Calltools

MAY 3, 2023

5 Tips to Enhance Agents’ Experience Your contact center agents’ experience is just as important as your customers’ experience. From there, call center managers can identify overarching areas for improvement, agents who need training, agents who deserve rewards, and more.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

SharpenCX

AUGUST 18, 2020

We’re walking through nine non-negotiable features your omnichannel software needs, so you can deliver for your customers. Not only that but, contact center leaders say the lack of an integrated agent desktop is their leading productivity challenge. In-line coaching and training. A simplified interface.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

We’re walking through nine non-negotiable features your omnichannel software needs, so you can deliver for your customers. Not only that but, contact center leaders say the lack of an integrated agent desktop is their leading productivity challenge. In-line coaching and training. A simplified interface.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

SEPTEMBER 20, 2018

Your agents quit their jobs when they don’t get the coaching they need. The post 10 Contact Center Coaching Methods that Work appeared first on Sharpen Contact Center Software.

Coaching 64

Coaching Contact Center Contact center software Management 64

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

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

Callminer

NOVEMBER 18, 2020

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Playvox

APRIL 25, 2023

How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Make A Plan Despite the ongoing debate on the benefits and drawbacks of in-person, hybrid, and remote work, recent data and predictions support remote and hybrid work in a contact center. Engagement.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

SharpenCX

SEPTEMBER 4, 2018

The post Top 20 Quotes for Coaching Inspiration appeared first on Sharpen Contact Center Software. Sometimes we only need a cup of coffee or a quick break to read our favorite blogs to get our head back.

Coaching 112

Coaching Contact center software Contact Center 112

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 resulted in the innovation of cloud-based contact center software.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

SharpenCX

JUNE 29, 2018

The single most important thing you can do as a contact center manager is coach your team. The post Contact Center Coaching Best Practices for Beginners appeared first on Sharpen Contact Center Software. And, it creates a culture of trust company-wide.

Best practices 52

Best practices Coaching Contact Center Contact center software 52

SharpenCX

SEPTEMBER 5, 2018

The post 7 Contact Center Coaching Tips to Personalize Your Agent Experience appeared first on Sharpen Contact Center Software. That means people spend 37 percent of their five-day week at work. In that time, your agents could hike the Inca Trail and have some extra time to explore the.

Coaching 59

Coaching Contact Center Personalization Contact center software 59

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. That in itself makes a strong case for keeping your contact center quality management budget intact, but the effects of a strong program go far beyond revenue. of their revenue due to bad experiences.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

SharpenCX

AUGUST 29, 2018

The post The Good, the Bad, and the Ugly of Contact Center Coaching appeared first on Sharpen Contact Center Software. Most days, it’s too long and unmanageable, so bottom-of-the-list priorities shift from one day to the next, to [.].

Coaching 59

Coaching Contact Center Contact center software 59

SharpenCX

AUGUST 10, 2018

and your contact center is buzzing with phone calls. The post 5 data-backed strategies to improve your contact center coaching appeared first on Sharpen Contact Center Software. It’s 10 a.m.,

Coaching 52

Coaching Contact Center Contact center software Customer Experience 52

SharpenCX

JUNE 27, 2019

The post Boost Employee Engagement by Creating a Coaching Culture Where your Agents Thrive appeared first on Sharpen Contact Center Software. Agents are calling out to you, escalating calls with upset customers who will only speak with the manager. Some days it seems like your agents can’t.

Employee engagement 104

Employee engagement Coaching Contact center software Contact Center 104

SharpenCX

JANUARY 9, 2018

The post The Contact Center Coaching Best Practice You Aren’t Using appeared first on Sharpen Contact Center Software. Learn about the best practice that can improve the engagement and performance of your front-line customer service agents. [.].

Best practices 52

Best practices Coaching Contact Center Contact center software 52

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. Consider the following questions.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

SharpenCX

MAY 16, 2022

Outbound contact centers are often considered synonymous with spammers, but when run ethically and with the right purpose, they can play a critical role in deepening your relationships with your existing customers and connecting with new ones. Inbound Vs. Outbound Contact Centers. Best Outbound Contact Center Solutions.

