Hodusoft

JUNE 17, 2021

Call recording software captures the audio recordings of telephone conversations over a Voice over IP (VoIP) or public switched telephone network (PTSN). While call recording is used by most call centers, there are several ways to implement it ranging from server-based to cloud-based strategies. billion USD in 2020.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? What Your Call Center Agents Rant About on Social Media. Call Center Life: Buried Alive in Knowledge.

Contact Center 81

Contact Center Call Center Scripts Coaching 81

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics, LLC, asks.

Call Center 87

Call Center Customer Experience Contact Center Coaching 87

Uniphore

JULY 10, 2021

How to Cut Call Center Agent Onboarding Time in Half. Brian Cantor Leading CX Industry Analyst Contact Center Week. Copyright 2021. The post How to Cut Call Center Agent Onboarding In Half appeared first on Jacada. and Make Every Agent Your Best Agent. August 25th | 11 AM EDT | 4 PM BST. Register Now.

Call Center 89

Call Center Contact Center Consulting Consulting 89

Uniphore

JUNE 15, 2021

Call Center Life. Your Call Center Is a Glass House. From toxic interactions to unrealistic expectations, unhappy agents have made a glass house out of call center life. From toxic interactions to unrealistic expectations, unhappy agents have made a glass house out of call center life.

Call Center 64

Call Center Contact Center Coaching Accountability 64

SharpenCX

JANUARY 6, 2021

As many as 20% of Fortune 500 companies won’t make it through 2021 in one piece. Download Now] 7 projects for you and your VP of Ops to improve call center efficiency. In a study of more than 1 million customer service calls, companies reported 34% increases in hold times and 68% rises in escalations. Forrester ) .

Call Center 67

Call Center Coaching Abandon rate Contact Center 67

Outsource Consultants

SEPTEMBER 14, 2021

That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner. The most powerful technology pairings in 2021 include call deflection, AI, and automation systems that work in harmony.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

JustCall

MARCH 31, 2021

Setting ablaze the first quarter of 2021 with interesting updates and awards worth accolades, there's a lot to share! Here's a quick brief of the latest news and product updates in 2021: 1. An update that provides sales and service reps with tangible call insights as never before. Our excitement doesn't end here!

call center software 52

call center software APIs Call Center Coaching 52

SharpenCX

FEBRUARY 4, 2021

If you’re wondering how to start a call center, chances are, what you’re really looking for is an action plan to scale your customer service team. You see, modern call centers don’t have to look like the inundated image we’re all too familiar with. Get your digital transformation toolkit. Step 2: Choose your leaders.

Call Center 67

Call Center Customer Service virtual call center Coaching 67

SharpenCX

FEBRUARY 24, 2021

Today, I’m talking about how you can realistically implement proactive customer service in your call center, no matter how big or how small. Pairing a blend of proactive service (anticipation and action based on knowledge of the customer journey) with the reactive, transactional service that makes up the typical call center.

Call Center 67

Call Center Customer Service Coaching Metrics 67

SharpenCX

MAY 11, 2021

It’s expected to spike 300% by the end of 2021. And only 7% of contact center leaders anticipate going back to a traditional contact center model through 2025. And, you have time to craft a flexible call center work from home strategy to help you reach these goals. Now, it’s time to chart a path forward.

Call Center 67

Call Center Consulting Consulting Contact Center 67

Serenova

OCTOBER 7, 2020

Coronavirus has officially kicked the work from home (WFH) trend into a permanent reality — and the call center is no exception. At the outset of the pandemic, as families rushed to stock up on toilet-paper and canned goods, contact center leaders were scrambling to transition customer service agents to remote status.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

COPC

JANUARY 15, 2024

Call centers typically see ~70% or more of their first-year attrition within the first 90 days.  Lack of Manager Support   Coaching is an integral part of an effective onboarding process. Recognize and Celebrate Success  Coaching to correct and guide is key to building proficiency and professional growth.

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Playvox

APRIL 11, 2023

But disengaged agents create challenges in a customer service center. A 2021 Gartner study found that disengaged customer service reps create a high-effort customer service experience three times as often as engaged employees do. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 3.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Balto

JULY 7, 2022

When agents make mistakes on calls that lead to negative outcomes, it’s because they forget what to say and should be coached. When agents intentionally go off script, it’s because they are improvising to get a better call outcome and should be encouraged. 2021, January 11). 2021 Contact Center Agent Survey Report?

Scripts 52

Scripts Coaching Surveys Construction 52

Beyond Philosophy

JANUARY 5, 2021

We are looking at ringing in 2021 with pleasure. Chances are you are ready to call this year last year, too. At the beginning of the pandemic, I was talking to a client who moved a 500-person call center to work from home in only 15 days. How about you? So, for better or worse, we shall do that for 2020 as well.

Consulting 221

Consulting Consulting Government Coaching 221

Fonolo

OCTOBER 27, 2020

When looking back at it, we only had about ten days to get all the hundreds of our call center associates home. I was also surprised by how many call centers were unprepared for the move to work from home. Keynote Speaker and Official Forbes Coach. . — Peter Ryan , Ryan Strategic Advisory.

Contact Center 147

Contact Center Coaching call center association Call Center 147

Fonolo

NOVEMBER 24, 2020

Read the Full Industry Report Here: Contact Center Trends 2021. ” — Kate Nasser, The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. Read the Full Industry Report Here: Contact Center Trends 2021. We had to listen to that. Consumer desires drive profitability.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

SharpenCX

APRIL 22, 2021

The good news: you can coach agents to effectively handle these situations and calm customers down. Coach agents to listen and resist the urge to be defensive. Coach agents to stop anger in its tracks. Read Next] How to give remote call center agents the support & resources they need.

