Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. How accurate is your forecast to actuals?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Fonolo

SEPTEMBER 27, 2016

Operating a successful contact center is rarely a simple undertaking. As any customer support manager knows, there are a number of crucial factors that come into play when looking to succeed in the call center world. We often hear from call center managers who are trying to improve their call metrics with our solutions.

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

SharpenCX

MARCH 24, 2021

Does your call center need a software and process makeover? If you want to keep up with the Joneses, you may have heard joining the fleet of cloud call centers is on the radar of most customer service leaders. But finding the best cloud software for your call center’s needs can feel daunting.

Call Center 67

Call Center Technology Customer Service call center software 67

Fonolo

JUNE 9, 2020

If you want to improve call center performance, getting to know your Key Performance Indicators (KPIs) is a great starting point so you can begin making data-driven decisions. The following KPIs are essential for measuring the activities and effectiveness of your contact center agents. Average Handle Time (AHT).

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

JustCall

DECEMBER 10, 2020

The quick resolution power of agents comes from experience, that begins with effective call center training. Man­agers supervising a call cen­ter or a contact center know that their agents require regular call center train­ings. Why call center training of agents? Delivers quality service.

Best practices 52

Best practices Call Center Sales Average Handle Time 52

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition. What is hyper efficiency in a contact center?

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

SharpenCX

FEBRUARY 25, 2020

Stress is a reality in the workplace, especially in call centers. There are times it can feel like weeks since you heard a customer say something positive. Call centers are the front lines. But reducing call center stress (for you and your agents) matters. Customer-facing roles are stressful.

Call Center 76

Call Center Morale Metrics Abandon rate 76

Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? Once an employee reaches burnout stage, you’re in crisis mode. It develops silently over time. Doing so might drive some new excitement.

Morale 100

Morale Agent burnout Contact Center Coaching 100

SharpenCX

MAY 26, 2020

It’s common for some business leaders to view their contact center teams as an afterthought. This isn’t helped by contact centers’ notoriously high turnover rates. Call center jobs are, too often, chalked up as entry-level roles. With effective and frequent customer service training and coaching.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

Serenova

MAY 29, 2020

To elevate customer interactions, now is a good time to look for more ways to leverage your IVR to free up agents for the most complicated needs requiring human touch. Monitor agent calls for coaching opportunities. You’ll improve customer experience metrics like average handle time and first call resolution.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

To elevate customer interactions, now is a good time to look for every way you can leverage your IVR to free up agents for the most complicated needs requiring human touch. Monitor agent calls for coaching opportunities. You’ll improve customer experience metrics like average handle time and first call resolution.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

OctopusTech

MARCH 1, 2023

Most companies will set up or adopt a call center to field customer service requests and complaints. These call centers organize phone support queues and equally distribute calls to reps on the service team. What Are Inbound Calls?

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

SharpenCX

MAY 16, 2022

Outbound contact centers are often considered synonymous with spammers, but when run ethically and with the right purpose, they can play a critical role in deepening your relationships with your existing customers and connecting with new ones. Inbound Vs. Outbound Contact Centers. Average Handle Time (AHT).

Contact Center 67

Contact Center Scripts Call Center call center software 67

COPC

JUNE 9, 2023

For example, when adding a new product that requires program support, where interactions related to this product are frequent but brief, it may be necessary to adjust the average handle time (AHT) target to accommodate this change. These scorecards serve as a valuable tool during monthly coaching sessions with agents.

Management 52

Management Coaching Metrics Average Handle Time 52

SharpenCX

MARCH 4, 2021

When company leaders want to unlock more revenue or put a nail in the coffin of customer churn, how do you show them the impact of your call center operation? Turns out, only a measly 1% of contact center leaders feel fully confident in their current data strategy. Managers (I’m looking at you!)

