Taylor Reach Group

MAY 18, 2018

In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. It has been said that Call Centers produce more data and more measurement opportunities than is possible in almost any other communications channel. By Colin Taylor.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

CX Global Media

JULY 12, 2019

About Michael Replogle : International Executive Vice President who has successfully driven call center performance and productivity for more than 32 years in such companies as JP Morgan Chase, USAA, Regus, Direct Energy, and 1800Flowers.com. Shawna Fuller Director of Customer Service/Corporate Sales, GiftTree.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Talkdesk

JULY 20, 2016

Customer service has become the key differentiator between modern businesses. In today’s consumer landscape, companies can’t afford to provide anything less than stellar customer experiences. In the race to the top, many companies make mistakes in their provision of customer service.

Customer Service 40

Customer Service Customer centricity call center software Coaching 40

Noble Systems

MAY 11, 2021

Many think that speech recognition began with the advent of Siri from Apple in 2011. ASR and custom rules that monitor legal compliance and script adherence enable companies to identify non-compliant language and interactions missing the necessary disclosures. Background on Speech Recognition.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

Balto

FEBRUARY 6, 2023

Subscribe for weekly insights from the Conversation Excellence Lab A People Person’s Dream Job By 2026, Gartner predicts that 75% of customers will call service lines due to loneliness, not because they have a customer service issue. Involve them in your processes and thinking to increase their overall buy-in.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Balto

OCTOBER 31, 2022

“Coach your agents on how to improve at their jobs, and provide specific feedback where possible. Proper coaching will help those that may be struggling, and will advance those that are already doing a good job. Do you need to introduce more 1-on-1 coaching? 2021 Contact Center Agent Survey Report - Balto Ai.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. Meet Our Panel of Call Center Leaders and QA Pros: Art Coombs. Lindsey Havens. Nabahat Shanza. Art Coombs. ArthurFCoombs. Lindsey Havens.

Call Center 140

Call Center call center software outsourcing Coaching 140