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Exit Interview Questions for Call Center Employees

Callminer

JUNE 18, 2020

Employee departures can be tough to handle in the fast-paced environment of a call center. Exit interviews allow lost talent to tell you what went wrong and what aspects of your call center’s operations could stand to be updated. The questions below deal specifically with the employee experience , and may potentially enable you to discover important insights that can inform lasting improvements in your contact center. MORE

Call Center Morale Feedback Best practices 140

25 Call Center Technology Trends to Watch in 2021

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 MORE

Call Center Technology Banking Real estate 182

21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations

Callminer

SEPTEMBER 14, 2020

Business analysts play an integral role in any industry, but they’re especially vital in call center operations. They help call centers continuously optimize their processes and provide better experiences for both call center employees and the customers or clients they interact with. MORE

Call Center Big data Best practices Scripts 182

9 Call Center Environment Best Practices

Callminer

FEBRUARY 24, 2020

Cultivating a productive call center environment involves optimizing many different facets of its operations. From facility design to computer systems and software integrations, all aspects of your call center that impact its internal atmosphere can affect employee performance. The power your call center environment has over your staff’s overall level of productivity cannot be overestimated. Your call center is only as good as its agents. MORE

Best practices Call Center voip Morale 152

Direct response call center services

Grupo Noa

FEBRUARY 24, 2021

Choosing a call center for direct response services keeps costs down while providing an. Grupo Noa International provides 24×7×365 direct response inbound call centers support. Discover how our Direct Response call centers service can provide success to your marketing. MORE

Call Center Upselling Advertising Marketing 52

Call Center Metrics: Examples, Tips & Best Practices

Callminer

NOVEMBER 25, 2019

An efficient call center operation hinges on the ability of management to identify flaws in their systems and practices as well as execute improvement plans to fix these quickly. However, the exact tools and approach you employ at your call center for this purpose should align with your center’s mission and personnel. Types of Call Centers. Not all call centers are created equally. Outbound Call Centers. MORE

Best practices Metrics Call Center Average Handle Time 140

How Call Centers Can Provide Necessary Assistance in Emergencies

Ansafone

FEBRUARY 20, 2021

For many companies, a call center can provide them with the best way to help their customers while minimizing the workload for them and their office employees. When it comes to an emergency situation, a call center can prove even more invaluable for your whole business. MORE

Call Center outsourcing Contact Center Customer Service 68

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

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. With managers often having large staffs of call center representatives to manage, regulatory compliance requirements to address, customer satisfaction to uphold, sales targets to hit, and more, it’s no surprise that call […]. MORE

Call Center Management Best practices Sales 305

20 Business Leaders Share How Call Centers Can Address Increased Customer Vulnerability

Callminer

FEBRUARY 4, 2021

To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. MORE

Call Center Best practices Finance Contact Center 198

MOTIVATING CALL CENTER AGENTS

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 MORE

Call Center Management 131

Operational Challenges in the Call Center Industry

Callminer

FEBRUARY 19, 2020

There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. From actively keeping track of shifts in the industry’s technological standards and accommodating economic imperatives to handling other critical processes within the realm of human resources , there are enough potential challenges to tackle in typical call center operations to keep entire management teams reasonably busy year-round. MORE

Call Center Best practices Technology Customer Support 194

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

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. Given the sheer number of metrics and KPIs that call centers could track, it’s no surprise that some metrics tend to go overlooked. It’s no secret that many people can’t stand call centers…”. MORE

Call Center Metrics Best practices Contact Center 444

7 Latest Call Center Technology You Haven’t Heard Of

Fonolo

FEBRUARY 16, 2021

Contact center technology has come a long way since its early years as a jury-rigged air traffic control system. The pandemic has hastened many call center trends and compounded technological developments. Contact Center Trends 2021. MORE

