Balto

AUGUST 23, 2024

Here’s the good news: in 2024, we have a wide array of capable call center quality assurance software solutions that can streamline QA processes, automate manual tasks, and deliver insightful reports to support decision-making. The post Top 5 Call Center Quality Assurance Software for 2024 appeared first on Balto.

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CCNG

JULY 10, 2024

In this article, we’ll explore five pivotal technical trends poised to revolutionize contact centers in 2024: the GenAI self-service revolution, the emergence of the contact center agent as a talent, the game-changing Agent Copilot, the empowering Supervisor Copilot, and the engaging power of gamification.

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Contact Center Gamification Brand ambassadors CCNG 195

DMG Consulting

SEPTEMBER 12, 2023

Especially beneficial for new hires and supporting work-at-home/hybrid staffing models, RTG expedites the agent ramp-up process by providing an “always available” coaching/ training resource.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

Amplifai Coaching Category

MAY 10, 2024

Explore the best Call Center QA Software of 2024 with our comprehensive guide. Find the perfect call center QA solution to elevate your contact center's quality, compliance, and customer satisfaction.

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CSM Magazine

SEPTEMBER 21, 2023

The time is flying too fast and if you are planning to launch your own project in 2024, it’s already a good moment to start considering different ideas. What are the most promising ideas in 2024? Or you can build an app for online training with personal coaches or in groups.

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Gamification Coaching Education Consulting 59

ChurnZero

JUNE 28, 2024

In early 2024, ChurnZero and SuccessCOACHING launched a confidential survey asking customer success managers (CSMs) to give in-depth insights on their roles and how they feel supported on a daily basis. You can view the 2024 CSM Confidential Report and its findings here. 1: Equip your CSMs to sell. I didn’t have a very good experience.

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ChurnZero

JANUARY 4, 2024

Expanded roles and responsibilities: how will customer success evolve in 2024? 2024 will be the year that CS teams create and execute on segment-specific playbooks that combine products, service offerings, and proactive engagements that align to value.” We asked ChurnZero’s industry network of CS experts to weigh in.

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Amplifai Coaching Category

JUNE 4, 2024

Explore features, benefits, and considerations to find the perfect solution for your contact center in 2024. Discover the top 13 call center performance management software.

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Call Center Management Contact Center 52

Amplifai Coaching Category

MAY 9, 2024

Explore the best Call Center QA Software of 2024 with our comprehensive guide. Find the perfect call center QA solution to elevate your contact center's quality, compliance, and customer satisfaction.

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Call Center Contact Center 52

Amplifai Coaching Category

MARCH 5, 2024

Discover the best call center gamification software for 2024. Boost agent engagement, performance, and customer satisfaction with our expert guide.

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Gamification Call Center 52

Amplifai Coaching Category

MAY 29, 2024

Featuring the latest trends in customer experience, customer service quotes, and tips for 2024 55+ Customer Service Statistics.

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NobelBiz

FEBRUARY 13, 2024

In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. Call Whispering Call whispering allows supervisors to coach agents during live calls by providing them with information or advice without the customer hearing, improving the quality of service in real-time.

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call center software Call Center Interactive Voice Response Contact Center 59

24-7 InTouch

MAY 30, 2024

Winnipeg, MB – May 30, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has been recognized as a Leader by Frost & Sullivan in the 2024 Frost Radar for Customer Experience Management in North America.

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Customer Experience Coaching Best practices Government 59

ChurnZero

MAY 15, 2024

The issue, however, is that interpersonal leadership skills alone won’t help CSMs hit their goals in 2024. Download the 2024 CSM Confidential Report here. 45%) Coaching and mentoring our team. (43%) Our top three results: Making time for me when I need them. (73%) 73%) Supporting CSMs in difficult customer situations. (71%)

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Amplifai Coaching Category

SEPTEMBER 25, 2024

We're thrilled to announce that AmplifAI has been recognized as a Gartner Cool Vendor in Customer Service and Support Technology for 2024.

Technology 52

Technology Customer Service 52

Amplifai Coaching Category

JULY 22, 2024

25+ gamification statistics showcasing its impact on employee productivity, customer engagement, and business growth. Learn why 70% of top companies are already using gamification in their organization and why you should be too.

Gamification 52

Gamification 52

Hodusoft

MAY 29, 2024

Capterra’s 2024 Shortlist for Auto Dialer Capterra is an Arlington, Virginia-headquartered company that was founded by Michael Ortner and Rakesh Chilakapati in 1999. The company included HoduCC in its coveted 2024 Shortlist for Auto Dialer.

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Interactive Voice Response Contact center software CRM Contact Center 52

DMG Consulting

AUGUST 13, 2024

Bringing Shrinkage Under Control August 2024 Shrinkage measures the percentage of time agents who are scheduled to handle a forecasted activity are unavailable to perform this task. breaks, lunches, paid time-off (PTO), holidays, training, team meetings, individual coaching sessions, etc.), unplanned events (e.g.,

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ChurnZero

SEPTEMBER 6, 2024

It takes a focused team with strong listening and coaching skills, a deep understanding of your product, a curiosity to understand customer goals, and a proactive, strategic approach to engagement. Join us at ZERO-IN 2024, the essential conference for customer success leaders, this October. Watch the webinar in full here.

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Coaching Upselling SaaS Sales 52

ChurnZero

FEBRUARY 8, 2024

Last month, ChurnZero’s article on customer success trends for 2024 came with a warning for CS teams and their leaders from one contributor. 2024 is when “more with less” starts to see diminishing returns,” predicted Ryan Johansen. Will we really see additional stress for CSMs in 2024?

