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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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CCW Workshop | 4 Keys to Great Call Center Guides

ScreenSteps Call Center

If you missed the workshop we ran for CCW, we recorded a summary for you here. The video below is jam packed with key points that will help you improve your call center guides, call flows, protocols, and scripts.

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Call Center Motivation: How to Inspire Your Agents

Fonolo

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.

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The Ultimate Guide to Call Center Training

Fonolo

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training?

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What Soft Skills are Important in a Call Center?

Fonolo

Call center agents do much more than answer the phone. To keep your customers happy, your contact center needs to know what types of transferable skills to look for in new hires, while also supporting the development of these same skills in your existing team members. How to Foster Agent Engagement in a Hybrid Contact Center.

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Seven ways to increase agent’s performance in call centers

SoliCall

Increasing the performance of agents in call centers is crucial for delivering exceptional customer service and achieving business goals. Here are seven ways to enhance agent performance in call centers: 1 – Comprehensive Training. 3- Clear Performance Metrics. 4- Quality Assurance Programs.

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Call Center AI: The Key to Enhanced Customer Interactions

Balto

The modern call center is facing unprecedented challenges, especially with rising customer expectations, increased market competitiveness in many industries, and potential hires seeking a healthy work environment that encourages growth.