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My primary objective of this article, is to warn and guide call centers through the shark infested “call center technology” waters. This article may not make me popular among technology providers however, I would hope that technology provides will take note and consider what I am sharing in this article in regard to call center … Continue reading "SWIMMING WITH THE TECH SHARKS". MORE
How to Reduce Bias: Optimizing AI and Machine Learning For Contact Centers. For contact centers, a real-world example could be gleaned from AI improperly trained on international calls. A person merely placing a phone call as they drive could be penalized. MORE
If you are currently in a call center leadership position or seeking to be in a call center leadership position, you MUST read this article! Most front-line call center agents I work with have a very strong desire to move “up” from their agent position into a leadership position. One of the most discouraging experiences … Continue reading "SO, YOU WANT TO BE A CALL CENTER MANAGER?". MORE
People often say to me when they first learn how long I have been working in the call center field, “you must have a very good therapist!” From their perspective, looking at a call center from the out-side-in, it would seem to be an impossible occupation. I would say to those people, you should check … Continue reading "DEALING WITH THE CALL CENTER GRIND". Call Center Professionals Call Center Leaders Call Center Agents Call Center Stress MORE
Call Center Professionals Call Center Leaders Call Center Agents Saying the right thing What to say to people Conversing with peopleIf only people realized how critical their conversations are to their overall progress, prosperity and happiness; they would take learning the strategies and technique much more serious. I realized at an early age how essential compelling conversation was to my survival. MORE
For contact center leaders who lack confidence in conventional knowledge-based authentication (KBA) to accurately validate callers, these concerns have them considering alternative caller authentication solutions for identifying customers over the telephone channel. MORE
The cause for stress in the call center seems obvious and yet very little is done about it. Recent studies reveal that 83% of call center agents are highly stressed with their job. Over my 20 plus years of consulting call centers all … Continue reading "5 PROVOKING REASONS WHY CALL CENTER AGENTS STRESS". Call Center Professionals Call Center Leaders Call Center Agents MORE
Our founder and CEO, Jim Noble, utilized early predictive dialing software in the operation of his own call centers. Realizing the benefits of automating the calling process, Jim began to focus on ways to improve the technologies. MORE
Operating a successful contact center is rarely a simple undertaking. As any customer support manager knows, there are a number of crucial factors that come into play when looking to succeed in the call center world. How Do You Exceed KPIs in Your Contact Center? MORE
Many contact center professionals agree that resolving customer problems takes precedent over any other activity. But how can a call center improve other critical areas such as customer engagement when they are constantly operating in reactive mode? MORE
Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Tracking Your Call Volume Data. MORE
Many contact centers have become complacent in the way they verify customers over the telephone channel. But the fact is, changes are necessary to evolve your contact center. The problem with getting too comfortable with how you identify callers is it can put your customers at risk. MORE
While these teams are dedicated to driving sales and retaining customers, the contact center also plays an important day-to-day role that can make or break your profitable bank-customer relationships. According to the recent article, “Is Your Contact Center Ruining Your CX?” MORE
What better way to start the action than by exhibiting at the highest rated event for contact center professionals? Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. Tradeshow season is upon us! MORE
If you are making your customers answer a bunch of knowledge-based security questions every time they call your contact center, you may be hurting your bank-customer relationships and damaging your brand reputation all at the same time. . MORE
On Thursday, November 2nd, 2017 at Pearson Convention Centre in Brampton, Ontario, GTACC will bring together call center professionals from across the country. Year over year, the Canadian call center community continues to show tremendous growth. MORE
I have now worked or toured call centers in nearly every state and many countries of the world. I have clearly targeted the 10 biggest mistakes I see when I work with struggling call center operation. If you do not recognize any of these deficiencies in … Continue reading "THE 10 BIGGEST MISTAKES MANAGING A CALL CENTER". Call Center Professionals Call Center Operations Call Center Leaders Call Center Best Practices Call Center Mistakes MORE
Is working in a call center a wise career move or simply a dead-end job no one really wants to do, or they do it anyway until something better comes along? I have been an advocate for the call center space all my adult life. My first job out of high school was working in … Continue reading "A CALL CENTER JOB – HERO OR ZERO?". MORE
While these teams are dedicated to driving sales and retaining customers, the contact center also plays an important day-to-day role that can make or break your profitable bank-customer relationships. According to the recent article, “Is Your Contact Center Ruining Your CX?” MORE
Compelling Conversation Training Call Center Professionals Call Center Leaders Call Center Agents What to say to customers How to speak Words to useWe’ve all heard it before, “sticks and stones may break my bones – but words can never hurt me.” Maybe we get the meaning of this age-old saying, but it isn’t true – not by a long shot! Words do influence our emotions for better or for worse. MORE
