meetings with other managers and department heads, you barely have time to answer all the mentions on Slack. But, as a contact center manager, the stakes of your own role are high. Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook.

Call Center 84

Call Center Coaching Management Contact Center 84

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Cisco - Contact Center

SEPTEMBER 17, 2020

Last month I shared some exciting new capabilities with Webex Contact Center, our award-winning contact center as a service (CCaaS) for small and large contact centers. American management consulting firm McKinsey, concluded that “A company’s competitive edge lies in seeing the world through the customer’s eyes.”

contact center solutions 116

contact center solutions Contact Center Surveys Enterprise 116

BlueOcean

MARCH 31, 2022

If you’ve been a reader of Blue Ocean’s blog for any length of time, you probably know we love sports and particularly baseball. Let’s look at what sports can teach us about consistency in achieving contact center service levels—and how to adapt to even the most unexpected outcomes. Practice Makes (Almost) Perfect.

Contact Center 118

Contact Center contact center workforce Service level Coaching 118

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. CCaaS is the acronym for Contact Center as a Service. That led to the exploration of the idea of having agents access the contact center software through the Internet.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

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.

Call Center 62

Call Center Management outsourcing Coaching 62

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. Be it as part of a query, on a call, buried in the CRM system, or posted to social media or online groups/forums. Watch for our next blog on October 22nd: Key Learnings from our Webinar with Kate Legget of Forrester.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

JustCall

FEBRUARY 3, 2021

Call center managers are the ringmasters of all operations in a call center. Likewise, sales and customer support managers supervise corresponding agents. In this blog, managers will learn how to turn their agents into seasoned experts at handling customers and prospects with call monitoring.

Analytics 98

Analytics Interactive Voice Response call center software Call Center 98

NobelBiz

MARCH 19, 2024

Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Table of Contents What is a Call Center Dashboard?

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Expivia

MAY 28, 2021

One of the most important aspects of a successful call center is the leadership team. Good managers and supervisors are the best at guiding and motivating agents. And call center management training is how you can ensure that your leadership team is up for the task. Good Managers Aren’t Born.

Call Center 98

Call Center Management Coaching Education 98

Blueship Call Center

OCTOBER 9, 2023

Top call center outsourcing companies provide exceptional customer service, it’s reasonable to anticipate sales growth of 20% or more of overall business revenue. Enhance customer service in top call center outsourcing companies Your company’s front line is made up of your customer service staff.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! will have extended Teams to their contact center for voice and 31.1% Video enablement: either use internally to manage remote agents, or externally for communications with customers. say video is vital for managing remote employees. Video Enabled Contact Centers – The Benefits.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Talkdesk

MAY 11, 2020

This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI Talking about performance It’s a blessing and a curse that the show must go on in contact centers right now. What should be avoided?

Coaching 88

Coaching Contact Center Morale Analytics 88

JustCall

APRIL 4, 2023

One of the most important aspects of this is an inbound call center, where customers reach out for information, support, or to make a purchase. However, a call center is only as effective as its sales techniques and training. So, let’s dive in and learn how to turn every call into a successful sale!

Call Center 52

Call Center Sales Inbound sales Upselling 52

Call Experts

OCTOBER 19, 2023

Behind the Scenes: A Day in The Life of a Call Center Agent Have you ever wondered what is it like for the call center agent answreing my phone when I partner with Call Experts? Performance Metrics in the Call Center Call center operations rely heavily on performance metrics to evaluate and improve efficiency.

Call Center 59

Call Center Average Handle Time Coaching Metrics 59

Global Response

AUGUST 7, 2023

There’s a lot of discussion about employee empowerment today, but call center agents are a unique type of employee with unique roles and needs. So, how do you create empowered call center agents who can deliver great service day-in and day-out? Provide the right call center agent training and development opportunities.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. It’s our thing. So, of course, we’re biased.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Global Response

MAY 22, 2023

If you currently use inbound or outbound call center services and are looking for ways to: expand your services improve service levels increase efficiency develop more flexible and scalable models support business growth …then a blended call center might be a better fit for your business.

Call Center 62

Call Center outsourcing Benchmark Metrics 62