Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Find out what you can do today to boost efficiency and improve call center performance by reading our pros’ responses below.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

NobelBiz

JUNE 19, 2023

By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment. In a call center setting, real-time monitoring refers to the continuous observation and analysis of customer interactions as they occur.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Fonolo

OCTOBER 13, 2020

” — Annette Franz , CEO of CXJourney , Official Forbes Coach, Keynote Speaker and Author. Our research shows that contact center executives are still very keen to solve agent attrition. However, it would be just as naïve to think the demand for contact center agents will decrease over the next two years.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

Outsource Consultants

FEBRUARY 22, 2021

But for call center leaders it’s been a year of tirelessly onboarding new tools and deploying new strategies catered to remote work. Luckily, 2021 is projected to be a promising year for call centers , with agents performing at a high level. Here are three “I”s that are essential for call center success in 2021.

Call Center 76

Call Center Gamification Coaching Morale 76

CCNG

APRIL 19, 2023

They are a careless and lackluster team with a sarcastic coach who grows frustrated with the responsibility to produce a respectable team. Also, contact centers should ensure each supervisor/team manager has the skills, attitudes, zeal, and basic desire to manage people.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

Global Response

JANUARY 31, 2024

Today, we will explore how call centers in the USA have an advantage when adhering to regulatory compliance. We’ll look at several key regulations that affect call center compliance. The Do Not Call (DNC) list : Individuals can register their information on the DNC list to stop receiving telemarketing calls.

Call Center 62

Call Center Telemarketing Government Healthcare 62

Beyond Philosophy

MAY 25, 2022

My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. As a result, their team was always pressured to streamline staffing, coached to be as efficient as possible with multiple priorities, and designed to generate the least amount of cost. Are You Prepared?

Contact Center 370

Contact Center Consulting Consulting Coaching 370

Uniphore

JULY 10, 2021

How to Cut Call Center Agent Onboarding Time in Half. Brian Cantor Leading CX Industry Analyst Contact Center Week. Kumaran Shanmuhan CX & Automation Consulting Leader Jacada. He also enjoys delivering on-site customer experience training and consulting for Fortune 500 organizations. Register Now. HTML Sitemap.

Call Center 89

Call Center Contact Center Consulting Consulting 89

NobelBiz

APRIL 3, 2023

As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

NobelBiz

JUNE 5, 2023

However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them. According to a report by SmallBizGenius , sales representatives must make an average of 18 calls to reach one potential buyer.

Call Center 52

Call Center Scripts CRM Contact Center 52

Babelforce

SEPTEMBER 15, 2021

Call center agents are an essential part of your customer experience and brand. To be fully effective, agents need your support; implementing a solid call center training program will equip your team with everything they need to handle conversations effectively. 13 Call Center Training Tips. #1

Call Center 102

Call Center Scripts Contact Center Airlines 102

Myra Golden Media

MAY 6, 2019

Back in my call center days, I paid a consultant a wad to tell me to, “Give your employees time after each call to debrief with their co-workers, and create a culture where they can turn to each other for advice and guidance for how to navigate a tough call.”

Customer Service 256

Customer Service Consulting Consulting Coaching 256

CX Global Media

JANUARY 15, 2019

To become battle-ready, you’ll want to participate in the webinar titled: How to Supercharge Contact Center Agent Performance, Onsite & @Home with Melissa Pollock , Customer Success Officer for AmplifAI. Melissa is a long-time contact center industry learning and development leader and performance improvement consultant.

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

SharpenCX

MAY 11, 2021

And, you have time to craft a flexible call center work from home strategy to help you reach these goals. To help you create a work from home call center that exceeds customer expectations, we turned to a team of experts. Isolation and Infrastructure Create the Biggest Challenges for Work From Home Call Centers.

Call Center 67

Call Center Consulting Consulting Contact Center 67

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

SharpenCX

JUNE 11, 2020

Yet contact center leaders still struggle to engage agents, develop their teams, and improve performance. Coaching and training in the contact center misses core components that make it stick. Download Now: Get real about coaching agents with these 7 methods you can apply today. That approach doesn’t work. You can fix it.

Call Center 76

Call Center Coaching Contact Center Feedback 76

Taylor Reach Group

MAY 18, 2018

In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. It has been said that Call Centers produce more data and more measurement opportunities than is possible in almost any other communications channel. By Colin Taylor.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

aircall

JANUARY 7, 2022

Choosing the best dialer software for your business’ call center can seem overwhelming. At Aircall, we’ve optimized cloud-based call center software with our power dialer solution. Read on to learn how call center dialers work, key features, how to increase your business’ productivity, and more. .

Call Center 62

Call Center Interactive Voice Response call center software virtual call center 62

Robert Davis

JULY 24, 2018

Coaching is a critical part of growth in all aspects of life. For example, as an avid triathlete, I have employed various coaches over the last 10 years to improve my swimming, biking, running and overall performance. In my situation as a triathlete and in your contact center, all coaching is not created equally.

Coaching 48

Coaching Contact Center Feedback Consulting 48

Robert Davis

DECEMBER 16, 2019

When it comes to coaching team members, we’ve seen contact center leaders reprioritize it and push it off until tomorrow, especially if coaching is not in their comfort zone. At our consultancy Robert C. Davis and Associates ( [link] ), we’ve observed that it’s not because they find coaching unimportant.

Coaching 62

Coaching Contact Center Morale Consulting 62

Call Center Weekly

JUNE 19, 2017

I have allowed them the opportunity to coach other agents for improvement. As with the Quality Assurance Award, allow them time to coach their peers. Currently the Director of Contact Center and Customer Service, I have over 15 years of progressive call center leadership and experience in the public, private and government sectors.

