Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

DMG Consulting

SEPTEMBER 6, 2023

Real-Time Guidance Drives Contact Center Digital Transformation September, 2023 In 2005, Donna Fluss, founder and president of DMG Consulting LLC, published a book called The Real-Time Contact Center , which had a twofold purpose.

Contact Center 48

Contact Center Average Handle Time Analytics Consulting 48

Customer Service Life

DECEMBER 18, 2018

How would you implement self-care initiatives into your contact center? 1:1 Coaching . My coaching program puts a spin on an individual’s wellness through the lens of customer service with the intention of personal growth. I’m giving away free 60-minute coaching sessions. I got you, my friend!

Contact Center 103

Contact Center Personalization Coaching Customer Service 103

SharpenCX

JUNE 16, 2020

Last fall, Global Workplace Analytics told us that the number of people who work from home has increased by 140% since 2005. Download Now: Learn how trends in workforce management and other key areas are impacting contact centers, according to Frost & Sullivan. Remote work isn’t just a trend any more. Let me show you.

Contact Center 67

Contact Center Management Employee engagement call center workforce 67

Customer Service Life

APRIL 30, 2019

I’m speaking at ICMI Contact Center Expo in two weeks and I can’t freakin’ wait! I’m a certified health coach. I’ve been working in customer service since 2005. During my ICMI Contact Center Expo session, you’ll be doing some deep diving into the one and only YOU.

Contact Center 63

Contact Center Coaching Customer Service 63

Xaqt

FEBRUARY 6, 2020

Back in the winter of 2005, Jason Kolb (my cofounder and CTO of Latigent) and I penned an article for Business Management magazine titled BI with an IQ. In it, we paint the picture of a utopian contact center in which systems are fully integrated and intelligently automated. And it's not just Cities that have contact centers.

Contact Center 52

Contact Center Enterprise Call Center APIs 52

Contact Center Geek

MARCH 22, 2019

A new team member joins your contact center. This is a common practice in many contact centers. And then contact centers make it worse by not giving any training. Nearly every time I talk with other contact center leaders the subject of manager training comes up. Familiar story, right?

Management 48

Management Coaching Contact Center Schedule adherence 48