TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. Techniques to optimize staffing. Improve agent utilization.

Call Center 196

Call Center Self service Gamification Contact Center 196

Callminer

FEBRUARY 4, 2021

To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. One thing contact centers need to get better at is…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

Callminer

FEBRUARY 12, 2020

Great customer service agents form the backbone of every successful call center operation. Call centers depend on quality training programs more than most other businesses because representatives have the potential to directly influence consumer perceptions through their own performance on the job.

Best practices 182

Best practices Call Center Construction Feedback 182

The Northridge Group

JULY 10, 2023

your call center can make or break your business. When you ensure your call center utilizes KPIs that align with your company culture, you can start to make a difference in how your customers view you. You can transform your call center into one that promotes loyalty and turns avid customers into brand promoters.

Call Center 104

Call Center First call resolution Advertising Scripts 104

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. To address this issue, COPC Inc.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

Callminer

APRIL 24, 2020

call center industry is alive and well. According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. Agents are at the heart of any call center, considering they’re on the front lines of customer interaction.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Fonolo

OCTOBER 26, 2022

When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? Call center managers and leaders have some of the hardest jobs when it comes to agent engagement. Call center managers and leaders have some of the hardest jobs when it comes to agent engagement.

Call Center 142

Call Center Abandon rate Education Contact Center 142

Convoso

SEPTEMBER 11, 2017

In mid-2017 Ascent Mortgage Group came to Convoso searching for a new contact center platform with a high-performance automated dialer like none other.

Contact Center 163

Contact Center Call Center 163

Fonolo

AUGUST 5, 2021

For example, if technology is limited and doesn’t allow for group meetings or video conferencing, the transition to online training will be very bumpy. A training strategy that stays consistent from one call center agent to another will ensure everyone is being taught the same information and protocols from the get-go.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

Global Response

MARCH 27, 2024

An effective call center script balances consistent service quality with personalized customer interactions. It should enable agents to respond to the unique aspects of each call while maintaining a high standard of service. Elements of an effective script First, what is a call center script?

Scripts 62

Scripts Call Center Customer Service Coaching 62

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

Outsource Consultants

APRIL 11, 2023

Part of working in the call center industry is being up-to-date on new technology that improves customer service. When planning goes awry, call centers experience frustrated agents and metric dips as employees learn the ropes. Your agents will thank you if you take the necessary steps to help ease tech transitions.

Call Center 67

Call Center Technology Journey mapping outsourcing 67

Fonolo

AUGUST 26, 2021

Last year, COVID-19 shifted many call center environments to new models. Nation-wide lockdowns forced many call center companies to either shut down or adapt to a work-from-home model. Call centers provide a vital service to customers worldwide. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 142

Call Center Real estate call center software Interactive Voice Response 142

SQM Group

OCTOBER 12, 2023

SQM Group's customer service research shows that building customer rapport is the second biggest driver for achieving high call center Csat.

Call Center 86

Call Center Customer Service 86

Global Response

JANUARY 31, 2023

If you, like many other leaders, are considering outsourcing for the first time – or outsourcing to a new BPO call center – there’s quite a lot to consider. Step 1: Research You first need to identify call center partners who can match your business. Start with a group of no more than 10 BPO call center options.

outsourcing 62

outsourcing Call Center Benchmark Interactive Voice Response 62

Fonolo

MAY 27, 2021

Engagement is especially important for call centers, since staff turnover is typically high. Research shows that customer complaints, poor morale, and low pay all attribute to high turnover rates in the call center industry. Example Questions for a Call Center Agent Engagement Survey.

Call Center 136

Call Center Surveys Coaching Best practices 136

TechSee

FEBRUARY 2, 2022

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. What Is Call Center Technology? 5 Innovative Call Center Technologies in 2022. With 56.8%

Call Center 124

Call Center Technology Interactive Voice Response Analytics 124

Callminer

JUNE 21, 2017

Over the years, call centers have seen the development of numerous industry-specific training tools and coaching practices. As customer expectations are constantly increasing in terms of call center performance , so must the training methods evolve. Why implement call center training?

Best practices 174

Best practices Call Center Morale Coaching 174

Fonolo

AUGUST 24, 2021

Employees, especially call center agents, spend a significant portion of their lives at work. Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work. How to Foster Agent Engagement in a Hybrid Contact Center. Micromanagement.

Call Center 148

Call Center Morale Best practices Contact Center 148

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? The right call center reporting system isn’t just a nice-to-have; it’s an absolute necessity.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Fonolo

MAY 13, 2021

Call centers have a reputation as a ‘money pit’ for businesses. Today, we know that a fully optimized contact center can actually create more opportunities for sales and customer engagement. The ROI of Call-Backs for Your Call Center. The ROI of Call-Backs for Your Call Center.

