Interaction Metrics

JANUARY 26, 2024

Martha briefly touches on how Interaction Metrics measures and improves the customer experience; then, Jason narrows in on call center training. The client achieved a 50% improvement in performance over a six month period, highlighting the necessity for employing programs, not just one-and-done call center training projects.

Call Center 62

Call Center Metrics Coaching Surveys 62

Callminer

JUNE 21, 2017

Like in any professional field, training provides a neutral environment where staff can learn and practice their skills. Over the years, call centers have seen the development of numerous industry-specific training tools and coaching practices. Why implement call center training?

Best practices 174

Best practices Call Center Morale Coaching 174

Fonolo

NOVEMBER 23, 2021

When you think of the phrase “call center training”, does the word fun come to mind? After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise. Contact Center Trends: Industry Predictions for 2022.

Call Center 148

Call Center Abandon rate Gamification Education 148

CCNG

DECEMBER 20, 2023

Artificial intelligence (AI) and Robotic Process Automation (RPA) remain two of the hottest topics in call centers. The End of Human Interaction in Call Centers? Despite these advancements, the hyperbolic sales pitches foretelling the end of human interaction in call centers is irresponsible.

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Call Center Chatbots CCNG Technology 195

Callminer

JUNE 20, 2017

As customer expectations are constantly increasing in terms of call center performance, so must the training methods evolve.

Best practices 182

Best practices Call Center 182

Contact Center Pipeline

DECEMBER 1, 2022

Today it’s more like hitting the alarm and running to your work desk to log in to take calls. The COVID-19 pandemic did disrupt the old normal of grabbing coffee and rushing into the office. The pandemic did teach us new ways of adapting to the changing circumstances, and it taught most of us that […].

Call Center 147

Call Center 147

Tethr

MAY 28, 2023

Upgrade your call center agent training so they can upgrade the service they provide to your customers. Set them up for success.

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Call Center 93

Fonolo

SEPTEMBER 30, 2022

Are soft skills a weak spot for your call center team? While product knowledge, scripts, and protocols are important parts of training your agents, neglecting call center soft skills can affect your call center’s performance. How to Teach Soft Skills Training. Problem-solving skills.

Call Center 81

Call Center Scripts Contact Center Average Handle Time 81

VirtualPBX

JANUARY 23, 2024

Guest Blog If you deal with large volumes of data – like call centers tend to – you may find yourself a target of cyber criminals and your cybersecurity may be at risk. Without the right training, it’s easy to make mistakes. As so often in life, a lot can be accomplished with sufficient training.

Call Center 52

Call Center Engineering Education Best practices 52

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

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Global Response

MARCH 27, 2024

Call centers are increasingly turning to big data analytics as a pivotal tool for optimization. Today, we’ll explore the cutting-edge techniques and strategies at the intersection of big data analytics and call center operations. Understanding big data analytics in call centers First off, what is big data analytics?

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

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. Training What is our first-day attendance rate for new hires?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

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.

Education 98

Education Call Center Construction Feedback 98

Expivia

MAY 28, 2021

One of the most important aspects of a successful call center is the leadership team. And call center management training is how you can ensure that your leadership team is up for the task. Many call center managers assume that because an associate did a great job on the phone they’ll be a good supervisor.

Call Center 98

Call Center Management Coaching Education 98

Outsource Consultants

APRIL 15, 2024

Political campaigns are a whirlwind of activity, and with this year’s election approaching, securing the right call center partner is crucial. Look for partners with agents specifically trained for political campaigns. Time is of the Essence The window for securing a qualified political call center can be tight.

Call Center 67

Call Center Telemarketing Self service Surveys 67

Fonolo

NOVEMBER 22, 2022

Whether you’re diving into a new industry or looking to brush up on your skills, training courses can benefit professionals at any stage of their career. Fortunately, e-learning has made call center management courses more accessible than ever. Contact Center Trends 2023. Who Should Take Call Center Management Courses?

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Call Center Management Benchmark Contact Center 147

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

Call Center 102

Call Center Scripts Contact Center Airlines 102

JustCall

APRIL 4, 2023

One of the most important aspects of this is an inbound call center, where customers reach out for information, support, or to make a purchase. However, a call center is only as effective as its sales techniques and training. So, let’s dive in and learn how to turn every call into a successful sale!

Call Center 52

Call Center Sales Inbound sales Upselling 52

OctopusTech

APRIL 18, 2024

Learning how to improve customer engagement in a call center is significant in this competitive market. This is critical as every call determines how people perceive your company, and you can lose a client even by making one small mistake. Call center worker accompanied by her team.

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JustCall

APRIL 15, 2024

Call center agent burnout is a real problem, and the job demands can take a toll on even the most resilient employees. A report from Jeff Toister that covered some key call center burnout statistics reported that 59% of agents face some risk of burnout, while 28% face a severe burnout risk! Those are concerning numbers.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

Fonolo

DECEMBER 15, 2022

Call center leaders are always looking for ways to take their operations to the next level. That all depends on the goals your contact center sets. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. How to Buy Contact Center Software.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

aircall

JANUARY 29, 2021

Most people tend to think of training as a “one-and-done” experience. For support agent training, that’s simply not enough training to really become experts in their field. Call center training encompasses many different areas. When to transfer calls and how to do it. Resolve issues on the first call.

Best practices 62

Best practices Call Center call center software Morale 62

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?

Call Center 137

Call Center Abandon rate Average Handle Time Morale 137

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.

Best practices 62

Best practices Call Center Healthcare Education 62

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! What is Call Center Automation? They are becoming increasingly popular in contact centers and are one of the first AI-assisted tools many businesses try.

Call Center 135

Call Center Contact Center Wait times Chatbots 135

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions.

Call Center 105

Call Center Management Wait times Contact Center 105

Fonolo

NOVEMBER 29, 2022

New call center managers have a lot to wrap their minds around. Overhauling your call center operations can seem outright impossible without a little guidance and know-how. The success of your call center agents depends heavily on your ability to lead them to that success. Start with Some Self-Reflection.

Call Center 126

Call Center Contact Center Abandon rate Average Handle Time 126

Fonolo

NOVEMBER 8, 2022

High call volumes are three words that can strike fear into the heart of any call center professional. Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. Interactive Voice Response.

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

Fonolo

SEPTEMBER 20, 2022

When it comes to delivering great customer service, call center agents need some essential soft skills that may not have been listed on their resumés. Unlike the hard skills or technical skills required to operate call center technology, soft skills relate more to an agent’s demeanor during a customer interaction.

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Call Center Contact Center Employee engagement Technology 141

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. Enhance new hire training with clear workflows.

Call Center 196

Call Center Self service Contact Center Gamification 196