Call Center Professionals Call Center Agents How to handle people People Person Being NiceI know you have been in situations (and probably many) when you have tried your darnedest to be nice to someone, only to have them continue along the nasty path of selfish inconsideration. Regardless of your best efforts to be NICE, there was no change in their attitude toward you and the situation, am I … Continue reading "DOES BEING A NICE GUY REALLY PAY OFF?". MORE
Call center agents are trained to support customers and resolve their issues in a timely manner. Today, agent-based authentication makes up roughly 20 percent of the cost and duration of an inbound call. cents per call. cents off every customer call. MORE
Why do they continue to target call centers? With a growing number of threats facing today’s contact centers, the number of call center leaders who are ‘very’ or ‘somewhat’ dissatisfied with their current authentication method rose 50% over the previous year. MORE
There are people in the contact center industry that have more than persevered, they have thrived and positively impacted thousands of people along the way. Penny Reynolds, co-founder of The Call Center School, is one of those people in the contact center industry. MORE
If you are making your customers answer a bunch of knowledge-based security questions every time they call your contact center, you may be hurting your bank-customer relationships and damaging your brand reputation all at the same time. . MORE
Thousands of call center professionals. Call Center Best Practices Contact Center Efficiency Customer Experience Speech AnalyticsOne spectacular location. MORE
What better way to start the action than by exhibiting at the highest rated event for contact center professionals? Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. Tradeshow season is upon us! MORE
Curious about recent trends in digital transformation and how they can impact and ultimately improve the patient experience, while lowering costs in healthcare call centers? The post Discuss Healthcare Call Center Trends with Revation at HCCT 2018 appeared first on Revation Systems. MORE
While these teams are dedicated to driving sales and retaining customers, the contact center also plays an important day-to-day role that can make or break your profitable bank-customer relationships. According to the recent article, “Is Your Contact Center Ruining Your CX?” MORE
I often get asked by people who learn how long I have worked in the Call Center space, what is it about Call Centers that could possibly keep me engaged in that tough world of never ending stress? Compelling Conversation Training Personal Development Skills Call Center Professionals Call Center Leaders Call Center Agents Speaking to People Connection Interacting with People People Person MORE
Join the Revation team, along with hundreds of other healthcare call center professionals, at the 31 st annual Healthcare Call Center (HCCT) Conference June 12-14 at the Intercontinental Buckhead Atlanta in Atlanta, Georgia. MORE
According to the Identity Theft Resource Center, no corner of the business sector is completely immune to fraud. As long as contact centers continue to rely on knowledge-based authentication (KBA) — and research shows many still do — consumers’ private information is at risk. MORE
So when it comes to identifying customers over the telephone channel, validating callers early in the authentication process works to the advantage of contact centers. Authentication call center operations pre-answer caller authentication MORE
Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Tracking Your Call Volume Data. MORE
Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. Right now, your support team is either mostly or entirely remote. MORE
We hope to see you in Vegas this week for the 16th Annual Call Center Conference & Expo. Soaking up all of the information and connecting with call center professionals to better improve our Agent Scripting App and better help us help you with customer interactions. MORE
I have worked in the Call Center space my entire 25 plus year career. Most technology has made a positive contribution, while other technology has brought doom upon the call center. Call Center Professionals Call Center OperationsI have witnessed and participated in the technology boom that has targeted the field over the years. MORE
The world’s largest companies are facing an uphill climb in pursuit of call center overhauls to address rapid infrastructure changes caused by the Coronavirus. Constraints in the technology available for call center workers at home has a direct impact on their productivity. MORE
Call center professionals are constantly trying to secure their private data while improving their customer experience. Today, more than 70% of customers identify phone calls as their ideal customer service option. MORE
In many cases, those complaints first reach the ears of a call center rep. That’s why patience, empathy, and active listening skills are among the most important skills every call center rep should have. A strong call center rep knows how to deliver both. MORE
For call center professionals, the rise in fraud in addition to optimizing operations and the workforce from home, are top of mind as businesses move towards remote-work as the standard. . Traditional call center designs encourage agents to be in relatively close quarters. MORE
call center professionals Related Topics Fonolo
SEPTEMBER 27, 2016
Operating a successful contact center is rarely a simple undertaking. As any customer support manager knows, there are a number of crucial factors that come into play when looking to succeed in the call center world. How Do You Exceed KPIs in Your Contact Center?
Victor Midgley
JULY 7, 2017
My primary objective of this article, is to warn and guide call centers through the shark infested “call center technology” waters. This article may not make me popular among technology providers however, I would hope that technology provides will take note and consider what I am sharing in this article in regard to call center … Continue reading "SWIMMING WITH THE TECH SHARKS".
