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

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. We know this because of the 127 call center professionals we surveyed for the “State of Call Center Authentication” report, 69 percent said they continue to rely solely on personal information to authenticate callers. 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

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. We often hear from call center managers who are trying to improve their call metrics with our solutions. How Do You Exceed KPIs in Your Contact Center? Handpicked related content: Top Contact Center Trends in 2020. 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? According to the recent article, “4 Ways Your Contact Center Can Become a Customer Engagement Center,” today’s call centers are too busy putting out daily fires rather than engaging their customers over the phone. MORE

Many contact centers have become complacent in the way they verify customers over the telephone channel. According to the 2018 State of Call Center Authentication study, KBA remains a preferred authentication method for many financial institutions despite nearly 40 percent of call center professionals admitting they doubt KBA’s accuracy. . But the fact is, changes are necessary to evolve your contact center. MORE

Three-quarters of call center leaders say improving the customer experience is a “very important” factor driving their decision to update their contact center software. 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?” many companies still consider the contact center a separate organization from other departments. The reality is consumers still see the call center as a reliable source for resolving problems. 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. Produced by ICMI, a trusted advisor in the industry, the Contact Center Expo & Conference educates and motivates professionals looking to further their knowledge in an industry undergoing constant change. 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. . In our recent 2019 State of Call Center Authentication Survey , easy customer enrollment remains today’s call center professional’s top requirement for caller authentication. MORE

On Thursday, November 2nd, 2017 at Pearson Convention Centre in Brampton, Ontario, GTACC will bring together call center professionals from across the country. The event will include three keynote sessions from world-renowned motivator and communicator, Mike Lipkin, three-time Olympic gold medalist, Marnie McBean, and Contact Center Practice Leader for J.D. 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

Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another. Agent Management Tips for International Call Centres. Use call recordings and ongoing training to nurture emotional competence among agents. 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?” many companies still consider the contact center a separate organization from other departments. The reality is consumers still see the call center as a reliable source for resolving problems. 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. That’s because contact centers rely on knowledge-based authentication (KBA) that requires telephone operators to ask a series of personal questions to verify each callers’ identity. cents per call. cents off every customer call. MORE

Why do they continue to target call centers? As business leaders learn more about fighting fraud by better understanding shifts in fraud tools and tactics, our newly released 2019 State of Call Center Authentication survey helps answer these and other important questions around today’s call center threat landscape. Much more’ criminal activity has come through virtualized calls (40%) compared to spoofed calls (32%) over the past 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. Join her as she leads a seminar with Call Center Coach titled: How Do Your Call Center Supervisors Measure Up ? How to Build a Contact Center Dream Team. 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. . In our recent 2019 State of Call Center Authentication Survey , easy customer enrollment remains today’s call center professional’s top requirement for caller authentication. MORE

Thousands of call center professionals. Call Center Best Practices Contact Center Efficiency Customer Experience Speech AnalyticsOne spectacular location. Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer service. 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. Produced by ICMI, a trusted advisor in the industry, the Contact Center Expo & Conference educates and motivates professionals looking to further their knowledge in an industry undergoing constant change. 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. In fact, according to the 2020 State of Customer Experience report , half of all call center professionals said they are currently using Quality Management solutions to measure success. Right now, your support team is either mostly or entirely remote. 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? Join the Revation crew along with hundreds of other call center professionals at the 30 th Annual Healthcare Call Centers (HCCT) Conference June 13-15 at the Pittsburgh Marriott City Center in Pittsburgh. 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?” many companies still consider the contact center a separate organization from other departments. The reality is consumers still see the call center as a reliable source for resolving problems. 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. Stop by Booths #28 & 29 to learn how our cloud-based call center solution enables your healthcare organization to transform the way doctors are able to connect with patients. MORE

According to the Identity Theft Resource Center, no corner of the business sector is completely immune to fraud. In our recently released 2018 Learnings on Customer Authentication market report , we take what we have seen throughout the year to give more insight into the current status of call center authentication. Contact center agents don’t trust KBA. There may be no greater responsibility for today’s organizations than protecting their customers’ private data. 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. Automatic caller authentication tools like TRUSTID pre-answer caller authentication provide quick caller recognition to swiftly move good customers along the problem-solving process and detect suspicious calls that need further review. 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. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. What happens when call volume gets out of control in your contact center? 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. In fact, according to the 2020 State of Customer Experience report , half of all call center professionals said they are currently using Quality Management solutions to measure success. Right now, your support team is either mostly or entirely remote. MORE

Bogota is the heart of Colombia’s call center industry. Selecting a call center partner is a time-consuming effort where real business consequences are at stake. Businesses must consider best-fit call center options to tackle high costs, employee attrition and poor customer service that can plague traditional contact operations. What’s more, to identify the right call center partner in an exact location is even harder. 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. Call Centers Agent Scripting agents conference expoWe will be roaming the Mirage Hotel expo floor and attending as many panels and keynotes as possible. 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. Reductions in productivity and increases in call handle and wait times have aggravated call center leaders, analysts, agents, and also customers. All levels of call center leadership will find this article useful as the information provided will help you and your reports productive. . MORE

Call center professionals are constantly trying to secure their private data while improving their customer experience. According to the Customer Contact Week special report, “Evaluating Call Center Authentication,” customer qualification processing flaws continue to lurk across the voice-dominated landscape. 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