Call Center, Coaching and Entertainment - Customer Contact Central

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

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

Contact Center Call Center Average Handle Time Real estate

How to Give Work from Home Call Center Agents the Support and Resources they Need to Keep Your Business Functioning at Its Best

SharpenCX

MARCH 18, 2020

It looks a bit different than it does for your work from home call center agents. So how do you, manager, support work from home call center agents while still keeping performance on track and helping your customers? The Basics: 4 Tips to Managing Work from Home Call Center Agents. Take breaks. What’s more?

Call Center

Call Center Morale Coaching Cloud contact

How to Stop Abandoned Calls From Ruining Your Customer Satisfaction and Toppling Your Other Call Center Metrics

SharpenCX

DECEMBER 9, 2020

There’s plenty of room for creativity when it comes to entertaining your customers. And, if your customers don’t get routed to the right agent the first time, coach agents to transfer calls the right way so customers don’t get lost in a black hole between departments. Give your customers a callback or voicemail option.

Abandon Call

Abandon Call Metrics Call Center Interactive Voice Response

Webinars

Manual Call Reviews? Theres a Better Way!

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Is it time to reassess your QA function?

Tethr

JANUARY 30, 2020

The development of bots and automated messaging has particularly transformed the world of call centers, enhancing the role of agents around the world. This is also true with the call center quality assurance function. But has the time come to reevaluate the usefulness of the call center QA function altogether?

Call Center

Call Center Scripts Average Handle Time Entertainment

Mastering Call Queuing: The Ultimate Guide to Efficient Customer Communications

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

Wait times Telecommunications Call Center CRM

Meet Customer Needs Without Overwhelming Your Agents: 6 Workforce Management Strategies to Engage your Team and Still Surpass High Customer Expectations

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

Coaching Management Contact Center Morale

17 Must-Read Books for Support Managers

Nicereply

MARCH 14, 2023

This highly entertaining book will help you to polish and perfect this crucial skill. Call Center Management on Fast Forward: Succeeding in Today’s Dynamic Customer Contact Environment By Brad Cleveland Published: 1997 Length: 440 Packed with data, Call Center Management on Fast Forward is geared towards workforce managers.

Management

Management Call Center Metrics Entertainment

Call Center Coaching Guide: Challenges, Tips, and Solutions

Balto

MAY 23, 2022

Ugh, Call Center Coaching…Let’s talk about it. . Ok, Call Center Coaching…what is it? Such gripping narratives use exhilarating phrases like “annual performance review,” “call center coaching tools,” and “telephony integration.” Defining the Challenges with Call Center Coaching.

Coaching

Coaching Call Center Average Handle Time Entertainment

5 Keys to Writing a Successful B2B Telemarketing Script

Quality Contact Solutions

DECEMBER 16, 2020

In many cases, I would refer to this as “asking for the sale”; however, depending on the script’s objective, perhaps that isn’t the same call to action. Prior to Quality Contact Solutions, Nathan worked for a Top 50 Call Center company based in the Midwest.??Nathan’s Nathan’s experience?has has run the?gamut

Telemarketing

Telemarketing Scripts B2B Call Center

AI Customer Service: Today’s Most Transformative Technologies

TechSee

JUNE 25, 2019

For example, the technology can identify patterns that indicate a customer’s intent based on web activity or text and route the call or chat to the appropriate agent. Intent prediction enables call centers to up their game by giving customers the assistance they need in the way they want it. Emotion analytics. Gamification.

Technology

Technology Customer Service Gamification Contact Center

5 Keys to Writing a Successful B2B Telemarketing Script

Quality Contact Solutions

DECEMBER 16, 2020

In many cases, I would refer to this as “asking for the sale”; however, depending on the script’s objective, perhaps that isn’t the same call to action. Prior to Quality Contact Solutions, Nathan worked for a Top 50 Call Center company based in the Midwest.??Nathan’s Nathan’s experience?has has run the?gamut

Telemarketing

Telemarketing Scripts B2B Call Center

Do your Reports Spark Joy? Tidy up your Reports to Reduce Call Center Stress and Boost Agent Engagement

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

Call Center Morale Metrics Abandon rate

How Technology & Customer Experience Have Changed the Employee Learning Landscape

Call Center Weekly

DECEMBER 19, 2017

Associates working in these data-driven, tech-laden, experience-demanding contact center environments need resources that both engage, and add immediate value to their work. We want entertaining videos that make a point quickly; and we want systems that let us find and consume content with the click of a button."

Technology

Technology Entertainment Customer Experience Coaching

Top 51 Customer Service Leaders – Best Customer Experience Influencers

Netomi

JANUARY 5, 2022

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Kate Nasser.

Customer Experience

Customer Experience Customer Service Consulting Consulting

Empowering Your Team to Deliver Kick-Ass Customer Experience

BlueOcean

FEBRUARY 25, 2019

You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front porch welcomes monthly subscription boxes (Blue Apron, Trunk Club, and Honest Essentials), while your go-to entertainment is no longer cable TV but subscription-based media (Netflix, Hulu, and Amazon Prime.)

Customer Experience

Customer Experience Coaching Feedback Customer Care

33+ Essential Features of a Great Business Phone System

JustCall

FEBRUARY 13, 2023

From business calls, SMS, data, analytics, and coaching, you need to be able to get an eagle-eye view of your sales and support to ensure your customers are not left in the lurch. Instead of listening to the annoying ringing sound, your customers are entertained as they wait. What’s even better?

voip

voip Call Logging Finance Sales

Awesome Quotes from Call Center Week

CX Global Media

JULY 6, 2017

Below are some awesome quotes that I was able to capture while at Call Center Week in Las Vegas this year. Also, if you were at Call Center Week and have a favorite to share, please comment below. Check out the awesome quotes captured at Call Center Week. Quotes at Call Center Week Fall.

Call Center

Call Center Entertainment Transportation Coaching

18 Contact Center Strategies That Actually Work

JustCall

MARCH 9, 2023

They can be effectively leveraged for data management of your call center, helping to democratize customer information for all the call center agents. The same concept applies to your contact center strategies as well. This helps to reduce the call volumes and workloads of your employees drastically.

Contact Center

Contact Center Interactive Voice Response Scripts Self service

Customer Contact Central

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

How to Give Work from Home Call Center Agents the Support and Resources they Need to Keep Your Business Functioning at Its Best

Webinars

Trending Sources

How to Stop Abandoned Calls From Ruining Your Customer Satisfaction and Toppling Your Other Call Center Metrics

Webinars

Is it time to reassess your QA function?

Mastering Call Queuing: The Ultimate Guide to Efficient Customer Communications

Meet Customer Needs Without Overwhelming Your Agents: 6 Workforce Management Strategies to Engage your Team and Still Surpass High Customer Expectations

17 Must-Read Books for Support Managers

Call Center Coaching Guide: Challenges, Tips, and Solutions

5 Keys to Writing a Successful B2B Telemarketing Script

AI Customer Service: Today’s Most Transformative Technologies

5 Keys to Writing a Successful B2B Telemarketing Script

Do your Reports Spark Joy? Tidy up your Reports to Reduce Call Center Stress and Boost Agent Engagement

How Technology & Customer Experience Have Changed the Employee Learning Landscape

Top 51 Customer Service Leaders – Best Customer Experience Influencers

Empowering Your Team to Deliver Kick-Ass Customer Experience

33+ Essential Features of a Great Business Phone System

Awesome Quotes from Call Center Week

18 Contact Center Strategies That Actually Work

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