Call Center Software Tips for the Best At-Home Agents
TCN
MAY 21, 2021
Before we get too far into our call center tips for at-home agents, I’d first. The post Call Center Software Tips for the Best At-Home Agents appeared first on TCN.
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3 Types of Call Center Environments Post-COVID
Fonolo
AUGUST 26, 2021
Last year, COVID-19 shifted many call center environments to new models. Nation-wide lockdowns forced many call center companies to either shut down or adapt to a work-from-home model. Call centers provide a vital service to customers worldwide. Physical call center environments.
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Call Center Motivation: How to Inspire Your Agents
Fonolo
OCTOBER 26, 2022
When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? To get a real sense of how things are going, don’t just look at your customers; look at your agents. Call center managers and leaders have some of the hardest jobs when it comes to agent engagement.
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8 Tips to Reduce Contact Center Costs
Fonolo
MAY 4, 2021
Many call center overseers are now realizing that they are technologically behind their more channel-savvy competitors. Budget-conscious center managers are struggling to up their CX game while managing the cost of upgrading their operations. The ROI of Call-Backs for Your Call Center. The result?
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8 Tips for the Ideal Call Center Environment
Fonolo
AUGUST 24, 2021
Employees, especially call center agents, spend a significant portion of their lives at work. Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work. How to Foster Agent Engagement in a Hybrid Contact Center. Agent morale.
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The Ultimate Guide to Call Center Training
Fonolo
JANUARY 31, 2023
Call center training has always been one of the key pillars of running a successful call center. As the industry advances, so do the methods we use to ensure our workforce is performing at its best. A strong call center training program should not just be part of your onboarding process.
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5 Virtual Call Center Management Tips That Work
Fonolo
MARCH 3, 2022
Call center management requires high levels of attention, coordination, and strategy, especially as remote work environments become more and more of a reality. . It is clear that completely outsourced, work-from-home, and hybrid models are all common call center scenarios these days. . Metrics and data analysis.
10 effective tips for training WFH contact center agents
Talkdesk
MAY 12, 2020
Customer expectations for service are rapidly evolving, so training a team of at-home agents to align with these expectations can bring tangible benefits to any company. Save valuable time, money and effort by investing in agile tools that prepare contact center agents to meet the increasing expectations of your customers.
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5 Great Call Center Agent Retention Strategies
Fonolo
MARCH 14, 2023
We’ve all heard about the human touch and how important it is in the CX and call center spaces. Skilled agents are key to delivering a great customer experience, and agent retention is vital to a healthy contact center. Why do call centers struggle with retaining their agents?
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21 Call Center Managers Share Their Favorite Call Center Leadership Activities
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.
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5 Tips for Managing Remote or Virtual Contact Center Teams
Fonolo
MARCH 30, 2020
Managing a contact center team is a challenge at the best of times. If your contact center hasn’t been driven remote by the pandemic, it will likely feel the impact soon — so prepare to go remote now. Managing Remote Contact Center Agents. Here are 5 tips on managing your virtual call center team.
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Choosing the Right Contact Center for Your Business: Key Factors to Consider
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.
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3 Call Center Quality Monitoring Best Practices
Fonolo
JULY 5, 2022
.” That first sentence is a home run for call center quality monitoring. Your first step to meeting them is through call center quality monitoring. But how do you monitor and analyze a call center that receives thousands of daily calls? How do you keep track of so many agent interactions?
Choosing the Right Contact Center for Your Business: Key Factors to Consider
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.
How to Manage and Inspire Call Center Agents Working From Home
JustCall
DECEMBER 1, 2022
Several people still prefer working from home as it helps them maintain balance and reduce stress. Remote call center employees feel they can be more flexible, productive, and satisfied while working from home. Work from home call centers must deal very cautiously with employees who prefer to work from home.
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Caring for a Call Center Team while Working from Home: Tips to Share with your Agents to Maintain a Mentally Healthy and Productive Staff
SharpenCX
MARCH 31, 2020
take my lunch at noon, home by 5:30 p.m., Download Now: Future-proof your contact center with 7 projects for CX success. Productivity When Working From Home. More than anything, one of the greatest challenges to working from home is maintaining the same level of productivity. I’m a creature of routine.
