Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

SharpenCX

JUNE 28, 2023

Improving your customer service metrics requires a deeper look at which KPIs make sense for your contact center and the strategies you use to achieve them. What Call Center Metrics Should You Measure? Cost per call — the average cost you incur for every call handled. Onboarding Time (or time to value).

Call Center 67

Call Center Metrics call center software Contact Center 67

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

TeleDirect

AUGUST 23, 2019

To thrive in this new environment, where consumers increasingly dictate how, when and where they will buy, more and more companies are taking advantage of outsourced call center customer services – including those that operate 24/7. Just some of the customer service demands today include: Round-the-clock feedback.

Call Center 83

Call Center Technical Support outsourcing Contact Center 83

Fonolo

JUNE 17, 2015

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. What is call center training?

Call Center 96

Call Center Gamification Coaching Contact Center 96

SharpenCX

JUNE 29, 2021

As a manager, you know the training game in your call center. Customer service agents need both soft skills and hard technical skills to keep up with the future of the workforce and deliver the best customer experience in your call center. First, what’s changing in call centers today?

Customer Service 67

Customer Service Coaching Call Center call center software 67