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Victor Midgley
JULY 7, 2017
People often say to me when they first learn how long I have been working in the call center field, “you must have a very good therapist!” From their perspective, looking at a call center from the out-side-in, it would seem to be an impossible occupation. I would say to those people, you should check … Continue reading "DEALING WITH THE CALL CENTER GRIND". Call Center Professionals Call Center Leaders Call Center Agents Call Center Stress
Victor Midgley
JULY 6, 2017
Call Center Professionals Call Center Agents How to handle people People Person Being NiceI know you have been in situations (and probably many) when you have tried your darnedest to be nice to someone, only to have them continue along the nasty path of selfish inconsideration. Regardless of your best efforts to be NICE, there was no change in their attitude toward you and the situation, am I … Continue reading "DOES BEING A NICE GUY REALLY PAY OFF?".
Victor Midgley
JULY 6, 2017
I have now worked or toured call centers in nearly every state and many countries of the world. I have clearly targeted the 10 biggest mistakes I see when I work with struggling call center operation. If you do not recognize any of these deficiencies in … Continue reading "THE 10 BIGGEST MISTAKES MANAGING A CALL CENTER". Call Center Professionals Call Center Operations Call Center Leaders Call Center Best Practices Call Center Mistakes
Victor Midgley
AUGUST 14, 2017
I have worked in the Call Center space my entire 25 plus year career. Most technology has made a positive contribution, while other technology has brought doom upon the call center. Call Center Professionals Call Center OperationsI have witnessed and participated in the technology boom that has targeted the field over the years.
|
Victor Midgley
JULY 7, 2017
If you are currently in a call center leadership position or seeking to be in a call center leadership position, you MUST read this article! Most front-line call center agents I work with have a very strong desire to move “up” from their agent position into a leadership position. One of the most discouraging experiences … Continue reading "SO, YOU WANT TO BE A CALL CENTER MANAGER?".
Victor Midgley
JULY 6, 2017
Compelling Conversation Training Call Center Professionals Call Center Leaders Call Center Agents What to say to customers How to speak Words to useWe’ve all heard it before, “sticks and stones may break my bones – but words can never hurt me.” Maybe we get the meaning of this age-old saying, but it isn’t true – not by a long shot! Words do influence our emotions for better or for worse.
Victor Midgley
JULY 6, 2017
Is working in a call center a wise career move or simply a dead-end job no one really wants to do, or they do it anyway until something better comes along? I have been an advocate for the call center space all my adult life. My first job out of high school was working in … Continue reading "A CALL CENTER JOB – HERO OR ZERO?".
Victor Midgley
JULY 17, 2017
The cause for stress in the call center seems obvious and yet very little is done about it. Recent studies reveal that 83% of call center agents are highly stressed with their job. Over my 20 plus years of consulting call centers all … Continue reading "5 PROVOKING REASONS WHY CALL CENTER AGENTS STRESS". Call Center Professionals Call Center Leaders Call Center Agents
Victor Midgley
JULY 7, 2017
Call Center Professionals Call Center Leaders Call Center Agents Saying the right thing What to say to people Conversing with peopleIf only people realized how critical their conversations are to their overall progress, prosperity and happiness; they would take learning the strategies and technique much more serious. I realized at an early age how essential compelling conversation was to my survival.
|
TRUSTID
JUNE 30, 2018
Call center agents are trained to support customers and resolve their issues in a timely manner. Today, agent-based authentication makes up roughly 20 percent of the cost and duration of an inbound call. cents per call. cents off every customer call.
Callminer
JULY 11, 2016
Thousands of call center professionals. Call Center Best Practices Contact Center Efficiency Customer Experience Speech AnalyticsOne spectacular location.
Zingtree
JUNE 16, 2015
We hope to see you in Vegas this week for the 16th Annual Call Center Conference & Expo. Soaking up all of the information and connecting with call center professionals to better improve our Agent Scripting App and better help us help you with customer interactions.
Revation Systems
MAY 24, 2018
Curious about recent trends in digital transformation and how they can impact and ultimately improve the patient experience, while lowering costs in healthcare call centers? The post Discuss Healthcare Call Center Trends with Revation at HCCT 2018 appeared first on Revation Systems.
TRUSTID
APRIL 21, 2019
While these teams are dedicated to driving sales and retaining customers, the contact center also plays an important day-to-day role that can make or break your profitable bank-customer relationships. According to the recent article, “Is Your Contact Center Ruining Your CX?”
TRUSTID
MAY 9, 2019
While these teams are dedicated to driving sales and retaining customers, the contact center also plays an important day-to-day role that can make or break your profitable bank-customer relationships. According to the recent article, “Is Your Contact Center Ruining Your CX?”