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5 Strategies to Improve Your Contact Center Management Software
NobelBiz
MAY 12, 2022
Contact center solutions just might very well help the businesses that use them to survive way past the COVID-19 era. Prior to the pandemic, the contact center market itself was projected to increase at a compound annual growth rate of 9% until the year 2024. Its estimated market value was forecasted to reach $5.99
4 Key Contributors to Call Center Absenteeism and How to Address Them
Fonolo
OCTOBER 25, 2022
Call centers need all their parts in order to run smoothly. Absenteeism, otherwise known as absence rate, is arguably one of the most overlooked call center metrics. This percentage figure reveals the amount of unapproved or unplanned time agents spend away from their work. First call resolution (FCR).
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How Do You Make Customers Feel Important?
aircall
JANUARY 24, 2022
It’s a mistake to view your customer support team as a cost center. When you make your customers feel important, your customer service team becomes a growth center that drives your revenue up continually. Without customers who make purchases, refer friends, and keep coming back for more, it’s very hard to grow a business.
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How to Reduce Customer Complaints in the Contact Center
Fonolo
MARCH 9, 2023
CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. Here are some of the most common customer complaints in contact centers. If you guessed there are more complaints than ever, you’re right.
8 Tips to Prepare Your Holiday Contact Center Agents
Calltools
OCTOBER 19, 2022
The holiday season — less than seven weeks away now — is almost always the busiest time of the year for contact centers. Call volume was up 41% in the five days from Thanksgiving to Cyber Monday last year as customers flooded phone lines with inquiries, requests, and complaints. Follow these nine holiday contact center tips!
How to Support and Engage Your Remote Call Center Team
Fonolo
APRIL 27, 2020
Now, more than ever, your call center agents need your support. Some of the best advice we’ve read has come from the folks at TaxJar , who suggest, “ Treating the temporary remote work situation less like a field trip and more like what it truly is – the future of work.”
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How to Give Work from Home Call Center Agents the Support and Resources they Need to Keep Your Business Functioning at Its Best
SharpenCX
MARCH 18, 2020
Remote workers cite flexible schedules, the ability to work from anywhere, no commute, and the ability to spend more time with family as top benefits of working from home. When your agents aren’t hardwired to their desks and the world calls for flexibility, you can bend. Here are four tips on managing a remote workforce.
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How to Reduce Customer Frustration with Seamless Transfers
JustCall
OCTOBER 16, 2023
“I need to transfer this call to assist you better. Can I please place your call on hold?” In fact, two out of ten customers are hit with this script (or any of its variations) before their call is transferred. Unable to resolve the issue, they will resort to transferring the call to their supervisor or to a peer.
UJET Tips for Work From Home Remote Agents
UJET
MARCH 24, 2020
As companies begin work from home and remote work policies, we’ve seen questions about how employees can be as productive at home. For agents transitioning from on-premises support to a remote-based environment, here are our tips to be successful as a work from home employee experience. UJET’s IT Best Practices.
We Asked Our African BPO Partners: How to Foster a Strong Outsourcing Relationship
Outsource Consultants
JUNE 21, 2023
Whether for customer service, technical support, or data entry, outsourced call centers can provide significant cost savings and access to a pool of talented workers. African call centers, particularly those in South Africa and Kenya , are some of the fastest-growing BPO providers. This is what they had to say.
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How Your Call Center Can Overcome Agent Burnout
Fonolo
JULY 13, 2021
Do your contact center agents seem tired, irritable, or emotional? However, customer support workers are at a particularly high risk of burnout, and that risk is even higher for call centers. How to Foster Agent Engagement in a Hybrid Contact Center. What causes call center burnout?
UJET Tips for Work From Home Remote Agents
UJET
MARCH 24, 2020
As companies begin work from home and remote work policies, we’ve seen questions about how employees can be as productive at home. For agents transitioning from on-premises support to a remote-based environment, here are our tips to be successful as a work from home employee experience. UJET’s IT Best Practices.
9 Effective Ways to Handle Call Spikes in a Crisis
Fonolo
APRIL 20, 2020
At the risk of blowing our own trumpet, we’ve been hammering on about the necessity of preparing to handle call spikes for years now. No matter what you do as a contact center manager, there’s always going to be something you didn’t prepare for. How to Manage Call Spikes in a Crisis. Keep agent morale high.
