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7 Tips for Success from Experienced Call Center Professionals

Fonolo

Operating a successful contact center is rarely a simple undertaking. As any customer support manager knows, there are a number of crucial factors that come into play when looking to succeed in the call center world. We often hear from call center managers who are trying to improve their call metrics with our solutions. How Do You Exceed KPIs in Your Contact Center? Handpicked related content: Top Contact Center Trends in 2020.

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A CALL CENTER JOB – HERO OR ZERO?

Victor Midgley

Is working in a call center a wise career move or simply a dead-end job no one really wants to do, or they do it anyway until something better comes along? I have been an advocate for the call center space all my adult life. My first job out of high school was working in … Continue reading "A CALL CENTER JOB – HERO OR ZERO?".

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DEALING WITH THE CALL CENTER GRIND

Victor Midgley

People often say to me when they first learn how long I have been working in the call center field, “you must have a very good therapist!” From their perspective, looking at a call center from the out-side-in, it would seem to be an impossible occupation. I would say to those people, you should check … Continue reading "DEALING WITH THE CALL CENTER GRIND". Call Center Professionals Call Center Leaders Call Center Agents Call Center Stress

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THE 10 BIGGEST MISTAKES MANAGING A CALL CENTER

Victor Midgley

I have now worked or toured call centers in nearly every state and many countries of the world. I have clearly targeted the 10 biggest mistakes I see when I work with struggling call center operation. If you do not recognize any of these deficiencies in … Continue reading "THE 10 BIGGEST MISTAKES MANAGING A CALL CENTER". Call Center Professionals Call Center Operations Call Center Leaders Call Center Best Practices Call Center Mistakes

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SO, YOU WANT TO BE A CALL CENTER MANAGER?

Victor Midgley

If you are currently in a call center leadership position or seeking to be in a call center leadership position, you MUST read this article! Most front-line call center agents I work with have a very strong desire to move “up” from their agent position into a leadership position. One of the most discouraging experiences … Continue reading "SO, YOU WANT TO BE A CALL CENTER MANAGER?".

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5 PROVOKING REASONS WHY CALL CENTER AGENTS STRESS

Victor Midgley

The cause for stress in the call center seems obvious and yet very little is done about it. Recent studies reveal that 83% of call center agents are highly stressed with their job. Over my 20 plus years of consulting call centers all … Continue reading "5 PROVOKING REASONS WHY CALL CENTER AGENTS STRESS". Call Center Professionals Call Center Leaders Call Center Agents

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10 Effective Strategies to Reduce Call Center Demand

Fonolo

High call volumes are three words that can strike fear into the heart of any call center professional. In fact, agent morale, customer satisfaction, and other important KPIs are directly tied to your call center’s ability to successfully manage incoming queries.

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SWIMMING WITH THE TECH SHARKS

Victor Midgley

My primary objective of this article, is to warn and guide call centers through the shark infested “call center technology” waters. This article may not make me popular among technology providers however, I would hope that technology provides will take note and consider what I am sharing in this article in regard to call center … Continue reading "SWIMMING WITH THE TECH SHARKS".

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

Callminer

A panel of customer service experts and call center professionals explain how call center reps should address complaints about bad customer service

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THE LAW OF CONNECTION

Victor Midgley

I often get asked by people who learn how long I have worked in the Call Center space, what is it about Call Centers that could possibly keep me engaged in that tough world of never ending stress? Compelling Conversation Training Personal Development Skills Call Center Professionals Call Center Leaders Call Center Agents Speaking to People Connection Interacting with People People Person

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THE MAGIC OF WORDS

Victor Midgley

Compelling Conversation Training Call Center Professionals Call Center Leaders Call Center Agents What to say to customers How to speak Words to useWe’ve all heard it before, “sticks and stones may break my bones – but words can never hurt me.” Maybe we get the meaning of this age-old saying, but it isn’t true – not by a long shot! Words do influence our emotions for better or for worse.

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DOES BEING A NICE GUY REALLY PAY OFF?

Victor Midgley

Call Center Professionals Call Center Agents How to handle people People Person Being NiceI know you have been in situations (and probably many) when you have tried your darnedest to be nice to someone, only to have them continue along the nasty path of selfish inconsideration. Regardless of your best efforts to be NICE, there was no change in their attitude toward you and the situation, am I … Continue reading "DOES BEING A NICE GUY REALLY PAY OFF?".

