Hodusoft

DECEMBER 6, 2023

Dynamic Scripting: Crafting Personalized Conversations with Call Center Software In the contemporary business world, focusing on customers’ requirements and delivering a personalized experience is essential. It’s like having a conversation with a friend who understands you really well.

call center software 59

call center software Scripts Call Center Personalization 59

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

JustCall

APRIL 15, 2024

Call center agent burnout is a real problem, and the job demands can take a toll on even the most resilient employees. A report from Jeff Toister that covered some key call center burnout statistics reported that 59% of agents face some risk of burnout, while 28% face a severe burnout risk! Those are concerning numbers.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

ShepHyken

JANUARY 29, 2021

While it’s near impossible to know every customer the way you know your peers, you can use call center software to bridge the gap. IVR systems make it possible to collect information about a client when they call. They often call doing follow-ups on their tickets. Cultivate a continuous learning culture.

Best practices 234

Best practices Contact Center Interactive Voice Response Call Center 234

aircall

JANUARY 29, 2021

In a nutshell, call center training is the time that your company spends teaching call center representatives how to use communication techniques, digital tools, and workflows to ensure a good customer experience with every call. Call center training encompasses many different areas.

Best practices 62

Best practices Call Center call center software Morale 62

aircall

DECEMBER 16, 2016

Call center monitoring is the continuous process of data collection, analysis, and feedback. First, you gather data pertaining to your call centre’s performance (employee efficiency, customer attrition, speediness of execution, etc.), Nevertheless, call center monitoring can be tricky to put into place.

Call Center 82

Call Center call center software Abandon rate Metrics 82

Hodusoft

JULY 3, 2023

Average Handle Time: A Comprehensive Guide In the call center industry, time is a lot more valuable than money. When customers call your call center (or contact center), they need their issues and queries to be resolved as fast as possible. What’s the “standard” AHT for a call center?

Average Handle Time 52

Average Handle Time Abandon rate Call Center Interactive Voice Response 52