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

Fonolo

JULY 27, 2021

These days, there are tons of key performance indicators (KPIs) and call center metrics to evaluate call center performance and call center agent performance. Take your pick — first call resolution (FCR) , abandon rate , customer satisfaction (CSAT) , and more. Net promoter score (NPS).

Call Center 142

Call Center Abandon rate First call resolution Construction 142

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

Fonolo

AUGUST 17, 2021

Luckily, a successful call center is within reach. With some careful thought and these helpful tips, you can optimize your call center’s performance: 1. With the latest call center technologies, identifying and measuring Key Performance Indicators (KPIs) is a breeze. Use metrics and act on them.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Myra Golden Media

NOVEMBER 20, 2019

A customer support specialist said “In regards to your eLearning course, your coaching has immensely helped me with a few difficult calls these past three weeks. The particular course that was pivotal to these calls was your “How to De-escalate” section.” Course Outline: Practice with Feedback. “In

Coaching 185

Coaching Customer Support Customer Care Feedback 185

Myra Golden Media

MARCH 18, 2020

Years later, as a call center manager, challenging customers and frequent escalations forced me to search for reliable approaches to delivering bad news and de-escalating intense interactions. The particular course that was pivotal to these calls was your “How to De-escalate” section.” Course Outline: Practice with Feedback. “In

Coaching 156

Coaching Customer Support Call Center Customer Care 156

JustCall

DECEMBER 1, 2022

Remote call center employees feel they can be more flexible, productive, and satisfied while working from home. Work from home call centers must deal very cautiously with employees who prefer to work from home. Work from home call centers must deal very cautiously with employees who prefer to work from home.

Call Center 52

Call Center Management Agent burnout Scripts 52