Balto

MAY 23, 2022

Ugh, Call Center Coaching…Let’s talk about it. . Ok, Call Center Coaching…what is it? Such gripping narratives use exhilarating phrases like “annual performance review,” “call center coaching tools,” and “telephony integration.” Defining the Challenges with Call Center Coaching.

Coaching 52

Coaching Call Center Average Handle Time Entertainment 52

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

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

SharpenCX

DECEMBER 9, 2020

If that’s the case, you have to get creative to handle spikes in call volume, so you can avoid an overload of abandoned calls. One tried-and-true fix is to consider ways to reduce your Average Handle Time (AHT) , while still giving quality service, of course. Make your menu options clear and comprehensive.

Abandon Call 67

Abandon Call Metrics Call Center Interactive Voice Response 67

Tethr

JANUARY 30, 2020

The development of bots and automated messaging has particularly transformed the world of call centers, enhancing the role of agents around the world. This is also true with the call center quality assurance function. But has the time come to reevaluate the usefulness of the call center QA function altogether?

Call Center 80

Call Center Scripts Average Handle Time Entertainment 80

TechSee

JUNE 25, 2019

For example, the technology can identify patterns that indicate a customer’s intent based on web activity or text and route the call or chat to the appropriate agent. Intent prediction enables call centers to up their game by giving customers the assistance they need in the way they want it. Emotion analytics. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122