Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Balto

JUNE 13, 2022

Call scripts are used in contact centers of all shapes and sizes — across the industry, they are considered an easy way to help ensure all of a contact center’s agents are driving calls to the same goals. These challenges, among others, lead to unique scripting issues at larger contact centers.

Scripts 52

Scripts Contact Center Morale Best practices 52

Clarabridge

MAY 10, 2018

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . Matt Esterman, Director of eCommerce Operations at LoanbyPhone talked about the value of training call center agents to make every customer experience better, even when they’re initially frustrated or angry. Transforming Business Across the Globe.

Chatbots 40

Chatbots Coaching Self service Best practices 40

SharpenCX

NOVEMBER 26, 2019

From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. Yet, 74% of contact center agents are still at risk for burnout. Think about the goals you need to accomplish in your contact center, first. We have them. Connect your team to purpose.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. Yet, 74% of contact center agents are still at risk for burnout. Think about the goals you need to accomplish in your contact center, first. We have them. Connect your team to purpose.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

FEBRUARY 4, 2020

Download Now: Master your manager skill set with 29 tactics and strategies to better coach agents. As a manager of a contact center, your role is essential to the care of your customer base. You’ve got a list of call center manager responsibilities that can feel overwhelming. Ok, let me backup. So, where do you fit in?

Call Center 84

Call Center Management Coaching Contact Center 84

Avaya

JANUARY 26, 2018

This EU legislation serves as a much-needed upgrade from the original MiFID, enacted in 2004, and addresses key issues that resulted from the 2008 global financial crisis. eLearning and coaching tools : Bring employees fully up to speed on regulatory changes and any new requirements, as well as correct any non-compliance behaviors.

Government 51

Government Coaching Contact Center Quality management 51