TeleDirect

OCTOBER 20, 2021

Effective Call Center Strategies | Customer Service Tips for Call Centers | Call Center Coaching from TeleDirect. How do you transform potential into production when it comes to your call center? In other words…it takes a great coach! It takes careful planning. Glad you asked….

Coaching 62

Coaching Call Center Business Process Outsourcing outsourcing 62

Contact Center Pipeline

NOVEMBER 17, 2020

Now that call centers have transitioned to working from home, many managers and supervisors are finding coaching remotely to have its challenges. Managers often go into “survival mode” and put coaching on the back burner, or worse, turn to “command-and-control mode” in an effort to maintain business as usual.

Coaching 162

Coaching Contact Center Call Center Management 162

Amplifai Coaching Category

MARCH 8, 2023

Examples of effective call center coaching feedback, tips and best practices for delivering feedback to agents, common coaching feedback mistakes (and how to avoid them!), and the benefits of delivering coaching feedback the RIGHT way.

Coaching 75

Coaching Feedback Call Center Best practices 75

Expivia

MAY 15, 2021

Call center coaching is just like coaching a little league team. A talented kid will master swinging the bat on their own, but a coach can help them perfect the move. It’s the same with a call center. However, they need that extra coaching to truly become incredible agents.

Coaching 98

Coaching Call Center Average Handle Time Feedback 98

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. As such, your call center’s main floor, where agents take on customer concerns daily, ought to be bound by a thoughtful and helpful set of rules.

Call Center 182

Call Center Coaching Morale Analytics 182

Tethr

MARCH 6, 2024

Learn how to improve call center agent performance using conversation intelligence to inform agent coaching strategies.

Call Center 93

Call Center Coaching 93

Babelforce

NOVEMBER 3, 2021

Call center coaching is a quality management tool that offers agents feedback, examples, and performance assessments in order to improve their performance and wellbeing. It is important to differentiate between call center coaching and agents’ performance reviews. 4 Tips for successful call center coaching.

Coaching 52

Coaching Call Center Feedback Quality management 52

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. What does the coaching process look like?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

CCNG

MAY 11, 2022

Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home. How can we effectively recruit, train, develop, and retain talent if we don't know who we are hiring or why they're applying for a call center job in the first place? Let's jump right in. ?

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

LiveVox

MAY 25, 2022

Actionable tips to coach agents in your call center to improve performance and achieve measurable goals. Regular coaching sessions are encouraged to help agents reach their fullest potential. The post Tips for Coaching Call Center Agents appeared first on Livevox.

Coaching 52

Coaching Call Center 52

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

Amplifai Coaching Category

JUNE 15, 2023

Discover humorous and unexpected insights for effective call center coaching from some of our favorite TV and movie dads.

Coaching 75

Coaching Call Center 75

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

Callminer

SEPTEMBER 20, 2017

Call center agent training is a continuous process; it doesn’t end once the onboarding process is complete. Call center supervisors must continue to monitor metrics, measure results, and tailor ongoing training to ensure that agents’ needs are met and that call center activity is in line with broader business objectives.

Coaching 178

Coaching Call Center Technology Metrics 178

JustCall

MARCH 9, 2023

Deploying the services of an artificial intelligence coach is a thing now. Organizations are using an AI call coach for sales reps looking to improve their job skills and enhance their training. In fact, middle-ranked agents are incrementally benefiting from an AI coach to improve their performance.

Coaching 52

Coaching Call Center Construction Best practices 52

Voiptime

SEPTEMBER 14, 2022

A call center is a system whose primary purpose is to provide customer service and customer satisfaction, and both of these rates predominantly depend on the agent's performance. The answer is simple - training and coaching. But how do you have to create an action plan and design a coaching strategy?

Coaching 40

Coaching Call Center Contact Center Management 40

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

SharpenCX

JUNE 2, 2021

Turns out, there are as many negative reviews of customer service teams on the internet as there are nightmarish stories from call center agents about abusive customers. And as a call center manager, you want your agents to stay far away from both. . Coach agents to listen intently when a customer expresses anger.

Coaching 67

Coaching Call Center Scripts Analytics 67

Callminer

FEBRUARY 24, 2020

Cultivating a productive call center environment involves optimizing many different facets of its operations. From facility design to computer systems and software integrations, all aspects of your call center that impact its internal atmosphere can affect employee performance. Read on for actionable tips and advice.