Scripts 128

Scripts Coaching Call Center Accountability 128

Fonolo

DECEMBER 15, 2020

Contact centers need to be more resilient before the next crisis. Contact Center Trends 2021. Resiliency Will Be A Major Contact Center Trend Next Year. Most contact centers realized that they could have avoided unnecessary stress if they’d been proactive about upgrading technology and building more resilient systems.

Contact Center 147

Contact Center Engineering Cloud contact Technology 147

Fonolo

NOVEMBER 3, 2020

Keynote Speaker and Official Forbes Coach. The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. Younger generations are showing this as a primary driver for their decisions, so this trend will continue well into 2021.” Call Center Agents Are A Long Way from Satisfied.

Contact Center 167

Contact Center Consulting Consulting Coaching 167

Uniphore

JUNE 17, 2021

This stress, in turn, feeds into employee attrition rates—a major call center pain point. By making the digital journey as easy, frictionless and instant as possible, companies can simultaneously improve FCR and customer satisfaction—without even engaging your call center. Intro to Call Center Life.

Call Center 72

Call Center First call resolution Self service Coaching 72

SharpenCX

AUGUST 4, 2021

I’m giving you 3 projects to refresh your customer service strategy today (plus tips to start them) to round out a better 2021. Project #1: Consistently Coach and Train your Agents. Your contact center agents have to be prepared to tackle new soft and hard skills to keep up with changing norms.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

SharpenCX

DECEMBER 8, 2021

As of May 2021, nearly 70% of companies reported they plan to fully adopt a remote work or hybrid work model. So, we’ve compiled 4 clear rules to live by in your remote call center to keep agents engaged and productive while they work from home. Read Next: Four ways to Reinforce Engagement and Connection with your Remote Team.

Employee engagement 137

Employee engagement Contact Center Call Center Coaching 137

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

TeamSupport

OCTOBER 12, 2020

That’s what Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People advised when we sat down with him last Spring. 3 You're not seeing each other every day, as you would if you were all working in the same office or center. That was then. million workers. ). 9, 2020.

Customer Support 59

Customer Support Consulting Consulting Coaching 59

Fonolo

JANUARY 14, 2021

Better training for agents and leaders will be a big contact center trend in 2021 and beyond. Offer a variety of sessions and materials that include roleplay, one-on-one coaching, and even quick tips and one-pagers. It’s no secret that working at a call center can be stressful. Provide sensitivity training.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

aircall

OCTOBER 22, 2021

A lot more incoming calls. According to Aircall’s 2021 eCommerce Customer Service Experience Report, the most common reasons people seek customer service are to: Get delivery status updates (51%). When did most phone calls or messages come in during previous holiday seasons? Record calls for coaching purposes.

call center software 62

call center software Call Center call center solutions Interactive Voice Response 62

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. Please register here to attend the event on Monday, October 18, 2021, from 11:00 AM – 12:30 PM ET/8:00 AM – 9:30 AM PT.

Best practices 52

Best practices outsourcing Contact Center Call Center 52

Balto

JUNE 23, 2022

Though scripts are a cornerstone of contact centers, they have not advanced at the same pace as other industry technologies. Interestingly, our 2021 agent survey found that the primary reason that agents make mistakes on calls is because they forget their material, get bored, or get nervous. 2021, January 11).

Scripts 52

Scripts Coaching Contact Center Surveys 52

Uniphore

JUNE 16, 2021

67% of interactions involve a time-consuming diagnosis 60% of customer-assistance occupations are automatable* 30% of common call center tasks are automatable*. Many contact centers, therefore, have opted to favor outcome metrics such as First Contact Resolution or Net Promoter Score, with secondary emphasis on AHT.

Average Handle Time 59

Average Handle Time Call Center Contact Center Metrics 59

Playvox

OCTOBER 6, 2021

Now that we have an overview of the perspectives that will shape our workforce in the next three years, here are four tips to help you successfully manage a multi-generational contact center team. Training, tools, and coaching are elements that each contact center agent needs, regardless of generation. ENJOYING THIS ARTICLE?

Contact Center 75

Contact Center Management Surveys Coaching 75

SharpenCX

DECEMBER 2, 2020

With financial losses of such scale on the line, the stakes have never been higher to deliver good customer service in your call center. But it’s also never been easier to find the information you need, implement the right tools, and make incremental improvements that drive real change in your call center.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

aircall

JUNE 14, 2021

How well your teams perform reflects the quality of leadership within your call center and the way your leaders measure team performance. Effective call center leaders strive to make every team member a top performer. Call centers are a hive of activity. Average call length. Number of calls answered.

Call Center 62

Call Center Metrics First call resolution Wait times 62

Fonolo

OCTOBER 20, 2020

All those who have suffered personal losses may find themselves questioning if they want to stay in the contact center industry. Kate Nasser, The People Skills Coach, katenasser.com. That said, it’s clear that contact center executives are well aware of the issues they face staffing their contact centers.

Contact Center 126

Contact Center Coaching Education Analytics 126

Balto

AUGUST 3, 2022

If executives view their contact center as a drain on resources, either because it’s underperforming or because they don’t see its strategic importance, they will withhold those resources and outcomes will suffer accordingly. There are a lot of reasons to invest in your contact center. 2021, January 11). 2021, October 22).

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52