INDUSTRY INSIGHTS YOUR PEERS ARE READING
And after a live person says “Hello, thank you for calling…,” what happens? Does the agent take time to discover the true reason for the call? Davis and Associates (RCDA – [link] ) uses an exclusive methodology we call The Quality Conversation. MORE
Contact center consulting, training and coaching change agent and leading cloud employee engagement and performance management platform vendor unite to help organizations boost workforce effectiveness and business results. Press Release. MORE
However, businesses tend to focus a lot on traditional voice features such as voicemail, call waiting, call forwarding, and call routing. Calls go unanswered, customers get frustrated and leave, and your reputation takes a hit. Call monitoring modes. MORE
Management teams focus on customer journey analysis, customer retention rates, average handle time and myriad other metrics, because contact centers and call centers are often viewed as cost centers. The key to success is getting the most “bang for your buck” by optimizing and improving call center performance. Five strategies for improving call center performance: 1.) Studying this process and ensuring a good fit before you hire is key for improving call center performance. MORE
Coaches, team leads, trainers, and agents should work collectively to determine potential root causes for any negative trending metrics, as well as to gauge perceived knowledge gaps within the program. Managing Knowledge Transfer During Contact Center Outsourcing Transition. MORE
Call centers have come along was from the institutions that emerged in the 1960s to efficiently handle high volumes of customer calls. The level of service received in a call center can determine whether or not customers continue to do business with a particular company. MORE
Here’s an edited transcript of my interview with Joe: Jim Rembach : Hey this is Jim with the Fast Leader Show and Call Center Coach and I’m with Joe White of Brightlink. FREE Training – How Do Your Call Center Supervisors Measure Up? Can you hear me? Can you see me? MORE
And being able to track every step along the way of a particular interaction, from self-service menu usage, CSR connection through to post call survey. All-knowing Seer: Quickly detect when calls begin stacking up. Invisibility: Call on unseen forces for quality CX. MORE
Have you observed first-hand how much coaching your team leaders are doing? Have you listened to your agents talk with your customers, and are they following the call flow with enthusiasm? Ask yourself, “When is the last time I sat in on a coaching session, listened to calls from several agents or sat in on a training session for my front line?” I realize you have a lot of meetings and conference calls, and sometimes you need quiet with no interruptions. MORE
RCDA has invested many years in research to drive KPI achievement through call flow enhancement and agent and leadership development. After ensuring understanding, call coaching focused on exceeding customer expectations from greeting to close. MORE
How much money does your company spend marketing products and services, which generates calls into your contact center? If you are holding your marketing budget steady: Is the call flow encouraging what we call a Quality Conversation approach ( [link] ) to maximizing the outcome of each call? MORE
As larger phone teams are ramping up on Freshcaller, we increasingly understand the pressure on dedicated supervisors to keep your call centers running smoothly. 1) Track call stats by the hour or for the day. 2) View abandoned calls. Managing calls by queues. MORE
Call Recording for Cost Savings – How? Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow. For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT. MORE
Speech analytics allows you to score up to 100% of your calls, and yes – it still takes people to interpret and execute on the information to drive desired behaviors. Is the supervisor, who was handling calls yesterday as an associate, getting the right training to effectively lead a team? MORE
How much money does your company spend marketing products and services, which generates calls into your contact center? If you are holding your marketing budget steady: Is the call flow encouraging what we call a Quality Conversation approach ( [link] ) to maximizing the outcome of each call? MORE
Call Recording for Cost Savings – How? Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow. Interaction recording (for calls and text-based media) can help ensure that the organization focuses on, and adheres to, proper scripting and processes, which results in higher rates of ‘First Contact Resolution’. For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT. MORE
Robert Davis
MARCH 2, 2017
RCDA has invested many years in research to drive KPI achievement through call flow enhancement and agent and leadership development. After ensuring understanding, call coaching focused on exceeding customer expectations from greeting to close.
Robert Davis
SEPTEMBER 17, 2018
And after a live person says “Hello, thank you for calling…,” what happens? Does the agent take time to discover the true reason for the call? Davis and Associates (RCDA – [link] ) uses an exclusive methodology we call The Quality Conversation.
Robert Davis
NOVEMBER 10, 2018
Contact center consulting, training and coaching change agent and leading cloud employee engagement and performance management platform vendor unite to help organizations boost workforce effectiveness and business results. Press Release.
Robert Davis
AUGUST 6, 2018
How much money does your company spend marketing products and services, which generates calls into your contact center? If you are holding your marketing budget steady: Is the call flow encouraging what we call a Quality Conversation approach ( [link] ) to maximizing the outcome of each call?
Robert C. Davis and Associates
AUGUST 6, 2018
How much money does your company spend marketing products and services, which generates calls into your contact center? If you are holding your marketing budget steady: Is the call flow encouraging what we call a Quality Conversation approach ( [link] ) to maximizing the outcome of each call?
Robert Davis
FEBRUARY 21, 2017
Have you observed first-hand how much coaching your team leaders are doing? Have you listened to your agents talk with your customers, and are they following the call flow with enthusiasm? Ask yourself, “When is the last time I sat in on a coaching session, listened to calls from several agents or sat in on a training session for my front line?” I realize you have a lot of meetings and conference calls, and sometimes you need quiet with no interruptions.
|
Freshcaller
SEPTEMBER 7, 2018
As larger phone teams are ramping up on Freshcaller, we increasingly understand the pressure on dedicated supervisors to keep your call centers running smoothly. 1) Track call stats by the hour or for the day. 2) View abandoned calls. Managing calls by queues.
Enghouse Interactive
MAY 21, 2019
Call Recording for Cost Savings – How? Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow. For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT.
Etech
FEBRUARY 19, 2018
Call centers have come along was from the institutions that emerged in the 1960s to efficiently handle high volumes of customer calls. The level of service received in a call center can determine whether or not customers continue to do business with a particular company.
8x8
JUNE 18, 2018
And being able to track every step along the way of a particular interaction, from self-service menu usage, CSR connection through to post call survey. All-knowing Seer: Quickly detect when calls begin stacking up. Invisibility: Call on unseen forces for quality CX.
Enghouse Interactive
APRIL 28, 2019
Call Recording for Cost Savings – How? Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow. Interaction recording (for calls and text-based media) can help ensure that the organization focuses on, and adheres to, proper scripting and processes, which results in higher rates of ‘First Contact Resolution’. For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT.
|
Robert Davis
OCTOBER 12, 2017
Speech analytics allows you to score up to 100% of your calls, and yes – it still takes people to interpret and execute on the information to drive desired behaviors. Is the supervisor, who was handling calls yesterday as an associate, getting the right training to effectively lead a team?
HGS
SEPTEMBER 30, 2015
Coaches, team leads, trainers, and agents should work collectively to determine potential root causes for any negative trending metrics, as well as to gauge perceived knowledge gaps within the program. Managing Knowledge Transfer During Contact Center Outsourcing Transition.
Jive
JUNE 20, 2018
However, businesses tend to focus a lot on traditional voice features such as voicemail, call waiting, call forwarding, and call routing. Calls go unanswered, customers get frustrated and leave, and your reputation takes a hit. Call monitoring modes.
EPIC Connections
JUNE 26, 2019
Management teams focus on customer journey analysis, customer retention rates, average handle time and myriad other metrics, because contact centers and call centers are often viewed as cost centers. The key to success is getting the most “bang for your buck” by optimizing and improving call center performance. Five strategies for improving call center performance: 1.) Studying this process and ensuring a good fit before you hire is key for improving call center performance.
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