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How to Improve Call Center Employee Retention

Fonolo

Company culture consultant Stan Slap puts it this way: “If you can’t sell it inside, you can’t sell it outside.”. Of course, call centers are notorious for high turnover rates. But if you’re a call center leader, it’s your job to combat that damaging trend. Why is Call Center Employee Retention Important?

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Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Callminer

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. Types of Call Center Software. Be mindful of integrations.

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13 Call Center Training Tips For Upskilling Agents (+ Case Studies)

Babelforce

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

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The Power of AI Technology and the Call Center Industry

Outsource Consultants

As artificial intelligence has become a driving force for change in various industries, the call center industry is no exception. With its ability to mimic human intelligence and process vast amounts of data, AI is transforming the way call centers operate.

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IVA is the New IVR Masterclass

Speaker: Brian Morin, CMO & Phillip Fisher, CX Consultant at SmartAction

2020 was the year that customer call centers and customer experience were pushed to their limit. With the influx of calls replacing in-person interactions, it is up to our virtual agents to not only evolve to the new demands but also to help alleviate the current stressors on live agents. Where to start? Buy or build?

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21 Call Center Managers Share Their Favorite Call Center Leadership Activities

Callminer

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.

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Medical Call Center Services: Best Practices for Success

Global Response

That’s why medical call centers are such powerful resources. Of course, many of the calls and questions they handle are routine patient support. Yet many medical call centers have trained nurses on staff to assist in emergencies 24 hours a day. It’s the kind of care we all hope to have access to.