Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. How accurate is your forecast to actuals?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

3CLogic

AUGUST 3, 2021

Failing to do so could result in a series of business challenges including lost sales, diminished customer loyalty, and damaged employee morale. Learn how your contact center can get callers off hold and on with their day. Analyze Historic Data To Staff Your Contact Center Appropriately.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

SharpenCX

MARCH 18, 2020

FlexJobs found that of the companies that allow remote work, 85% increased productivity, 90% improved employee morale, and 77% reduced operating costs. When your agents aren’t hardwired to their desks and the world calls for flexibility, you can bend. It looks a bit different than it does for your work from home call center agents.

Call Center 94

Call Center Morale Coaching Cloud contact 94

NobelBiz

APRIL 18, 2022

On the surface, increasing the efficiency of your call center appears to be a simple and straightforward process. Simply reduce the amount of time spent on the phone with clients, which gives you more calls handled in a day and hence more efficiency for your business. What is call center efficiency?

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

Dialer 360

MAY 3, 2023

Sales targets are the lifeblood of any call center, as they serve as a benchmark for measuring the performance and success of the company. However, achieving sales targets in a call center can be challenging, as agents have to overcome various obstacles such as rejection, competition, and customer objections.

Call Center 26

Call Center Sales Abandon rate Scripts 26

SharpenCX

MAY 12, 2020

Back in college, I took a customer service job one summer working in a call center for a nationwide moving service. Day one you’re handed large amounts of information to learn, systems to get acclimated with, and told to listen to phone calls taken by your peers. The onboarding process in any call center can feel daunting.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Fonolo

JUNE 9, 2020

If you want to improve call center performance, getting to know your Key Performance Indicators (KPIs) is a great starting point so you can begin making data-driven decisions. The following KPIs are essential for measuring the activities and effectiveness of your contact center agents. First Call Resolution (FCR).

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

NobelBiz

JULY 31, 2023

As we delve into the fundamentals, you’ll discover how call queuing empowers businesses to build lasting customer relationships and cultivate a reputation of unparalleled service. The Science Behind the Queue Every call that reaches a call center passes through a systematic evaluation process.

Wait times 52

Wait times Telecommunications Call Center CRM 52

SharpenCX

MAY 5, 2020

Download Now: Get real about coaching your agents to engagement with these 7 methods. Considering that the average call centers in the US have turnover rates as high as 30-45% , it’s time for call center management to focus on retaining and engaging agents. Fighting Negative Stereotypes in your Call Center.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

SharpenCX

MARCH 3, 2020

Download Now: Learn how to better coach agents with 29 tactics and facts, starting with onboarding new employees. But, traditionally, call centers don’t have the greatest track record with retention. In fact, the rate of turnover in midsize-to-large call centers is as high as 45%. Would you stick with it?

Contact Center 86

Contact Center Coaching Call Center call center software 86

SharpenCX

APRIL 29, 2020

Build in time for agent coaching. To keep your team engaged and performing at their best, your agents need to be coached daily. As you forecast for customer needs and plan agent schedules, build in time for coaching each agent. Often, WFM will cancel scheduled agent coaching sessions when volume spikes.

Coaching 76

Coaching Management Contact Center Morale 76

Dialer 360

MARCH 8, 2019

Call center reps is very important as having hiring excellent contact center software. Sometimes contact center reps is being repetitive. Reps impress from their skills and perform at their best in a call center. Empower team and organizer the social and offsite events in call centers.

Contact Center 24

Contact Center Call Center Construction Coaching 24

Noble Systems

APRIL 14, 2021

What is a virtual call center? Imagine a call center – a hub of inbound and outbound calls, staffed by a team of agents and managers – but the agents and managers are located off-site, whether in small groups in other offices or individually at their own homes. This is the concept of the virtual call center.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

SharpenCX

APRIL 28, 2020

Download Now: Get 29 tactics and facts to build connection and coach your team to success. Gallup found that managers have the power to outline strategies that make the biggest difference in team morale. As a call center manager, you can play a major role in building morale on your team, no matter where they’re working.

