Callminer

JULY 11, 2022

Read this post to learn tips and best practices for managing a remote call center.

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Best practices Call Center Management 182

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.

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Best practices Call Center Analytics Metrics 182

Callminer

NOVEMBER 24, 2019

These tips provide valuable insight into choosing and using call center metrics more effectively to condense performance data into actionable insights.

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Best practices Call Center Metrics 182

Fonolo

JUNE 22, 2021

This guide also breaks down how strong agent engagement can significantly boost revenue and overall call center metrics – two good reasons for call center managers to take their employee engagement seriously. Employee Engagement Tip #1: Invest in communication. It’s free – we promise!).

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Call Center call center software Employee engagement Gamification 151

Fonolo

OCTOBER 12, 2021

Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation.

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Call Center Agent burnout Abandon rate call center workforce 147

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.

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Call Center Morale Best practices Contact Center 148

Callminer

MAY 12, 2020

Call centers around the world are faced with the ever-intensifying challenge of meeting consumers’ expectations. As calls flood the lines during peak periods, such centers need powerful tool sets to handle them all. General Tips for Evaluating Call Center Software. Predictive Dialers.

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call center software Best practices Call Center Interactive Voice Response 182

Fonolo

JULY 20, 2021

You’re probably familiar with IVR, or Interactive Voice Response, is a menu system that connects customers to the information they need in your call center. Discover the Six Crucial Contact Center Trends That Will Shape 2021. Here are some tips to optimize your IVR: 1. 8 Tips for Creating a Great Visual IVR.

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Interactive Voice Response Call Center Abandon rate call center software 142

Tethr

MAY 29, 2023

It's hard to provide quality service when your call center is full of new agents! Check out these tips to reduce call center agent churn.

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Call Center 93

SQM Group

APRIL 1, 2024

This blog delves into five simple yet effective tips for improving the tone of voice in call centers. It offers practical advice that agents can implement immediately to enhance communication skills and customer experiences.

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Call Center Customer Experience 52

Callminer

MAY 11, 2020

Here are tips and best practices to simplify the call center software selection process, allowing you to choose excellent solutions without wasting time.

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call center software Best practices Call Center 182

Customer Contact Central Submitted Articles

OCTOBER 10, 2022

Read this post to learn tips and best practices for managing a remote call center.

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Best practices Call Center Management 130

Fonolo

AUGUST 19, 2021

And, those stats are even higher for customer support representatives, including call center agents. An overwhelming majority of call center agents (74%) are at risk for burnout. Maybe that’s why call center agent turnover rates are over double than those of other occupations. Declining quality of work.

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Agent burnout Call Center Metrics Contact Center 148

Fonolo

OCTOBER 14, 2021

The Executive Guide to Improving 6 Call Center Metrics. It’s safe to say that a low cost per contact indicates call center efficiency and generally predicts success. Total Call Center Costs/Total Number of Calls Answered = Cost Per Call. How to Calculate Cost Per Contact in the Call Center.

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Call Center Interactive Voice Response Abandon rate Average Handle Time 159

Callminer

AUGUST 1, 2022

In the age of remote call centers, it is important for organizations to consider which candidates can work from home effectively. Read on to learn tips for hiring remote call center agents.

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Call Center 182

Win the Customer

SEPTEMBER 15, 2020

Like any other industry, there’s always room for improvement in call center customer experiences. Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press. Here are 7 tips for call centers to improve customer experiences: 1.

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Call Center Customer Experience Brand ambassadors Interactive Voice Response 157

Callminer

OCTOBER 3, 2019

There are many characteristics that successful call center representatives share, some being more important than others. Additionally, there are some characteristics that will be more important based on the needs and functions of a particular call center, although many traits are universal to all who work in a call center setting.

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Call Center Morale Employee engagement Customer centricity 186

Callminer

JUNE 15, 2020

Follow these tips and best practices for developing effective call center scripts and using scripts to your advantage.

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Best practices Scripts Call Center 182

Callminer

OCTOBER 11, 2021

Read this blog for tips on how to increase call center efficiency and improve your business's image in the eyes of your customers.