Technology Call Center Gamification SaaS 83

Call Center Statistics You Should Know

Callminer

DECEMBER 17, 2019

Call centers , in particular, represent just one facet of a large and varied international outsourcing industry. However, the world’s call centers are arguably the most public examples of companies’ outsourcing efforts, facing customer directly in one-on-one interactions. Of course not all call centers are outsourced, nor are all call centers purely customer-facing operations. Call Center Workforce Statistics. MORE

Call Center outsourcing Finance Best practices 152

21 Call Center Managers Share Their Favorite Call Center Leadership Activities

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Meet Our Panel of Call Center Managers & Business Leaders: Adeel Shabir. MORE

Call Center Management Scripts Gamification 140

Call Center Regulatory Compliance

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. Unfortunately, threats to consumer safety and privacy during dealings with call centers come in many forms, warranting a more encompassing approach to protection than other organizations might have use for. MORE

Call Center Best practices Government Accountability 140

Call Center Service Levels: Calculations, Metrics, & Industry Standards

Callminer

MARCH 23, 2020

Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. One of these methods is Call Center Service Levels. In the context of call centers, this is often employed to measure the percentage of incoming calls that agents answer live during a set amount of time. In this resource, you find: What constitutes calculating call center service levels. MORE

industry standards Service level Metrics Call Center 152

Best Practices to Monitor Your Remote Call Center Agents

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. MORE

Best practices Call Center Contact Center Marketing 191

Outbound Call Center Tips & Best Practices

Callminer

SEPTEMBER 23, 2020

Outbound call centers depend on skilled and well-trained agents as much as useful software to consistently meet business goals. Keeping an outbound call center operating efficiently means making the most of both the talent you have on hand and the tools you can afford to implement. MORE

Best practices Call Center Outbound sales Telemarketing 182

Call Center Security Tips

Working Solutions

JANUARY 18, 2021

Security Fundamentals In an information-driven era data security tops the list of importance in any contact center. Billy West, our vice president of information technology, provides some insight and a few fundamental tips on protecting data and privacy in call centers. MORE

Call Center Contact Center Technology 52

Call Center Metrics Best Practices

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. When properly harnessed, call center metrics open the door to precise monitoring of growth over time. The Importance of Metrics in Call Center Operations. MORE

Best practices Metrics Call Center Surveys 175

2020 Call Center Metrics: 6 Key Metrics for Your Call Center Dashboard

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. However, not all metrics make sense for a growing call center to monitor. Below, we have put together a batch of the best metrics a call center can make use of to inform growth strategies and track performance. MORE

Metrics Call Center Average Handle Time First call resolution 152

Call Center Floor Rules

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. As such, your call center’s main floor, where agents take on customer concerns daily, ought to be bound by a thoughtful and helpful set of rules. When rules are intelligently laid out and diligently upheld, call center operations flourish. Call Etiquette. MORE

Call Center Coaching Morale Best practices 140

The Advancement of Call Center Technology

Ansafone

FEBRUARY 25, 2021

Call center technology is rapidly changing. As many call centers work to add new ideas and methods to impress their clients and serve the customers better, many will need to think about implementing the latest call center technology as effectively as possible. MORE

Technology Call Center Business Process Outsourcing outsourcing 68

Call center cost reduction strategies

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. MORE

Call Center Gamification Average Handle Time Morale 119

Call Center Preparation for the Coronavirus

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 MORE

Call Center Contact Center Management 157

9 Effective Call Center Strategies to Implement in This Year

Fonolo

FEBRUARY 11, 2021

It’s easy to get complacent in the call center, taking customer queries one after the other. The Executive Guide to Improving Call Center Metrics. The good news is, we’ve done the heavy lifting and rounded up the best strategies to implement in your call center. MORE

Call Center Abandon rate Coaching Metrics 84

5 Call Center Training Best Practices

Callminer

FEBRUARY 12, 2020

Great customer service agents form the backbone of every successful call center operation. Call centers depend on quality training programs more than most other businesses because representatives have the potential to directly influence consumer perceptions through their own performance on the job. To ensure that your own call center’s training program is effective, give the following tips and best practices a try. Give Recorded Call Analysis a Go. MORE