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Hybrid Work in Contact Center: How to Get Started, Pros & Cons, and Infrastructure Strategies
JustCall
MARCH 7, 2023
The hybrid work model in contact centers is a mix of on-premises and remote work. The on-premise workers are located at the same facility as the contact center, while the remote workers are located outside the facility, usually at or other locations scattered throughout the globe. There are several advantages to the hybrid work model.
Prepping your Team for Unique and Complicated Workplace Scenarios: How to Orchestrate a Call Center Business Continuity Plan
SharpenCX
MARCH 17, 2020
These are the times where a call center business continuity plan enters the picture. These are the times where a call center business continuity plan enters the picture. You’re the advocate for your agents and customers as you move your call center to remote work. What’s a business continuity plan ?
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A Message From Our CEO
SharpenCX
MARCH 16, 2020
As you continue to find your way in these disruptive times, we wanted to let you know that we’re here to ensure you have the tools to run a successful virtual contact center. Many of our customers have been using it to support work-at-home (WAH) agents for years. They’re available to answer all your questions.
9 Contact Center Best Practices for 2020 (and Actionable Tips)
Serenova
MAY 29, 2020
Surviving the first months of COVID-19 required a swift operational reboot that began with a major work-from-home (WFH) transition. The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. Contact Center Best Practices for 2020.
If we can see it, we can fix it: How vision is expanding the roles of customer service staff
TechSee
JANUARY 18, 2021
There’s a new trend in customer service: the borders between technicians and agents are becoming blurred, with each one taking on aspects of the others’ traditional roles. Technicians normally found in the field are now stationed in a back office or working from home, guiding customers remotely as a traditional agent.
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9 Contact Center Best Practices for 2020 (and Actionable Tips)
Serenova
MAY 29, 2020
For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. Every time.
How to Start a Virtual Call Center: 5 Top Tips
Babelforce
MAY 12, 2021
What’s not to like about virtual call centers? They’re cheap to set up, let you scale quickly, and agents love them. And best of all – opening one is surprisingly easy to do. Here’s all you need to know about how to start a virtual call center. What is a Virtual Call Center?
Tackling the Challenges of Managing Remote Work: 4 Work from Home Best Practice Tips to Guide your Remote Team to Success
SharpenCX
APRIL 21, 2020
Most of us have been working from home for over a month, some longer. A woman, accidentally unmuted, talking to her cat during a large conference call. Unsuspecting family members walking into the background of video calls without appropriate attire. 4 Best Practices for Managing your Remote Team. That’s tricky enough.
Remote Control: Managing Work at Home Contact Center Agents
Monet Software
APRIL 24, 2020
How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. No longer is the company limited to the talent pool surrounding the contact center.
Is the Contact Center a Good Career? Tenured Agents Say Yes
Balto
FEBRUARY 6, 2023
With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. There’s plenty of room for advancement: 68% of tenured agents were actively working towards a promotion and 84.7%
Contact Center Trends 2021: The CX Watershed
Fonolo
NOVEMBER 17, 2020
After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.
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Finding Greater Success as a Leader in your Call Center: 5 Soft Skills Every Manager Needs to Get a Leg Up on the Competition
SharpenCX
FEBRUARY 4, 2020
I’m working daily with software, engineers, and clients to problem solve and work through bugs in code. (Ok, Download Now: Master your manager skill set with 29 tactics and strategies to better coach agents. An accountant needs to know how to reconcile bank statements, while a software developer doesn’t. Ok, let me backup.
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Reduce Your Call Center Costs While Improving CX
Outsource Consultants
JUNE 22, 2020
Want to know what your call center has in common with all the others? . Optimize your call center costs to deploy seamless customer experiences. . In this blog, we’ll cover tips for cost-effective strategies that will bolster your customer experience. Call Center Technology That Reduces Agent Burden.
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How Helpful Contact Center Software is for the Healthcare Sector in the Time of Covid-19 Pandemic?
Hodusoft
SEPTEMBER 30, 2021
Benefits of Contact Center Software for Healthcare Industry. Healthcare was among the first to bear the brunt, with the sudden spike in call volumes. The demand for contact center software shot up considerably. Post-Covid Reality: Healthcare contact and call center software.
Call Center Agent Hiring: How to Find the Best Call Center Agents
aircall
FEBRUARY 5, 2021
The quality of your customers’ experience depends largely on the quality of your call center agent hiring. For that reason, it’s essential to be clear about the purpose of your call center. Your call center may focus primarily on sales, customer support, or a combination of both.
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