SharpenCX

FEBRUARY 4, 2020

Download Now: Master your manager skill set with 29 tactics and strategies to better coach agents. LinkedIn ’s Emerging Job Reports from 2017 , 2018 , and 2020 , said people with strong soft skills will only have a leg up at work as automation increases. In fact, I would say it was my soft skills that led me to this point.

Call Center 84

Call Center Management Coaching Contact Center 84

CX Global Media

SEPTEMBER 22, 2017

September 27, 2017. Speakers: The post Set Your Speech Analytics Program Straight appeared first on Call Center Coach. How to sustain momentum to achieve your evolving speech analytics goals. Registration Details. 2:00PM EDT. After registering you will receive an email containing information about joining the webinar.

Analytics 136

Analytics Contact Center Coaching Call Center 136

Insite Managed Solutions

DECEMBER 23, 2015

3 Ways Call Center Supervisors Can Reduce Costs Here are 3 different ways call center supervisors can positively drive financials in your center. 2017-11-22T14:53:16+00:00. 2017-11-22T14:39:22+00:00. 2017-09-25T14:57:12+00:00. 2017-09-28T14:14:01+00:00. 2017-09-25T14:57:12+00:00.

Call Center 40

Call Center call center workforce Coaching Contact Center 40

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 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

aircall

JANUARY 24, 2022

According to the 2017 American Express Customer Service Barometer , 81% of Americans said that businesses were at least meeting, if not exceeding their expectations for customer service, which is nearly 8 of 10. Set up a call center. Here’s how the right software solutions can take your call center from good to great.

Call Center 126

Call Center Best practices call center software CRM 126

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. 3 Top Technology Trends from Dreamforce 2017: It’s About Artificial Intelligence. Customer experience is the sum of every interaction with a brand.

Technology 41

Technology Chatbots Sales Healthcare 41

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. At Dreamforce 2017, Talkdesk brought together three cutting-edge technology companies to discuss the top technology trends in service and inside sales.

Technology 41

Technology Chatbots Sales Healthcare 41

Callminer

APRIL 23, 2019

These phone calls are often kept for many reasons, including: Protection against liability. To train and evaluate call center staff. Perhaps the strongest reason companies record and/or transcribe calls is that it’s often required by government entities. To ensure the quality of customer service.

Best practices 159

Best practices Call Center Banking Contact Center 159

Balto

MAY 18, 2022

In other words, the collaborative intelligence and insights of the entire call center are scaled to all agents and applied instantaneously. Customers know they are getting cutting-edge insights about what’s working on calls in their space. Balto guides agents to say the right thing on every call.

Best practices 52

Best practices Contact Center Coaching Engineering 52

Balto

NOVEMBER 22, 2022

In a 2017 LinkedIn survey of 14,000 professionals across the globe, workers ranked one-on-one time with their direct supervisor or manager as the best form of onboarding. This is a critical moment to show them what success looks like in your call center. 1-on-1 Onboarding Tips for Large Contact Centers.

Contact Center 52

Contact Center Coaching Call flow Best practices 52

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. To keep engagement up, feedback should be focused on coaching rather than micromanaging.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Fonolo

MAY 12, 2020

I would say the biggest change has been the chat feature, which we introduced in 2017 and has grown exponentially since. The biggest surprise about that was that we were expecting a drop in phone calls, which never happened — they’ve stayed pretty steady. We try to help our agents see beyond the immediate frustration.

Contact Center 81

Contact Center Management Banking Abandon rate 81

Aspect

OCTOBER 19, 2017

Ensuring organizational goals are aligned and understood, starting from the top and cascading to the call center and to agents, positions the organization to provide the level of customer service they wish to deliver to their customers. What We Think: Our data has shown that happy agents lead to happy customers.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

Insite Managed Solutions

OCTOBER 14, 2015

2017-11-22T14:53:16+00:00. 2017-11-22T14:39:22+00:00. 2017-09-25T14:57:12+00:00. 2017-09-28T14:14:01+00:00. 2017-09-25T14:57:12+00:00. 2017-09-25T14:57:12+00:00. Turning a Contact Center into a Profit Center. 2017-09-25T14:57:12+00:00. 2017 Key Metric Success. Call Center Quality.

Management 40

Management Abandon rate Metrics Contact Center 40

Envision

DECEMBER 27, 2017

Who could ask for anything more? Patents, awards, contracts and customers! There are times when you are so grateful, you just have to shout it out and tell all your friends. This year has been especially productive and rewarding making all of us at Envision so incredibly honored and proud.

Coaching 69

Coaching Contact Center Call Center Customer Experience 69

Customer Relationship Metrics

JULY 26, 2017

The best contact center agents also are the best marketing people, sales people, finance people, and trainers. In a study by Jobvite, 95% of recruiters say hiring will be as or more competitive in the coming year (2017). Old-think contact center practices are pushing good candidates away. ” Click to Tweet. This is humane.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

aircall

FEBRUARY 13, 2017

Similarly, sales coaching increases the number of deals per sales person by 17%. No wonder that over 25% of companies with 11 to 25 employees plan to spend more than $5,000 on sales training in 2017. The program is specifically designed for sales consultants, sales coaches and trainers, as well as CRM implementation companies.

Sales 83

Sales Customer centricity Coaching CRM 83

Aspect

JANUARY 28, 2019

Between Black Friday and Cyber Monday in 2017, a top DNA testing kit company sold approximately 1.5 It’s safe to say, these interactions put call center agents in unusual situations. In situations like these, call center agents must go beyond what we traditionally consider an agent’s role.

