3CLogic

JANUARY 24, 2024

As organizations are ramping up their digital transformation strategies to meet the immediate and personalized experiences required by today’s customers, it’ s no surprise Conversational AI is emerging as the fastest-growing segment within the contact center space. Why should you consider using AI in your contact center?

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Expivia

MAY 28, 2021

One of the most important aspects of a successful call center is the leadership team. Good managers and supervisors are the best at guiding and motivating agents. And call center management training is how you can ensure that your leadership team is up for the task. 8 Steps of Call Center Management Training.

Call Center 98

Call Center Management Coaching Education 98

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center.

Contact Center 52

Contact Center Self service Analytics Banking 52

Global Response

MAY 15, 2023

What do call center quality and your car have in common? One major factor: For many folks, maintenance is done completely ad hoc. Consider your car maintenance—if you’re like many, you ignore it completely until there’s an obvious issue, or a flashing red maintenance light alerts you to a problem. The solution?

Call Center 62

Call Center Scripts Coaching outsourcing 62

Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? Don't Coach to a Number.

Coaching 59

Coaching Call Center Average Handle Time Contact Center 59

Fonolo

AUGUST 15, 2023

When it comes to demystifying call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. You might think a simpler measurement like “call per hour” would answer this same question.

Call Center 67

Call Center Schedule adherence Agent burnout Contact Center 67

JustCall

MARCH 29, 2022

In this blog, we explore the emergence of such ‘Super Reps’ and what they mean for customer experience. Meanwhile support agents attended to customers- answering calls, responding to queries, and attempting to reduce customer churn. Traditionally, support reps focused only on ticket resolution and management.

Customer Experience 98

Customer Experience Upselling Coaching First call resolution 98

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. How does WFO work in the Call Center?

Management 86

Management Gamification Quality management Schedule adherence 86

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Calabrio

DECEMBER 18, 2020

This is especially true for contact centers that, at the forefront of the customer experience, have access to vast amounts of data containing highly valuable customer information. Analytics software is helping contact centers tap into that information for a better understanding of customer preferences, expectations and requirements.

Contact Center 64

Contact Center Analytics Coaching Self service 64

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? If you’re seeing symptoms of burnout in your SMB contact center, or in online interactions with certain remote agents, it’s time to do something about it. So act fast!

Morale 100

Morale Agent burnout Contact Center Coaching 100

aircall

OCTOBER 22, 2021

Start Decking the Halls by Planning for Calls. A lot more incoming calls. Call analytics, industry research, and other data-based projections can help you identify the following: Peak call times. How do you anticipate holiday support needs when this year is turning out to be just as unexpected as the last one?

call center software 62

call center software Call Center call center solutions Interactive Voice Response 62

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. The drastic changes of the past few decades have caused a complete shift to high-tech modern solutions, where software has become key in transforming day-to-day call center operations.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Calabrio

DECEMBER 18, 2020

This is especially true for contact centers that, at the forefront of the customer experience, have access to vast amounts of data containing highly valuable customer information. Analytics software is helping contact centers tap into that information for a better understanding of customer preferences, expectations and requirements.

Contact Center 52

Contact Center Analytics Coaching Self service 52

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? There’s no way around it: How contact centers currently train and onboard agents is completely messed up. Did you know?

Contact Center 81

Contact Center Call Center Scripts Coaching 81

aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well. Have calls-per-agent decreased since the latest UI update? Identify Coaching Opportunities.

Coaching 86

Coaching Morale Analytics Benchmark 86

Customer Service Life

AUGUST 28, 2019

This article was originally published on the MaestroQA blog on June 6, 2019. Correct and Complete Content – Did we give out correct AND complete answers and use our tools effectively to arrive at those answers? In a phone conversation, verbal communication is center stage. Click here to read the original post.

Quality management 67

Quality management Calibration Management Coaching 67

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. You know the routine — listen to a phone call, complete a form, send it to an agent, repeat. 2) Create forms to complete ongoing evaluation.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

JustCall

APRIL 12, 2023

If you’ve been using Gong and are looking for a Gong alternative, this blog is for you. This comprehensive guide has compiled the top 8 sales Gong alternatives you can consider. Look for a tool that provides the necessary features for your sales process, such as call recording, analytics, and integrations with other tools.

Sales 52

Sales Coaching CRM Analytics 52

Callminer

APRIL 23, 2019

PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). These phone calls are often kept for many reasons, including: Protection against liability. To train and evaluate call center staff. To ensure the quality of customer service.