Best practices Call Center Construction Feedback 140

A Short History of Call Center Technology

Fonolo

FEBRUARY 23, 2021

This blog is for contact center industry newbies. It’s a quick rundown of call centers and how contact center technology has developed over the last 70 years. What does call center technology mean? Top Contact Center Trends 2021. MORE

Technology Call Center Banking Interactive Voice Response 80

Planning for the call center hybrid workforce

CCNG

JANUARY 19, 2021

In a recent CCNG event, I spoke about the trends that I’m seeing globally in call centres. Richard Kenny is an 18 year veteran of the contact center industry, working as the Senior Product Marketing Manager, Contact Centre & Unified Communications for Poly (formerly Plantronics MORE

Call Center CCNG Feedback Contact Center 195

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

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 MORE

Call Center Best practices 536

Termination Letter Examples for Call Centers & Customer Service Pros

Callminer

JULY 22, 2020

Whether a situation calls for a company to let go of their employees, or instead, some of their customers, it can be tough to convey the appropriate tone and delivery to those affected. Terminating professional relationships can be difficult. MORE

Call Center Customer Service Best practices Coaching 182

Your Guide to Call Center Outsourcing in 2021

Fonolo

FEBRUARY 24, 2021

In this guide, we’ll walk you through the reasons why businesses outsource their customer service strategies to call center companies. We’ll also explore some of the pros and cons that come with call center outsourcing and customer service companies. MORE

outsourcing Call Center Telecommunications Technical Support 76

22 Customer Service Experts Reveal How Call Center Reps Should Address Complaints About Bad Customer Service

Callminer

JULY 30, 2020

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

Call Center Customer Service Best practices Scripts 237
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call center software call center solutions Contact Center virtual call center Call center experience First call resolution outsourcing call center professionals Multi-channel support call center workforce More Related Topics >

Best Practices to Monitor Your Remote Call Center Agents

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.

Best practices 191
More
Best practices Call Center Contact Center Marketing 191

25 Call Center Technology Trends to Watch in 2021

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

Call Center 182
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Call Center Technology Banking Real estate 182
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A Short History of Call Center Technology

Fonolo

FEBRUARY 23, 2021

This blog is for contact center industry newbies. It’s a quick rundown of call centers and how contact center technology has developed over the last 70 years. What does call center technology mean? Top Contact Center Trends 2021.

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Technology Call Center Banking Interactive Voice Response 80

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20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

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. Given the sheer number of metrics and KPIs that call centers could track, it’s no surprise that some metrics tend to go overlooked. It’s no secret that many people can’t stand call centers…”.

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Frontline Call Center Partners with VBurchett Consulting to Improve Patients' Experiences

Advertiser: Frontline Group

Frontline Call Center and VBurchett Consulting are joining forces in modern patient care with a new patient engagement center that utilizes telemedicine.

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Outbound Call Center Tips & Best Practices

Callminer

SEPTEMBER 23, 2020

Outbound call centers depend on skilled and well-trained agents as much as useful software to consistently meet business goals. Keeping an outbound call center operating efficiently means making the most of both the talent you have on hand and the tools you can afford to implement.

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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

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

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InformaTech

InformaTech

Call Center Floor Rules

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. As such, your call center’s main floor, where agents take on customer concerns daily, ought to be bound by a thoughtful and helpful set of rules. When rules are intelligently laid out and diligently upheld, call center operations flourish. Call Etiquette.

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Call Center Regulatory Compliance

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. Unfortunately, threats to consumer safety and privacy during dealings with call centers come in many forms, warranting a more encompassing approach to protection than other organizations might have use for.

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Call Center Metrics Best Practices

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. When properly harnessed, call center metrics open the door to precise monitoring of growth over time. The Importance of Metrics in Call Center Operations.