Best practices 207

Best practices Call Center voip Analytics 207

Amplifai Coaching Category

OCTOBER 20, 2023

If you’re concerned about coaching impact and ROI, then you must master these 5 Steps to Coaching Effectiveness!‍

Coaching 52

Coaching Call Center 52

Contact Center Pipeline

AUGUST 9, 2022

A call comes into my line at 5:50 pm, just 10 minutes before the call center closes, I do my greeting, and the caller requests to change his grandmother’s health plan selection.

Coaching 147

Coaching Call Center Accountability 147

Tethr

NOVEMBER 22, 2022

Innovations in AI can help improve call center performance! Our new score was designed to help with coaching agents in the call center.

Coaching 48

Coaching Call Center 48

CCNG

JANUARY 25, 2023

Coaching and Development – “Adapt Based on the Environment” The way your teams learn has now changed, so the way you coach, monitor, and develop your teams needs to change too. Are you setting your team leaders and your teams up to fail by not creating the capacity to coach, develop and communicate?

Call Center 195

Call Center Coaching Employee engagement Benchmark 195

Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? Don't Coach to a Number.

Coaching 59

Coaching Call Center Average Handle Time Contact Center 59

Callminer

APRIL 24, 2020

call center industry is alive and well. According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. Agents are at the heart of any call center, considering they’re on the front lines of customer interaction.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Uniphore

JANUARY 24, 2022

Go Beyond Call Center Coaching with Real-Time Agent Assist. Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Current agent coaching is leading to customer—and agent—turnover. Get Your Copy Now. Agent Engagement Matters.

Coaching 52

Coaching Call Center Average Handle Time Telecommunications 52

SharpenCX

MARCH 25, 2021

But how can you effectively coach and improve the performance of a dispersed workforce? Ramping up quality management in your call center is crucial to keeping performance high and teams operating in sync, no matter where they’re working. What can speech analytics do for my call center?

Coaching 67

Coaching Analytics Call Center Quality management 67

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. Accelerate resolutions with AI-powered agent assistance.

Call Center 196

Call Center Self service Gamification Contact Center 196

Fonolo

NOVEMBER 29, 2022

New call center managers have a lot to wrap their minds around. Overhauling your call center operations can seem outright impossible without a little guidance and know-how. The success of your call center agents depends heavily on your ability to lead them to that success. Call volume Call abandonment rate.

Call Center 126

Call Center Contact Center Abandon rate Average Handle Time 126

SharpenCX

MAY 31, 2023

In the evolving world of customer service, contact centers play a vital role in ensuring customer satisfaction. However, call center agent retention continues to be a challenge for many organizations. Provide Continuous Feedback and Coaching: Regular feedback and coaching sessions are vital for agent growth and improvement.

Call Center 76

Call Center Construction Coaching Morale 76

Callminer

FEBRUARY 4, 2021

To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. One thing contact centers need to get better at is…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

Amplifai Coaching Category

JULY 10, 2023

Explore the transformative power of AI in call center coaching – with some help from The Simpsons. From real-time feedback to personalized training, AI enhances coaching effectiveness and drives exceptional customer experiences.

Coaching 40

Coaching Call Center Feedback Personalization 40

COPC

SEPTEMBER 21, 2023

Let’s start with a topic that often comes up on my assignments – coaching customer satisfaction (CSAT). CSAT performance is one of the most important key performance indicators (KPIs) for a contact center and is usually the most heavily weighted item on scorecards or stack rankings for employee performance.

Coaching 88

Coaching Contact Center Surveys Metrics 88

Global Response

MARCH 27, 2024

An effective call center script balances consistent service quality with personalized customer interactions. It should enable agents to respond to the unique aspects of each call while maintaining a high standard of service. Elements of an effective script First, what is a call center script?

Scripts 62

Scripts Call Center Customer Service Coaching 62

Vistio

FEBRUARY 5, 2024

And at the heart of delivering excellent customer service lies well-trained call center agents. But training call center agents can be a daunting task. That’s where Vistio’s ServiceSim comes in, revolutionizing call center training with its AI-enabled capabilities.

Call Center 52

Call Center Healthcare Government Coaching 52