Real Blue Sky

JULY 12, 2022

In our last blog post , we talked about how employee turnover rate can often be 100%+ annually in a contact center. The contact center is the heartbeat of every company. Advanced Technology in the Contact Center. It goes without saying – employee turnover can significantly impact the bottom line of your business.

Contact Center 52

Contact Center Gamification Coaching Analytics 52

ConvergeOne

JUNE 21, 2022

What factors determine whether a contact center interaction produces a positive outcome? Why was the call routed to that employee? To ensure the quality of every customer interaction, contact center managers need a business system – a repeatable approach. How was the “right agent” trained? Step 1: Laying the Groundwork for WEM.

Management 66

Management Contact Center Coaching Analytics 66

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

NICE inContact

SEPTEMBER 13, 2019

Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers. With demands ever-increasing, compliance managers and officers are growing more concerned with continuing ensuring contact center compliance while coping with limited budget and resources. See what it can do for you.

Contact Center 54

Contact Center Coaching Analytics Call Center 54

Anexa BPO

MAY 16, 2022

First, they follow random, manual call-sampling methods, which provides an incomplete picture. Second, many organizations work with legacy processing systems that transcribe speech to text, but with a limited amount of accuracy which compromises the efficacy of the insights.

outsourcing 52

outsourcing Business Process Outsourcing voip Call Center 52

Monet Software

FEBRUARY 19, 2019

What could possibly be more romantic than a contact center? If you want customers to fall in love with your contact center, try these tips instead of sending flowers. That’s important at the contact center as well. Here are three tips to keep their hearts loyal to your contact center. Okay, forget we asked.

Contact Center 59

Contact Center Analytics Coaching Interactive Voice Response 59

Monet Software

MAY 27, 2020

Take advantage of this content and take away some tips and innovations from your peers and Verint experts that you can apply immediately in your organization’s contact center, customer experience, back-office and compliance areas. Want to start with what really resonated with our live attendees?

contact center workforce 83

contact center workforce Education Analytics Contact Center 83

Customer Service Life

JANUARY 28, 2019

This article originally appeared on the OpusResearch blog on November 16, 2018. Today’s contact centers are overflowing with insights about how to deliver a better customer experience. A chat analytics platform and a voice analytics platform are like a screwdriver and a hammer. Voice Analytics. Chat Analytics.

Analytics 60

Analytics Coaching Engineering Contact Center 60

Aspect

SEPTEMBER 21, 2018

Over the past few months Aspect customers have been reaching out to discuss their plans to implement a work from home strategy for their engagement centers (contact centers), and it has inspired me to share more globally what we have seen in the industry, and what’s driving this interest. Increased cost of space. Agent preferences.

At home agents 78

At home agents Coaching Gamification Metrics 78

JustCall

AUGUST 8, 2023

They may write blogs during their downtime (if they’re lucky). JustCall: AI for Driving Call Center Excellence JustCall is an all-in-one communication platform that integrates unique AI capabilities such as SMS AI, call summary, and transcription as integral parts of the core platform.

Sales 52

Sales Marketing Call Center Accountability 52

Expivia

APRIL 1, 2021

There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. Live Calls help you Win the Game Today. Recorded Calls help you Have a Great Season.

Quality management 52

Quality management Call Center Management Coaching 52

Calabrio

NOVEMBER 1, 2016

Speech analytics is a huge opportunity for brands. If you aren’t at least considering speech analytics for your contact center, you risk missing out on valuable information that can improve the entire customer experience. Launching a #cctr #analytics program? Have a plan.

Analytics 81

Analytics Contact Center Consulting Consulting 81

Expivia

FEBRUARY 25, 2024

Unraveling the Potential of Auto QA: Redefining Contact Center Evaluation Are you ready to uncover the transformative power of Auto QA? In the bustling world of contact centers, where every interaction holds significance, traditional quality assurance methods often miss the mark.

Contact Center 52

Contact Center Technology Feedback Analytics 52

OctopusTech

MARCH 1, 2023

Most companies will set up or adopt a call center to field customer service requests and complaints. These call centers organize phone support queues and equally distribute calls to reps on the service team. What Are Inbound Calls?

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

TechSee

JUNE 25, 2019

Customer-facing AI technologies are especially relevant to assisting in customer identification, call classification/routing, chatbots and predictive personalization. It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. Customer Identification.

Technology 122

Technology Customer Service Gamification Contact Center 122

aircall

JANUARY 7, 2022

Choosing the best dialer software for your business’ call center can seem overwhelming. At Aircall, we’ve optimized cloud-based call center software with our power dialer solution. Read on to learn how call center dialers work, key features, how to increase your business’ productivity, and more. .

Call Center 62

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

Talkdesk

JUNE 21, 2019

One important way to reduce these important call center metrics is by reducing the amount of work it takes to wrap up previous customer interactions so that your agents are freed up to handle the next one. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

Contact Center 50

Contact Center Average Handle Time First call resolution Contact center software 50

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

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Altivon

OCTOBER 11, 2017

As always, she wove a clear narrative through the hour-long discussion on key topics including omnichannel, analytics, artificial intelligence and the operational challenges presented by change. Contact center solutions often have a 10 year life cycle. Industry consolidation requires contact center consolidation.