Call Center 129

Call Center Contact Center outsourcing CRM 129

Call Center Weekly

APRIL 19, 2018

By Maurice Helm I understand from experience the life of a call center representative. This approach is simply called Employee Engagement Taskforce. In this process, you would ask for your employees to volunteer to represent their entire peer group, and after establishing the best representation, lay out the main objective.

Employee engagement 227

Employee engagement Call Center B2C B2B 227

Calltools

APRIL 5, 2023

Financial service call centers are responsible for both inbound and outbound calls that deal with sensitive information. Often, these financial calls are time-sensitive as well. As such, financial service call centers must employ the right tools to allow their agents to reach clients most effectively.

Call Center 98

Call Center call center software Banking Management 98

COPC

NOVEMBER 15, 2023

Early attrition is a common and expensive problem for contact centers. However, it is possible to cut call center attrition rates and the associated costs. COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations can reduce early attrition.

Call Center 95

Call Center Employee engagement Best practices Contact Center 95

Callminer

MARCH 9, 2020

Scheduling forms the foundation of every successful call center operation. Ensuring your organization has enough hands on deck at all times keeps callers from waiting too long or abandoning calls altogether before their questions can be answered. Keeping up with Incoming Calls. Monitoring Attendance and Leave.

Best practices 182

Best practices Call Center Analytics Metrics 182

Fonolo

AUGUST 3, 2021

Knowing where you stand with your customers and proving that value to stakeholders requires carefully crafted call center reporting that directly aligns with your organization’s Key Performance Indicators (KPIs). The Executive Guide to Improving 6 Call Center Metrics. What is a call center report?

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

CX Global Media

OCTOBER 3, 2018

Development of this core group of leaders is where a vast number of organizations sabotage their chances for success. To get started, there are only three essential ingredients for assembling a “ dream team ” of supervisory staff in today’s call center. Identify and develop the six core competencies for call center supervisors.

Call Center 174

Call Center Coaching Contact Center Time management 174

Outsource Consultants

SEPTEMBER 6, 2023

As more Generation Z employees join the workforce, call centers and their clients are noticing a shift in worker attitudes. Young call center agents are a valuable asset to any company. As a matter of fact, Gen Z call center agents prioritize flexibility while evaluating job options.

Call Center 67

Call Center Contact Center Technology Consulting 67

Fonolo

OCTOBER 6, 2022

There’s nothing that destroys a perfectly good call center schedule like unplanned absences. Don’t get us wrong—we’re in full support of call center agents taking time off and embracing work-life balance. How to Foster Agent Engagement in Today’s Contact Center. How Absenteeism Impacts Your Call Center.

Call Center 81

Call Center Abandon rate First call resolution Contact Center 81

Taylor Reach Group

JUNE 21, 2021

The Taylor Reach Group, Inc. About The Taylor Reach Group, Inc. A global Contact Center, Call Center, and Customer Experience consulting firm. Established in 2003, Taylor Reach is dedicated to assisting clients to solve customer experience, contact center, and customer service challenges.

Consulting 128

Consulting Consulting Contact Center Government 128

TeleDirect

APRIL 6, 2022

Does your healthcare group require a rapid, reliable platform to handle patient calls? Or maybe you already have medical call center services in place, but they’re not up to speed in terms of performance and patient satisfaction. Best of all, our call center is customized to fit any healthcare group requirement.

Healthcare 62

Healthcare Call Center call center solutions Scripts 62

Call Experts

APRIL 8, 2024

Have you ever wondered what is it like for the call center agent answering my phone when I partner with Call Experts? In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

The Northridge Group

OCTOBER 12, 2023

Call centers have picked up the reputation of being considered little more than a customer support channel. But while helping customers is a primary function of a service center, they can be so much more than that. Instead, your call center team must continuously demonstrate that your brand values the customer.

Call Center 67

Call Center Contact Center Customer Support Analytics 67

SharpenCX

JULY 26, 2023

But perhaps you’re sitting on all of your call center data. It’s time to stop viewing call center metrics as an end result. What is Call Center Data? Call center data is any information that comes from customer interactions in your contact center. It reduces call center costs.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

Outsource Consultants

NOVEMBER 10, 2022

Veteran-owned call centers provide a unique opportunity to work alongside these heroes and gain unparalleled benefits. What are Veteran-Owned Call Centers? Veteran-owned contact centers fall under two categories: VOSB and SDVOSB. The Many Benefits of Working With VOSB and SDVOSB call centers.

Call Center 67

Call Center outsourcing Government Contact Center 67

OctopusTech

SEPTEMBER 13, 2023

Choosing to outsource call center services is one of the best decisions a company can make as it helps to focus on the core business activities. Using call center outsourcing services is one of the major trends followed by both small and big organizations. What are Outsource Call Center Services?

outsourcing 62

outsourcing Call Center Finance Contact Center 62