CSM Magazine

APRIL 16, 2020

Derek Jones, VP Enterprise Strategy, Americas at Deputy outlines the steps call centers need to take for quick onboarding of new employees. During these times, call centers are experiencing huge spikes in income calls, and it’s not a surprise that even the most prominent companies face difficulties.

Call Center 52

Call Center Gamification Banking Healthcare 52

Fonolo

MAY 4, 2021

Many call center overseers are now realizing that they are technologically behind their more channel-savvy competitors. Budget-conscious center managers are struggling to up their CX game while managing the cost of upgrading their operations. The ROI of Call-Backs for Your Call Center. The result?

Contact Center 152

Contact Center Interactive Voice Response Call Center call center software 152

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Omnichannel, Cloud-Based Contact Centers.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Outsource Consultants

APRIL 12, 2021

If you’re looking to refine your already exceptional BPO training or trying to “catch” your competitors, here are the top three priorities for managing your training with your outsource call center vendor: BPO Vendor Priority #1 — Train with the Right Tools. Here are some ideas: Leverage a knowledge base.

Management 125

Management outsourcing Average Handle Time Gamification 125

Calltools

OCTOBER 19, 2022

This year will likely be the same, so contact center managers must prepare for the holiday rush. Follow these nine holiday contact center tips! Train Contact Center Agents. Agents who joined your call center after the last holiday season might not know what to expect in the next couple of months.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

Babelforce

FEBRUARY 24, 2022

9 call center employee engagement ideas. #1 There are simple steps you can take to improve knowledge access. Tools like internal apps and knowledge bases also help employees find the information they need. #3 Call center technology makes life easier for agents. Here are nine of the most effective.

Employee engagement 52

Employee engagement Gamification Call Center Contact Center 52

OctopusTech

MARCH 1, 2023

Most companies will set up or adopt a call center to field customer service requests and complaints. These call centers organize phone support queues and equally distribute calls to reps on the service team. What Are Inbound Calls?

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Real Blue Sky

JULY 12, 2022

Incentives and Gamification. Using incentives and gamification is a great example of using advanced technology in contact center training. Gamification is the process of using game-thinking and game-mechanics to engage users with a fun and rewarding learning environment. Self-Serve Knowledge. Speech Analytics.

Contact Center 52

Contact Center Gamification Coaching Analytics 52

Outsource Consultants

AUGUST 3, 2020

So what does that mean for your call center operations? So how can you maximize ROI across your call center operation to prepare for the travel industry’s awakening? Double down on the equity you’ve built across these at-home models to create flexible staffing models that keep you from overstaffing your call center.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

JustCall

MARCH 9, 2023

If you think call center training is a thing of the past, the data will make you think again. The call center industry has grown to become a $180 billion industry in the United States, which employs over 5 million employees globally. 6 Expert-Approved Tips on How to Build Your Agent Dream Team 1.Train

Call Center 52

Call Center call center software Construction Best practices 52

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

Tethr

JUNE 5, 2020

Does your contact center need a morale boost? Improve employee morale and reduce call center stress using these strategies. Call center managers earn the respect of their employees by showing them that they are not above any task. As long as your reps have an updated knowledge base, scripts are not necessary.

Morale 65

Morale Contact Center Gamification Scripts 65

Outsource Consultants

SEPTEMBER 14, 2021

Here’s what you can do now: Knowledge Base: Consider implementing a central source of truth to assist your agents across common customer queries. Knowledge base software can unify your process, reduce agent error, and has been proven to increase first-call resolutions and improve agent satisfaction.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Hodusoft

FEBRUARY 9, 2022

The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. And if one is to go by indications, contact center trends for 2022 , signal a whole new wave coming. AI technology. Video chat .

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

Balto

MAY 13, 2022

Gamification. Call center work can be tedious at times. Gamification can make things a bit more fun. Gamification can range from leaderboards and point contests for hitting benchmarks to progress bars that track performance. Research backs up the power of gamification. This empowers agents.

Contact Center 52

Contact Center Gamification Scripts Coaching 52

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. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

Balto

DECEMBER 4, 2023

Examine the Customer Journey and Lead Funnel Does your contact center take curious customers and transform them into viable leads for your funnel? Your call center needs to be converting as many inquiries to leads as possible (more on that later). If you’re doing it right, it shouldn’t sound like a call center.

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

Outsource Consultants

JUNE 1, 2020

For the call center industry, it’s becoming apparent that the at-home agent model is here to stay. Certainly, there will be changes to the call center landscape forever as organizations that are unable to weather this storm shutter for good. The Future of the At-Home BPO Model. So what about post-COVID? Not anymore. .