Contact Center 67

Contact Center Scripts Call Center call center software 67

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company. A contact center is considered successful if it’s customer-centric.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. Metrics for Evaluating Contact Center Agent Performance. Gathering feedback from customers has become an industry standard for contact centers.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Playvox

JUNE 28, 2022

While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers. Customers now expect to do business with an omnichannel contact center that delivers consistent and seamless customer experiences regardless of the channel they use. What Is An Omnichannel Contact Center?

Contact Center 84

Contact Center contact center solutions Quality management Contact center software 84

SharpenCX

DECEMBER 14, 2018

Coaching your agents helps them feel connected, engaged and valued at work. The post Coaching Starts At Onboarding appeared first on Sharpen Contact Center Software. Why wouldn’t you start this process during onboarding?

Coaching 59

Coaching Contact center software Contact Center 59

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. Consider the following questions.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

SharpenCX

SEPTEMBER 13, 2018

I didn’t choose to highlight Coach Wooden because of that, though. The post A Lesson on Coaching from John Wooden appeared first on Sharpen Contact Center Software. John Wooden was from a south-central town in Indiana called Martinsville, which is a stone’s throw from the wooded property I call home in Monrovia.

Coaching 72

Coaching Contact center software Contact Center 72

NobelBiz

FEBRUARY 14, 2023

Dead air time refers to the period of inactivity during customer interaction in a contact center; the time between when an agent finishes speaking and when the customer begins speaking or vice versa. Provide regular coaching and feedback to help agents improve their skills.

Contact Center 52

Contact Center Call flow Scripts Interactive Voice Response 52

JustCall

MARCH 22, 2022

It involves continuous efforts to coach and better sales teams. Sales coaching plays a key role in raising a high-performing team of sales representatives. But statistics show that with excellent sales coaching, sales teams can attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 52

Coaching Sales Scripts Construction 52

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

SharpenCX

DECEMBER 11, 2018

But, the reality is, if you don’t coach and train your agents, they’ll leave. The post The Missed Opportunity of Not Coaching Your Agents appeared first on Sharpen Contact Center Software. Cue the next song on your playlist: “Another one bites the dust.” Okay, that’s a tad dramatic.

Coaching 64

Coaching Contact center software Contact Center 64

NobelBiz

JULY 19, 2022

Regardless of the nature of contact center campaigns, all agents must go through a training and adaptation phase in order to become acquainted with the company’s norms. In this article, we will explain what call whispering is and how its advantages may affect your contact center’s productivity and efficiency.

Contact Center 52

Contact Center Contact center software Coaching Telecommunications 52

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. But only 40% of support center managers we talked to said they were planning to continue remote work in 2022. The State of Remote Work in Contact Centers.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Balto

SEPTEMBER 7, 2022

So, it comes as no surprise that one of the primary challenges identified by financial services contact center employees is the easy access of available desktop tools. In fact, one in five contact center employees has listed desktop tools among their top operational challenges for four years in a row.

Contact Center 52

Contact Center Banking Contact center software Average Handle Time 52

SharpenCX

MAY 26, 2020

It’s common for some business leaders to view their contact center teams as an afterthought. This isn’t helped by contact centers’ notoriously high turnover rates. Call center jobs are, too often, chalked up as entry-level roles. Starting with the Source of Quality CX — Your Contact Center Agents.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

SharpenCX

DECEMBER 12, 2018

The post A Coaching Framework to Sail Through the Holidays appeared first on Sharpen Contact Center Software. All that cheer and joy comes jam-packed with lofty time management expectations and an added dose of expenses. Everyone has too little time and too many priorities. I blinked and we’re half-way.

Coaching 64

Coaching Contact center software Contact Center Time management 64

NobelBiz

APRIL 11, 2023

As customer service demands continue to grow, contact centers are constantly on the lookout for innovative solutions to enhance their operations. ChatGPT, the advanced AI language model developed by OpenAI, has emerged as a promising tool for contact centers to improve customer interactions and streamline processes.

Contact Center 52

Contact Center Chatbots Contact center software Customer Support 52

Playvox

MAY 2, 2023

While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. Remote work continues to be a highly desirable benefit for contact center employees.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52