Fonolo

JANUARY 31, 2023

Contact center training in the most successful contact centers is an ongoing process — for every employee from the top down. Training topics may include things like: Compliance training QA training Technology/software training Sales/customer service training Why is Call Center Training So Important? Act it out.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Serenova

JUNE 20, 2019

We’ve shared before that Millennial (born between 1981 and 1996) and Gen Z (born between 1997 and 2012) agents are having major impact on the way today’s contact centers operate. These two groups now make up the fastest-growing proportion of contact center employees. And savvy contact center leaders are paying attention.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

TechSee

JULY 14, 2021

Donna Fluss , President of DMG Consulting LLC and an industry expert in IVAs, self-service and contact center automation. Prior to the pandemic, video wasn’t a commonplace thing in a contact center. Use Cases for Visual Assistance and Self Service. Donna Fluss: We know that self-service is a great use case.

Self service 207

Self service B2B Technology Engineering 207

Balto

NOVEMBER 8, 2022

Call volume is the average number of outgoing and incoming calls a contact center handles in a given time frame. The average handle time (AHR) measures the average amount of time a call center agent spends to resolve a customer’s issue. The lower the AHT value is, the more productive your contact center will be.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

OCTOBER 20, 2022

Quality assurance (QA) is critical to any thriving call center. A proper contact center QA program helps your organization retain happy customers, improve brand and voice consistency, and keep agents in check. Six Ways to Improve Call Center Quality Assurance. Defining Quality Assurance – A Quick Refresher.

Best practices 52

Best practices Call Center Gamification Coaching 52

RichCall

MARCH 21, 2018

Back in September we’ve combined the trends in contact centers for 2017. Here’s a figure from the 2016 Global Contact Centre Benchmarking Report that shows then-current and planned services in contact centers: It also predicts 9 channels in most contact centers by 2017. research new technology.

Technology 45

Technology Benchmark Contact Center Surveys 45

Fonolo

APRIL 17, 2019

This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings. How to Reduce Contact Center Costs AND Improve Customer Service. Successful case studies. Plus, so much more!

Airlines 78

Airlines Transportation Contact Center Self service 78

Vcaretec

JUNE 6, 2022

Common themes are around best practices, case studies and big successes, and predictions on the future of the industry. Attendees come from all different industries representing various functions including: call center/contact center, customer care, customer service, customer experience, operations, IT/Tech support and more.

Customer Care 52

Customer Care Wireless Education Contact Center 52

Fonolo

AUGUST 17, 2017

Find market reports, interviews, whitepapers, infographics, case studies podcasts and more, along with a weekly roundup of the latest content. This group allows professionals in the customer contact field to share best practices aimed at improving customer interactions and the experience. Understanding Industry Benchmarks.

Customer Experience 64

Customer Experience Automotive Airlines Best practices 64

Customer Relationship Metrics

MAY 17, 2017

Considering that many contact centers change or update their monitoring form because of dissatisfaction every 18-months, you probably contemplate it too often. Seeking your answers in benchmarking reports seems like an easy way to get some reassurance, but I warn you against it. ” Click to Tweet. Big Savings.

Benchmark 85

Benchmark Call Center Coaching Feedback 85

Spearline

JUNE 18, 2019

Monitor the performance of your entire telecommunications infrastructure and benchmark your performance against others in your industry using our advanced reporting features. Case study: Mastercard - Mastering the fundamentals of brand protection. ” Tom Hinds, Vice President, Global Contact Center Management, Mastercard.

Telecommunications 40

Telecommunications Interactive Voice Response Call Logging Call flow 40

Spearline

JUNE 18, 2019

Monitor the performance of your entire telecommunications infrastructure and benchmark your performance against others in your industry using our advanced reporting features. Case study: Mastercard - Mastering the fundamentals of brand protection. ” Tom Hinds, Vice President, Global Contact Center Management, Mastercard.

Telecommunications 40

Telecommunications Interactive Voice Response Call Logging Call flow 40

Fonolo

JUNE 9, 2014

In the world of contact center metrics, “service level” has always held a special place. Its origins go back over 5 decades, to the earliest days of call centers. Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA.

Service level 96

Service level Call Center Abandon rate Metrics 96

Fonolo

JUNE 17, 2015

The training you provide to your contact center employees prepares them for what’s to come in the workplace and helps them incrementally improve their skills. Handpicked related content: 5 Creative Ways to Manage Agent Shortages in Your Contact Center. Call Center Training Best Practice.

Call Center 96

Call Center Gamification Coaching Contact Center 96

NICE inContact

JANUARY 11, 2019

More recently, the topic of artificial intelligence (AI) and its role in customer care has been one that contact center managers have wanted to learn more about. It often seems that AI is becoming the answer for EVERYTHING but contact center leaders can struggle to understand how it can help specific employees with specific roles.

Quality management 18

Quality management Management Average Handle Time Chatbots 18