Playvox

APRIL 25, 2023

Let’s confess — we’ve all nodded off during on-demand remote training sessions. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? This staying power means that those in charge of delivering customer experience (CX) need to rethink how they deliver remote training.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

Fonolo

JANUARY 31, 2023

Instead, it’s helpful to think of it as regular part of your workforce management. Yes, training agents to use the phones and customer management systems is important, but agents must also learn and practice ‘soft-skills’ like empathy and active listening every day. Still have questions about call center training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

VirtualPBX

MARCH 24, 2022

Manager burnout has always been a challenge, especially in the tech space, where it is too easy to keep working — whenever and wherever you want to. It becomes a bit of a trap for many remote teams if you aren’t careful. Imagine the breakdown when management teams cannot feel like they are putting in 100%.

Management 96

Management Surveys 96

COPC

MARCH 11, 2024

and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle. See Figure 2.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. Highly engaged teams outperform the rest in business outcomes critical to your organization’s success. Why Gamification?

Gamification 79

Gamification Contact Center Coaching Quality management 79

Nicereply

NOVEMBER 16, 2022

As a support manager, you probably work daily with a bundle of online tools. But what are the tools every support manager needs to know about? In this article, you’ll find the essential equipment you need to be effective as a support manager. Critical tools for every customer support manager. Which are the best?

Management 98

Management Analytics Feedback Surveys 98

CSM Magazine

DECEMBER 11, 2023

In this article, I’ll explore some proven techniques that can help you retain your best agents and build a motivated and reliable team. Provide Clear Career Progression Paths One of the main reasons why agents leave contact centers is due to the lack of career progression opportunities.

Contact Center 52

Contact Center Coaching Analytics Call Center 52

Fonolo

NOVEMBER 11, 2021

Agent engagement has always been a critical ingredient for customer satisfaction. So why is agent engagement more important now for 2022 than ever before? They want: Immediate service with shorter customer interactions; greater empathy; knowledgeable agents; and. Why is agent engagement critical for 2022?

Contact Center 87

Contact Center Multichannel Call Center Morale 87

JustCall

MARCH 7, 2023

With this trend, managing a hybrid workforce can be difficult since it entails dealing with a broad group of employees with varying requirements and interests. This is why a hybrid workforce playbook is essential, as it gives a clear set of principles and best practices for efficiently managing remote and in-office personnel.

Management 52

Management Best practices Employee engagement Morale 52

Fonolo

APRIL 5, 2022

If you want your agents to consistently meet company goals, you must invest in the right leaders, including managers and supervisors. Why Investing in the Right Leader is Critical. Agent Engagement Will Be Critical for Contact Centers in 2022. Workforce management is one area in particular that benefits from this skill.

Call Center 99

Call Center Contact Center Gamification Construction 99

Global Response

FEBRUARY 26, 2024

That’s why medical call centers are such powerful resources. This can include: General health information Post-discharge instructions Guidance on medication management Tips for managing chronic conditions Remote patient monitoring : Telehealth is becoming more and more popular. Ready to perfect your CX?

Best practices 62

Best practices Call Center Healthcare Education 62

Global Response

JANUARY 22, 2024

But now, advancements in AI-driven language translation facilitate seamless communication and collaboration among teams worldwide. It’s made outsourcing IT management, data storage, and software development much more accessible. This fosters seamless communication and collaboration between in-house and outsourced teams.

outsourcing 62

outsourcing Healthcare Best practices Business Process Outsourcing 62

NobelBiz

OCTOBER 2, 2023

When approached from a contact center perspective, these systems not only manage and monitor customer inquiries but also harmonize the operational flow, thereby optimizing customer experience. Ticket Queuing and Routing: Based on the nature and priority of the inquiry, tickets are automatically directed to the most suitable agent or team.

Contact Center 106

Contact Center Contact center software Multi-channel support Chatbots 106

ChurnZero

JANUARY 25, 2024

As the role of CS changes, so do the critical skills required for CS teams, their leaders, and CS professionals seeking new roles. Let’s explore the essential trends, specializations, and factors driving the evolution of CS skills in 2024, and consider how you can upskill yourself and your team to stay at the cutting edge.