Morale 90

Morale Call Center Coaching Contact center software 90

SharpenCX

OCTOBER 1, 2019

Offer thanks individually in your in 1:1s and coaching sessions, too. The picture gets even uglier when it comes to contact center agents. A quick scan through call center forums, like this one , gives you a small glimpse at the battles your agents face. Tell Colin about the customers who raved about him.

Customer Service 59

Customer Service Contact Center Contact center software Morale 59

SharpenCX

JUNE 12, 2023

But the pandemic showed us at-home and hybrid models were possible for call center agents. A hybrid call center can be extremely effective for both customers and agents if you’re able to ensure consistent agent experiences, high performance, and a culture of continuous learning and improvement. They stuck, too.

Coaching 67

Coaching Morale Contact center software Call Center 67

NobelBiz

AUGUST 14, 2023

The call center sector, constantly under pressure to enhance customer satisfaction and operational efficiency, finds a revolutionary ally in voicemail detection. This tool, increasingly integral to modern call centers, not only optimizes outreach but also crafts a streamlined experience for both agents and clients.

Contact center software 52

Contact center software Call Center Contact Center Coaching 52

SharpenCX

FEBRUARY 25, 2020

Stress is a reality in the workplace, especially in call centers. Call centers are the front lines. As a call center manager, not only do you deal with high-stress customer situations, but you’re also responsible for team strategy, performance goals, management of budgets, employee satisfaction and coaching.

Call Center 76

Call Center Morale Metrics Abandon rate 76

SharpenCX

MARCH 10, 2020

You go through training, get coached to use the company software, and learn to de-escalate situations with angry customers. You’re praised for your low Average Handle Time, high First Call Resolution, and outstanding CSAT Scores. And after a year of dedication, you’re promoted to manager of your call center.

Call Center 67

Call Center Management Coaching Metrics 67

SharpenCX

JANUARY 14, 2020

And, the finance team tells you “There’s no room in the budget for that” whenever you mention getting more resources for call center improvements. Where do you start to improve your call center team? Can you boost morale, improve your service level, and retain customers without the extra cash?

Call Center 76

Call Center Customer Service Morale Finance 76

SharpenCX

OCTOBER 22, 2019

According to research from Jeff Toister , agents without call center wallboards in their work environments are more likely to be at severe risk for burnout. While some companies might think of call center wallboards as a distraction, there’s proof these metric displays improve performance. Real-Time Support Dashboard.

Metrics 64

Metrics Call Center Abandon rate Customer Service 64

Balto

NOVEMBER 2, 2023

Technology plays a key role here – by integrating different solutions, contact centers can seamlessly handle multichannel interactions, as well as collect and analyze data efficiently, all while ensuring that their agents’ efforts are directed efficiently while technology automates redundant tasks for them.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

SharpenCX

APRIL 14, 2020

Measuring Quality in your Call Center. Boosting FCR: Improve FCR with agent training, coaching, and empowerment. Download Now: 7 Ways to Improve your Coaching Skills to Impact Agent Performance. It leads to low morale, poor customer service, and high agent turnover. Higher employee satisfaction.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

NobelBiz

FEBRUARY 27, 2023

We extensively cite the important metrics to track for contact centers in our 7 KPI’s for excellent customer service guide. Nevertheless, here are some of the most common key metrics: CSAT The Customer Satisfaction Score is a popular metric used by call centers to assess buyer satisfaction.

Contact Center 52

Contact Center Self service Metrics Wait times 52

Fenero

JULY 23, 2020

The simple answer is moving to cloud-based contact center software and a work-from-home employee model. And, yes, now that that has become a norm, I’m not sure that many people are itching to get back to the office,” stated Colin Taylor, an expert on contact centers and part of the firm The Taylor Reach Group Inc in Toronto. “A

Contact Center 8

Contact Center Contact center software Cloud contact Morale 8