Management 82

Management Finance Healthcare Call Center 82

Nicereply

MARCH 14, 2023

Call Center Management on Fast Forward: Succeeding in Today’s Dynamic Customer Contact Environment By Brad Cleveland Published: 1997 Length: 440 Packed with data, Call Center Management on Fast Forward is geared towards workforce managers.

Management 98

Management Call Center Metrics Entertainment 98

Balto

FEBRUARY 6, 2023

Figure 12: Satisfaction Metrics by Mentor Another facet of mentorship that we looked at was coaching type and frequency. The takeaway here is that agents appreciate coaching, training, and feedback — and for the most part, more is better. Those who received zero forms of coaching had the worst satisfaction metrics across the board.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Aspect

JANUARY 28, 2019

Between Black Friday and Cyber Monday in 2017, a top DNA testing kit company sold approximately 1.5 It’s safe to say, these interactions put call center agents in unusual situations. million kits, and more than 10 million people have used to kits to have their DNA tested according to news reports.

Management 92

Management Finance Healthcare Call Center 92

CX Global Media

JULY 1, 2017

This was the buzz at the 2017 ICMI Contact Center Expo. This event was in Long Beach, California last year and moved to Orlando, Florida for 2017. This was the buzz at the 2017 ICMI Contact Center Expo” Click to Tweet. What’s Hot at ICMI Contact Center Expo. At least it was my version of it.

Contact Center 13

Contact Center Agent burnout Interactive Voice Response Chatbots 13

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Video Support: Video is making its way to the call center; thanks to the amount and detail of information it provides customers.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

CSR Inc.

NOVEMBER 5, 2017

Training & Coaching: Making Half of Your Brand’s Problems Go Away The agent-related actions – unknowledgeable or unfriendly agents – can be easily overcome with proper training & coaching. The good news is that all of these are largely addressable issues. Well, How Important is Your Brand Reputation?

Interactive Voice Response 48

Interactive Voice Response Customer Service Wait times Coaching 48

Talkdesk

MARCH 14, 2018

Three talent trends emerged from Deloitte’s 2017 global contact center survey that point to the need to rethink the way contact centers handle staffing. These tools can be used to manage agents by pinpointing important moments in calls that can be addressed during coaching sessions.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

Robert Davis

FEBRUARY 7, 2017

On January 26, 2017, we conducted an NPS survey to determine our impact on our client. The survey was a three-question anonymous survey of our client’s contact center site leadership about RCDA’s performance in our support of 10 sites. 28 respondents as of Monday, January 30, 2017 (50% response rate). 56 total recipients.

Coaching 48

Coaching Consulting Consulting Feedback 48

TechSee

JUNE 25, 2019

The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 For example, the technology can identify patterns that indicate a customer’s intent based on web activity or text and route the call or chat to the appropriate agent. Emotion analytics.

Technology 122

Technology Customer Service Gamification Contact Center 122

Taylor Reach Group

DECEMBER 21, 2017

Set aside time to consider 2017. To properly coach a team, supervisors must know where each person stands in relation to goals and key performance indicators (KPIs). And regular coaching conversations take the fear and surprise out of the evaluation process. Keep meeting and coaching times on the schedule if at all possible.

Coaching 54

Coaching Gamification Feedback Personalization 54

Sykes

SEPTEMBER 29, 2020

“I’ve been able to take online classes and work with mentors and an executive coach. In 2017 she had the opportunity to meet SYKES’ founder, John Sykes, which was a very special moment in her career. I gave lectures at the university during the day and started working in the call center at night.

Accountability 98

Accountability Coaching Education Telecommunications 98

Sykes

SEPTEMBER 29, 2020

“I’ve been able to take online classes and work with mentors and an executive coach. In 2017 she had the opportunity to meet SYKES’ founder, John Sykes, which was a very special moment in her career. I gave lectures at the university during the day and started working in the call center at night.

Accountability 98

Accountability Coaching Education Telecommunications 98

DMG Consulting

JUNE 13, 2017

Other WFO applications that are part of feature-rich WFO suites include speech/text analytics, surveying/voice of the customer (VoC), performance management, desktop analytics (DA), gamification, eLearning and coaching.

contact center workforce 48

contact center workforce Business Process Outsourcing Gamification Contact Center 48

CX Global Media

SEPTEMBER 17, 2018

In the Civility in America, 2018 survey, the vast majority of respondents – 93 percent – believed we have a civility problem in America; 69 percent believed it was a major problem; and this result has not changed from the 2017 survey. Public Contact Center Community of Practice.

Contact Center 113

Contact Center Benchmark Surveys Coaching 113

DMG Consulting

MAY 15, 2017

Having just wrapped up our research for the 2017 Gamification Product and Market Report, DMG Consulting is happy to report that gamification is alive (and thriving) in contact centers. The leagues compete against each other, and management can “coach” their players via the social community.

Gamification 48

Gamification Contact Center Consulting Consulting 48

NICE inContact

JUNE 17, 2019

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels.

Quality management 54

Quality management Analytics Customer Experience Management 54

NICE inContact

JUNE 17, 2019

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels.

Quality management 54

Quality management Analytics Customer Experience Management 54

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

DMG Consulting

JULY 26, 2017

The Making of Great Agents (whitepaper). By Donna Fluss. Introduction. Great agents are not born that way; they are developed by companies who invest in their success and support them along their journey.

Surveys 67

Surveys Consulting Consulting Sales 67