Fonolo

OCTOBER 27, 2020

When looking back at it, we only had about ten days to get all the hundreds of our call center associates home. I was also surprised by how many call centers were unprepared for the move to work from home. I believe COVID will have a human empathic impact on the CX industry and contact centers.

Contact Center 147

Contact Center Coaching call center association Call Center 147

24-7 InTouch

OCTOBER 21, 2021

When a consumer reaches out for support multiple times on different devices or channels, AI can share information from the previous interaction with an associate, improving the consistency and personalization of the communications.

call center association 52

call center association Call Center Interactive Voice Response Customer Care 52

Expivia

FEBRUARY 1, 2021

Do you and you care about your associates on a personal level? This week, we talk about “Psychic Income”, what that is, and seven ways to show respect for your call center associates. Showing Interest In Our Call Center Associates As People.

call center association 52

call center association Call Center Coaching Morale 52

Fonolo

NOVEMBER 10, 2020

“When looking back at it, we really only had about 10 days to get all the hundreds of our call center associates home. Digital is the key enabler of this for both bot and person-to-person interactions.” .” — Tony Johnson , CX Leader, Author, Speaker Founder at Ignite Your Service.

Contact Center 135

Contact Center Consulting Consulting call center association 135

Expivia

MAY 9, 2021

Monitor the Quality of Live Calls. There is a minor debate in the call center on whether to use live calls or recorded calls when evaluating call center associates. It’s easiest to compare these to coaching a sports team: Monitoring live calls help you win the game today.

Call Center 98

Call Center Education call center association Analytics 98

Expivia

MAY 13, 2021

Monitor the Quality of Live Calls. There is a minor debate in the call center on whether to use live calls or recorded calls when evaluating call center associates. It’s easiest to compare these to coaching a sports team: Monitoring live calls help you win the game today.

Education 52

Education Call Center call center association Analytics 52

Expivia

APRIL 1, 2021

Hiring the Best Call Center Associates. Through the 25 years of running a call center we have tried many different methods of trying to figure out what methods and what traits we look for when hiring the best call center associates for our center. You Must Understand your Culture!

call center association 52

call center association Call Center Education outsourcing 52