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
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? MORE
Here is #5 of my Call Center Design series. This is the last of my Call Center Design series and I do hope you have taken away some “Think Abouts” for your next redesign. Warmest regards, Laura Sikorski – Independent Call Center Consultant. 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
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. MORE
Throughout my career I have designed the physical interior layout of call centers from 5 to 500 agent seats across the globe. This next blog series will step you through the basic process of designing your center for efficiency and productivity. What Makes a Center Well Designed? MORE
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. MORE
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. MORE
Here is #4 of my Call Center Design series. Warmest regards, Laura Sikorski – Independent Call Center Consultant. Layout – Common Issues to Avoid. Insufficient training space, lounge space and conference rooms. Reference library. Counseling/Project/Quiet rooms. MORE
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. 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
In fulfilling their typical daily responsibilities, it can be all too easy for call center agents to become fatigued. If contact center leaders fail to provide a working environment that eases agent fatigue, a number of serious problems may arise. MORE
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. MORE
Voice call charges constitute a significant share of call center expenses. MORE
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. MORE
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. MORE
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. MORE
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. 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
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
Educate each person on how much impact he or … Call Center Contact Center Customer Service Leadership Workforce Management adherence to schedule Brad Cleveland Call Center Management On Fast Forward workforce management MORE
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 […]. MORE
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. MORE
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. 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
Call Center Contact Center Customer Service Leadership Videos Brad Cleveland Call Center Management On Fast Forward 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
Managing call centers today involves much more than scheduling agents to staff the phone lines. Call Center Best Practices MORE
You and your project team have poured hours into the design and implementation of your new call center technology platform, and the big day has finally arrived – Go-Live. Create “invitations” to disburse throughout the contact center inviting agents to Go-Live. 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
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.” MORE
As we come close to the last quarter of 2014, let us have a quick look at the five critical tech trends that came on the scene this year and are continuously driving changes in the call center landscape. Call Center Customer Service Technology 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
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. MORE
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management MORE
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. MORE
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. MORE
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 MORE
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. MORE
With the growing number of channels by which customers can now contact businesses, call centers must adapt their strategy and structure to leave room for coordination, collaboration, and enhance the customer experience. Call Center Customer Service Technology MORE
To succeed in the age of the customers, call centers need to transform into action centers focused on meeting and exceeding customer expectations. Call Center Infographic MORE
Call Center Related Topics 
Convoso
JULY 5, 2017
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.
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.
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.
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
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
Win the Customer
FEBRUARY 26, 2015
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.
Customer Centric Support
FEBRUARY 6, 2017
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.
Aspect
SEPTEMBER 6, 2017
In fulfilling their typical daily responsibilities, it can be all too easy for call center agents to become fatigued. If contact center leaders fail to provide a working environment that eases agent fatigue, a number of serious problems may arise.
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
Brad Cleveland
AUGUST 25, 2017
Call Center Contact Center Customer Service Leadership Videos Brad Cleveland Call Center Management On Fast Forward
Win the Customer
JANUARY 13, 2016
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?
Bright Pattern
JULY 28, 2017
Voice call charges constitute a significant share of call center expenses.
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.
Win the Customer
JANUARY 23, 2015
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 […].
inContact
MARCH 10, 2016
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.
Win the Customer
DECEMBER 18, 2015
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.
Callminer
MARCH 20, 2017
Managing call centers today involves much more than scheduling agents to staff the phone lines. Call Center Best Practices
Customer Relationship Metrics
MAY 1, 2017
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.”
Convoso
JUNE 15, 2017
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.
Taylor Reach Group
JUNE 8, 2017
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.
Taylor Reach Group
AUGUST 29, 2017
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.
Callminer
APRIL 8, 2016
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
Abby Connect Virtual Receptionists
JUNE 20, 2017
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.
Win the Customer
FEBRUARY 24, 2015
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.
Fonolo
SEPTEMBER 19, 2017
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.
Win the Customer
OCTOBER 13, 2014
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.
Sikorski's Think Abouts
MAY 10, 2015
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.
inContact
SEPTEMBER 15, 2016
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.
Brad Cleveland
SEPTEMBER 1, 2017
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management
Win the Customer
SEPTEMBER 15, 2014
As we come close to the last quarter of 2014, let us have a quick look at the five critical tech trends that came on the scene this year and are continuously driving changes in the call center landscape. Call Center Customer Service Technology
Sikorski's Think Abouts
MAY 3, 2015
Throughout my career I have designed the physical interior layout of call centers from 5 to 500 agent seats across the globe. This next blog series will step you through the basic process of designing your center for efficiency and productivity. What Makes a Center Well Designed?
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.
Win the Customer
MARCH 10, 2014
With the growing number of channels by which customers can now contact businesses, call centers must adapt their strategy and structure to leave room for coordination, collaboration, and enhance the customer experience. Call Center Customer Service Technology
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
Brad Cleveland
SEPTEMBER 7, 2017
Educate each person on how much impact he or … Call Center Contact Center Customer Service Leadership Workforce Management adherence to schedule Brad Cleveland Call Center Management On Fast Forward workforce management
Sikorski's Think Abouts
JUNE 4, 2015
Here is #4 of my Call Center Design series. Warmest regards, Laura Sikorski – Independent Call Center Consultant. Layout – Common Issues to Avoid. Insufficient training space, lounge space and conference rooms. Reference library. Counseling/Project/Quiet rooms.
inContact
JANUARY 24, 2017
You and your project team have poured hours into the design and implementation of your new call center technology platform, and the big day has finally arrived – Go-Live. Create “invitations” to disburse throughout the contact center inviting agents to Go-Live.
Sikorski's Think Abouts
JUNE 14, 2015
Here is #5 of my Call Center Design series. This is the last of my Call Center Design series and I do hope you have taken away some “Think Abouts” for your next redesign. Warmest regards, Laura Sikorski – Independent Call Center Consultant.
Win the Customer
JANUARY 27, 2015
To succeed in the age of the customers, call centers need to transform into action centers focused on meeting and exceeding customer expectations. Call Center Infographic
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.
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