Convoso

[Free eBook] Ultimate Guide to Empowering Superstar Call Center Agents

Convoso

Building a call center culture that breeds motivated and empowered agents is a lot easier said than done. With so much at stake in every customer interaction, call center managers tend to be too reliant on old redundant policies that simply breed frustrated customers or a lack of sales.

Bradley Lead Group Finds a Blend of Success with Convoso (Case Study)

Convoso

Client : Bradley Lead Group is a lead generation group that focuses its efforts on qualifying extremely high quality leads in numerous financial sectors. call center solutions

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Call Center Terminology: How Much Do You Really Know?

Convoso

Let's face it.the call center industry is one of the most complex industries in the world.

Is Your Call Center TCPA Compliant? This $280M Lawsuit Proves Just How Important Compliance is.

Convoso

Like many other industries, businesses with telemarketing operations must adhere to several federal and state laws and regulations. These regulations are strictly enforced to protect consumers against complicit activities. However, a severe lack of resources to help call center operations remain compliant has resulted in major frustrations to consumers and has costed businesses thousands of dollars worth of legal penalties, and in some instances resulting in going out of business entirely.

Video: How to Motivate Your Millennial Call Center Agents

Convoso

The topic of managing millennials is becoming an issue across nearly every major industry. However, the call center industry has been particularly affected by unmotivated and disengaged millennials. So, where do you start to fix this industry wide issue

How to Train Outbound Call Center Agents [Comprehensive Guide]

Convoso

Agent training is a huge part of call center life. In fact, in an industry that suffers the most from agent turnover, agent training should be viewed as everything. call center solutions

Convoso Client Success Story: Ascent Mortgage Group

Convoso

In mid-2017 Ascent Mortgage Group came to Convoso searching for a new contact center platform with a high-performance automated dialer like none other. Before starting on the Convoso platform, Ascent Mortgage Group was “burning through leads” - a negative outcome that resulted from the various call center applications and providers they were using.

Photo Album: Team Convoso at Call Center Week Las Vegas 2017

Convoso

Joined by all the brightest minds in telecommunications, team Convoso spent the week of June 27-30 as exhibitors at Call Center Week 2017. The highly anticipated event took place in The Mirage in Las Vegas, Nevada.

Why You Need To Swap Your On-Premise Call Center Software for A Cloud-Based Call Center Software, Today

Convoso

A decade ago, no self-respecting call center director would dream of using anything that even remotely resembled a cloud-based software solution. If the software and hardware weren't in your contact center, it wasn’t to be trusted. How else could you keep an eye on anything? call center solutions

[QUIZ]  Is Your Outbound Sales Team Maximizing Productivity?

Convoso

Are your outbound sales team efforts optimized for productivity? If it took you some time to think it through.then odds are your team isn't working up to their full potential because they're lacking in key areas.

5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management

Trust is Important in the Contact Center

Call Center Weekly

By Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them. One key area in this development, is trust. There is an excellent quote by Steven Covey that speaks to the important of trust in leaders.

Keeping Up with Customer Service Developments

Brad Cleveland

Call Center Contact Center Customer Service Leadership Videos Brad Cleveland Call Center Management On Fast Forward

Adherence to Schedule Tips

Brad Cleveland

Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled.

Coaching Effectively: Curbing the ‘Principal’s Office’ Mentality

Call Center Weekly

By Jennifer Boston During my last transition over a tenured training team, one of my initial interactions with a member of my new team really struck a chord.

Coaching? Don’t Make Your Agents Defend Stupidity

Contact Center Pipeline

I knew I was in trouble! I was driving down the highway with my lovely wife, Jana, when we spotted a traffic jam up ahead. I suggested we stay on the highway, since it was the most direct route to our destination, and slowdowns like this usually clear up within a few miles. However, my […].

So, what is the future of work?

Aspect

A few weeks ago, I was heading home in a car with two of my friends. Oblivious to the hustle of the commute and barely attentive to the idle chatter, I was zoned back into the moment when my friends started talking about artificial intelligence. Artificial intelligence is the next big thing.

What Does Proactive Customer Engagement Feel Like?

Contact Center Pipeline

Are you capturing prospective customers effectively, or simply letting fate take its course, hoping to close new business using traditional approaches and metrics? How about retaining existing customers? Are your traditional methods keeping up with customer needs and changing demographics?