At home agents 76

At home agents Gamification Call Center Consulting 76

Noble Systems

MARCH 30, 2020

Gamification applies game elements and principles in non-game settings such as work environments. It effectively and efficiently builds knowledge and motivates employees to align their behaviors with customer needs and those of the company, and provides quick and continuous feedback to agents to keep them engaged.

Management 90

Management Gamification Contact Center Coaching 90

Noble Systems

JANUARY 30, 2019

Leverage Gamification for Soft Skills Development. Effective agent training and coaching have been a top priority for contact centers for a long time. Much of it has been focused on performance metrics such as average handle time, speed to answer, after call work and first call resolution.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Noble Systems

JANUARY 30, 2019

Leverage Gamification for Soft Skills Development. Effective agent training and coaching have been a top priority for contact centers for a long time. Much of it has been focused on performance metrics such as average handle time, speed to answer, after call work and first call resolution.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

aircall

FEBRUARY 1, 2021

Activities like gamification and healthy sales competitions help to inspire and motivate sales team members. Define your key objectives and your key performance indicators (KPIs): Think about the goal for your sales call center and identify measurable ways to evaluate data such as photos, shortening the sales cycle, and increasing sales.

Best practices 62

Best practices Sales Call Center Coaching 62

Enghouse Interactive

FEBRUARY 9, 2021

This works even better when also integrated with a knowledge base, providing customers with quick reference guides or solution templates. now) with dispersed contact centers and remote agents becoming the norm, providing timely agent support is one of the most significant hurdles for supervisors. Agent Analytics (28.4%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

TechSee

SEPTEMBER 18, 2019

Also known as post-call processing or wrap-up, ACW includes tasks such as logging the call’s purpose and outcome, writing notes on actions taken, scheduling follow-up activities and updating the company’s internal knowledge base. The importance of after call work. Tools & Tech to Streamline after call work.

Average Handle Time 84

Average Handle Time CRM Contact Center Gamification 84

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

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. What Are Call Center Efficiency Metrics? Is your call center prepared?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

RapportBoost

DECEMBER 10, 2018

Nate: Yeah, I am definitely a recovering chat differ, and I am starting to find it more and more useful, and I feel like with social media too, at least a couple years ago I was consistently frustrated with social media channel, all it ever was, was a message saying either call us or send us an email.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Fonolo

JUNE 17, 2015

But training new and old employees on an ongoing basis can be tough, so here’s a guide to contact center training, along with our top call center training ideas and methods you can put into practice: Our 15 Most Powerful Call Center Training Methods Are: Hold regular training sessions. Curate a knowledge base.

Call Center 96

Call Center Gamification Coaching Contact Center 96

Playvox

MARCH 27, 2023

As someone who has worked in support centers before, I know firsthand how important it is to have engaging and effective training programs. One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Liveops

FEBRUARY 28, 2019

Our certification programs set Liveops apart from other providers with a variety of self-paced learning approaches including social tools and gamification programs to optimize agent performance. Liveops won SILVER for Contact Center or Customer Service Outsourcing Provider of the Year. Want to experience the magic for yourself?

Gamification 18

Gamification Contact Center Call Center Virtual Agent 18

Win the Customer

FEBRUARY 3, 2016

Gamification’ facility to boost the productivity of support teams through motivation and awards. Create a customizable ‘knowledge base’. Text analysis of ticket queries to find keywords that need addressing quickly. Define your support hours so customers are aware of support periods. Analyses ticket volume trends.

Customer Experience 64

Customer Experience Feedback Gamification Metrics 64

Tenfold - Contact Center Blog

JULY 9, 2018

Here’s a list of the most crucial metrics that inbound call center must measure. It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls. A 2016 survey by Call Center Helper shared that 62.7%

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

NobelBiz

FEBRUARY 22, 2023

The goal of this article is to provide contact centers owners and managers with all of the necessary information to properly utilize remork work and to empower contact center agents. Select a solution that can communicate and be integrated with your call management software and CRM.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

The goal of this article is to provide contact centers owners and managers with all of the necessary information to properly utilize remork work and to empower contact center agents. Select a solution that can communicate and be integrated with your call management software and CRM.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

OctopusTech

APRIL 25, 2019

Knowledge Bases or Information portals. Freshdesk has also followed the unique gamification trend to rewards agents with points for each ticket that was solved successfully and in time. Call Center. The system gives agents access to the centralized knowledge base that helps them to solve any case.

Customer Support 90

Customer Support Gamification Multi-channel support Self service 90

Balto

AUGUST 22, 2022

You might think the use of AI would lead to even more of those robotic responses and strict guidelines of the call centers of the past, but it’s actually the opposite. Real-Time Guidance has checklists, dynamic prompts, and even shoots off fireworks for the agents at the end of successful calls. Surprising Results.

Contact Center 52

Contact Center Scripts Gamification Coaching 52