[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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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.

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.

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)


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

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.

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.

How to Prevent Call Center Agents Fatigue by using Workforce Management Solutions


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.

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

Keeping Up with Customer Service Developments

Brad Cleveland

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

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?

Telecom Expense Management in Call Centers

Bright Pattern

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

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.

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 […].

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.

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.

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

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.”

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.

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.

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.

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

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.

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.

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.

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.

5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management

5 Call Center Tech Trends That Have Become Mainstream in 2014

Win the Customer

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

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

Sikorski's Think Abouts

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?

Video: How to Motivate Your Millennial Call Center Agents


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.

3 Simple Ways To Upgrade Your Call Center Experience and Win the Customer

Win the Customer

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

Top 3 Reasons Your Call Center Needs Customer Engagement Analytics


The post Top 3 Reasons Your Call Center Needs Customer Engagement Analytics appeared first on CallMiner. Call Center Best Practices Customer Experience

Adherence to Schedule Tips

Brad Cleveland

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

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.

Ensuring a Successful Go-Live Launch for Your Call Center Technology


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

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.

8 Key Customer Service Skills All Call Centers Need to Succeed

Win the Customer

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

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.