21 Call Center Leaders Reveal the Biggest Concerns Keeping Call Center Managers Up at Night

Callminer

Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that their call center operation runs smoothly and efficiently. Call Center Best Practices Contact Center Efficiency

20 Call Center Leaders and QA Pros Reveal the #1 Problem Keeping Call Center QA & Monitoring Teams Up at Night (and How to Solve It)

Callminer

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. It goes without saying that this is an incredibly complex undertaking, particularly in large organizations with thousands of call center agents having many thousands of interactions with consumers every day. Call Center Best Practices Quality Monitoring quality assurance

Keep Your Call Center At-Home Agents Engaged

Callminer

Contact centers especially struggle with how to train, manage, and engage agents properly. Since contact center agents interact with customers daily, it is essential that you create a plan and strategy for keeping at home agents engaged from afar.

A Call Center and Nonprofit Partnership Connects Homeless with Jobs

Contact Center Pipeline

Recruiting & Hiring call center jobs call centers contact centers hiring jobs for homeless nonprofit partnership recruiting

MOTIVATING CALL CENTER AGENTS

Victor Midgley

One of the great secrets to managing call center agents is how to motivate them. The turn-over rate in many call centers is much higher than most other “industries.” It seems like a simple solution, pay more and you will attract … Continue reading "MOTIVATING CALL CENTER AGENTS". Call Center Leaders Call Center Agents Call Center Motivation

Awesome Quotes from Call Center Week

Call Center Coach

Below are some awesome quotes that I was able to capture while at Call Center Week in Las Vegas this year. Also, if you were at Call Center Week and have a favorite to share, please comment below. Check out the awesome quotes captured at Call Center Week.

DEALING WITH THE CALL CENTER GRIND

Victor Midgley

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

Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance

Callminer

The post Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance appeared first on CallMiner. Call Center Best Practices Speech Analytics

Call Center Cloud Conversion Continues

Fonolo

Most people don’t realize the impressive scale of the contact center industry. Collectively, we spent 190 billion minutes calling a company for help. On the other side of those calls were 3.6 million people working as agents (and those numbers are just for the US).

Cancel noise in cloud-based call centers

SoliCall

Virtualization and cloud computing were the triggers for the emerging market of cloud-based call centers. We see more and more vendors offering cloud-based contact center software. Plug-and-play integration for cloud-based call centers.

7 (More) Call Center Best Practices

Callminer

There is no denying that an efficient call center is one where agents address customer concerns in a prompt and thorough manner, creating meaningful relationships with customers at each and every point of interaction.

Small Call Centers Go Big with Speech Analytics

Call Center Coach

Small Call Centers Go Big with Speech Analytics. This is often the reply leaders of smaller call centers use when they look at many of the contact center solutions in the marketplace. They just think they can’t have what the larger centers can because of their size.

SO, YOU WANT TO BE A CALL CENTER MANAGER?

Victor Midgley

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?".

THE 10 BIGGEST MISTAKES MANAGING A CALL CENTER

Victor Midgley

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

Quick Tips to Help Call Center Agents Survive in 2018

Contact Center Pipeline

I read countless articles on how to reduce stress in the call center and often wonder, “Why is the contact center environment so traumatic?” The first is quite obvious: Most call center horror stories feature an angry customer, venting their frustration about a faulty product or terrible […]. Well, there are a few reasons for this.

Brett Brosseau shares insight into Call Center Gamification

Call Center Coach

For decades contact centers have explored ways to turn the tide of low employee engagement and low morale. But can game mechanics and adding gamification to the contact center deliver your win? Watch Brett Brosseau share insight into winning with call center gamification.

Cloud vs. On-Premise Call Centers: Key Differences, Benefits, and More

Callminer

A Definition of Cloud Call Centers Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer communications. Call Center Best Practices Contact Center Efficiency Speech Analytics cloud call center

This is what’s happening at Call Center Week

Call Center Coach

The theme at this year’s Call Center Week is about building the foundation for future transformation. Brian Cantor talks about Call Center Week highlights. You must get the basics right in your contact center. That we must focus on connecting on the strategic calls.

Tips For Call Center Hiring That You Absolutely Can’t Miss!

Dialer 360

According to Dimensional Research 2013 research (a leading market research company), “72% of clients were dissatisfied of the call center services leaving while on hold or checking online for the problem after being passed on to a number of representatives in a call center”.

Call Center Terminology: How Much Do You Really Know?

Convoso

Let's face it.the call center industry is one of the most complex industries in the world. As technology continues to advance, call center terminology moves along with it. Meaning that it is too easy these days to fall behind on current trends in the call center industry.

Video: How to Motivate Your Millennial Call Center Agents

Convoso

However, the call center industry has been particularly affected by unmotivated and disengaged millennials. The topic of managing millennials is becoming an issue across nearly every major industry.