Education 52

Education Upselling Consulting Consulting 52

Joe Rawlinson

MARCH 5, 2022

Effective project management can be a great way to achieve your company’s goals. Businesses need efficient project managers to push out new products or catch up to major stakeholders in their industries. Often, managing independent data silos collected from disparate data sources can be challenging.

SaaS 78

SaaS Analytics Surveys Personalization 78

Help Scout

SEPTEMBER 28, 2021

While the opportunity to hire the best people anywhere in the world is incredible, hiring for a remote team does have its unique challenges. Help Scout has been a fully remote company for over 10 years now — with 129 people across 80 cities around the world — so our hiring process has to be aligned with our remote culture.

Engineering 126

Engineering Feedback Technical Support Surveys 126

delighted

AUGUST 26, 2022

In a world where a remote or hybrid work experience is the new normal, employees now have greater flexibility when choosing where they want to work and employers have added pressure to avoid turnover and improve employee retention. That’s why investing in employee retention strategies is time well spent. The good news?

Surveys 88

Surveys Feedback Benchmark Management 88

Hodusoft

OCTOBER 4, 2023

Managing the cost per call is a paramount challenge for contemporary businesses across various industries. That’s why contemporary businesses must be proactive in exploring strategies and solutions to optimize their communication expenditures. Cost savings: Effective cost management in communication translates to reduced expenses.

voip 105

voip Real estate Abandon rate Analytics 105

Comm100

MARCH 30, 2021

That means that no matter what channel the customers reach out on, the entire history of their interactions with the team will follow them. Serve your customers on live chat, audio & video chat, email, social media, mobile text messaging, and a self-serve knowledge base. Why is 2021 the year for omnichannel customer engagement?

Chatbots 105

Chatbots Education Benchmark Personalization 105

CX Accelerator

OCTOBER 21, 2019

It takes blood, sweat, tears, and heck of a lot of time and dedication to drive meaningful CX improvements and to energize a team to keep the progress going. It’s one of the many reasons why CX Accelerator exists. That way, I can quickly scroll through at the end of the day or week and absorb new knowledge and then note new takeaways.

Customer Experience 208

Customer Experience Journey mapping Education Accountability 208

Certified Languages International

JANUARY 12, 2024

Video remote interpreting (VRI) is a telehealth technology from language companies like Certified Languages International (CLI) that connects medical staff with professional video interpreters within seconds. These convenient and secure remote video interpretation services help improve care outcomes by enhancing provider-patient discussions.

Healthcare 40

Healthcare Technology Personalization Consulting 40

Call Experts

SEPTEMBER 22, 2023

In life and business, communication is vital, which is why today we’re deciphering ‘call forwarded unconditionally’ and what it means for your calls. This feature can be incredibly useful, especially when you’re traveling, working remotely, or want to ensure you never miss an important call. What is Call Forwarding?

call center professionals 59

call center professionals Healthcare Call Center outsourcing 59

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? This guide will explore the whats, hows, and whys of workforce optimization. Hiring, training, upskilling, and retaining agents are activities critical to your success. What is Workforce Optimization?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

CX Accelerator

OCTOBER 21, 2019

It takes blood, sweat, tears, and heck of a lot of time and dedication to drive meaningful CX improvements and to energize a team to keep the progress going. It’s one of the many reasons why CX Accelerator exists. That way, I can quickly scroll through at the end of the day or week and absorb new knowledge and then note new takeaways.

Customer Experience 182

Customer Experience Journey mapping Education Accountability 182

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. Team culture has become a bit of a buzzphrase over the past few years, but for good reason. People spend a lot of time at work and walking into a nightmare environment with a team you don’t really jive with can take its toll.

