JustCall
MARCH 10, 2023
Customers do not have to wait in queues or be put on hold, and issues get resolved in the very first call. Fortunately, call center call flow is a secret ingredient that can bring you one step closer to this utopia. Here’s everything you need to know about call flows. What is Call Flow?
Robert Davis
JANUARY 13, 2020
Let’s talk about the value of a coach in someone’s life. A coach can do that. At every level of sports, we see coaches who help the team perform and do what they can. Individuals are searching for coaches as personal trainers or as life coaches. It is clear that the coach’s role is important.
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Babelforce
AUGUST 4, 2023
When it comes to customer support, answering a call blind is never ideal. But it wouldn’t really be practical for the call center manager to hover over each agent coaching them on the right way to approach each customer. Luckily, call whispering is the next best thing (and far less unnerving!) Quality assurance.
Robert Davis
NOVEMBER 11, 2019
But are you maximizing sales results on every call by attempting to sell additional products and services across the board? In your customer care queue, you have ideal opportunities to review customer accounts and determine if additional products or services should be offered. In our training and coaching programs, Robert C.
SharpenCX
FEBRUARY 17, 2021
Look to vendor partners who offer up crucial coaching and development tools like scorecards, call recordings and transcriptions. Your ability to access 100% of your agent’s recorded phone calls is fundamental to building a coaching program backed by context. Do your agents all have the same skill set?
aircall
DECEMBER 16, 2022
Coach your team in real-time . Having features that let you coach and train your team discreetly empowers you to support team members in real-time and curate the best possible experience for your customers. Entry-level features: Contact tagging, click-to-call, desktop notifications, ring groups, call flow designer .
Interactions
APRIL 14, 2021
Virtually every credit and collections conversation involves the gathering of personally identifiable information, including account ID, social security number, and payment information. Post-call summarization and analytics can describe the actions in the call and assess agent performance to identify opportunities for coaching.
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