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Several centuries later, Galileo’s words still ring true for contact centers. These days, there are tons of key performance indicators (KPIs) and call center metrics to evaluate call center performance and call center agent performance. MORE
Going into 2022, we’ve got our eye on seven trends that are expected to help call centers deliver service excellence while still keeping a close eye on their bottom line to ensure business continuity in an unstable economic environment. MORE
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
With the right mechanisms at their disposal, agents are better equipped to drive sales, solve customer disputes, and otherwise contribute to your bottom line and call center metric health. But technology has remained a barrier for modern contact centers. Call-backs. MORE
Technology agent desktop AI call center cloud solutions Collaboration communication solutions contact center desktop virtualization machine learning UC UCC unified communications unified communications and collaboration MORE
Call center employees wear many hats! While call center agents rely on hard skills — or technical skills — to handle contact center technology, call center soft skills are just as critical for success. MORE
To optimize your call center’s performance, you need to think about improving your customers’ experience. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. The Contact Center Guide to Managing Spikes in Call Volume. MORE
Is your call center experiencing an increase in abandoned calls ? Are your agents unable to answer an unexpected influx of inbound phone requests (otherwise known as call overflow)? 3 Proven Ways to Reduce Abandon Rates in the Call Center. MORE
Employees, especially call center agents, spend a significant portion of their lives at work. Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work. How does a call center environment affect agents? MORE
Call center managers must be aware of industry trends, customer needs, and the latest call center technology. Benchmarking helps call centers compare their operations and processes to other call centers. Global call center benchmarks. MORE
Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. The physical environment in your call center can be just as impactful as the technology you use. Why is a workplace layout important for call centers? MORE
Keeping your staff motivated and satisfied in their work is vital to contact center performance. Employee engagement is especially important for call centers, since agent turnover tends to be higher. How to Foster Agent Engagement in a Hybrid Contact Center. MORE
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. Regulations That Impact Call Centers. MORE
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
High call center agent productivity is every call center manager’s dream. So many factors damper agent productivity, like high call volumes and staff turnover, both of which are only too common in the call center industry. Cost per call. MORE
Read how top call center initiatives can boost team morale and foster a sense of achievement among your call center agents, improve call center efficiency, and more MORE
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. MORE
If your team is trying to take its call center productivity to the next level, read this blog for tips and techniques to help make agents more efficient and effective MORE
182 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. First Call Resolution. MORE
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. When rules are intelligently laid out and diligently upheld, call center operations flourish. MORE
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
Managers and supervisors must schedule, monitor, and engage call center agents. With so many moving parts, it’s hard to measure call center management performance. Industry Report: Contact Center Trends 2022. These 4 practices make a strong call center manager. . MORE
As contact centers across the world continue to recover and adapt from the aftershock of the COVID-19 pandemic, it’s become clear that empathy isn’t just a trend customer support teams need to embrace – it needs to be part of your operational foundations. MORE
Call center analytics software is an important tool in optimizing, growing and making your call center more efficient. Learn what's needed to discover and acquire the best solutions on the market MORE
As the lifeforce of your call center, your customer should always come first—that includes keeping them safe from cybercriminals who are on the hunt for customer data. Call centers are at a higher risk of facing data breaches in the wake of COVID-19. MORE
Congratulations, call center manager! There’s never a dull moment in a call center with a myriad of opportunities for growth and success. The Contact Center Guide to Managing Spikes in Call Volume. Why strong call center management is important. MORE
When you think of the phrase “call center training”, does the word fun come to mind? But now, with agent engagement becoming a growing priority for call centers, it’s a great time to reimagine your approach to training your team members. MORE
There are many different call center metrics used to measure activity and efficiency. Key Performance Indicators, or KPIs, can be tracked through integrated phone systems and call center cloud-based technology. The Executive Guide to Improving 6 Call Center Metrics. MORE
Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor MORE
Call centers have a reputation as a ‘money pit’ for businesses. Today, we know that a fully optimized contact center can actually create more opportunities for sales and customer engagement. The ROI of Call-Backs for Your Call Center. Overflow centers. MORE
Call center agents do much more than answer the phone. To keep your customers happy, your contact center needs to know what types of transferable skills to look for in new hires, while also supporting the development of these same skills in your existing team members. MORE
Read this blog for tips on how to increase call center efficiency and improve your business's image in the eyes of your customers MORE
198 
Last year, COVID-19 shifted many call center environments to new models. Nation-wide lockdowns forced many call center companies to either shut down or adapt to a work-from-home model. Call centers provide a vital service to customers worldwide. MORE
Call Center Related Topics 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.
Fonolo
NOVEMBER 23, 2021
When you think of the phrase “call center training”, does the word fun come to mind? But now, with agent engagement becoming a growing priority for call centers, it’s a great time to reimagine your approach to training your team members.
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Fonolo
SEPTEMBER 28, 2021
Congratulations, call center manager! There’s never a dull moment in a call center with a myriad of opportunities for growth and success. The Contact Center Guide to Managing Spikes in Call Volume. Why strong call center management is important.
Fonolo
AUGUST 12, 2021
High call center agent productivity is every call center manager’s dream. So many factors damper agent productivity, like high call volumes and staff turnover, both of which are only too common in the call center industry. Cost per call.
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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.
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.