Customer Service 98

Customer Service Feedback Healthcare Education 98

Playvox

NOVEMBER 16, 2021

The company’s contact center team shifted to a remote workplace just as Sweaty Betty – and the entire athleisure industry – started to see significant market growth. But by the end of 2020, there were 150 team members on the Sweaty Betty contact center team. A Quality Management Solution with Muscle.

Quality management 78

Quality management Management Coaching Contact Center 78

Nicereply

JULY 13, 2021

As the team that speaks most frequently with customers, they need to have the tools and knowledge to create customer experiences that meet and exceed expectations. Melissa Pytlak , currently a Program Manager at PartnerHero , used to be at PASCO Scientific. Peter Muir is the Manager of Technical Support at Dejero.

B2B 98

B2B B2C SaaS Technical Support 98

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. Hassan Alnassir.

Call Center 182

Call Center Management Scripts Coaching 182

Playvox

MAY 26, 2022

For your remote agents, however, it’s often all work with little reward. In addition to feeling the mental and emotional weight of consumer-facing jobs, remote contact center agents are experiencing redundancy that can make their jobs feel tedious. Improve Your Remote Contact Center Agent Training Program.

Contact Center 52

Contact Center Morale Cloud contact Coaching 52

ProProfs Blog

NOVEMBER 19, 2021

I have approached the support team several times for advice or guidance. The one-on-one support from the support team. Knowledge base/Video tutorials. And just like online surveys, poll questions are also a great way to gauge public opinion on a specific topic. 150 + Poll Questions to Ask. MCQ Sample poll questions include: 1.

Finance 147

Finance Surveys Feedback Education 147

COPC

DECEMBER 23, 2022

These values then become woven into every aspect of the organization and from all levels of management. . However, many companies struggle to find new ways of engaging employees, especially in hybrid and remote work environments.  . Ensure employees understand the company’s values and the behaviors that support those values.

Employee engagement 87

Employee engagement Coaching Business Process Outsourcing Feedback 87

CustomerSuccessBox

DECEMBER 13, 2021

It is aimed at creating an ever-growing knowledge base to help customers scale up faster. Time to value CSAT rating of Onboarding process For us, we also monitor product engagement, and customers do not leave their “Launch Success Manager” until usage has reached a minimum threshold as indicated by our in-product analytics.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

Help Scout

SEPTEMBER 21, 2021

Customer success teams often have a range of responsibilities, depending on the team’s age, the size of the company, and what type of product they are supporting. For instance, customer success may be responsible for implementation, onboarding, and lifecycle management at some larger companies.

Education 103

Education Accountability Benchmark Sales 103

Integrity Solutions

JANUARY 18, 2021

This past year laid bare some critical underlying selling skills and cracks in their sales pipeline that sales leaders were able to ignore or avoid while focusing on more immediate concerns. It’s also clear that the shift to a remote sales model isn’t just a temporary fix. Here are some key areas to look at: Sales Rep Time Management.

Sales 126

Sales Coaching B2B Metrics 126

JustCall

APRIL 12, 2023

Virtual call center software refers to a full-fledged call center management platform that is housed online. It equips a business with the following operative functionalities: Enabling Remote Work for Its Employees Equipping your business with the versatility to operate from anywhere has become a necessity after the pandemic.

virtual call center 52

virtual call center call center solutions Call Center call center software 52

Quality Contact Solutions

AUGUST 9, 2021

While the American workplace is undoubtedly ever-changing, the worldwide Covid-19 pandemic left employers rapidly scrambling to adapt to drastic workplace changes, including effectively managing—and engaging—remote staff.??Team Team building looks a lot different remotely. Virtual Team Building Should be Prioritized.

Personalization 52

Personalization Morale Management Surveys 52

Liveops

JANUARY 6, 2022

Recently, Liveops Senior Vice President of Marketing and Talent Acquisition, Ellen Hahn, joined the weekly live stream Sterling Live to discuss recent workforce trends with Sterling General Manager Vincenza Caruso-Valente. Many who are interested in flexible, remote work aren’t looking to necessarily work less hours.

Gamification 62

Gamification virtual call center Virtual Agent Call Center 62