INDUSTRY INSIGHTS YOUR PEERS ARE READING
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. MORE
Jane’s CEO observed the bandwidth problem and implemented a solution: She formed an internal call center and hired and trained a team of 10 agents to support it. This story demonstrates that call centers help companies improve overall service levels. Call-Backs. MORE
Andrew Yang, founder of “Venture for America” (and a long-shot candidate for president in 2020) said “Google recently demonstrated software that can do the job of an average call center worker … that’s going to result in hundreds of thousands of jobs lost”. MORE
Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way. So, how can you ensure that customers who call your company are given the help that they need and that they exit the call feeling positive about the interaction and the company? 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
Call center leaders are under ever-increasing pressure to attract and retain top talent, yet a relatively simple solution is available. It’s time to look beyond traditional call center limitations to leverage higher skilled workers that deliver higher quality service. MORE
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. 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
Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . MORE
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 MORE
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). MORE
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. MORE
Noise removal in a call center environment is a challenging task. As opposed to non-human ambient noise like street noise and car horn, the background noise in call centers is actually human voices of people talking in the background. 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
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. MORE
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 MORE
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. MORE
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 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
From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Post-call work time. 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
Outsourcing partners provide a host of services for the healthcare industry, ranging from … Best Practices When Choosing Healthcare Call Center Companies Read More ». The post Best Practices When Choosing Healthcare Call Center Companies appeared first on Ansafone Contact Centers. MORE
Agent training is a huge part of call center life. call center solutionsIn fact, in an industry that suffers the most from agent turnover, agent training should be viewed as everything. MORE
Call Center Outsourcing Best Practices When considering call center outsourcing, high-performing call centers understand that being innovative [crosslink] and employing industry best practices are the best ways to create efficient, productive, happy workplaces. MORE
To assure alignment and execution of your contact center business plans, perhaps the single most important ingredient is the effectiveness of your fronltine supervisors. Identify and develop the six core competencies for call center supervisors. MORE
Whereas, several of them do not have a formal contact center rewards program in place. If you have some idea of call center rewards program for the same reasons; the truth is always there. Easy and Creative Call Center Rewards and Recognition Ideas. MORE
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. MORE
Recruiting & Hiring call center jobs call centers contact centers hiring jobs for homeless nonprofit partnership recruiting MORE
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. MORE
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. 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
Consider these four qualities when researching potential call center partners so that you can make an informed decision that … What To Look For in a Call Center Read More ». The post What To Look For in a Call Center appeared first on Ansafone Contact Centers. MORE
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. MORE
The post Top 3 Reasons Your Call Center Needs Customer Engagement Analytics appeared first on CallMiner. Call Center Best Practices Customer Experience MORE
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”. MORE
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. MORE
Hosted call center software is a delivery model that differs from on-premise software and shares some characteristics with cloud-based software. Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center. MORE
Managing call centers today involves much more than scheduling agents to staff the phone lines. Call Center Best Practices MORE
Many companies around the world rely on the operations of a call center to provide customer service and address questions and concerns that consumers have about their goods or services. Others may utilize call centers to reach out to potential customers to make sales. MORE
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 MORE
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 MORE
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. MORE
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 MORE
Call Center Related Topics Callminer
FEBRUARY 2, 2018
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
Callminer
OCTOBER 11, 2018
From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Post-call work time.
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
Call Center Coach
OCTOBER 3, 2018
To assure alignment and execution of your contact center business plans, perhaps the single most important ingredient is the effectiveness of your fronltine supervisors. Identify and develop the six core competencies for call center supervisors.
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All cloud contact centers are not created equal. PureCloud software is the next-generation, all-in-one cloud contact center solution that helps you manage multichannel customer interactions from a single application.
Ansafone
AUGUST 30, 2018
Outsourcing partners provide a host of services for the healthcare industry, ranging from … Best Practices When Choosing Healthcare Call Center Companies Read More ». The post Best Practices When Choosing Healthcare Call Center Companies appeared first on Ansafone Contact Centers.
Ansafone
OCTOBER 18, 2018
Consider these four qualities when researching potential call center partners so that you can make an informed decision that … What To Look For in a Call Center Read More ». The post What To Look For in a Call Center appeared first on Ansafone Contact Centers.
Callminer
JULY 16, 2018
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.
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
Fonolo
SEPTEMBER 4, 2018
Andrew Yang, founder of “Venture for America” (and a long-shot candidate for president in 2020) said “Google recently demonstrated software that can do the job of an average call center worker … that’s going to result in hundreds of thousands of jobs lost”.
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.
inContact
OCTOBER 16, 2018
Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way. So, how can you ensure that customers who call your company are given the help that they need and that they exit the call feeling positive about the interaction and the company?
Convoso
JULY 24, 2017
Agent training is a huge part of call center life. call center solutionsIn fact, in an industry that suffers the most from agent turnover, agent training should be viewed as everything.
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?".
Ansafone
AUGUST 23, 2018
Call Center Outsourcing Best Practices When considering call center outsourcing, high-performing call centers understand that being innovative [crosslink] and employing industry best practices are the best ways to create efficient, productive, happy workplaces.
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
Call Center Coach
JULY 6, 2017
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.
Callminer
FEBRUARY 28, 2017
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
Callminer
MAY 2, 2018
Hosted call center software is a delivery model that differs from on-premise software and shares some characteristics with cloud-based software. Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center.
Callminer
SEPTEMBER 26, 2016
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.
Call Center Coach
JULY 13, 2017
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.
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?".
Fonolo
JUNE 26, 2018
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).
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
Contact Center Pipeline
MAY 8, 2018
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.
Call Center Coach
APRIL 27, 2017
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.
Callminer
OCTOBER 12, 2017
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
ChaseData
SEPTEMBER 18, 2018
Many companies around the world rely on the operations of a call center to provide customer service and address questions and concerns that consumers have about their goods or services. Others may utilize call centers to reach out to potential customers to make sales.
Dialer 360
OCTOBER 12, 2018
Whereas, several of them do not have a formal contact center rewards program in place. If you have some idea of call center rewards program for the same reasons; the truth is always there. Easy and Creative Call Center Rewards and Recognition Ideas.
Callminer
AUGUST 1, 2017
Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: .
SoliCall
JULY 31, 2018
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.
Call Center Coach
JUNE 28, 2017
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.
Fonolo
OCTOBER 18, 2018
Jane’s CEO observed the bandwidth problem and implemented a solution: She formed an internal call center and hired and trained a team of 10 agents to support it. This story demonstrates that call centers help companies improve overall service levels. Call-Backs.
Callminer
MARCH 20, 2017
Managing call centers today involves much more than scheduling agents to staff the phone lines. Call Center Best Practices
Dialer 360
MARCH 9, 2018
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”.
Liveops
OCTOBER 12, 2018
Call center leaders are under ever-increasing pressure to attract and retain top talent, yet a relatively simple solution is available. It’s time to look beyond traditional call center limitations to leverage higher skilled workers that deliver higher quality service.
Callminer
JULY 29, 2016
The post Top 3 Reasons Your Call Center Needs Customer Engagement Analytics appeared first on CallMiner. Call Center Best Practices Customer Experience
SoliCall
OCTOBER 7, 2018
Noise removal in a call center environment is a challenging task. As opposed to non-human ambient noise like street noise and car horn, the background noise in call centers is actually human voices of people talking in the background.
Convoso
JUNE 20, 2017
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.
Callminer
SEPTEMBER 20, 2017
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.
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
Convoso
JUNE 13, 2017
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.
SoliCall
MARCH 25, 2018
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
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