SharpenCX

JUNE 28, 2023

Improved ACR means the number of additional contacts from the same customer decreases, improving efficiency, call quality, and customer satisfaction. When call center software is designed specifically with the agent in mind, new hires get up and running faster, leading to increased time to value.

Call Center 67

Call Center Metrics call center software Contact Center 67

SharpenCX

JUNE 29, 2021

Coaching for Empathy: Guaranteed, you have some amazing agents in your call center who are empathic-pros. As you work on upskilling less experienced agents, use the work of high-performing employees to illustrate what empathy looks like on a customer call.

Customer Service 67

Customer Service Coaching Call Center call center software 67

Fonolo

JANUARY 31, 2023

Still have questions about call center training? What is Call Center Training? Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

Fonolo

JUNE 17, 2015

Use speech analytics to identify training needs. What is call center training? Call center training is any course, seminar, video, coaching session or other activity that teaches the skills and behavior required for success in a call center. Use speech analytics to predict training need.

Call Center 96

Call Center Gamification Coaching Contact Center 96