Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. The importance of agent motivation in a call center cannot be overstated.

Morale 78

Morale Gamification Contact Center Quality management 78

CSR Inc.

MARCH 5, 2017

QA: Measure All You Want, but Measuring Alone Won’t Change Anything Getting in shape and losing weight is a great analogy for call center quality assurance (unless you’ve decided your New Year’s fitness resolution was just so last year!). In quality assurance, we measure ourselves often as well – by evaluating calls.

Coaching 48

Coaching Calibration Call Center Feedback 48

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. Prevent and close employee skill gaps with a seamless integration to coaching. What is Workforce Optimization?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

FEBRUARY 20, 2024

Calibrate Contact Center Interactions Fairly and Consistently While we all know that feedback is important, when a call center gets busy, coaching, mentoring, and even quality management may fall to the side as agents and their leaders look at meeting and beating agreed-upon Service Level Agreements (SLAs).

Management 88

Management Gamification Calibration Quality management 88

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition. What is hyper efficiency in a contact center?

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Customer Relationship Metrics

JULY 26, 2017

When an employee fails or performs poorly, call center managers typically do not blame themselves or the system. When your contact center employees face angry customers, non-customers, or internal staff who are generally unpleasant, emotional labor can be particularly challenging. Expectation Setting. Managing Emotions.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Etech GS

APRIL 1, 2019

If you know there is a bad interaction, do not choose to play it in a calibration session that is attended by a large group. Take the agent into an individual coaching session to discuss the interaction whether it be a chat, call, or social media contact. The ideal coaching session takes no more than 15 minutes.

Calibration 56

Calibration Coaching Social media contact Contact Center 56

Serenova

MAY 29, 2020

Across every channel—call center phone number, chat, email, SMS, social media messenger—use contact center software to provide agents with a complete history of customer interactions across channels. Monitor agent calls for coaching opportunities. Encourage their feedback, which keeps them engaged.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Across every channel—call center phone number, chat, email, SMS, social media messenger—use contact center software to provide agents with a complete history of customer interactions across channels. Monitor agent calls for coaching opportunities. Encourage their feedback, which keeps them engaged.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Voxjar

JUNE 5, 2021

If you want your call center to provide the best possible service (and why wouldn’t you?), Two words: call calibration. In this guide, we’re going to cover everything you need to know about call calibration: what it is, why it matters, and how to do it to keep your customers—and call center agents—happy.

Calibration 40

Calibration Call Center Best practices Feedback 40

Call Experts

SEPTEMBER 18, 2019

At Call Experts, we invest in training. In our fast-paced ever-changing world, a call center needs to keep pace or they will be at risk of getting left behind. The training continues with 3 weeks of on the job coaching, Quality Assurance monitoring, and regular feedback sessions with their trainers and leadership.

Calibration 40

Calibration Coaching Call Center outsourcing 40

Customer Relationship Metrics

JULY 27, 2017

Is it really helpful feedback if you are unable to know what action to take? Do you think you will be able to develop an impactful action plan from a 2 or 3 question survey in your contact center? Voice of the Customer programs that do not go beyond these very simple feedback activities can never be used for performance management.

Morale 71

Morale Calibration Contact Center Surveys 71

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. Meet Our Panel of Call Center Leaders and QA Pros: Art Coombs. Lindsey Havens. Nabahat Shanza. Art Coombs. ArthurFCoombs. Lindsey Havens.

Call Center 140

Call Center call center software outsourcing Coaching 140

Expivia

APRIL 1, 2021

When we are consulting in another call center, there is a list of questions that are asked every time. Use these questions to find a few areas your center needs to work on. What is tolerated or not tolerated on the call center floor? If you have a middle management issue–you have a call center issue.

Consulting 52

Consulting Consulting Call Center Coaching 52

Voxjar

AUGUST 15, 2021

If you work in a call center, you know that providing the best customer service and support is vital. Tracking and grading customer interactions in your call center can go a long way toward keeping your customers happy with you instead of encouraging them to jump ship to one of your competitors. That’s a mouthful.

Call Center 52

Call Center Calibration Abandon rate Average Handle Time 52

aircall

MARCH 17, 2016

Customers expectations for service are always increasing and call center training is a crucial part of the puzzle. Improving performance management and training best practices in the call center is key to keeping your customers happy. Create instant ‘shout outs’ based on great customer feedback.

Best practices 59

Best practices Call Center Calibration Coaching 59

CSR Inc.

JULY 9, 2017

Customer Service Starts With Coaching the Coaches Many times when we think about Call Center Quality Assurance , we focus our attention on the front line agents. We also tend to focus most of the training & coaching in a customer service organization on customer service reps (CSRs).

Call Center 48

Call Center Calibration Management Coaching 48

SharpenCX

NOVEMBER 5, 2020

Regular doses of agent feedback are like taking daily vitamin C. And, with every piece of feedback you give, your agents get stronger. Putting in the time to coach and train your team ensures you stop bad agent habits in their tracks. Agent scorecards are feedback tools to help you put intention behind your coaching moments.

Average Handle Time 67

Average Handle Time Coaching Calibration Feedback 67

JustCall

APRIL 5, 2023

If anything, the UI design of JustCall is well-calibrated with strategic focal points, intuitive design elements, and interactive components that make the user experience delightful. Plus, it also helps that JustCall offers a few advanced features as add-on services (such as call and voicemail transcriptions, AI-powered agent coaching, etc.)

Interactive Voice Response 52

Interactive Voice Response CRM Multi-channel support Analytics 52

Customer Relationship Metrics

JANUARY 11, 2017

As the study progressed and agent-level feedback was collected by “Contact Center A”, the results for this metric were dramatic. Contact Center A” not only experienced reduced operating expenses from the decline in repeat calls, but also proved a higher ROI for training and coaching. Lower cost per call.

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67

pindrop

OCTOBER 21, 2021

Call volumes spiked and call wait times lengthened as frustrated customers searched for a better way to engage with businesses. However, call centers soon discovered that treating digital channels as standalone pathways was not the best approach. 6 Things Contact Centers Should do.

Contact Center 57

Contact Center Interactive Voice Response Self service Call Center 57