CX Global Media

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. How to Build a Contact Center Dream Team.

Coaching 263

Coaching Call Center Contact Center call center professionals 263

Fonolo

SEPTEMBER 27, 2016

This formula is probably the most accurate representation of what it takes to achieve success in the call center for this reason; running a great contact center is an incredibly complicated undertaking, with dozens of interrelated, moving parts. Continuous coaching and training helps mitigate this risk.”

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

CX Global Media

JULY 11, 2019

Kate Nasser The People Skills Coach™ & Author of Leading Morale. Join Kate Nasser, The People Skills Coach™, as she engages you to learn the 7 steps to engage and inspire your agents for high morale and performance. EXPERT SESSION – Get Your Heart in The Game – The Magic of Heart Centered Leadership.

Contact Center 120

Contact Center CCNG Morale Coaching 120

Balto

OCTOBER 20, 2022

For example, if it’s essential that most of your customer calls are resolved in a set amount of time, a QA program can be implemented to help track this to see how your agents are doing against a given benchmark. That’s why it’s so important to have a call center QA program in place.

Best practices 52

Best practices Call Center Gamification Coaching 52

CCNG

MAY 11, 2022

If you interact with call center agents in the U.S., then you know firsthand the diverse makeup of the agent population - from millennials to individuals near retirement age and career call center professionals to persons seeking short-term employment. And what about leadership?

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. You’ll want to ask about labor markets, hiring timelines, retention stats and more.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

JustCall

JANUARY 21, 2022

From business calls, sms, data, analytics, and coaching, you need to be able to get an eagle eye view of your sales and support to ensure your customers are not left in the lurch. . Call Recording. Cloud phone systems let you record a call with just a mouse click or a screen tap. Call Analytics .

Interactive Voice Response 52

Interactive Voice Response CRM Sales Coaching 52