JustCall

MARCH 9, 2023

Deploying the services of an artificial intelligence coach is a thing now. Organizations are using an AI call coach for sales reps looking to improve their job skills and enhance their training. In fact, middle-ranked agents are incrementally benefiting from an AI coach to improve their performance.

Coaching 52

Coaching Call Center Construction Best practices 52

ShepHyken

DECEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article has a few other ideas worth considering. This article makes the case that winning your customers back is also less expensive.

Customer Service 183

Customer Service Coaching Marketing Call Center 183

SharpenCX

MARCH 25, 2021

But how can you effectively coach and improve the performance of a dispersed workforce? Ramping up quality management in your call center is crucial to keeping performance high and teams operating in sync, no matter where they’re working. What can speech analytics do for my call center?

Coaching 67

Coaching Analytics Call Center Quality management 67

Fonolo

JANUARY 21, 2021

Ready to level up your call center team this year? TIP: Common KPIs for contact center agents can include Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction score (CSat). Check out this article for more info. Offer coaching sessions. Set your KPIs.

Call Center 176

Call Center Construction Average Handle Time First call resolution 176

SharpenCX

JULY 26, 2023

But perhaps you’re sitting on all of your call center data. It’s time to stop viewing call center metrics as an end result. What is Call Center Data? Call center data is any information that comes from customer interactions in your contact center. It reduces call center costs.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

CX Global Media

NOVEMBER 13, 2018

And leading contact centers are modernizing their learning to keep pace. Get ready, because the modern call center school for supervisor skill development is much different than the old-school ways. And the more broader community perspective meets the needs of today’s worker – it’s the modern call center school approach.

Call Center 278

Call Center Contact Center Coaching Employee engagement 278

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Find out what you can do today to boost efficiency and improve call center performance by reading our pros’ responses below.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Global Response

AUGUST 7, 2023

There’s a lot of discussion about employee empowerment today, but call center agents are a unique type of employee with unique roles and needs. So, how do you create empowered call center agents who can deliver great service day-in and day-out? We’ll show you how in this article.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

NobelBiz

MARCH 19, 2024

Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Table of Contents What is a Call Center Dashboard?

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Global Response

DECEMBER 21, 2023

Cultural and Language Alignment with Customers Cultural and linguistic alignment makes a massive difference in the quality of customer service provided, and it’s obvious that US-based call centers will have a stronger cultural and linguistic alignment than those that are located further away.

Call Center 62

Call Center outsourcing Finance Healthcare 62

Global Response

MAY 1, 2023

Is workforce management really necessary for call centers? The short answer is yes, but if you’re currently swimming in a sea of workforce management softwares, or looking for ways to make your call center processes more efficient, it might seem overwhelming.

Call Center 62

Call Center Management outsourcing Coaching 62

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. The drastic changes of the past few decades have caused a complete shift to high-tech modern solutions, where software has become key in transforming day-to-day call center operations.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

NobelBiz

JUNE 19, 2023

By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment. In a call center setting, real-time monitoring refers to the continuous observation and analysis of customer interactions as they occur.

Call Center 52

Call Center Coaching Contact Center Metrics 52

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!)

Call Center 52

Call Center Call flow Coaching call center software 52

Playvox

JUNE 10, 2022

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive.

Coaching 69

Coaching Contact Center Average Handle Time Best practices 69

Quality Contact Solutions

MARCH 18, 2021

By Alejandra Gerbe, Operations Manager Finding the right inbound call center outsourcing partner can be a daunting decision for many businesses, but it does not have to be. Quality Contact Solutions understands the intricacies and nuances that come with leading an inbound call center.

outsourcing 98

outsourcing Call Center Call flow Coaching 98

CSM Magazine

AUGUST 31, 2023

Inbound call centers are crucial in any business as they serve as the first point of contact for consumers seeking assistance or information about a particular product or service. An inbound call center is a type of customer service center where agents receive incoming calls from customers who need assistance with a product or service.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

JustCall

MARCH 22, 2022

It involves continuous efforts to coach and better sales teams. Sales coaching plays a key role in raising a high-performing team of sales representatives. But statistics show that with excellent sales coaching, sales teams can attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 52

Coaching Sales Scripts Construction 52

The Call Center School

SEPTEMBER 11, 2019

From elevated productivity to increased morale, better performance, and heightened engagement, the benefits of successful call center coaching are plentiful. And yet, coaching in contact centers is often times executed ineffectively or neglected.

Coaching 59

Coaching Construction Morale Contact Center 59

Tethr

FEBRUARY 13, 2020

If so, you probably either have experience managing call center agents or you are one. Deloitte Consulting’s study on contact centers found that large call centers with more than 500 agents experience turnover rates of 50 percent or higher annually. The cycle of call rep churn is vicious. Sound familiar?

Call Center 81

Call Center Coaching call center software Benchmark 81

SharpenCX

FEBRUARY 18, 2020

Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook. How do you need to grow your call center manager skills to be the best manager for your team? To coach your agents towards growth, you have to know what they’re shooting for. A Good Coach.