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TECHNOLOGY GONE TOO FAR, DON’T MAKE THIS MISTAKE!

Victor Midgley

I have worked in the Call Center space my entire 25 plus year career. Most technology has made a positive contribution, while other technology has brought doom upon the call center. Call Center Professionals Call Center OperationsI have witnessed and participated in the technology boom that has targeted the field over the years.

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THE POWER OF CONVERSATION

Victor Midgley

Call Center Professionals Call Center Leaders Call Center Agents Saying the right thing What to say to people Conversing with peopleIf only people realized how critical their conversations are to their overall progress, prosperity and happiness; they would take learning the strategies and technique much more serious. I realized at an early age how essential compelling conversation was to my survival.

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

Callminer

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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Why Does Every Business Need A Call Center Service?

Grupo Noa

Any responsible business owner that gives priority to their customer services would opt for call center outsourcing services. Top American call centers are run by a team of highly experienced and multilingual telecallers.

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21 Best Call Center Interview Questions to Hire Top Talent

Fonolo

Finding your next great call center agent — someone who will help your contact center succeed— is no easy feat. Asking these call center interview questions will help you find the best agents to help the organization excel. Closing Call Center Interview Questions.

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Call centers prefer removing agents from authentication process

TRUSTID

Call center agents are trained to support customers and resolve their issues in a timely manner. Today, agent-based authentication makes up roughly 20 percent of the cost and duration of an inbound call. That’s because contact centers rely on knowledge-based authentication (KBA) that requires telephone operators to ask a series of personal questions to verify each callers’ identity. cents per call. cents off every customer call.

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What is Call Overflow Handling? 4 Reasons Your Call Center Needs it Now

Fonolo

Managing call spikes during peak periods in your call center can seem like an insurmountable challenge. The ROI of Call-Backs for your Call Center. If this sounds familiar, never fear: call overflow handling is here. What is call overflow?

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Top 10 Call Center Skills Every Successful Agent Swears by

JustCall

While that may sound excessive, there is no denying that the call center skills of your agents can either make or break your business. Common customer queries are handled by call center professionals that are trained to carry out the act.

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Penny Reynolds Leads Seminar on Supervisor Performance with Call Center Coach

CX Global Media

There are people in the contact center industry that have more than persevered, they have thrived and positively impacted thousands of people along the way. Penny Reynolds, co-founder of The Call Center School, is one of those people in the contact center industry. Join her as she leads a seminar with Call Center Coach titled: How Do Your Call Center Supervisors Measure Up ? How to Build a Contact Center Dream Team.

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Discuss Healthcare Call Center Trends with Revation at HCCT 2018

Revation Systems

Curious about recent trends in digital transformation and how they can impact and ultimately improve the patient experience, while lowering costs in healthcare call centers? Join the Revation crew along with hundreds of other call center professionals at the 30 th Annual Healthcare Call Centers (HCCT) Conference June 13-15 at the Pittsburgh Marriott City Center in Pittsburgh.

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Top Metrics that Measure Inbound Call Center Performance

Tenfold - Contact Center Blog

How does a contact center know it’s consistently delivering high quality service? Here’s a list of the most crucial metrics that inbound call center must measure. It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls. From a recent poll , over 60% of contact centers track First Contact Resolution as a KPI. Abandoned Call Rate.

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Call Center Quality Assurance: Importance, Best Practices, and a Modern Solution

Balto

Agents and managers reap the benefits of having a call center quality assurance process. Quality assurance (QA) is critical to any thriving call center. So, what exactly is call center quality assurance? So, why is call center quality assurance necessary?

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Texas is a Hub for Call Center Services

Anexa BPO

Call centers remain more relevant than ever, assisting customers frustrated with too much automation and not enough true customer service experiences. Successful organizations continue to rely on the call center model as a critical support service, recognizing that their customers prefer human interaction. In particular, Texas is one of the places that has become a thriving call center services hub, as more companies seek ways to provide that personal touch.

