[Free eBook] Ultimate Guide to Empowering Superstar Call Center Agents


Building a call center culture that breeds motivated and empowered agents is a lot easier said than done. With so much at stake in every customer interaction, call center managers tend to be too reliant on old redundant policies that simply breed frustrated customers or a lack of sales.

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.

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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.

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.

25 Handy Call Center Hacks You Can’t Live Without


Call centers get a bad rap for being stress inducing, soul sucking, and just plain dreadful places to work. That may be true for some, but if you’re a savvy call center leader, making the most of your work, and walking away from each day unscathed, is completely possible.

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.

The HAUNTED Call Center: 5 Party Ideas


Your call center works hard year-round to make sure metrics are being met and customers are happy. Studies have shown that call center agents quit most often because of their work environments rather than their compensation.

12 Critical Questions for Call Center Agent Engagement

Win the Customer

Call Center Coaching Culture Customer Service Management Leadership Based on 25 years of research done by Gallup polls, the book "First Break All of the Rules" shares the following 12 questions that are key in keeping your talented employees.

Call Center Terminology: How Much Do You Really Know?


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.

Why Mindfulness Belongs in Your Call Center

Customer Centric Support

Customer service and contact center staff need the tools to reduce stress, increase focus and productivity, as much, if not more than the average office worker. Without doubt, there is a place for some level of mindfulness in your contact center.

4 Call Center Reports Worth Your Time


One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. Who wrote it: Brian Cantor, Call Center Week (a division of IQPC). This approach is simply unacceptable in the so-called age of customer centricity.

Telecom Expense Management in Call Centers

Bright Pattern

Voice call charges constitute a significant share of call center expenses.

5 Reasons Why Call Centers Must Be Mobile Friendly

Win the Customer

Mobile technology just makes things easier, and that goes for call centers as well. It only stands to reason that your call center software should also be mobile-friendly. Does your call center have an app that customers can use for contact?

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


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

4 MORE Call Center Reports Worth Your Time


Last month we shared 4 Call Center Reports Worth Your Time. A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. Who wrote it: Call Center Week.

What Every Entrepreneur Can Learn from a Call Center Employee

Abby Connect Virtual Receptionists

Being an entrepreneur is a growing trend these days. With plummeting levels of job growth and difficulties finding lucrative jobs, most young people graduating from colleges and universities think about starting their own business.

Integrate Social Media Channels to Transform the Call Center Experience

Win the Customer

Social routing is an emerging trend, a way in which contact centers can more accurately meet the needs of their customers. TMCNet discusses the answer by describing the modern day customer and the challenge that call centers face as they look to integrate social media channels […].

Keeping Up with Customer Service Developments

Brad Cleveland

Call Center Contact Center Customer Service Leadership Videos Brad Cleveland Call Center Management On Fast Forward

14 Critical Call Center Metrics You Should be Tracking


As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive.

How to take action with Call Center Analytics

Customer Relationship Metrics

A large part of the success of any contact center operation is dependent upon people; not technology as you might assume. “Understanding call center analytics is becoming necessity for high-performing leaders.”

3 Key Soft Skills Every Call Center Agent Must Have

Win the Customer

Concrete customer feedback metrics, KPIs and CRM systems can be considered as the ‘science’ behind call centers, but the soft skills of call center agents are considered as the art. Here are the top 3 soft skills successful call center agents should possess.

7 (More) Call Center Best Practices


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.

The Secret Weapon for Call Centers

Taylor Reach Group

Regardless of the size of the Call Center(s), you have this in your arsenal. A forecast is a calculated prediction of what traffic the center is likely to receive in the upcoming periods. 2) All centers and phone systems generate data, sometimes lots of data.

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


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

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


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

Is Your Call Center TCPA Compliant? This $280M Lawsuit Proves Just How Important Compliance is.


However, a severe lack of resources to help call center operations remain compliant has resulted in major frustrations to consumers and has costed businesses thousands of dollars worth of legal penalties, and in some instances resulting in going out of business entirely. call center solutionsLike many other industries, businesses with telemarketing operations must adhere to several federal and state laws and regulations.

How to measure a call center’s quality


Are You Measuring these Top Contact Center KPI’s? For call center managers, metrics monitoring is all in a day’s work, from first call resolution to average handle time, agent absenteeism and much more. To understand how your business measures up in this area it’s important to track first call resolution (FCR), average wait time and self-service usage. A discussion about contact center metrics isn’t complete without considering costs.

How Do You Define Call Center Adherence Best Practices?


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

This Call Center Reduced Abandon Rates by 62%


Velocity was struggling with long hold times and a high number of abandoned calls. They thought they had to replace their legacy call center system to correct this problem – which would be costly and time consuming. How a Call-Back Solution Can Help.

Cost Cutting in the Call Center Kills Customer Experience

Win the Customer

Business Call Center Customer Service Management Finances If careful consideration is not made in cost cutting, companies will end up spending less and getting less, or spending less, but costing more in other areas that have to compensate.

Contact Center, Call Center and Customer Experience Events – September 2017

Taylor Reach Group

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. Contact Center Nation – Mid Atlantic Fall Event – Reston Virginia – September 13. Preparing Tomorrow’s Contact Center TODAY.

Call Center Managers: Do You Need a Reality Check?

Win the Customer

Call center managers are the people responsible for orchestrating the entire workflow for their organization. This is why the contact center managers are always walking the tight rope.

BLOG-SIKORSKI’S THINK ABOUTS: Interior Design of Your Call Center # 2

Sikorski's Think Abouts

Here is #2 of my Call Center design series. Center Functions. Structure of the Center. This week’s discussion with your employees – discuss the “Flow of Work” in your center. Warmest regards, Laura Sikorski – Independent Call Center Consultant.

5 Strategies for Improving Call Center Coaching Sessions


Every contact center manager wants a team of agents that perform at optimum levels. That’s why it’s so important to be as considerate and thoughtful as possible with call center coaching. While every manager has his or her own unique communication style, it’s worthwhile to take note of some successful call center coaching strategies. Here are five different ways contact center managers can make sure they’re getting the most out of their agent coaching sessions.

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

Catch Fonolo at the National Credit Union Call Center Conference


This is why the National Credit Union Call Center Conference is so important. Here you will be able to discuss in-person, the challenges you are experiencing in your call center, and a Fonolo team member will be able to explain how our solutions can help.

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