3CLogic

APRIL 10, 2024

With 48% of consumers stating they believe the lack of human interaction will negatively affect the service quality, and 54% of customers preferring to solve issues over the phone , offering seamless voice interactions is crucial for any leading contact center organization. This is sometimes easier said than done.

Management 64

Management Call Logging CRM Call flow 64

NICE inContact

JULY 25, 2019

Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics. Check out these five tactics to retain your top call center agents: 1) Recognize Your Agents. Avoiding job boredom in the contact center is crucial to keeping them around. 2) Ask for Feedback.

Call Center 56

Call Center Gamification Coaching Surveys 56

Customer Service Life

AUGUST 26, 2019

This article was originally published on the FCR blog on July 3, 2019. Looking back on quarter two, the nonstop movement in the contact center technology space continues. To pick just one, their phone system allows agents to pause the call recording when discussing sensitive information with customers. Consider These 7 Things.

Technology 74

Technology Chatbots Analytics Contact Center 74

CX Accelerator

MAY 15, 2019

Here at CC Expo, it’s clear that the world of the contact center is at a turning point. Jeff’s keynote centers around three reasons why this might happen. When we ask agents to balance quality versus quantity, they don’t always perform the way we want them to perform.

Contact Center 51

Contact Center Customer Service Coaching Education 51

SharpenCX

JANUARY 23, 2020

Only one in four employees think that their managers deliver meaningful feedback, or that the feedback they get helps them work better. What’s worse, a slim 21% of employees think their performance is managed in a way that motivates them to do outstanding work. Contact center managers struggle to coach for better performance.

Coaching 98

Coaching Contact Center Benchmark Management 98

JustCall

DECEMBER 23, 2022

In this blog, we will look at some of the most relevant alternatives to 8×8. JustCall is a VoIP business phone system and contact center software with an in-built conversation intelligence platform. JustCall is a VoIP business phone system and contact center software with an in-built conversation intelligence platform.

voip 52

voip APIs CRM Enterprise 52

Contact Center Geek

JUNE 19, 2017

Contact center managers, you are still wrong about AHT (Average Handle Time, also known as Agents Hate This ). You’re thinking that AHT is as much a part of contact centers as headsets, splitters and those obnoxious wallboards. AHT is a vital metric to contact center managers. Here’s a simple test. And then what happened?

Average Handle Time 48

Average Handle Time Contact Center Self service Metrics 48