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Call Center Related Topics 
ShepHyken
JANUARY 22, 2021
Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic.
CCNG
MAY 11, 2022
Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home. How can we effectively recruit, train, develop, and retain talent if we don't know who we are hiring or why they're applying for a call center job in the first place?
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Ansafone
APRIL 11, 2022
On top of … A Deeper Look into Inbound Call Centers Read More ». The post A Deeper Look into Inbound Call Centers appeared first on Ansafone Contact Centers.
Contact Center Pipeline
FEBRUARY 9, 2022
“Rewritten by machine and new technology/And now I understand the problems you can see” Video Killed The Radio Star (The Buggles) No, video did not kill the radio star, contrary to the famous lyrics that launched MTV some 40 years ago, on August 1, 1981.
Advertiser: Vanilla Forums
This eBook will focus on exploring the process of digital support transformations, including the types of support solutions available that meet customer demands and how to create the best combination for your customer base.
TechSee
SEPTEMBER 29, 2020
Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies.
Fonolo
SEPTEMBER 28, 2021
Congratulations, call center manager! There’s never a dull moment in a call center with a myriad of opportunities for growth and success. The Contact Center Guide to Managing Spikes in Call Volume. Why strong call center management is important.
Fonolo
AUGUST 12, 2021
High call center agent productivity is every call center manager’s dream. So many factors damper agent productivity, like high call volumes and staff turnover, both of which are only too common in the call center industry. Cost per call.
Contact Center Pipeline
APRIL 28, 2021
Technology agent desktop AI call center cloud solutions Collaboration communication solutions contact center desktop virtualization machine learning UC UCC unified communications unified communications and collaboration
Fonolo
NOVEMBER 23, 2021
When you think of the phrase “call center training”, does the word fun come to mind? But now, with agent engagement becoming a growing priority for call centers, it’s a great time to reimagine your approach to training your team members.
Speaker: VoiceOps
Data from hundreds of thousands of hours of calls has revealed a widespread problem with behavior adherence among call center sales representatives. VoiceOps developed the Behavior Change Cycle to help companies tackle this issue head-on leveraging your own call flows and coaching teams. Access this free on-demand webinar with the VoiceOps team to get a deeper view of the Behavior Change Cycle and learn about how the VoiceOps Coaching Enablement Platform brings it to life for call center teams.
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Fonolo
JULY 27, 2021
Several centuries later, Galileo’s words still ring true for contact centers. These days, there are tons of key performance indicators (KPIs) and call center metrics to evaluate call center performance and call center agent performance.
Callminer
FEBRUARY 22, 2022
Read this blog to learn how providers and organizations in the healthcare industry can improve their patients’ experiences through innovative call center services
Callminer
FEBRUARY 10, 2020
The floor of any call center is the organization’s mission-critical space intended entirely to serve the very purpose for which the center exists – handling calls. When rules are intelligently laid out and diligently upheld, call center operations flourish.
Fonolo
OCTOBER 21, 2021
As contact centers across the world continue to recover and adapt from the aftershock of the COVID-19 pandemic, it’s become clear that empathy isn’t just a trend customer support teams need to embrace – it needs to be part of your operational foundations.
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Companies invest millions each year to optimize their call center sales processes and results, yet research shows that sales representatives are not actually doing the basic behaviors defined by the carefully crafted workflows. This fundamental issue with sales execution and behavior adherence led VoiceOps to create the Behavior Change Cycle, a methodology you can implement at your call center to drive meaningful, fast, and enduring increases in adherence to your sales process across your sales floor. Download the report now to dive into the 5 key steps and learn how you can get started with the Behavior Change Cycle.
Callminer
FEBRUARY 23, 2021
Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. New Challenges for Call Centers in 2021. For instance, when they go from email support to calling the customer service team. “A
Callminer
MARCH 12, 2020
Accommodating regulatory guidelines and remaining compliant with strict mandates can be tough for any call center organization to do. Call centers are at the bullseye in terms of their strategic attractiveness for malicious actors. Regulations That Impact Call Centers.