TRUSTID
APRIL 16, 2019
While these teams are dedicated to driving sales and retaining customers, the contact center also plays an important day-to-day role that can make or break your profitable bank-customer relationships. According to the recent article, “Is Your Contact Center Ruining Your CX?”
Call Center Coach
OCTOBER 10, 2018
There are people in the contact center industry that have more than persevered, they have thrived and positively impacted thousands of people along the way. Penny Reynolds, co-founder of The Call Center School, is one of those people in the contact center industry.
Fonolo
MAY 1, 2018
What better way to start the action than by exhibiting at the highest rated event for contact center professionals? Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. Tradeshow season is upon us!
Revation Systems
MAY 28, 2019
Join the Revation team, along with hundreds of other healthcare call center professionals, at the 31 st annual Healthcare Call Center (HCCT) Conference June 12-14 at the Intercontinental Buckhead Atlanta in Atlanta, Georgia.
Fonolo
APRIL 30, 2018
What better way to start the action than by exhibiting at the highest rated event for contact center professionals? Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. Tradeshow season is upon us!
Fonolo
OCTOBER 17, 2017
On Thursday, November 2nd, 2017 at Pearson Convention Centre in Brampton, Ontario, GTACC will bring together call center professionals from across the country. Year over year, the Canadian call center community continues to show tremendous growth.
UJET
JUNE 3, 2020
Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. Right now, your support team is either mostly or entirely remote.
TRUSTID
MAY 6, 2019
If you are making your customers answer a bunch of knowledge-based security questions every time they call your contact center, you may be hurting your bank-customer relationships and damaging your brand reputation all at the same time. .
Callminer
JULY 30, 2020
In many cases, those complaints first reach the ears of a call center rep. That’s why patience, empathy, and active listening skills are among the most important skills every call center rep should have. A strong call center rep knows how to deliver both.
pindrop
APRIL 22, 2020
The world’s largest companies are facing an uphill climb in pursuit of call center overhauls to address rapid infrastructure changes caused by the Coronavirus. Constraints in the technology available for call center workers at home has a direct impact on their productivity.
TRUSTID
MARCH 25, 2019
Many contact center professionals agree that resolving customer problems takes precedent over any other activity. But how can a call center improve other critical areas such as customer engagement when they are constantly operating in reactive mode?
TRUSTID
AUGUST 30, 2018
Many contact centers have become complacent in the way they verify customers over the telephone channel. But the fact is, changes are necessary to evolve your contact center. The problem with getting too comfortable with how you identify callers is it can put your customers at risk.
TRUSTID
MAY 6, 2019
If you are making your customers answer a bunch of knowledge-based security questions every time they call your contact center, you may be hurting your bank-customer relationships and damaging your brand reputation all at the same time. .
TRUSTID
APRIL 24, 2019
So when it comes to identifying customers over the telephone channel, validating callers early in the authentication process works to the advantage of contact centers. Authentication call center operations pre-answer caller authentication
TRUSTID
MARCH 29, 2019
Why do they continue to target call centers? With a growing number of threats facing today’s contact centers, the number of call center leaders who are ‘very’ or ‘somewhat’ dissatisfied with their current authentication method rose 50% over the previous year.
pindrop
JUNE 10, 2020
How to Reduce Bias: Optimizing AI and Machine Learning For Contact Centers. For contact centers, a real-world example could be gleaned from AI improperly trained on international calls. A person merely placing a phone call as they drive could be penalized.
TRUSTID
JULY 24, 2019
Call center professionals are constantly trying to secure their private data while improving their customer experience. Today, more than 70% of customers identify phone calls as their ideal customer service option.
TRUSTID
MAY 18, 2018
For contact center leaders who lack confidence in conventional knowledge-based authentication (KBA) to accurately validate callers, these concerns have them considering alternative caller authentication solutions for identifying customers over the telephone channel.
Fonolo
MAY 31, 2019
Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Tracking Your Call Volume Data.
Noble Systems
APRIL 3, 2020
Our founder and CEO, Jim Noble, utilized early predictive dialing software in the operation of his own call centers. Realizing the benefits of automating the calling process, Jim began to focus on ways to improve the technologies.
TRUSTID
DECEMBER 16, 2018
According to the Identity Theft Resource Center, no corner of the business sector is completely immune to fraud. As long as contact centers continue to rely on knowledge-based authentication (KBA) — and research shows many still do — consumers’ private information is at risk.
Fonolo
MARCH 28, 2019
Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Tracking Your Call Volume Data.
pindrop
MARCH 30, 2020
For call center professionals, the rise in fraud in addition to optimizing operations and the workforce from home, are top of mind as businesses move towards remote-work as the standard. . Traditional call center designs encourage agents to be in relatively close quarters.
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