Customer Service 156

Customer Service Coaching Government Contact Center 156

Robert Davis

JUNE 29, 2018

As a contact center CX consultant, I have seen outstanding customer experience, horrible customer experience and everything in between. From my observations, contact centers delivering outstanding customer experience have one common denominator – the time and energy they put into effective first-line coaching of contact center agents!

Coaching 48

Coaching Customer Experience Morale Contact Center 48

Fonolo

NOVEMBER 3, 2020

Keynote Speaker and Official Forbes Coach. CX Expert, Speaker & Consultant. “Contact center agents had to up their listening and their empathy beyond what they had ever faced before. The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. CEO at CXJourney Inc.

Contact Center 167

Contact Center Consulting Consulting Coaching 167

Beyond Philosophy

JANUARY 5, 2021

At the beginning of the pandemic, I was talking to a client who moved a 500-person call center to work from home in only 15 days. Furthermore, I believe in giving back with coaching for leaders that need an extra set of hands to manage the crises they face. People can do amazing things in a crisis. How did I get through it?

Consulting 221

Consulting Consulting Government Coaching 221

NobelBiz

OCTOBER 31, 2023

Implementing Advanced Tools for Elevated Customer Service Call Center Data Analytics Utilize analytical tools to monitor customer behavior and identify patterns that may lead to dissatisfaction. Data analytics in call centers goes beyond merely collecting data. Tune in now and supercharge your call center training!

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

Vistio

JUNE 10, 2022

I’ve been in the contact center consulting space for almost my entire career, which is now, I hate to say it, about 30 years. I started actually by starting up a couple of consulting practices for two major BPOs, which would be Sitel and Convergys. First of all, thanks for having me. Really looking forward to this.

Consulting 52

Consulting Consulting Best practices outsourcing 52

Outsource Consultants

MARCH 9, 2018

The biggest challenge when working with a call center outsourcing partner is making sure they’re providing consistent, ongoing performance. The key thing you need to do is agree on top KPIs (Key Performance Indicators) for the call center partner to monitor on a daily and monthly basis to optimize performance.

outsourcing 52

outsourcing Call Center Calibration Average Handle Time 52

Sikorski's Think Abouts

APRIL 5, 2015

What will coaching do? Optimize Contact Center performance. Modify agent behavior through coaching. This week’s question for your employees – Why do you like being coached? Warmest regards, Laura Sikorski – Independent Call Center Consultant. Correct undesirable behaviors. Increase productivity.

Coaching 45

Coaching Calibration Contact Center Call Center 45

Outsource Consultants

AUGUST 3, 2020

So what does that mean for your call center operations? So how can you maximize ROI across your call center operation to prepare for the travel industry’s awakening? Double down on the equity you’ve built across these at-home models to create flexible staffing models that keep you from overstaffing your call center.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Robert C. Davis and Associates

JULY 24, 2018

Coaching is a critical part of growth in all aspects of life. For example, as an avid triathlete, I have employed various coaches over the last 10 years to improve my swimming, biking, running and overall performance. In my situation as a triathlete and in your contact center, all coaching is not created equally.

Coaching 40

Coaching Contact Center Feedback Consulting 40

DMG Consulting

JULY 26, 2018

Call Center Quality Assurance Best Practices for Empowering Agents. Contact center quality assurance (QA) remains a high-value application, particularly when it’s done right. Coach the coaches so your QA specialists and supervisors are comfortable giving feedback to agents and don’t avoid this task.

Best practices 48

Best practices Call Center Calibration Gamification 48

Call Center Weekly

JULY 27, 2017

As contact center leaders, it is important to allow agents to embrace their emotions. However, through training and coaching, we achieve the opposite. If they don't so with the customer (let's hope not), their idea time is after the call. How do you handle this in your center? What are your thought?

Contact Center 136

Contact Center Government Coaching Consulting 136

Beyond Philosophy

OCTOBER 20, 2022

They discovered through AI analysis of hundreds of thousands of call center interactions that agent behavior leads to positive customer interactions. appeared first on CX Consulting. The behavior that led to these positive outcomes echoes Dobrev’s research in the book. The post Incredible!

Banking 195

Banking Contact Center Coaching Self service 195

Robert C. Davis and Associates

JUNE 29, 2018

As a contact center CX consultant, I have seen outstanding customer experience, horrible customer experience and everything in between. From my observations, contact centers delivering outstanding customer experience have one common denominator – the time and energy they put into effective first-line coaching of contact center agents!

Coaching 40

Coaching Customer Experience Morale Contact Center 40

Robert Davis

FEBRUARY 20, 2017

By Rich Hand , RCDA Consultant. In contact centers, we strive to provide our clients and their employees and customers with an excellent experience. When supervisors coach agents, we often hear them say, “I have told them I want them to sell more.” Our recent NPS score by a client [link] affirms our methods work.

Contact Center 48

Contact Center Consulting Consulting Coaching 48

Call Center Weekly

OCTOBER 25, 2018

I have discovered that this is best done prior to bringing them in to the call center. All of this helps create a plan that is unique to each agent before they enter the call center. Timely Feedback/Coaching: Feedback should be given as swiftly as possible. Feedback is designed to help improve agents.

Customer Service 136

Customer Service Government Feedback Contact Center 136

Callminer

FEBRUARY 21, 2018

Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. Meet Our Panel of Call Center Experts: Nenad Cuk. Janeen Ansell.

call center software 210

call center software Call Center Contact Center Analytics 210