Transcription in noisy call centers

SoliCall

Today, modern call centers are deploying sophisticated software components to help them improve customer experience, increase productivity and comply with new regulations. ASR Call Center Contact Center noise reduction in call center Speech Recognition transcription call center

100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Management, Technology, the Metrics That Matter, and More

Callminer

Managing call centers today involves much more than scheduling agents to staff the phone lines. Call Center Best Practices

Top 3 Reasons Your Call Center Needs Customer Engagement Analytics

Callminer

The post Top 3 Reasons Your Call Center Needs Customer Engagement Analytics appeared first on CallMiner. Call Center Best Practices Customer Experience

5 PROVOKING REASONS WHY CALL CENTER AGENTS STRESS

Victor Midgley

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

Outsourcing Inbound Call Center: Pros VS Cons

Dialer 360

Outsourcing of inbound call center is a pattern that is getting quick and is becoming popular worldwide. The business world has recognized that organizations that outsource their call centers are frequently significantly successful in building up their brand image than those who are carrying looking after their clients themselves. This blog post will help you decide if you need to outsource your call center or not: Pros of Inbound Call Center Outsourcing.

Call Center Training Tips: 51 Expert Tips on Training Technology, Agent Onboarding, Ongoing Training & Coaching, and More

Callminer

Call center agent training is a continuous process; it doesn’t end once the onboarding process is complete. Call center supervisors must continue to monitor metrics, measure results, and tailor ongoing training to ensure that agents’ needs are met and that call center activity is in line with broader business objectives.

Photo Album: Team Convoso at Call Center Week Las Vegas 2017

Convoso

Joined by all the brightest minds in telecommunications, team Convoso spent the week of June 27-30 as exhibitors at Call Center Week 2017. tradeshow Convoso call center week call center week 2017

How Do You Define Call Center Adherence Best Practices?

Callminer

But the question is: How can you ensure your contact center is best utilizing the scarce time […]. The post How Do You Define Call Center Adherence Best Practices? Call Center Best Practices

If Call Center Employees Were Honest

Myra Golden Media

Just for fun, I am posting this funny video. Customer Experience Design

Call centers prefer removing agents from authentication process

TRUSTID

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.

The Go-Getter’s Guide for Call Center Training

Dialer 360

Gail Goodman has expressed his views on the importance of call center training by saying, “make sure that everyone who talks to the customers on the phone or answers the business line is trained”. As indicated by current report 66% of clients make purchasing decisions while on the call.

22 Call Center Technology Leaders Reveal the #1 Mistake Companies Make When It Comes to Purchasing Speech Analytics Software

Callminer

The post 22 Call Center Technology Leaders Reveal the #1 Mistake Companies Make When It Comes to Purchasing Speech Analytics Software appeared first on CallMiner. Call Center Best Practices Speech Analytics

From intent to execution: The challenge of call center change

TRUSTID

Much like a well-intended New Year’s resolution, executing and achieving contact center goals is not as easy as it seems. According to the article, “Contact Center Priorities for 2018,” only 30 percent of us are good at change.

Why You Need To Swap Your On-Premise Call Center Software for A Cloud-Based Call Center Software, Today

Convoso

A decade ago, no self-respecting call center director would dream of using anything that even remotely resembled a cloud-based software solution. If the software and hardware weren't in your contact center, it wasn’t to be trusted. call center solutionsHow else could you keep an eye on anything?

Noise map for call centers

SoliCall

Call centers suffers from significant ambient noise that is originated from multiple locations like: Other agents talking in the background. Such noise reduces the quality of the calls and directly impacts customer satisfaction. Background.

How to Successfully Run A Full-Scale Call Center in 2017

Convoso

On the surface, call centers haven’t changed much over the last few decades. They still serve essentially the same purpose — to act as a customer service center, a sales department or both. call center solutions

Call Center Agent Duties and Responsibilities: Tactics to Success

Dialer 360

Enlisting brilliant employees, contact center manager, call center agents, human resources, trainer, and coach is similarly as imperative as having the right equipment. Identity, expertise, fit and inspiration, the agents and the calling procedures.

Artificial Intelligence Benefits in Call Centers Worldwide

Etech

Systems that are automated have recently been shown to boost call center performance statistics and capabilities. In fact, a recent Gartner presentation predicted that by the year 2020, non-voice interactions in call centers will have risen to an unbelievable 85%.

Call Center Goals and Metrics: How to Achieve them?

Dialer 360

In the course of recent months, in a scope of workshops, online classes and web talks, Jonty Pearce solicited a wide range of contact focus experts for the most imperative call focus metric expected to carry out their occupation. For instance, a rehash call could be about an alternate issue.