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

Callminer

NOVEMBER 9, 2020

Call center fraud is no laughing matter. Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. Use information only the caller and agent would know.

Call Center 345

Call Center Banking Accountability Contact Center 345

Comm100

OCTOBER 17, 2017

Before “customer service” was even a thing, the Seven Deadly Sins existed as a guideline for moral living. White Paper] The Guide to Becoming a Top Performing Live Chat Operator. The “bad” pile almost always ends up in the office and gets added to the pile of snacks and junk food found in call centers around the world!

Customer Service 49

Customer Service Morale Interactive Voice Response Banking 49