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Planning for the call center hybrid workforce

CCNG

JANUARY 19, 2021

In a recent CCNG event, I spoke about the trends that I’m seeing globally in call centres. Richard Kenny is an 18 year veteran of the contact center industry, working as the Senior Product Marketing Manager, Contact Centre & Unified Communications for Poly (formerly Plantronics

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How Call Lifecycle Details Help Increase Customer Satisfaction

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Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

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InformaTech

InformaTech

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

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

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Direct response call center services

Grupo Noa

FEBRUARY 24, 2021

Choosing a call center for direct response services keeps costs down while providing an. Grupo Noa International provides 24×7×365 direct response inbound call centers support. Discover how our Direct Response call centers service can provide success to your marketing.

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

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. With managers often having large staffs of call center representatives to manage, regulatory compliance requirements to address, customer satisfaction to uphold, sales targets to hit, and more, it’s no surprise that call […].

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The Advancement of Call Center Technology

Ansafone

FEBRUARY 25, 2021

Call center technology is rapidly changing. As many call centers work to add new ideas and methods to impress their clients and serve the customers better, many will need to think about implementing the latest call center technology as effectively as possible.

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Technology Call Center Business Process Outsourcing outsourcing 68

Call center cost reduction strategies

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.

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Call Center Gamification Average Handle Time Morale 119

Need to More Effectively Manage Your Call Center?

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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!

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Operational Challenges in the Call Center Industry

Callminer

FEBRUARY 19, 2020

There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. From actively keeping track of shifts in the industry’s technological standards and accommodating economic imperatives to handling other critical processes within the realm of human resources , there are enough potential challenges to tackle in typical call center operations to keep entire management teams reasonably busy year-round.

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Call Center Preparation for the Coronavirus

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

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Call Center Contact Center Management 157

20 Business Leaders Share How Call Centers Can Address Increased Customer Vulnerability

Callminer

FEBRUARY 4, 2021

To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”.

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Call Center Best practices Finance Contact Center 198

21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations

Callminer

SEPTEMBER 14, 2020

Business analysts play an integral role in any industry, but they’re especially vital in call center operations. They help call centers continuously optimize their processes and provide better experiences for both call center employees and the customers or clients they interact with.

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Call Center Big data Best practices Scripts 182

How Call Centers Can Bring the Behavior Change Cycle to Life

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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Call Center Service Levels: Calculations, Metrics, & Industry Standards

Callminer

MARCH 23, 2020

Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. One of these methods is Call Center Service Levels. In the context of call centers, this is often employed to measure the percentage of incoming calls that agents answer live during a set amount of time. In this resource, you find: What constitutes calculating call center service levels.

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Your Guide to Call Center Outsourcing in 2021

Fonolo

FEBRUARY 24, 2021

In this guide, we’ll walk you through the reasons why businesses outsource their customer service strategies to call center companies. We’ll also explore some of the pros and cons that come with call center outsourcing and customer service companies.

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MOTIVATING CALL CENTER AGENTS

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

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Call Center Management 131

7 Latest Call Center Technology You Haven’t Heard Of

Fonolo

FEBRUARY 16, 2021

Contact center technology has come a long way since its early years as a jury-rigged air traffic control system. The pandemic has hastened many call center trends and compounded technological developments. Contact Center Trends 2021.

Technology 83
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Technology Call Center Gamification SaaS 83

Secret Sauce: How the Behavior Change Cycle Will Improve Call Center Sales Success

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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.

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9 Effective Call Center Strategies to Implement in This Year

Fonolo

FEBRUARY 11, 2021

It’s easy to get complacent in the call center, taking customer queries one after the other. The Executive Guide to Improving Call Center Metrics. The good news is, we’ve done the heavy lifting and rounded up the best strategies to implement in your call center.

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Call Center Abandon rate Coaching Metrics 84

Call Center Security Tips

Working Solutions

JANUARY 18, 2021

Security Fundamentals In an information-driven era data security tops the list of importance in any contact center. Billy West, our vice president of information technology, provides some insight and a few fundamental tips on protecting data and privacy in call centers.