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15 Powerful Call Center Training Methods

Fonolo

The training you provide to your contact center employees prepares them for what’s to come in the workplace and helps them incrementally improve their skills. But training new and old employees on an ongoing basis can be tough, so here’s a guide to contact center training, along with our top call center training ideas and methods you can put into practice: Our 15 Most Powerful Call Center Training Methods Are: Hold regular training sessions.

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Call Center Week | 2015 Conference & Expo

Zingtree

We hope to see you in Vegas this week for the 16th Annual Call Center Conference & Expo. Soaking up all of the information and connecting with call center professionals to better improve our Agent Scripting App and better help us help you with customer interactions. Call Centers Agent Scripting agents conference expoWe will be roaming the Mirage Hotel expo floor and attending as many panels and keynotes as possible.

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The Benefits of Predictive Dialers for Call Centers

Noble Systems

Our founder and CEO, Jim Noble, utilized early predictive dialing software in the operation of his own call centers. Realizing the benefits of automating the calling process, Jim began to focus on ways to improve the technologies.

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#WFH: 3 Tools to Tackle Call Center Fraud, Even From Home

pindrop

For call center professionals, the rise in fraud in addition to optimizing operations and the workforce from home, are top of mind as businesses move towards remote-work as the standard. . Traditional call center designs encourage agents to be in relatively close quarters.

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21 Best Call Center Interview Questions to Hire Top Talent

Fonolo

Finding your next great employee — someone who will help your call center be successful— is no easy feat. Added to that, the contact center space is one that experiences a great deal of employee turnover, which makes the interview process even more critical. Good call center managers instinctively know this, especially since 95% of a manager’s success resides in the ability to select the right people. Practical and Skill-Based Call Center Interview Questions.

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Why First Call Resolution is the Most Important Call Center Metric

Pointillist

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. Research firm Frost and Sullivan calls First Call Resolution the “home run” of call center metrics. What is First Call Resolution?

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International Contact Centre Operations Tips & Best Practices

Callminer

Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another. Agent Management Tips for International Call Centres. Use call recordings and ongoing training to nurture emotional competence among agents.

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3 Key Takeaways From #CallCenterWeek 2016 in Las Vegas, NV

Callminer

Thousands of call center professionals. Call Center Best Practices Contact Center Efficiency Customer Experience Speech AnalyticsOne spectacular location. Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer service.

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Contact Center Trends 2021: The CX Watershed

Fonolo

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be.

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The Impact of Agent Experience in Customer Service Success

LiveVox

Three-quarters of call center leaders say improving the customer experience is a “very important” factor driving their decision to update their contact center software.

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Are you making your customers jump through hoops?

TRUSTID

If you are making your customers answer a bunch of knowledge-based security questions every time they call your contact center, you may be hurting your bank-customer relationships and damaging your brand reputation all at the same time. . In our recent 2019 State of Call Center Authentication Survey , easy customer enrollment remains today’s call center professional’s top requirement for caller authentication.

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Let’s Talk Healthcare AI at HCCT 2019

Revation Systems

Join the Revation team, along with hundreds of other healthcare call center professionals, at the 31 st annual Healthcare Call Center (HCCT) Conference June 12-14 at the Intercontinental Buckhead Atlanta in Atlanta, Georgia. Stop by Booths #28 & 29 to learn how our cloud-based call center solution enables your healthcare organization to transform the way doctors are able to connect with patients.

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Working together to improve customer relationships

TRUSTID

While these teams are dedicated to driving sales and retaining customers, the contact center also plays an important day-to-day role that can make or break your profitable bank-customer relationships. According to the recent article, “Is Your Contact Center Ruining Your CX?” many companies still consider the contact center a separate organization from other departments. The reality is consumers still see the call center as a reliable source for resolving problems.

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Working together to improve customer relationships

TRUSTID

While these teams are dedicated to driving sales and retaining customers, the contact center also plays an important day-to-day role that can make or break your profitable bank-customer relationships. According to the recent article, “Is Your Contact Center Ruining Your CX?” many companies still consider the contact center a separate organization from other departments. The reality is consumers still see the call center as a reliable source for resolving problems.

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The Contact Center Guide to Managing Spikes in Call Volume [Industry Report]

Fonolo

Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. What happens when call volume gets out of control in your contact center? Tracking Your Call Volume Data.