Callminer

FEBRUARY 24, 2020

Cultivating a productive call center environment involves optimizing many different facets of its operations. From facility design to computer systems and software integrations, all aspects of your call center that impact its internal atmosphere can affect employee performance. Read on for actionable tips and advice.

Best practices 207

Best practices Call Center voip Analytics 207

Callminer

JUNE 18, 2020

Employee departures can be tough to handle in the fast-paced environment of a call center. Exit interviews allow lost talent to tell you what went wrong and what aspects of your call center’s operations could stand to be updated. Questions About Their Experience. What frustrated you?

Call Center 182

Call Center Morale Feedback Analytics 182

Fonolo

OCTOBER 20, 2022

The great migration of contact centers transitioning from on-site to hybrid work environments isn’t slowing down–and an air-tight call center security strategy has never mattered more. There’s a staggering amount of sensitive information that flows through a contact center every day. DID YOU KNOW?:

Call Center 146

Call Center Contact Center industry standards Interactive Voice Response 146

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

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. Automatic Call Distributors (ACD).

call center software 182

call center software Best practices Call Center Interactive Voice Response 182

CCNG

JANUARY 17, 2024

I felt bad, as I had convinced him to try a career in Call Centers since he didn’t have a college degree and had asked me for career advice. I had started on the phones myself and knew that Call Centers are still one of the few places you can earn your way up the ladder without having a degree.

CCNG 195

CCNG Calibration Employee engagement Call Center 195

Callminer

JULY 22, 2020

For call centers, there are various ways that termination letters can be created to align with legal best practices and company needs. The two main types of termination letters call centers tend to handle are the following: Employee Termination Letters.

Call Center 182

Call Center Customer Service Best practices Coaching 182

Callminer

FEBRUARY 4, 2021

Download our white paper, The Vulnerability Blueprint: How to Identify, Support and Retain Vulnerable Customers , to learn more about how your organization can identify and support vulnerable customers. Meet Our Panel of Call Center Experts & Business Leaders: Kevin Lee. Chris Laan. Adrian Travis. Michael Stahl.

Call Center 345

Call Center Contact Center Finance Consulting 345

Callminer

APRIL 21, 2020

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.

Call Center 182

Call Center Management Scripts Coaching 182

Callminer

SEPTEMBER 14, 2020

Business analysts play an integral role in any industry, but they’re especially vital in call center operations. They help call centers continuously optimize their processes and provide better experiences for both call center employees and the customers or clients they interact with. Allan Borch. velvetjobs.

Call Center 182

Call Center Analytics First call resolution Metrics 182

ShepHyken

NOVEMBER 14, 2022

Harvard Business Review) Years ago, in the legacy, on-premises world of siloed call centers, in-house CX management was much simpler. It’s a robust white paper published by Harvard Business Review, focusing on partnering with the best experts (vendors) in the customer experience (CX) world. It’s a video.

Customer Service 173

Customer Service Banking Customer effort Marketing 173

Fonolo

NOVEMBER 29, 2018

As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more. Going forward, what will these trends be? Investing in Agents.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Contact Center Pipeline

OCTOBER 8, 2020

Contact Center Pipeline’s AUTHOR WALL OF FAME Dick Bucci is Principal of Pelorus Associates, a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books and blog posts.

contact center solutions 290

contact center solutions Contact Center Marketing Call Center 290

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

Talkdesk

JULY 20, 2020

As the pandemic continues and fully remote operations become “the new normal”, organizations must reevaluate their virtual call center approach and determine the best strategy for its implementation. Enterprises must consider the implications of a full-time transition from a physical to a virtual contact center.

virtual call center 93

virtual call center Call Center call center software Contact Center 93

TRUSTID

AUGUST 29, 2019

As advanced criminal tactics make it easier than ever to take over customer accounts, many call center operations have major weaknesses in securing their enterprises. When it comes to protecting customer accounts and their private information, the top threats facing today’s contact centers include: Spoofed calls.

Call Center 64

Call Center Engineering Contact Center Banking 64

Fonolo

JUNE 14, 2018

2018 is game time. It’s time to look at your customers as teammates rather than as opponents. It’s time to reboot your customer experience game. And: It’s time for you to win. Here is the reality: A poor (or even worse, unmemorable) customer experience (CX) has led to a resounding “Game Over” for many businesses in the last few years.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. The drastic changes of the past few decades have caused a complete shift to high-tech modern solutions, where software has become key in transforming day-to-day call center operations.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Fonolo

NOVEMBER 30, 2017

If your call center still makes customers cringe when they dial into support, it’s time to take action. If you’re a customer who assumes the experience will be a bad one, then you’re setting yourself, and the call center up for failure. So, what are call centers waiting for? In many cases this is true.

Interactive Voice Response 194

Interactive Voice Response Call Center Contact Center Metrics 194

Fonolo

JUNE 26, 2018

The idea of the call center as a cloud-based service has switched from being impractical, to now almost inevitable. If you listen to the vendors of cloud call centers, and the general chatter in the industry, you might get the feeling that everyone has switched to cloud, except for a few laggards. How Far Along Are We?

Call Center 81

Call Center Enterprise Contact Center Technology 81

Fonolo

FEBRUARY 15, 2018

Here are five things you can do to take your contact center to customer relationship center. Go beyond the standard call center metrics! Studies have shown that call center agents quit most often because of their work environments rather than their compensation. 1) Rethink Your Channels.