Call Center 52
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Call Center Contact Center Technology 52

9 Call Center Environment Best Practices

Callminer

FEBRUARY 24, 2020

Cultivating a productive call center environment involves optimizing many different facets of its operations. From facility design to computer systems and software integrations, all aspects of your call center that impact its internal atmosphere can affect employee performance. The power your call center environment has over your staff’s overall level of productivity cannot be overestimated. Your call center is only as good as its agents.

Best practices 152
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Best practices Call Center voip Morale 152

2020 Call Center Metrics: 6 Key Metrics for Your Call Center Dashboard

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. However, not all metrics make sense for a growing call center to monitor. Below, we have put together a batch of the best metrics a call center can make use of to inform growth strategies and track performance.

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5 Ways to Engage Employees for Immediate Impact

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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Call Center Statistics You Should Know

Callminer

DECEMBER 17, 2019

Call centers , in particular, represent just one facet of a large and varied international outsourcing industry. However, the world’s call centers are arguably the most public examples of companies’ outsourcing efforts, facing customer directly in one-on-one interactions. Of course not all call centers are outsourced, nor are all call centers purely customer-facing operations. Call Center Workforce Statistics.

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Call Center outsourcing Finance Best practices 152

Exit Interview Questions for Call Center Employees

Callminer

JUNE 18, 2020

Employee departures can be tough to handle in the fast-paced environment of a call center. Exit interviews allow lost talent to tell you what went wrong and what aspects of your call center’s operations could stand to be updated. The questions below deal specifically with the employee experience , and may potentially enable you to discover important insights that can inform lasting improvements in your contact center.

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Call Center Morale Feedback Best practices 140

Termination Letter Examples for Call Centers & Customer Service Pros

Callminer

JULY 22, 2020

Whether a situation calls for a company to let go of their employees, or instead, some of their customers, it can be tough to convey the appropriate tone and delivery to those affected. Terminating professional relationships can be difficult.

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Call Center Customer Service Best practices Coaching 182

How Call Centers Can Provide Necessary Assistance in Emergencies

Ansafone

FEBRUARY 20, 2021

For many companies, a call center can provide them with the best way to help their customers while minimizing the workload for them and their office employees. When it comes to an emergency situation, a call center can prove even more invaluable for your whole business.

Call Center 68
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Call Center outsourcing Contact Center Customer Service 68

The Health of the Contact Center: Are You Ready for 2019?

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1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. center, showing that brands are willing to do—and spend—what it takes to create loyal customers. Every day, contact center agents act as brand ambassadors during their hundreds, if not thousands, of customer. This report details the opin- ions of over 1,000 contact center employees in the US and the UK, the confidence they have in succeeding at their.

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Call Center Metrics: Examples, Tips & Best Practices

Callminer

NOVEMBER 25, 2019

An efficient call center operation hinges on the ability of management to identify flaws in their systems and practices as well as execute improvement plans to fix these quickly. However, the exact tools and approach you employ at your call center for this purpose should align with your center’s mission and personnel. Types of Call Centers. Not all call centers are created equally. Outbound Call Centers.

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Best practices Metrics Call Center Average Handle Time 140

22 Customer Service Experts Reveal How Call Center Reps Should Address Complaints About Bad Customer Service

Callminer

JULY 30, 2020

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.

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5 Call Center Training Best Practices

Callminer

FEBRUARY 12, 2020

Great customer service agents form the backbone of every successful call center operation. Call centers depend on quality training programs more than most other businesses because representatives have the potential to directly influence consumer perceptions through their own performance on the job. To ensure that your own call center’s training program is effective, give the following tips and best practices a try. Give Recorded Call Analysis a Go.

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21 Call Center Managers Share Their Favorite Call Center Leadership Activities

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Meet Our Panel of Call Center Managers & Business Leaders: Adeel Shabir.

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Call Center Management Scripts Gamification 140

The Impact of the Behavior Change Cycle on Call Center Performance

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VoiceOps developed the Behavior Change Cycle to address the problem of behavior adherence among call center teams. This info sheet shows real ROI data so you can see what the Behavior Change Cycle could do for your call center teams. Download it today!

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