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

Tethr

JUNE 5, 2020

Does your contact center need a morale boost? Improve employee morale and reduce call center stress using these strategies. A leadership team that thinks they’re above everyone else is a morale murderer. This helps keep them engaged and shows that you care about their continuous education.

Morale 65

Morale Contact Center Gamification Scripts 65

Fonolo

OCTOBER 3, 2018

Whatever your roadblock, it’s good practice for contact center teams and customer service leaders to educate themselves on why, in a broad sense, some contact centers are being held back from reaching their full potential. Contact centers are expensive, it’s true. Call Center 101: The Golden Rules of SLAs.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Fonolo

DECEMBER 13, 2018

Simple math will tell you that if you’re doing double, triple, or quadruple the amount of sales you were last month, it’s unlikely that your existing customer service or call center team will be able to handle the spike in volume of inquiries. Managers can keep both morale and productivity high by incentivizing employees.

Customer Service 113

Customer Service Call Center Gamification Self service 113

NICE inContact

JANUARY 24, 2017

You and your project team have poured hours into the design and implementation of your new call center technology platform, and the big day has finally arrived – Go-Live. A little celebrating can go a long way for employee morale, and let’s be serious – who doesn’t like a little party? Build Excitement for Go-Live.

Call Center 55

Call Center Technology Contact Center Gamification 55

Fonolo

NOVEMBER 29, 2018

As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more. Social Media as a Contact Center Touchpoint.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Liveops

SEPTEMBER 2, 2020

However, in too many workplaces—especially call centers— onboarding is too brief, lackluster, or even absent entirely. This laissez-faire approach to education has detrimental effects on worker morale, particularly in the early days of a position. Businesses can—and should—educate workers on soft skills, but most don’t.

Education 62

Education Gamification Morale Call Center 62