BlueOcean

JANUARY 30, 2024

What math should go into the business case around call center outsourcing costs? (Or Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !) Successful contact center outsourcers have deep expertise in forecasting, staffing, and managing for maximum efficiency.

outsourcing 118

outsourcing Contact Center Call Center Customer Care 118

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 105

Best practices Call Center Interactive Voice Response First call resolution 105

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

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

CX Global Media

JANUARY 15, 2019

Whether you’re fighting the battle to stop eating that dessert you love that’s bad for you, or you continuously battle a war with contact center agent performance, it’s time for you to enjoy the sweet taste of victory. In more than twenty years in the contact center industry, improving agent performance has always been a major focus.

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

CX Global Media

JANUARY 8, 2019

Supervisor training with Call Center Coach’s virtual boot camps can take on a variety of developmental areas. Virtual boot camps provide a hands-on and action-based way for contact supervisor training to deliver greater value. Our newest boot camp is on contact center fitness. Boot Camp Power Kit.

Contact Center 166

Contact Center Coaching Call Center Employee engagement 166

Contact Center Pipeline

OCTOBER 6, 2021

Over the past decade of providing call center coaching and training, my observation has been that trainees will recall a story I’ve told or an example provided in a story format versus any […]. Can you recall a story that took you on an emotional roller coaster ride and ended with an essential motto or lesson?

Contact Center 257

Contact Center Coaching Call Center 257

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

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. ” Techniques to optimize time.

Call Center 196

Call Center Self service Gamification Contact Center 196

Playvox

JUNE 10, 2022

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive.

Coaching 69

Coaching Contact Center Average Handle Time Best practices 69

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

CX Global Media

AUGUST 1, 2019

I’ve been amazed at some of the new ways to drive agent performance in contact centers. Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic. And so, with all that coaching it sort of drives the work flow.

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

Call Center Weekly

JULY 24, 2017

By Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them. As agents get developed, whether it be through coaching, training, or one-on-one conversations, leadership is offered the opportunity to strengthen the bonds of trust between them.

Contact Center 273

Contact Center Morale B2C Coaching 273

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

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . But the bigger picture should be call center development for your staff and business.

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Call Experts

NOVEMBER 19, 2020

Have you ever considered contact centers and call centers? By partnering with an experienced contact center partner like Call Experts, we can help you field leads with outbound services and nurture your leads with 24-7 hotlines with live agent support. You have come to the right place.

Best practices 98

Best practices Contact Center Call Center Telemarketing 98

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

Fonolo

AUGUST 3, 2021

Knowing where you stand with your customers and proving that value to stakeholders requires carefully crafted call center reporting that directly aligns with your organization’s Key Performance Indicators (KPIs). This is where organizing your contact center metrics into custom reports comes into play.

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

Calltools

MAY 3, 2023

It can’t be said enough: the level of happiness your customers’ experience is directly linked to the experience and engagement of your call center agents. 5 Tips to Enhance Agents’ Experience Your contact center agents’ experience is just as important as your customers’ experience.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

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

Fonolo

SEPTEMBER 21, 2023

Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat).

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

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. Retaining call center agents is essential for ensuring exceptional customer service and business success.

Call Center 76

Call Center Construction Coaching Morale 76

SharpenCX

JULY 26, 2023

Every call your contact center receives brings heaps of data with it: customer information, customer preferences, product insights, customer satisfaction scores, and much more. But perhaps you’re sitting on all of your call center data. It’s time to stop viewing call center metrics as an end result.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

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

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Amplifai Coaching Category

APRIL 7, 2023

Is your call center trying to save money? Invest in your coaching program. This infographic shows 7 ways good coaching can positively impact your ROI.

Coaching 52

Coaching Contact Center Call Center 52

Fonolo

JANUARY 21, 2021

Ready to level up your call center team this year? TIP: Common KPIs for contact center agents can include Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction score (CSat). Offer coaching sessions. Think again — the best contact center teams know that learning should be ongoing.

Call Center 176

Call Center Construction Average Handle Time First call resolution 176

Fonolo

AUGUST 12, 2021

High call center agent productivity is every call center manager’s dream. So many factors damper agent productivity, like high call volumes and staff turnover, both of which are only too common in the call center industry. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

NobelBiz

MARCH 19, 2024

Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Table of Contents What is a Call Center Dashboard?

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

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

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

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

Amplifai Coaching Category

APRIL 23, 2024

Everything you need to know about call center productivity - from key productivity metrics to tools and strategies you can leverage to improve productivity.

52

52

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

The Northridge Group

AUGUST 19, 2020

At The Northridge Group, we frequently come to the aid of companies with struggling contact centers, but what about the ones already doing a pretty good job? An organization like this may question whether it’s worth seeking guidance to take their call center to the next level. This will depend on your area of business.

Contact Center 145

Contact Center Coaching Call Center Wait times 145