Improve Content Consistency Across Channels with AI-Infused Knowledge

Contact Center Pipeline

eGain’s SVP Worldwide Marketing Anand Subramaniam believes that delivering a consistent content experience is key to driving value for both customers and agents.

Creating Career Paths for Agents

Contact Center Pipeline

There is no doubt that technology has accelerated the pace of change in contact centers. Yet when it comes to the human element, some things have remained the same for decades. Agent turnover has been and remains a top challenge in centers.

Customer Satisfaction is not Always an Indication of Customer Service

Call Center Weekly

By Sean Hawkins Let's face it, CSAT (customer satisfaction) is a vital measurement of customer service performance, and rightly so. In my opinion, there are 3 metrics that best measure a contact center's performance, and success.

Putting Humanity in Contact Centers

Customer Relationship Metrics

You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. You’ve conducted surveys, created committees, put in recognition programs, and still you struggle.

Customer Service and the Golden Rule

Call Center Weekly

By Erica Mancuso Treating others as you would want to be treated is a practice of empathy. The golden rule is such a simple, timeless principle, and yet I’m constantly amazed at how little it’s practiced any more.

How to Improve Your Center’s Loyalty and Retention Rates

Contact Center Pipeline

There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty situation: How that interaction is handled can either generate customer commitment or drive that customer away.

Mobile Self-service Modernizes Your WFM

Call Center Coach

Effective Workforce Management (WFM) in contact centers seems to be fairly straight forward. That’s until you have to deal with all of the exceptions. But when agents use their mobile devices to help themselves with managing exceptions, your burden becomes a whole lot easier.

Revisiting Your Service Level Objectives

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Videos Workforce Management Brad Cleveland service level workforce management

Random Acts of Customer Service Kindness

Call Center Weekly

By Sean Hawkins Kindness is the root of all good things. This saying has significant meaning to those in customer service. Providing service is one thing. That is expected. However, extending kindness creates special moments for customers.

3 Ways the Contact Center Contributes to Customer Experience

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Videos Brad Cleveland customer experience customer relationships

The Secret to Training Seasonal Agents

Contact Center Pipeline

“They are just temps,” said one contact center manager describing his seasonal agents. They will be gone in a couple of months!” That condescending attitude was reflected in the seasonal team’s environment. They were crammed into an abandoned conference room filled with computers, phones and wires.

Leaders Need to Spend Time on the Frontline

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland leadership

ACD in a Modern Contact Center

Bright Pattern

Over the last 10 years customers have begun demanding companies to communicate over multiple channels seamlessly, which has pushed contact centers to strive for better customer service through more innovative omnichannel call center technology.

Are Your Contact Center Metrics on Target? Follow This Easy 3-Step Process to Find Out

Contact Center Pipeline

Contact center days are jam-packed with activity. It’s easy to lose sight of the thread that should tether contact center performance metrics to what matters most to customers. Doing so can leave the contact center and its agents disconnected from their own customers.

The Problem with Daily Averages (and the Solution)

Brad Cleveland

Call Center Contact Center Customer Service Videos Workforce Management Brad Cleveland reporting workforce management

Hot Trends Impacting Contact Centers: IoT-enabled Service Strategies

Contact Center Pipeline

In our mid-year look at five“hot” topics that have been garnering much attention recently, our last post offered insights into why employee engagement is so critical to modern contact centers.

Hot Trends Impacting Contact Centers: A Sole Source of Data

Contact Center Pipeline

In our mid-year series discussing hot topics impacting contact centers, we have presented insights from industry experts on employee engagement, IoT-enabled service strategies, artificial intelligence and millennials.

Blending AI with Human Support

Contact Center Pipeline

The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately.

Hot Trends Impacting Contact Centers: Artificial Intelligence

Contact Center Pipeline

We can’t publish a series on trends without including artificial intelligence (AI).

Building a Culture of Engaged Employees

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture

A Learner Centered Approach: Retaining Your Tenured Employees Through Client Transition

Call Center Weekly

By Jennifer Boston At the start of my contact center training career, I was propelled into an uncomfortable situation whose lessons haven proven invaluable in how I approach training new skills to a tenured staff.

Leading a Distributed Team

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Brad Cleveland leadership