Morale 52

Morale SaaS Coaching Management 52

Connect

APRIL 18, 2024

The technology can also boost agent productivity with automation, real-time guidance, and performance coaching and enhance operational efficiency by reducing costs, optimising resources, and enabling data-driven decisions. However, Gen AI is not a plug-and-play solution.

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Virtual Agent Chatbots Average Handle Time Engineering 89

Amplifai Coaching Category

AUGUST 24, 2024

Understanding the Gartner® Hype Cycle™ and the role of Everyday AI in Contact Centers is crucial to pinpoint and choose the best AI-powered solutions that drive productivity, efficiency, and ultimately revenue.

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Contact Center 40

JustCall

AUGUST 8, 2023

billion by 2024. With real-time AI insights and prompts, JustCall helps improve agent coaching, training, and monitoring, leading to immediate ROI. The AI-powered call scoring feature enables assessment of all sales and support calls, identifying top-performing agents and areas that require additional coaching.

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Chatbots Customer retention Coaching Feedback 52

Playvox

APRIL 4, 2023

To keep engagement up, feedback should be focused on coaching rather than micromanaging. A coaching solution that automatically delivers feedback on how to improve can be very effective. It’s also important to understand the best way to coach each team member.

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Contact Center Agent burnout Morale Coaching 78

NobelBiz

SEPTEMBER 17, 2024

In the article, we’re going to discuss how VoIP works and why it’s a great choice for your business, with some of the best VoIP service providers in 2024. billion by 2024, growing at a CAGR of 9.1% from 2019 to 2024. Here are some of the top VoIP service providers in 2024.

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CSM Magazine

MAY 8, 2024

In fact, a recent survey by Metrigy found that more than 80% of companies are increasing their AI spending in 2024; the top reason, cited by 75.4% of those companies, is that they recognize the efficiencies AI brings. The possibilities of utilizing AI as a tool to supplement CX practices seem plentiful.

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Customer Service Contact Center outsourcing Coaching 52

Horizon CX

FEBRUARY 29, 2024

Provide Ongoing Support and Feedback : Offer ongoing support, coaching, and feedback to employees to help them continuously improve their customer service skills. Click HERE to learn more about HorizonCX: Karl Sharicz – Founder, CEO – HorizonCX | March 2024 The post The Power of Purging Perfunctory Performance appeared first on Horizon CX.

Morale 52

Morale Customer centricity Upselling Feedback 52

3CLogic

JANUARY 9, 2024

So, how can your organization stay competitive in 2024? How to Stay Competitive in 2024 with Unmatched Customer Experiences 1. Supporting Capabilities: AI Coaching, Voice-Enabled Self-Service, AI-Powered Analytics and Reporting 4. In 2024, simplicity is a top strategy for success. The cost and complexity are increasing.

Contact Center 52

Contact Center Interactive Voice Response Self service CRM 52

Hodusoft

JANUARY 3, 2024

Live monitoring and agent coaching Live monitoring allows supervisors to listen in on ongoing calls in real-time, providing immediate feedback and coaching to agents. The softphone application allows agents to make calls directly from their computers, streamlining the calling process and providing a seamless communication experience.

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Contact Center Contact center software Interactive Voice Response Wait times 59

MiaRec

JANUARY 15, 2024

Call Centre Helper | MiaRec Tatiana Polyakova, our COO at MiaRec, joins Call Centre Helper to share with you a glimpse of what's on the horizon for MiaRec in 2024. In 2024, we're set to introduce a range of exciting updates that will revolutionize the way contact centers operate. And that's just the beginning! Curious to learn more?

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Balto

JANUARY 22, 2024

We’ll help you understand how generative AI can skyrocket your contact center’s efficiency, improve data analysis capabilities, streamline QA and coaching processes, and make customers happier. The manual, time-consuming approach means that you’ll have to compromise and make your coaching sessions much more generic than they should be.

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Contact Center Coaching Average Handle Time Scripts 52

JustCall

APRIL 9, 2024

Features to look out for in a VoIP dialer Here are six key features you should prioritize in a 2024 VoIP dialer: Advanced auto dialing: Automate the dialing process with features like auto dialing, predictive dialing, and progressive dialing. These tools support knowledge sharing, coaching, and real-time support for agents.

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voip Sales Scripts CRM 40

JustCall

APRIL 23, 2024

AI-powered call scoring can help with this and can directly impact the speed and quality of how managers coach their teams. That’s great for outreach but a nightmare for managers who need to score reps on call performance. 5 of the best predictive dialers for call center and inside sales 1.

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call center software Sales CRM Analytics 52

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. In the 2024 CX West Conference: “The key message from every panel was this: The revenue team that connects the most dots wins the customer.”

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Chief Customer Officer Customer centricity Airlines Metrics 62

NobelBiz

SEPTEMBER 24, 2024

billion by 2024, growing at a CAGR of 9.1% from 2019 to 2024. Call Monitoring and Coaching : Managers can monitor calls in real time and provide feedback to agents for improvement. Some alternatives are known for their smooth onboarding processes and easier-to-navigate dashboards The global VoIP market will reach $194.5

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voip Interactive Voice Response CRM Contact Center 52

ChurnZero

MARCH 7, 2024

If you’re a customer success leader in 2024, you’ve probably spotted the signs of stress among your CSMs over the last 18 months. You might be feeling the pressure too, and wondering if you’re the only manager affected. It’s a good way to have your team walk through what’s most important so that they can organize their day around it.

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