Analytics 67

Analytics Average Handle Time Management Metrics 67

Playvox

APRIL 4, 2023

Replacing agents lost to attrition is costly — averaging more than $14,000 per agent. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. According to Gallup , 70% of the variance in team engagement is determined by the team’s manager.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

NobelBiz

MAY 2, 2023

Low contact rates In the beginning, we need to understand that the Contact Rate has nothing to do with the skills of your salespersons or agents and everything to do with the call center technology being used. Not even the best salesmen in the universe can make a difference if the calls or contact attempts are not being answered.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

Monet Software

APRIL 24, 2020

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. No longer is the company limited to the talent pool surrounding the contact center.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Strategies in Optimizing Call Center Customer Support for Increased Revenue. For companies looking to establish a customer-first mindset at their call center, the essential part is to understand the customers in terms of their interests, behavior and needs. Share responsibility and construct a common goal.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Customer Relationship Metrics

JULY 26, 2017

Effective setting of employee expectations is a critical part of successfully leading and managing a team. When an employee fails or performs poorly, call center managers typically do not blame themselves or the system. A Towers Watson survey, shows that only half of managers set effective employee goals.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

SharpenCX

FEBRUARY 10, 2021

Because most of the time, your call center system automatically collects and funnels it to your reporting engine. It helps you identify trends and patterns beyond your traditional call center metrics. problematic journeys in your call center. . Interaction data. Qualitative feedback.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

Serenova

AUGUST 25, 2020

This article provides a roadmap for how call centers can leverage workforce management solutions to optimize customer experience and employee engagement. Workforce Management (WFM) refers to the process of maximizing performance and employee contributions within an organization. What is Workforce Management?

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

Verint

DECEMBER 13, 2017

When you can evaluate many more calls, you can get a better understanding of your agents’ performance and take appropriate action to automatically assign coaching exactly when and where it’s needed. Increase Employee Engagement by Providing Transparency. helping your organization to create a better customer experience.

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Quality management 26

Fenero

SEPTEMBER 15, 2018

Cramped in a cubicle for 9-10 hours a day, leashed to a desktop, answering calls of angry and frustrated customers, and getting paid $10/hour is not exactly a lucrative profile. While not every call center fits the description above, many do. that are customer-centric and employee focused. But not everybody is cynical.

Call Center 13

Call Center Morale virtual call center Metrics 13

BlueOcean

JUNE 26, 2018

What does a “rooms per shift ratio” have to do with contact center operations, you might ask? In the contact center, Average Handle Time is an important metric, but if an agent feels rushed to finish a call, the quality of the customer experience could be negatively impacted.

Customer Service 141

Customer Service industry standards Contact Center Average Handle Time 141

Serenova

AUGUST 25, 2020

This article provides a roadmap for how call centers can leverage workforce management solutions to optimize customer experience and employee engagement. Workforce Management (WFM) refers to the process of maximizing performance and employee contributions within an organization. What is Workforce Management?

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

TechSee

JUNE 4, 2019

Everyone knows that time equals money, right? Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Call center training priorities. Gamification is an immersive, exciting experience that engages and motivates agents.

Call Center 117

Call Center Technology Gamification Coaching 117

Fenero

JANUARY 20, 2019

Cramped in a cubicle for 9-10 hours a day, leashed to a desktop, answering calls of angry and frustrated customers, and getting paid $10/hour is not exactly a lucrative profile. While not every call center fits the description above, many do. that are customer-centric and employee focused. But not everybody is cynical.

Call Center 8

Call Center Morale Automotive Metrics 8

Playvox

MARCH 19, 2024

AI enables customer service organizations to: Perform routine, simple tasks that are usually done by a human, improving productivity Automate basic requests that improve customer experiences Enable the workforce to efficiently handle more complex requests Contact center leaders tend to leverage AI for task automation as the low-hanging fruit.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Playvox

MARCH 27, 2023

This approach can make training more engaging and enjoyable, which can lead to better retention and application of the learned skills. Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance.

Contact Center 84

Contact Center Gamification Coaching Quality management 84