Call Center 75

Call Center Contact Center Big data Coaching 75

Monet Software

JANUARY 6, 2020

Forecasts are never 100%, but real-time call center data analysis helps fill the gaps. As we discussed here , contact center leaders spend significant time and energy creating detailed workforce management forecasts. WFM software has made call center forecasting on spreadsheets a thing of the past.

Call Center 77

Call Center Average Handle Time Contact Center Metrics 77

Global Response

FEBRUARY 13, 2022

BPO call centers: what are they and how can they help your business? Either way, it might be time to outsource your call center. A BPO call center can provide huge benefits for your business, while also being more cost-effective and freeing up time and resources within your internal team.

Call Center 62

Call Center outsourcing Business Process Outsourcing Telemarketing 62

Fonolo

JULY 19, 2018

The headlines were cranked up to eleven: “Google’s Duplex AI could kill the call center.”. Google Is Reportedly Looking to Take Over Call Centers.”. As usual, the press misunderstands the role of the call center, and the forces that might make it grow or sink. — Quartz. — Gizmodo.

Call Center 72

Call Center Self service Contact Center Interactive Voice Response 72

Fonolo

JULY 25, 2018

Attention all call center managers: It’s time to talk about you. Picture it: You are the fearless leader of a call center team in 2018. And like any good puzzle, managing a call center has a unique set of ever-evolving challenges, attrition being high on the list. But where do I start?

Gamification 83

Gamification Call Center Management Education 83

Monet Software

DECEMBER 12, 2019

With these demands alone, new call center analysts can easily be overwhelmed by the prospect of predicting costs and call volumes that include 12 months of forecasting. Weekly and Daily Call Center Forecasts. To take a deeper dive, download our white paper. . “ Get yours now!

Call Center 71

Call Center Average Handle Time Contact Center call center software 71

Fonolo

JUNE 5, 2018

Last week, Fonolo hosted an insightful live discussion on the top call center metrics you need to be tracking. This expert panel discussed NPS for customer satisfaction, popular call center metrics, the future of the voice channel, and so much more! Which Metrics Are Most Useful or Popular in the Call Center Today?

Metrics 79

Metrics Call Center Average Handle Time Self service 79

TechSee

MARCH 19, 2018

Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents. The post Computer Vision in the Call Center – The New CX Frontier appeared first on Techsee.

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

Fonolo

MARCH 27, 2018

Last week, Fonolo hosted an insightful live discussion on how the new Twilio / Amazon “stack” will impact call center technology decisions moving forward. This expert panel discussed the unexpected power couple, the impact on call center innovation, and so much more! Amazon and Twilio Dominance in The Call Center World.

Call Center 59

Call Center SaaS Contact Center Metrics 59

Fonolo

JUNE 7, 2018

We’re about half-way through 2018, and the pace of acquisitions in the call center space has been brisk. He was leading their collaboration business (which includes call center). NICE made a major move in the call center space in 2016 by buying InContact. Trollope left to become Five9’s CEO.).

Call Center 79

Call Center Analytics APIs SaaS 79

TRUSTID

SEPTEMBER 5, 2019

Are your call center agents wasting valuable time and money interrogating good customers over the telephone channel? In today’s contact center environment, KBA methods are unreliable for identifying callers, can result in false positives, and negatively impact the goodwill of your profitable customer relationships.

Call Center 66

Call Center Contact Center Banking Accountability 66

Fonolo

FEBRUARY 11, 2020

The real reason why companies are investing more in their contact centers. A major problem with ‘AI’ in the call center today, and how smart AI providers can position for success. The truth about call center outsourcing and why most people are wrong about it, and.

Contact Center 98

Contact Center outsourcing Call Center Chatbots 98

Quality Contact Solutions

DECEMBER 31, 1969

Whether your organization handles all the logistics or enlists the help of call center services to augment your team’s preparation, a great deal of time and effort is spent with planning for the event such as, pre-event outreach emails and phone calls, logistics and travel expenses. After the event, implement your plan.

Call Center 53

Call Center Telemarketing Sales Best practices 53

Contact Center Pipeline

MARCH 19, 2019

As we continue to celebrate our 10th Anniversary, I would like to call attention to a few good resources on our website. You can view our Directory Listing of products and services, check out our White Papers and view our latest Research Reports (we will have the results of two new surveys coming out soon: […].

Contact Center 124

Contact Center Surveys Call Center 124

Quality Contact Solutions

DECEMBER 31, 1969

Whether your organization handles all the logistics or enlists the help of call center services to augment your team’s preparation, a great deal of time and effort is spent with planning for the event such as, pre-event outreach emails and phone calls, logistics and travel expenses. After the event, implement your plan.

Call Center 40

Call Center Telemarketing Sales Best practices 40

CX Global Media

AUGUST 8, 2019

You can also learn more in the webinar 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics. Here is an edited transcript of my interview with Anthony: Jim Rembach : Hey, this is Jim with Call Center Coach and the Fast Leader Show. And so, we actually monitor the call as it’s happening.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

Fonolo

AUGUST 22, 2018

For more easy customer service hacks, download our free white paper: 10 Trends That Will Disrupt Customer Service in 2018. White Paper: 10 Trends That Will Disrupt Customer Service in 2018. You will see that reflected in your improved customer experience reports, and soaring team results.

Contact Center 187

Contact Center Sales Service level Customer Service 187