Fonolo
JANUARY 13, 2022
Managers and supervisors must schedule, monitor, and engage call center agents. With so many moving parts, it’s hard to measure call center management performance. Industry Report: Contact Center Trends 2022. These 4 practices make a strong call center manager. .
Fonolo
JANUARY 6, 2022
As the lifeforce of your call center, your customer should always come first—that includes keeping them safe from cybercriminals who are on the hunt for customer data. Call centers are at a higher risk of facing data breaches in the wake of COVID-19.
Fonolo
JULY 27, 2021
Several centuries later, Galileo’s words still ring true for contact centers. These days, there are tons of key performance indicators (KPIs) and call center metrics to evaluate call center performance and call center agent performance.
Contact Center Pipeline
APRIL 28, 2021
Technology agent desktop AI call center cloud solutions Collaboration communication solutions contact center desktop virtualization machine learning UC UCC unified communications unified communications and collaboration
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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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Fonolo
OCTOBER 28, 2021
Call center agents do much more than answer the phone. To keep your customers happy, your contact center needs to know what types of transferable skills to look for in new hires, while also supporting the development of these same skills in your existing team members.
Callminer
DECEMBER 6, 2021
If your team is trying to take its call center productivity to the next level, read this blog for tips and techniques to help make agents more efficient and effective
Callminer
SEPTEMBER 15, 2021
Read how top call center initiatives can boost team morale and foster a sense of achievement among your call center agents, improve call center efficiency, and more
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
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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!
Callminer
OCTOBER 11, 2021
Read this blog for tips on how to increase call center efficiency and improve your business's image in the eyes of your customers
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. When rules are intelligently laid out and diligently upheld, call center operations flourish.
Fonolo
JUNE 17, 2021
Keeping your staff motivated and satisfied in their work is vital to contact center performance. Employee engagement is especially important for call centers, since agent turnover tends to be higher. How to Foster Agent Engagement in a Hybrid Contact Center.
Fonolo
JULY 29, 2021
Call center employees wear many hats! While call center agents rely on hard skills — or technical skills — to handle contact center technology, call center soft skills are just as critical for success.
Speaker: Scott Stephenson, Co-Founder, CEO Deepgram
Real-time speech transcription, analysis, and enablement are now a reality. Post-call analysis and selective call auditing has brought you more information and insights on your customers, but what can you do with real-time transcriptions for all your calls? Learn how enterprises can unlock new opportunities with transcription, analysis, and enablement that’s available in milliseconds for every single call.
Callminer
NOVEMBER 16, 2020
Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor
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. Regulations That Impact Call Centers.
Callminer
OCTOBER 19, 2021
Call center analytics software is an important tool in optimizing, growing and making your call center more efficient. Learn what's needed to discover and acquire the best solutions on the market
Fonolo
SEPTEMBER 2, 2021
Call center managers must be aware of industry trends, customer needs, and the latest call center technology. Benchmarking helps call centers compare their operations and processes to other call centers. Global call center benchmarks.
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!
Fonolo
APRIL 20, 2021
Is your call center experiencing an increase in abandoned calls ? Are your agents unable to answer an unexpected influx of inbound phone requests (otherwise known as call overflow)? 3 Proven Ways to Reduce Abandon Rates in the Call Center.
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.
Fonolo
AUGUST 26, 2021
Last year, COVID-19 shifted many call center environments to new models. Nation-wide lockdowns forced many call center companies to either shut down or adapt to a work-from-home model. Call centers provide a vital service to customers worldwide.
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. First Call Resolution.
Advertisement
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. Contact centers have dramatically changed. contact centers.
Callminer
FEBRUARY 22, 2021
Read this blog to learn about the 25 top trends for 2021 in call center technology
Fonolo
JUNE 29, 2021
With the right mechanisms at their disposal, agents are better equipped to drive sales, solve customer disputes, and otherwise contribute to your bottom line and call center metric health. But technology has remained a barrier for modern contact centers. Call-backs.
Fonolo
MAY 13, 2021
Call centers have a reputation as a ‘money pit’ for businesses. Today, we know that a fully optimized contact center can actually create more opportunities for sales and customer engagement. The ROI of Call-Backs for Your Call Center. Overflow centers.
Fonolo
AUGUST 24, 2021
Employees, especially call center agents, spend a significant portion of their lives at work. Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work. How does a call center environment affect agents?
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.
Fonolo
OCTOBER 12, 2021
Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. The physical environment in your call center can be just as impactful as the technology you use. Why is a workplace layout important for call centers?
TechSee
DECEMBER 16, 2021
Going into 2022, we’ve got our eye on seven trends that are expected to help call centers deliver service excellence while still keeping a close eye on their bottom line to ensure business continuity in an unstable economic environment.
Fonolo
AUGUST 17, 2021
To optimize your call center’s performance, you need to think about improving your customers’ experience. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. The Contact Center Guide to Managing Spikes in Call Volume.
Fonolo
JULY 15, 2021
There are many different call center metrics used to measure activity and efficiency. Key Performance Indicators, or KPIs, can be tracked through integrated phone systems and call center cloud-based technology. The Executive Guide to Improving 6 Call Center Metrics.
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Want to know what essential features you should look for in call center software? This whitepaper breaks down four crucial things to consider. Download it now and come away with smart insights on choosing the right software for your needs.
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