Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? Smarter Coaching Is A Smart Investment.

Coaching 59

Coaching Call Center Average Handle Time Contact Center 59

Customer Service Life

JANUARY 7, 2021

This article was originally published on CustomerThink on November 10, 2020, and is being reposted with the permission of the editor. They boast a number of benefits for contact centers handling text-based support channels like email, chat, SMS, social media, and more, including: Improved speed and accuracy when interacting with customers.

Contact Center 92

Contact Center Average Handle Time Scripts Banking 92

Serenova

AUGUST 25, 2020

There are two constants in the contact center. Customer expectations are evolving, and contact center leaders are working to elevate the customer experience. For this reason, workforce management has become a core focus of discussion amongst leaders looking to take their contact centers to the next level.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

Noble Systems

JUNE 27, 2019

Ultimately, your unique business needs will determine what is included in your cloud contact center system. However, there are some technologies and capabilities that are must-haves for all cloud contact center deployments – here are the ten most essential. Speech analytics is another essential for cloud contact centers.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

SharpenCX

NOVEMBER 5, 2020

Putting in the time to coach and train your team ensures you stop bad agent habits in their tracks. With so much to do, it’s tough to find the headspace, let alone the time, to think through how to coach your agents regularly. Agent scorecards are feedback tools to help you put intention behind your coaching moments.

Average Handle Time 67

Average Handle Time Coaching Calibration Feedback 67

3CLogic

MARCH 25, 2022

When a customer dials up a contact center for support, it’s easy for them to assume the agent on the other end is doing little more than placing them on hold or routing them to someone else. Real-time call monitoring that allows supervisors to intervene and identify key coaching opportunities.

Interactive Voice Response 52

Interactive Voice Response Technology Average Handle Time Contact Center 52

SharpenCX

DECEMBER 2, 2020

American businesses risk a staggering $494 billion in revenue from poor customer care, according to the 2020 National Customer Rage Study. . With financial losses of such scale on the line, the stakes have never been higher to deliver good customer service in your call center. How can we improve your training and coaching?

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Serenova

AUGUST 25, 2020

There are two constants in the contact center. Customer expectations are evolving, and contact center leaders are working to elevate the customer experience. For this reason, workforce management has become a core focus of discussion amongst leaders looking to take their contact centers to the next level.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

SharpenCX

FEBRUARY 10, 2021

About 66% of customers faced problems with the products or services they purchased in 2020. And, nearly two-thirds of that camp felt rage over the issue that popped up or how it was handled. It’s time to turn to the brain of the operation: your customer service data. What’s more? Or, ring us and we’ll help you.).

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

Skybridge

MAY 19, 2021

Recently, Sharpen CMO, Murph Krajewski suggested that, in order to truly understand if customers are getting what they really want and need, brand CMO’s ask three critical questions of their contact center leadership. Three Questions Your Contact Center Leaders Wish You’d Ask Them (And How To Find The Answers).

Customer Care 52

Customer Care Average Handle Time Contact Center Coaching 52

SharpenCX

NOVEMBER 26, 2019

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. Automate coaching moments and send microlearning lessons to your agents’ queues. Encourage your agents to ask for the resources they need and take time to develop themselves.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

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. Automate coaching moments and send microlearning lessons to your agents’ queues. Encourage your agents to ask for the resources they need and take time to develop themselves.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative. Learn more.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative. Learn more.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Fonolo

SEPTEMBER 27, 2016

Operating a successful contact center is rarely a simple undertaking. As any customer support manager knows, there are a number of crucial factors that come into play when looking to succeed in the call center world. We often hear from call center managers who are trying to improve their call metrics with our solutions.

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

SharpenCX

FEBRUARY 11, 2020

Download Now: See what Frost & Sullivan marked as the most important trends impacting contact centers. It’s vital that you know where your team’s strengths and weaknesses lie, so you know how to coach to better performance. With metrics and KPIs, you set the bar for performance across your contact center.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job.

Call Center 126

Call Center Management Contact Center Coaching 126

SharpenCX

JULY 28, 2020

Download Now: 101 Questions You Should Be Asking as You Evaluate Your Next Contact Center Platform. According to Gladly’s 2020 Customer Expectation Report : 79% of customers say a personalized experience is more important than personalized marketing. Download Now: Want to Cut Back Inefficiencies in Your Contact Center?

Multichannel 76

Multichannel Best practices Customer Experience Customer Service 76

TechSee

JUNE 25, 2019

In fact, Gartner predicts that by 2020, 85% of all customer interactions will no longer be managed by humans. Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies. Contact Center workload management. Agent decision support.

Technology 122

Technology Customer Service Gamification Contact Center 122

CSM Magazine

OCTOBER 6, 2021

Analytics competition winners were selected from a field of customer applicants and will share $100,000 in prize money to use in their contact centers. After implementing Calabrio Analytics at the end of 2020, GreenPath was determined to utilise the tool at every stage of the customer journey. ANALYTICS COMPETITION WINNERS.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. According to the Customers 2020 Report, by 2020, customer experience will overtake price and product as the key brand differentiator.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

NICE inContact

JANUARY 11, 2019

More recently, the topic of artificial intelligence (AI) and its role in customer care has been one that contact center managers have wanted to learn more about. It often seems that AI is becoming the answer for EVERYTHING but contact center leaders can struggle to understand how it can help specific employees with specific roles.

Quality management 18

Quality management Management Average Handle Time Chatbots 18