Call Center 84

Call Center Coaching Management Contact Center 84

NobelBiz

APRIL 3, 2023

As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

Global Response

JULY 23, 2023

In this article: six key reasons to avoid hiring a call center—and what you might do to overcome these challenges. The Dreaded Language Barrier The Problem: This is one of the biggest obstacles and common complaints of working with a call center, especially if you work with an offshore partner.

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

Quality Contact Solutions

DECEMBER 31, 1969

With almost twenty years as an operations manager that is responsible for leading a team of business to business salespeople in an outbound and inbound call center setting, I’ve had the opportunity to reflect on why I enjoy my work and see it as worthwhile work. Many other Outbound and Inbound call center managers would agree with you.

Call Center 66

Call Center Telemarketing Construction Coaching 66

CSM Magazine

FEBRUARY 22, 2023

Providing excellent customer service is key to the success of your call center, and having sound strategies in place can help make that happen. Follow these helpful tips to ensure a smooth running call center environment in 2023.

Call Center 52

Call Center Scripts Coaching Feedback 52

NobelBiz

JUNE 5, 2023

However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them. According to a report by SmallBizGenius , sales representatives must make an average of 18 calls to reach one potential buyer.

Call Center 52

Call Center Scripts CRM Contact Center 52

Calltools

AUGUST 5, 2020

You may discover that your call center saves money by moving agents off-site. In this article, you will learn about the difficulties of managing remote call center agents, and some ways that you can overcome those challenges. Managers can also listen silently to calls without letting the employee or customer know.

Call Center 52

Call Center Management Interactive Voice Response Real estate 52

NobelBiz

FEBRUARY 15, 2023

You must assist the call center in ensuring the accuracy of its quality measurement procedures. Calibration sessions serve this purpose for call centers. This article decodes the function and best practices for call calibration. A calibration session brings together all call center supervisors and managers.

Calibration 52

Calibration Call Center Call Logging Quality management 52

Quality Contact Solutions

MAY 4, 2021

It’s not any different if you’re trying to find an inbound call center outsourcing partner. Finding an inbound call center outsourcing provider doesn’t have to be complicated or overwhelming. Here are seven inbound call center outsourcing tips for finding the right partner to support your business.

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

SharpenCX

APRIL 7, 2020

Download Now: 7 tactics to coach your agents, no matter where they’re working. As your customer service team adopts this virtual call center model, let’s review essential remote work trends you need to ensure your call center team maintains customer experience and productivity.

virtual call center 104

virtual call center Call Center Coaching Contact center software 104

Playvox

SEPTEMBER 30, 2021

Incorporating gamification into your training and coaching programs is one way to help decrease boredom that sometimes comes with traditional training methods. Related: Three Highly Effective Strategies to Retain Call Center Employees. Related: 12 Easy And Creative Call Center Rewards And Recognition Ideas.

Gamification 52

Gamification Call Center Contact Center Coaching 52

CSM Magazine

JUNE 8, 2021

As you are aware, most call centers transitioned to working from home (WFH) due to the current pandemic while a few continued to work in the regular brick-and-mortar format. In this way call centers will be able to retain engaged, high performing call center agents. About the Author.

Call Center 75

Call Center Morale Coaching Customer Service 75

GetFeedback

SEPTEMBER 2, 2019

Our list of the top CX articles of 2019 covers all these topics and more. . Article No. We start our list with this article from The Wall Street Journal. ’ Article No. David Nour is the author of ten business books, a leadership advisor and executive coach. March 26, 2019 | David Nour | Inc. In the Inc.

Customer centricity 84

Customer centricity Airlines Finance Technology 84

SharpenCX

JUNE 11, 2020

Yet contact center leaders still struggle to engage agents, develop their teams, and improve performance. Coaching and training in the contact center misses core components that make it stick. Download Now: Get real about coaching agents with these 7 methods you can apply today. That approach doesn’t work. You can fix it.

Call Center 76

Call Center Coaching Contact Center Feedback 76

NobelBiz

APRIL 18, 2022

On the surface, increasing the efficiency of your call center appears to be a simple and straightforward process. Simply reduce the amount of time spent on the phone with clients, which gives you more calls handled in a day and hence more efficiency for your business. What is call center efficiency?

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

Zingtree

APRIL 5, 2018

Keeping your customers happy is only half of the battle in call centers today – making sure that your call center agents and supporting employees are happy, productive, and well-informed is another huge piece of the customer service battle. Tips for Lowering Agent Attrition.

Call Center 58

Call Center Coaching Construction Contact Center 58

SharpenCX

AUGUST 26, 2020

That’s why today we’re talking about how effective leaders put performance over presence when managing a call center. You’re not expected to be the expert at every little thing about call centers, but you should have enough knowledge to manage your team effectively. Let’s get started! A recent U.S. Competency. Commitment.

Call Center 67

Call Center Abandon rate Management Benchmark 67