Fonolo

OCTOBER 17, 2017

On Thursday, November 2nd, 2017 at Pearson Convention Centre in Brampton, Ontario, GTACC will bring together call center professionals from across the country. Year over year, the Canadian call center community continues to show tremendous growth. We are excited to have Fonolo sponsor this year’s event.

Abandon rate 57

Abandon rate call center professionals Contact Center Benchmark 57

Fonolo

NOVEMBER 13, 2014

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. Practical and Skill-Based Call Center Interview Questions.

Call Center 52

Call Center Construction Contact Center call center professionals 52

Callminer

JULY 30, 2020

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. Still, responding to complaints about bad customer service can be difficult, even for your best call center agents.

Call Center 265

Call Center Customer Service Scripts Coaching 265

CX Global Media

OCTOBER 10, 2018

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. Seminar Leaders.

Coaching 263

Coaching Call Center Contact Center call center professionals 263

pindrop

JUNE 10, 2020

How to Reduce Bias: Optimizing AI and Machine Learning For Contact Centers. In addition, the current events and trends pushing the U.S. For contact centers, a real-world example could be gleaned from AI improperly trained on international calls. Bias exists everywhere in our society.

Contact Center 121

Contact Center Finance Engineering call center professionals 121

Pointillist

NOVEMBER 11, 2019

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. What is First Call Resolution?

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Fonolo

JUNE 17, 2015

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. What is call center training? Most people think of training as a one-time event or program but that’s just the tip of the iceberg. Live call training.

Call Center 96

Call Center Gamification Coaching Contact Center 96

Comm100

NOVEMBER 14, 2017

Here’s a quick snapshot of some groups that you might want to add to your list: Worldwide Contact Center Professionals – Worldwide industry experts in customer contact strategies including CRM, BPO, direct marketing, managed services and call center industries with close to 32000 members!

Customer Service 44

Customer Service Morale Education Call Center 44

JustCall

APRIL 12, 2023

One of the ways in which call centers as brands have done so is by undergoing a rigorous digital transformation over the past two years. This transformation led to virtual call centers, which allow call centers to make and receive customer calls on the go, and be available 24×7 owing to the flexibility of the cloud.

virtual call center 52

virtual call center call center solutions Call Center call center software 52

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents. Playbook and Planner.

Contact Center 120

Contact Center CCNG Morale Coaching 120