SharpenCX

JUNE 16, 2021

Workplace culture, safety and equality is critical to running a successful call center. It shapes employee engagement and retention , it affects the perception prospective hires have about your company. The day to day work as a call center agent can be taxing in itself. Knowing the Problem.

Call Center 67

Call Center Education Coaching Construction 67

JustCall

DECEMBER 10, 2020

The quick resolution power of agents comes from experience, that begins with effective call center training. Man­agers supervising a call cen­ter or a contact center know that their agents require regular call center train­ings. Why call center training of agents? Delivers quality service.

Best practices 52

Best practices Call Center Sales Average Handle Time 52

CX Global Media

NOVEMBER 6, 2019

Roger is a long-time contact center industry veteran and a respected thought-leader. At the event he conducted a workshop about Speech Analytics and he graciously shared with me his observations about what occurred during that workshop. Mistake #3: You should know WHY people are calling. So, there’s two pieces.

Analytics 136

Analytics Contact Center Coaching Call Center 136

Callminer

MAY 27, 2020

Maximizing the value your employees derive from their roles within your organization on a daily basis – satisfaction, engagement , accomplishment, community and more – has the potential to build loyalty among your workforce in ways higher wages never could AND benefit your business’s bottom line. Keep employee data analysis consistent.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Taylor Reach Group

AUGUST 29, 2017

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Adapt and pool your peers for an interactive day focused on effectively managing your call center. Your Future Contact Center is Here.

Contact Center 48

Contact Center Call Center Customer Experience Journey mapping 48

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition. What is hyper efficiency in a contact center?

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

COPC

MARCH 11, 2022

Explore emerging ways to create candidate interest & employee retention with Rick Zayas, COPC VP, in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. However, there is still a possibility that labor issues are unique to that call center.

Contact Center 85

Contact Center Customer Support outsourcing Marketing 85

Taylor Reach Group

MARCH 20, 2020

Yet not dealing with mental health concerns are bad for business, not just in terms of absenteeism, but also in terms of reduced employee engagement and reduced productivity. Investing in supporting our employees who struggle with mental health makes good business sense.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Fonolo

MARCH 4, 2020

To be able to manage an entrepreneurial-type client (which might be less than 10 employees) and a multinational one — which can be upwards of 10,000 employees — ADP has the necessary business arms and legs in place. “We’ve We’ve got a solid set up, beginning with 1-800 or contact center agents,” Sidhu explains.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

CX Global Media

NOVEMBER 22, 2018

I’ve learned a ton : I’ve learned from so many experts and practitioners in so many important areas like leadership, customer experience, contact centers, employee engagement, marketing, social media, Emotional Intelligence, business transformation, strategy, culture, human development and more.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. She has managed multiple call centers in the US.

call center workforce 52

call center workforce Call Center Management Gamification 52

Fonolo

FEBRUARY 20, 2020

Handpicked related content: 7 Things Great Call Center Managers Do Every Day. To be able to manage an entrepreneurial-type client (which might be less than 10 employees) and a multinational one — which can be upwards of 10,000 employees — ADP has the necessary business arms and legs in place. “We’ve What bugs you?

Customer Service 67

Customer Service Metrics Call Center Banking 67

TechSee

JUNE 4, 2019

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.

Call Center 117

Call Center Technology Gamification Coaching 117

Up Your Service

APRIL 1, 2018

The device manufacturer, the reseller, the phone company, the app designer, the website manager, the online forum moderator, the chat box responder, and the call center agent. Now how many different companies, channels, and partners are involved here? All that complex business eco-system for you and your one phone.

Customer Experience 80

Customer Experience Education Telecommunications Personalization 80

Up Your Service

APRIL 1, 2018

The device manufacturer, the reseller, the phone company, the app designer, the website manager, the online forum moderator, the chat box responder, and the call center agent. Now how many different companies, channels, and partners are involved here? All that complex business eco-system for you and your one phone.

Customer Experience 69

Customer Experience Education Telecommunications Personalization 69

Verint

APRIL 23, 2018

Pre-conference workshops , user groups, and a broad range of informative breakout sessions offer many opportunities to learn how to leverage Verint solutions more effectively to meet real-world business challenges.

Best practices 31

Best practices Contact Center Feedback Customer Experience 31

Verint

MARCH 29, 2018

Achor’s presentation is just one highlight from an action-packed week that will include pre-conference workshops focused on key solution areas, along with user groups, networking opportunities, and a broad range of informative breakout sessions.

Big data 23

Big data Journey mapping Customer Experience Management 23

Playvox

MARCH 21, 2024

Let’s take a deeper look at the factors that influence employee engagement and morale. Definition of Agent Morale Agent morale refers to the overall satisfaction, motivation, and mental well-being of customer service representatives in a contact center. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

SharpenCX

MAY 16, 2022

Outbound contact centers are often considered synonymous with spammers, but when run ethically and with the right purpose, they can play a critical role in deepening your relationships with your existing customers and connecting with new ones. Inbound Vs. Outbound Contact Centers. Establish Meaningful KPIs. Set Clear Expectations.

Contact Center 67

Contact Center Scripts Call Center call center software 67

Playvox

MARCH 27, 2023

Training programs should be designed to meet the specific needs of the contact center and its agents. This could include a combination of classroom training, on-the-job training, learning courses , and workshops. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 3.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

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. He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Russel Lolacher

JUNE 13, 2022

But I’ve also been in rooms where we’re talking about busting silos, and I’ll never forget this, we were doing a workshop about it. And the best moment I ever saw in doing this challenge was having a VP talk to a call center operator. And that VP said, I need to talk to more people in the call center now.

Coaching 59

Coaching Engineering Personalization Feedback 59

Verint

FEBRUARY 21, 2018

This event offers so much, including pre-conference workshops focused on key solution areas, entertaining keynote sessions, and a broad range of informative breakout sessions, user groups, and networking opportunities.

Entertainment 36

Entertainment Best practices Journey mapping Management 36

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. We know that traditional approaches like multi-day workshops don’t build skills efficiently.

Contact Center 120

Contact Center CCNG Morale Coaching 120