Best practices 159

Best practices Call Center Banking Contact Center 159

Uniphore

JUNE 16, 2021

AHT is the average length of time it takes an agent to complete a call. While this is an important metric for internal operating costs — shaving 10 or 20 seconds per call across thousands of interactions can add up to significant savings — managers often get in trouble by thinking of it as an end-all-be-all. In fact, 67.4%

Average Handle Time 59

Average Handle Time Call Center Contact Center Metrics 59

Nicereply

MARCH 14, 2023

This article contains a must-have list of book s that will teach, inspire, and guide you to become a better support manager. Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life.

Management 98

Management Call Center Metrics Entertainment 98

JustCall

NOVEMBER 16, 2022

The Relevance Of Call Center eLearning Modules And Programs. Online training is the much-needed and most impactful method of eLearning call center training based on educational statistics, attractive infographics, and accumulated perceptions. Let us learn how important eLearning call center training is today!

Call Center 52

Call Center Consulting Consulting Education 52

Monet Software

JANUARY 30, 2020

In the race to build a highly engaged workforce to deliver exceptional customer experiences, contact center leaders are asking some deep questions. What is a Contact Center Mission Anyway? Although it’s not possible to artificially engineer meaning, a meaning ful contact center mission isn’t as elusive as it may sound.

Contact Center 71

Contact Center Employee engagement Coaching Call Center 71

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

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

JustCall

MAY 12, 2021

In this blog, you will learn exactly which sales enablement tools, resources, and practices you need to follow. It goes beyond banking completely on the basic procedures and tools. Sales enablement is the key to unlock the full potential of your sales reps. Having a skilled sales team is good. There is no harvest without water.

Sales 52

Sales call center software Scripts call center solutions 52

JustCall

MARCH 21, 2022

This blog looks at how sales training should be approached by breaking it down into a clear 4-week timeline and how to structure your training into modules that can make it more effective. support and guide your sales reps right from day 1. support and guide your sales reps right from day 1. Day 1: Orientation. Technical Setup.

Sales 52

Sales Coaching Scripts CRM 52

NobelBiz

JUNE 5, 2023

However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them. It is about sparking interest, initiating a conversation, and gradually guiding the prospect toward making a purchase.

Call Center 52

Call Center Scripts CRM Contact Center 52

JustCall

FEBRUARY 11, 2022

In this guide, you’ll learn everything about how to land a high-value sales job. Bagging a sales job is like closing a sales deal. Instead of selling a product, you’re selling your candidature to an employer. Good news is you can master both getting a sales jobs and making sales pitches. Conducting live product demonstrations.

Sales 52

Sales B2C call center software B2B 52

JustCall

JANUARY 21, 2022

From business calls, sms, data, analytics, and coaching, you need to be able to get an eagle eye view of your sales and support to ensure your customers are not left in the lurch. . Call Routing. With call routing, you can streamline incoming calls intelligently. Call Recording. Voicemail .

Interactive Voice Response 52

Interactive Voice Response CRM Sales Coaching 52

USAN

AUGUST 27, 2021

High-performing contact centers appreciate the art of listening. Words and information from the call are matched with structured metadata such as agent name, call duration, and customer geographic data. Agent A can then go through additional self-guided or mentored coaching to get back on track.

Best practices 52

Best practices Analytics Scripts Contact Center 52

Etech GS

APRIL 8, 2019

It was portrayed in old movies as the vehicle that would completely change the world and propel our culture to unimaginable heights. Automated systems are especially helpful for call centers, and Gartner predicts that non-voice interactions in customer service settings will likely rise to 85 percent by the year 2020.

Contact Center 74

Contact Center Technology Interactive Voice Response Call Center 74

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management.

Best practices 52

Best practices outsourcing Contact Center Call Center 52

Monet Software

JULY 30, 2019

This specifically applies to contact centers which are in the frontline of customer service and are gathering heaps of information, insights and data every minute, every hour, every day. As a call center manager, these waves of data that come from different channels and platforms can be overwhelming. Want to know the best part?

Call Center 54

Call Center Metrics Abandon rate Schedule adherence 54

aircall

FEBRUARY 26, 2021

If so, you’ve probably called a bank, credit card company, or loan provider at some point for help. That’s a financial services sales agent, a type of call center agent whose job it is to help customers make informed decisions when it comes to purchasing financial services. . The person you spoke to?

Sales 62

Sales call center software Banking Call Center 62

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98