Fonolo

SEPTEMBER 30, 2022

While product knowledge, scripts, and protocols are important parts of training your agents, neglecting call center soft skills can affect your call center’s performance. TIP: Your veteran agents are your best resource. Something people don’t often think about is how much time and effort is spent managing customer emotions.

Call Center 81

Call Center Scripts Contact Center Average Handle Time 81

JustCall

MARCH 6, 2023

Provide regular feedback and coaching Providing regular feedback and coaching to agents can increase agent productivity by helping them identify areas for improvement, set goals, and track progress. To be effective, feedback and coaching should be specific, timely, and delivered in a constructive and supportive manner.

Coaching 52

Coaching Call Center Scripts Construction 52

Playvox

FEBRUARY 1, 2024

The meaningful insights from consumer sentiment analysis are an essential component of a customer-centric strategy because they indicate the actions needed for improvement. What Is Customer Sentiment Analysis? Are these the words of happy customers? Success, though, requires the right sentiment analysis tools and best practices.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

Balto

NOVEMBER 28, 2023

Quality management typically requires the use of quality monitoring tools, as well as measuring relevant metrics and collecting customer feedback. Investing in quality management and assurance enables you to deliver seamless customer service, as well as keep customer churn rates at a minimum.

Quality management 52

Quality management Call Center Management Contact Center 52