TechSee
FEBRUARY 2, 2022
In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. What Is Call Center Technology?
Callminer
FEBRUARY 5, 2020
Obtaining useful metrics on daily operations in your call center can help to improve many aspects of your business. However, there is quite a bit more to making effective use of call center metrics than merely amassing data and generating reports.
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TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!
Callminer
NOVEMBER 16, 2020
Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor
TechSee
MAY 18, 2022
In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par? What is Occupancy in the Contact Center?
Callminer
MAY 26, 2020
Operating a growing call center operation involves logging and assessing myriad moving elements at once. At the heart of most technological optimizations implemented within a successful call center are fine-tuned metrics. First Call Resolution.
TeleDirect
APRIL 6, 2022
Does your healthcare group require a rapid, reliable platform to handle patient calls? Or maybe you already have medical call center services in place, but they’re not up to speed in terms of performance and patient satisfaction. What are the Benefits of a Healthcare Call Center?
Speaker: Scott Stephenson, Co-Founder, CEO Deepgram
Real-time speech transcription, analysis, and enablement are now a reality. Post-call analysis and selective call auditing has brought you more information and insights on your customers, but what can you do with real-time transcriptions for all your calls? Learn how enterprises can unlock new opportunities with transcription, analysis, and enablement that’s available in milliseconds for every single call.
Callminer
SEPTEMBER 15, 2021
Read how top call center initiatives can boost team morale and foster a sense of achievement among your call center agents, improve call center efficiency, and more
Fonolo
APRIL 5, 2022
What comes to mind when you think of the ideal call center leader? While those are certainly beneficial, the right candidate needs a lot more than that to make it as a successful call center leader. How to Foster Agent Engagement in a Hybrid Contact Center.
Fonolo
JUNE 17, 2021
Keeping your staff motivated and satisfied in their work is vital to contact center performance. Employee engagement is especially important for call centers, since agent turnover tends to be higher. How to Foster Agent Engagement in a Hybrid Contact Center.
Fonolo
OCTOBER 28, 2021
Call center agents do much more than answer the phone. To keep your customers happy, your contact center needs to know what types of transferable skills to look for in new hires, while also supporting the development of these same skills in your existing team members.
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A cloud-based contact center is smart, flexible, and scalable. Plus, it means agents can work remotely. It’s simple and involves a few steps that take less than 10 minutes each. Our team can take care of you! Check out the eBook to learn more.
Fonolo
APRIL 20, 2021
Is your call center experiencing an increase in abandoned calls ? Are your agents unable to answer an unexpected influx of inbound phone requests (otherwise known as call overflow)? 3 Proven Ways to Reduce Abandon Rates in the Call Center.
Fonolo
JULY 29, 2021
Call center employees wear many hats! While call center agents rely on hard skills — or technical skills — to handle contact center technology, call center soft skills are just as critical for success.
Callminer
FEBRUARY 22, 2021
Read this blog to learn about the 25 top trends for 2021 in call center technology
Victor Midgley
JULY 6, 2017
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
Speaker: Sofia Burton & Tiffany O'Malley from SmartAction
In this webinar, our leading experts will walk you through step-by-step to build an ROI for conversational AI.
Fonolo
MAY 13, 2021
Call centers have a reputation as a ‘money pit’ for businesses. Today, we know that a fully optimized contact center can actually create more opportunities for sales and customer engagement. The ROI of Call-Backs for Your Call Center. Overflow centers.
Callminer
SEPTEMBER 5, 2017
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
Fonolo
SEPTEMBER 2, 2021
Call center managers must be aware of industry trends, customer needs, and the latest call center technology. Benchmarking helps call centers compare their operations and processes to other call centers. Global call center benchmarks.
Contact Center Pipeline
MARCH 24, 2020
Call centers are a hub of germs! If someone in your call center gets the coronavirus, it could spread quickly. Having your call center quarantined can result […]. Crisis Management call center cloud-based dialer contact center COVID-19 crisis management remote work
Speaker: Vicki Brackett, Author and COO of Sinousia
Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!
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