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Call Center 226

Callminer

FEBRUARY 5, 2020

Obtaining useful metrics on daily operations in your call center can help to improve many aspects of your business. However, there is quite a bit more to making effective use of call center metrics than merely amassing data and generating reports. The Importance of Metrics in Call Center Operations.

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Best practices Call Center Metrics First call resolution 251

Callminer

SEPTEMBER 22, 2020

To help your outbound calling operation overcome typical obstacles, we’ve rounded up this selection of immensely useful tips.

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Best practices Call Center 182

Fonolo

MARCH 3, 2022

Call center management requires high levels of attention, coordination, and strategy, especially as remote work environments become more and more of a reality. . It is clear that completely outsourced, work-from-home, and hybrid models are all common call center scenarios these days. . What is Call Center Management?

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virtual call center Call Center Management call center software 87

Callminer

OCTOBER 21, 2019

These expert tips and best practices will help you choose the best outsourced call center services for your company’s needs.

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Best practices Call Center outsourcing 182

SQM Group

FEBRUARY 24, 2023

In this week's blog, we cover 7 tips to measure and recover from call center agent burnout, one of the call center industry’s biggest problems.

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Call Center Agent burnout 90

Fonolo

JANUARY 19, 2023

If call center retention keeps you up at night, you’re not alone. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. Let’s take a closer look at why call centers see so much agent turnover and consider the solutions. Why Does Call Center Retention Matter?

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Call Center Brand ambassadors Contact Center Chatbots 155

SQM Group

APRIL 11, 2023

We thought it would be helpful to share call center quality assurance tips for improving your QA Scores and customer satisfaction.

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Call Center 83

Expivia

MARCH 1, 2022

Call center agent training isn’t usually a walk in the park. After all, your call center agents may be a customer’s first touchpoint in interacting with the brand. 83% of high-performing call center agents attributed their performance to the quality of training they received at their call centers.

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Education Call Center Construction Feedback 98

TeleDirect

DECEMBER 1, 2020

Improve Contact Center Performance: 5 Tips from Call Center Experts. Is your call center currently an asset? Most companies regard their contact portal with ambivalence, but make no mistake – a well-run call center is a must-have for today’s multi-channel client communication needs.

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Call Center Contact Center Business Process Outsourcing outsourcing 118

Expivia

JANUARY 26, 2022

But most importantly, it takes a strategic approach to contact center management. With the right tips and advice, you can transform customer engagement in your call center. . Why You Need to Rethink Contact Center Management. Call centers can be stressful. Define Your Call Center Culture.

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Call Center Contact Center Management Employee engagement 105

Fonolo

SEPTEMBER 1, 2022

Of course, call centers are notorious for high turnover rates. But if you’re a call center leader, it’s your job to combat that damaging trend. If you don’t, your customer service will suffer, and your call center operations will too. Why is Call Center Employee Retention Important?

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Call Center Abandon rate Average Handle Time Morale 137

Hodusoft

OCTOBER 22, 2021

Top 10 Tips to Improve the Productivity of Your Call Center Agents. Call centers are typically considered cost centers, evaluated primarily based on the results they produce. Therefore, maintaining improve call center productivity, agent productivity can be a difficult task for managers.

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Call Center call center software Schedule adherence Wait times 122

Working Solutions

JANUARY 27, 2022

Security Fundamentals In an information-driven era data security tops the list of importance in any contact center. Billy West, our vice president of information technology, provides some insight and a few fundamental tips on protecting data and privacy in call centers. Start smart. End secure.

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Call Center Contact Center Technology 52

Fonolo

JANUARY 31, 2023

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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Call Center Contact Center Coaching Gamification 141

Global Response

FEBRUARY 26, 2024

That’s why medical call centers are such powerful resources. Of course, many of the calls and questions they handle are routine patient support. Yet many medical call centers have trained nurses on staff to assist in emergencies 24 hours a day. It’s the kind of care we all hope to have access to.

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Best practices Call Center Healthcare Education 62

Babelforce

SEPTEMBER 15, 2021

Call center agents are an essential part of your customer experience and brand. To be fully effective, agents need your support; implementing a solid call center training program will equip your team with everything they need to handle conversations effectively. 13 Call Center Training Tips. #1

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Call Center Scripts Contact Center Airlines 102