Contact Center 40

Contact Center Analytics contact center solutions Coaching 40

JustCall

DECEMBER 23, 2022

Want complete control over calling speed? Don’t want agents to waste time between calls to collect customer data? In this blog, we will detail everything you need to know about the power dialer software. According to research , salespeople routinely find themselves struggling with sales call anxiety (SCA).

CRM 52

CRM Sales Coaching Personalization 52

Calabrio

AUGUST 12, 2016

Having worked in the contact center industry for many years, I’ve become very familiar with how important random call sampling is to quality assurance. It’s a practice that most, if not all, contact center leaders rely on to measure agent performance and ensure quality customer service. Managing Escalations.

Contact Center 45

Contact Center Analytics Coaching Scripts 45

Calabrio

JULY 29, 2016

Smart contact center leaders know that the benefits of a strong quality assurance program stretch far beyond the walls of the contact center. By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience. Go beyond random sampling.

Contact Center 56

Contact Center Analytics Coaching Self service 56

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

NICE inContact

NOVEMBER 23, 2015

Many agents and supervisors cringe when it is time for coaching. From an agent perspective, the coaching experience has historically been associated with a supervisor controlling a conversation; speaking to what the agent has done wrong on a call. Secluded (or Private) Coaching Area. Preparation is Key.

Coaching 49

Coaching Best practices Construction Contact Center 49

aircall

FEBRUARY 1, 2021

When you have a business to run, one of the biggest decisions you have to make is how much time, money, and effort you want to invest into your sales team training to empower your sales reps to perform at their very best every time they make or receive a call. . You may be interested to know that companies in the U.S.

Best practices 62

Best practices Sales Call Center Coaching 62

NICE inContact

JUNE 21, 2016

It may sound as easy as simply listening to calls and telling people what to change, but great quality monitoring is a much more nuanced endeavor. Having the best quality monitoring technology can certainly help improve quality in your contact center. DON’T: Let your quality team become the “Call Cops”.

Calibration 50

Calibration Coaching Contact Center Quality management 50

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

CX Accelerator

JUNE 8, 2020

The response was so good that it begged to be a blog post. These could be strategic calls to key customers to ask them about their experience. ,, Murphy Fraser , Client Success Manager at Skillshare, also recommends investigating customer activity on your website as a means of “interviewing” them. Pick up the phone and call a customer.

Surveys 345

Surveys Contact Center Consulting Consulting 345

Vistio

JULY 11, 2022

Welcome Steven, can I record this call for quality assurance? Listen to the full podcast here: Welcome, welcome. Today we have on the pod with us, Stephen Loynd. Absolutely Hailey. And thank you for having me on this beautiful Wednesday morning here in Northern Virginia. Thank you so much for being with us. The dark world. That’s right.

Technology 52

Technology Self service Contact Center Analytics 52

Balto

JANUARY 22, 2024

We’ve seen generative AI being applied in different industries with great results, specifically in the contact center domain. This blog aims to uncover the numerous use cases of generative AI in the modern contact center. Monitor and Ensure Compliance Maintaining compliance is foundational for your contact center.

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

NICE inContact

JULY 10, 2018

So how can businesses reap the rewards and achieve the most out of an investment in cloud contact center technology? You’ll be looking for a vendor that can provide this as well as who can help you optimize your cloud contact center in these five ways. Firstly, it’s important to have the right software cloud software in place.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

aircall

DECEMBER 23, 2022

Main Dialpad features include analytics, call recording, an auto attendant, voicemail transcription, and speech coaching. As features become more complex, businesses mustn’t forget about the core call features. Real-time analytics and insights. What You Need to Know About Dialpad.

voip 62

voip Coaching Analytics CRM 62

CX Accelerator

JUNE 8, 2020

The response was so good that it begged to be a blog post. These could be strategic calls to key customers to ask them about their experience. ,, Murphy Fraser , Client Success Manager at Skillshare, also recommends investigating customer activity on your website as a means of “interviewing” them. Pick up the phone and call a customer.

Surveys 182

Surveys Contact Center Consulting Consulting 182

Expivia

MAY 9, 2021

Call quality monitoring is crucial for your contact center’s success. However, call quality monitoring isn’t a one-and-done thing. Learn about call quality monitoring best practices to ensure your contact center’s success. What Is Quality Monitoring in a Call Center? What Is Call Quality?

Call Center 98

Call Center Education call center association Analytics 98

Callminer

NOVEMBER 6, 2018

This is the same reaction that customers will have after a bad experience with your call center. If you want to turn your consumers from acquaintances into friends, then you need to make every interaction show that you care about them regardless of the reason for their call or how often they call.

Scripts 186

Scripts Call Center Call center experience Contact Center 186

Beyond Philosophy

MAY 12, 2022

Fleischaker has a great example of a firm doing this well on the contact center side. The insurance company uses AI to understand the sentiment along with acoustic analysis and then coaches agents on where to take that interaction and help that customer. For example, Fleischaker says many companies use audio and speech analytics.

Contact Center 195

Contact Center Analytics First call resolution Consulting 195