Balto

DECEMBER 20, 2023

New Feature Available Now From #1 Real-Time Guidance Platform St. Louis – Balto has added a new layer of visibility to the #1 real-time guidance platform for contact centers: Screen Recording. The feature integrates with Real-Time Guidance and is available as an add-on for new and existing Balto customers.

Contact Center 52

Contact Center Coaching Enterprise Sales 52

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

Call Design

JANUARY 21, 2021

Now is the time to shake ourselves free of the challenges from 2020 and embrace new trends and technologies for the new year. Utilize Real-Time Transcription. Real-time transcription can be used to study and enhance agent engagement, service, and information delivery with innovative artificial intelligence.

Upselling 167

Upselling Coaching Consulting Consulting 167

Balto

FEBRUARY 20, 2023

Myth: Call coaching software is only helpful for onboarding new agents. Fact: 61% of tenured agents use call coaching software and those who do have higher job satisfaction and other success metrics across the board. How Does Call Coaching Software Help New Agents?

Coaching 52

Coaching Average Handle Time Gamification Contact Center 52

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training? Don’t just pick one.

Call Center 141

Call Center Contact Center Coaching Gamification 141

NobelBiz

OCTOBER 31, 2023

Understanding this dynamic is crucial, especially when customers are facing their most challenging times. Timing is not just a skill; it’s the heartbeat of outstanding customer support. In the contact center world, every second counts, and a well-timed response can turn an inquiry into a loyal customer.

Customer Support 105

Customer Support Contact center software Call Center Analytics 105

Balto

JUNE 6, 2023

Record number of calls signals the continuing growth of guidance technology as the gold standard for contact centers. Louis – Balto, the first company to provide real-time guidance for contact centers, has announced that it has reached the milestone of 200 million conversations guided in real-time.

Contact center software 83

Contact center software Contact Center Coaching Enterprise 83

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

Callminer

APRIL 24, 2020

call center industry is alive and well. According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. Not doing so risks losing valuable customers and call center talent in an industry that’s already known for high agent attrition rates.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Playvox

JULY 14, 2023

During the best of economic times, it’s a smart business practice. To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. This results in long wait times and abandoned conversations. By the time an issue is found, the customer experience has already suffered.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Balto

MARCH 13, 2023

One of those options is Balto’s Real-Time Guidance, which is proven to keep agents happier at work. How Guidance Software (Of Any Kind) Makes Agents Happier A common line you’ve probably heard is: “Only new agents need guidance software.” These data points were not tied to any specific software or platform.

Coaching 52

Coaching Gamification Contact Center Surveys 52

JustCall

OCTOBER 19, 2023

In this guide, we will dive deep into the most pressing challenges of tracking your remote worker’s calls and ensuring quality support. Top-6 Challenges in Virtual Call Center Management Virtual call center management is only possible if the contact manager is able to juggle multiple tasks and team members at once.

virtual call center 52

virtual call center Sales call center software Scripts 52

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

JustCall

APRIL 15, 2024

Call center agent burnout is a real problem, and the job demands can take a toll on even the most resilient employees. A report from Jeff Toister that covered some key call center burnout statistics reported that 59% of agents face some risk of burnout, while 28% face a severe burnout risk! Those are concerning numbers.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

Hodusoft

JANUARY 3, 2024

Benefits of CCaaS Key Features of CCaaS How to select the right CCaaS software for your business? Several key players thought that if contact center software is hosted in the cloud it would be extremely beneficial for businesses that don’t intend to install on-premise solutions. What is CCaaS? What is CCaaS? Here are some of them: 1.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

NobelBiz

JUNE 19, 2023

Real-time monitoring offers an unparalleled advantage in achieving this goal. 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

Uniphore

JANUARY 24, 2022

Go Beyond Call Center Coaching with Real-Time Agent Assist. Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Current agent coaching is leading to customer—and agent—turnover. Cut onboarding times in half.

Coaching 52

Coaching Call Center Average Handle Time Telecommunications 52

Balto

JUNE 13, 2022

In the contact center industry, we talk a lot about the importance of first call resolution (FCR). Industry benchmarks put the call escalation rate at about 10%. When managers have to interact with customers due to an escalation, it pulls them away from agent coaching, training, and other duties that can help reduce other escalations.

Management 52

Management Contact center software Coaching Contact Center 52

Call Design

OCTOBER 27, 2022

Intelligent automation empowers agents by maximising their time and helps engage and motivate them to meet KPIs thus improving your customers’ experience. You can alert agents to wrap up after call work to reduce average handle time or quickly send offers to enable staff to take voluntary time off.

