Callminer

MAY 11, 2020

Leveraging interaction analytics software not only provides insights into your employees’ performance, but it also offer clues about employee satisfaction, enabling managers to take proactive action before a dissatisfied or disgruntled employee becomes a more serious concern. Take responsibility. The employee feels heard and respected.

Management 273

Management Customer Experience Customer Service Coaching 273

Callminer

APRIL 23, 2019

With the advancements of computer technology, software solutions are available to automatically pause recordings when private information is shared during calls. Train agents thoroughly on everything compliance-related and integrate PCI best practices into their scripts.

Best practices 159

Best practices Call Center Banking Contact Center 159

Vistio

OCTOBER 5, 2021

He is a former technology director turned communication adviser, writing books and blogs on technology, work, and globalization. He continues to write books on the future of technology and CX, contribute to media debate, advises corporate leaders, and ghost-writes content for several leading global CEOs.

Chatbots 52

Chatbots Contact Center Banking Technology 52

Callminer

MAY 26, 2020

At the heart of most technological optimizations implemented within a successful call center are fine-tuned metrics. For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics. The more specific your surveys, the more actionable your results.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

Callminer

SEPTEMBER 23, 2020

Speech analytics tools like CallMiner Eureka , for instance, allows call center managers to monitor outbound calls for language patterns, indicators of customer sentiment, and other factors that provide insight into performance. “A good outbound sales script contains a strong connecting statement. Aim to connect.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

Callminer

JULY 30, 2020

That’s why it’s important to train your call center representatives on effective conflict resolution techniques and leverage the right technologies to support ongoing coaching and training. While sticking to set scripts can be helpful, being genuinely concerned with solving customer concerns helps customers feel valued. HealthMarkets.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Comm100

FEBRUARY 25, 2020

When Google Analytics, or the web insights tool you use, is integrated with your customer engagement platform, web activity data can be used to trigger automated proactive live chat messages at the optimal moments. Recommended for you: 8 Proactive Chat Best Practices with Ready-to-Use Scripts. We hope so!). Download Now. Whitepaper.

CRM 64

CRM B2B Accountability Healthcare 64

Comm100

FEBRUARY 25, 2020

When Google Analytics, or the web insights tool you use, is integrated with your customer engagement platform, web activity data can be used to trigger automated proactive live chat messages at the optimal moments. Recommended for you: 8 Proactive Chat Best Practices with Ready-to-Use Scripts. We hope so!). Download Now. Whitepaper.

CRM 52

CRM B2B Accountability Healthcare 52

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. Michael Mancinone. peoplogica.

Management 207

Management Customer Service Consulting Consulting 207

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. Michael Mancinone. peoplogica.

Management 182

Management Customer Service Consulting Consulting 182

Transparent BPO

DECEMBER 3, 2019

TBPO: What does the future look like regarding AI, voice assistants, and other forms of self-service technology? What we’re seeing now is that technology can only take you so far when it comes to generating loyalty to or interest in a brand that’s going to want to make a customer keep coming back.

outsourcing 62

outsourcing Customer Experience Contact Center Enterprise 62