Balto

OCTOBER 20, 2022

For example, if it’s essential that most of your customer calls are resolved in a set amount of time, a QA program can be implemented to help track this to see how your agents are doing against a given benchmark. It’s vital that you have a point person or persons assigned with complete ownership of your call center QA process.

Best practices 52

Best practices Call Center Gamification Coaching 52

Fonolo

JANUARY 31, 2023

TIP: Using interactive online training techniques with video conferencing can give agents opportunities to engage with their team mates on a more personal level. During this training, encourage your agents to find ways to personalize their messaging for each profile. Involve your employees in data collection and analytics.

Call Center 141

Call Center Contact Center Coaching Gamification 141

CSM Magazine

AUGUST 5, 2021

Replace whiteboards with dashboards – the opportunity to benchmark self-performance is a fundamental part of agent empowerment and it shouldn’t stop just because the majority of agents are working from home. Meanwhile, build-in time for mentoring and personal development for remote workforces. 5 Ways to Simplify the Agent Experience.

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

JustCall

MARCH 9, 2023

So, while you’re on the call with the customer, the solution can leverage AI, NLP, and machine learning in real-time to provide insights and situational prompts to help personalize your pitch and say just the right things that land well with customers and prospects. In some cases, conversation intelligence software can work in real-time.

Coaching 52

Coaching Sales Chatbots Analytics 52

ProProfs Blog

AUGUST 6, 2021

Are they able to balance their personal-professional life? Employee engagement platforms comes with interesting features like customizable templates, advanced analytics, feedback forums, and so on. Best employee engagement software has an option to analyze survey responses via advanced AI analytics. Advanced Feedback Analysis.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

JustCall

AUGUST 10, 2022

Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Internal extensions – Each agent is given a personal extension line so customers can reach them easily. Voicemail – Voicemail can be enabled with personalized greetings. Alt-Text: Aircall Analytics.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

VHT

OCTOBER 18, 2018

The bot features a cheeky personality and will discuss late-night snacks, tv re-runs and weekend plans to help the involuntarily awake pass the time. They can also access customer history, account information and product lists to personalize service or offer upsells. Knowledge Management Systems.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Fonolo

JUNE 17, 2015

Use incentives and gamification. Use speech analytics to identify training needs. It takes a lot more than watching a video on empathy to actually be an empathetic person. These can then be added to their personal training plan and monitored at regular updates. Use incentives and gamification.

Call Center 96

Call Center Gamification Coaching Contact Center 96

Playvox

JUNE 22, 2023

These metrics or key performance indicators (KPIs) are put in place to help leaders benchmark and track improvements to agent performance, call center operations, and ultimately how these metrics lead to improved customer service delivery and outstanding customer experience.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

aircall

MARCH 22, 2021

Here’s a brief look at some of the best small business tools for startups : Cloud-based phone system with dashboard analytics – This lets you set up toll-free and international numbers for a local presence, cut down on startup expenses by setting up a virtual call center, and much more. Facilitate ease of internal communication.

CRM 62

CRM Sales voip APIs 62