Average Handle Time 78

Average Handle Time Coaching Morale Customer Experience 78

Balto

JANUARY 17, 2023

From the basic switchboard that was patented in 1891 to the automatic call distributor (ACD) algorithm introduced in 1950, the creation and application of artificial intelligence (AI) to autonomously control call distribution has made the modern contact center possible. On the basic level, there are call menus and predictive routing.

Healthcare 52

Healthcare Contact Center CRM Coaching 52

JustCall

MARCH 9, 2023

Deploying the services of an artificial intelligence coach is a thing now. Organizations are using an AI call coach for sales reps looking to improve their job skills and enhance their training. In fact, middle-ranked agents are incrementally benefiting from an AI coach to improve their performance.

Coaching 52

Coaching Call Center Construction Best practices 52

Call Design

AUGUST 30, 2022

Organisations that have implemented this reported that it helped reduce attrition as it reduces the time agents need to spend on more tedious tasks, provides informational pop-up notifications, facilitates coaching and helps employees feel more supported and connected with their teams. Improved Agent Productivity.

Coaching 78

Coaching Best practices Metrics Management 78

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. The drastic changes of the past few decades have caused a complete shift to high-tech modern solutions, where software has become key in transforming day-to-day call center operations.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Vistio

FEBRUARY 5, 2024

And at the heart of delivering excellent customer service lies well-trained call center agents. But training call center agents can be a daunting task. That’s where Vistio’s ServiceSim comes in, revolutionizing call center training with its AI-enabled capabilities.

Call Center 52

Call Center Healthcare Government Coaching 52

Balto

JULY 12, 2022

We track just about everything in contact centers including average handle time , first-call resolution, customer satisfaction , ramp time , and dozens of other metrics to make sure we are meeting our customer service objectives. But what about our managers? How, if at all, are we tracking manager productivity?

Management 52

Management Coaching Contact Center Average Handle Time 52

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. reducing disquiet time can help to enhance the overall customer experience and improve customer satisfaction.

Contact Center 52

Contact Center Call flow Scripts Interactive Voice Response 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

Balto

JULY 8, 2022

Today’s consumers demand customer service that’s available anywhere and at any time. What is it about a real human — with a real human voice — that encourages consumers to actively call into the contact center? Voice is Just One Piece of the Puzzle….

Chatbots 97

Chatbots Self service Contact Center Coaching 97

JustCall

JANUARY 5, 2023

Speech analytics software analyses live or recorded calls and interpret emotional indicators. Speech analytics software uses artificial intelligence to analyze spoken language similar to voice recognition software. Some Best Speech Analytics Software. Significance of Speech Analytics.

Analytics 52

Analytics Coaching Call Center APIs 52

Fonolo

AUGUST 3, 2021

Knowing where you stand with your customers and proving that value to stakeholders requires carefully crafted call center reporting that directly aligns with your organization’s Key Performance Indicators (KPIs). The Executive Guide to Improving 6 Call Center Metrics. What is a call center report?

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

JustCall

FEBRUARY 3, 2021

Call center managers are the ringmasters of all operations in a call center. In this blog, managers will learn how to turn their agents into seasoned experts at handling customers and prospects with call monitoring. Call Monitoring and Analytics: How to Turn Agents into Seasoned Experts. Call Monitoring.

Analytics 98

Analytics Interactive Voice Response call center software Call Center 98

Balto

OCTOBER 20, 2022

Agents and managers reap the benefits of having a call center quality assurance process. Quality assurance (QA) is critical to any thriving call center. So, what exactly is call center quality assurance? Why Quality Assurance is Mission Critical to Your Call Center. So, why is call center quality assurance necessary?

Best practices 52

Best practices Call Center Gamification Coaching 52

Vistio

MARCH 11, 2024

Common performance metrics to consider include increases in first-call resolution rates, reduction in handling times, lower employee turnover, and improvements in customer satisfaction scores. Implement Continuous Learning and Development Opportunities Effective agent training is an ongoing process, not a one-time event.

First call resolution 52

First call resolution Contact Center Best practices Coaching 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

JustCall

APRIL 18, 2023

So, as a call center business owner, if you are wondering how to improve call center productivity, then you can explore add-ons, which can enhance your daily operational experience. Add-ons are basically third-party software extensions that enhance or extend the functionality of your auto-dialing software.

Call Center 52

Call Center Interactive Voice Response CRM Analytics 52