CX Global Media

OCTOBER 15, 2018

The problem becomes hopeless when you don’t know what you need to manage it. Connectivity and clarity are more vital than ever in customer experience management and thanks to Joe White from Brightlink for giving me visibility (and hope) into this issue when we met at Customer Contact Week. Joe, how do you help folks get over the hump?

Customer Experience 211

Customer Experience Abandon rate Contact Center Coaching 211

Myra Golden Media

APRIL 11, 2023

Additionally, ongoing coaching and feedback can help agents improve their performance and stay motivated. This could include a knowledge base that provides quick access to answers and solutions and a customer relationship management (CRM) system that helps agents keep track of customer interactions and preferences.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

DMG Consulting

OCTOBER 6, 2023

Some of the more common applications for generative AI are: Self-service solutions – utilized in intelligent virtual agents (IVAs) and bots for system testing, identifying and building intents, composing conversation responses, sentiment detection, and more Omnichannel routing – enable behavioral, preference, data-driven, and propensity-based routing (..)

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Babelforce

AUGUST 8, 2023

Aber es wäre nicht wirklich praktisch, wenn der Callcenter-Manager jeden Agenten überwachen und ihm beibringen würde, wie er jeden Kunden richtig anspricht. Direktes Coaching und Beratung in der jeweiligen Situation können den Agenten helfen, sich besser und schneller zu entwickeln. Verbesserte Agentenleistung. Qualitätssicherung.

Call flow 52

Call flow Coaching Feedback Management 52

Babelforce

AUGUST 8, 2023

Aber es wäre nicht wirklich praktisch, wenn der Callcenter-Manager jeden Agenten überwachen und ihm beibringen würde, wie er jeden Kunden richtig anspricht. Direktes Coaching und Beratung in der jeweiligen Situation können den Agenten helfen, sich besser und schneller zu entwickeln. Verbesserte Agentenleistung. Qualitätssicherung.

Call flow 52

Call flow Coaching Feedback Management 52

The Northridge Group

MARCH 28, 2022

The scope of these observations encompassed the actual call flow, associate call handling, and their use of systems, tools and job aids – all to understand the impediments front-line personnel face in performing their customer service responsibilities. To learn more, contact us.

Healthcare 120

Healthcare Analytics Contact Center First call resolution 120

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Hold queues and smart call routing play a pivotal role. Hold Queues : Ensures calls are answered promptly, minimizing wait times.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? The result to the bottom line? Lost productivity due to unengaged agents doubles these loss estimates.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? Enghouse Interactive Educates – #2 in a series. Lost productivity due to unengaged agents doubles these loss estimates.

Quality management 40

Quality management Management Scripts Call flow 40

Balto

JULY 27, 2023

AI is being used behind the scenes to help agents with things like next best action and suggested answers, and helping with agent coaching and training. Complex, large-scale conversational AI deployments can take a long time to build out the call flows or fine-tune the existing call flows.

Contact Center 52

Contact Center Call flow Interactive Voice Response Metrics 52

Spearline

JANUARY 25, 2022

Genuinely coaching an agent will prove that you are invested in him or her, boosting both motivation and staff attrition rates in your organization. Measure the amount of latency your customer experiences on a call As mentioned above, latency on a call is a key source of frustration for a customer when on the phone with an agent.

Contact Center 132

Contact Center Telecommunications Call flow Benchmark 132

SharpenCX

FEBRUARY 17, 2021

Look to vendor partners who offer up crucial coaching and development tools like scorecards, call recordings and transcriptions. Your ability to access 100% of your agent’s recorded phone calls is fundamental to building a coaching program backed by context.

Call Center 67

Call Center Coaching Call flow Interactive Voice Response 67

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. Before supervisors can coach mastery, RCDA helps them become masters themselves. Press Release.

Contact Center 48

Contact Center Coaching Gamification Consulting 48

Etech

FEBRUARY 19, 2018

Some key tactics for success can be: reducing hold times, providing excellent servant leadership, and managing the call flow effectively. Call center employees are a direct link between a company and its customers. Organize Call Flow. Call center agents specialize in different areas.

Call Center 76

Call Center Customer Experience Call flow Coaching 76

SharpenCX

AUGUST 18, 2020

In-line coaching and training. Does your omnichannel software put coaching and training into your daily workflow? As a manager, 70% of your agents’ engagement and experience at work falls on your back. Your agents crave feedback and relevant coaching in-the-moment. Quality and performance management.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

In-line coaching and training. Does your omnichannel software put coaching and training into your daily workflow? As a manager, 70% of your agents’ engagement and experience at work falls on your back. Your agents crave feedback and relevant coaching in-the-moment. Quality and performance management. .

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

Balto

NOVEMBER 22, 2022

A significant reason for that may be a lack of one-on-one time between new hires and managers. For contact center managers, bolstering their one-on-one onboarding efforts may just be the key to getting better agents and keeping them longer. Online learning management tools? But what if you manage agents in a much larger setting?

Contact Center 52

Contact Center Coaching Call flow Best practices 52

JustCall

FEBRUARY 3, 2021

Call center managers are the ringmasters of all operations in a call center. Likewise, sales and customer support managers supervise corresponding agents. In this blog, managers will learn how to turn their agents into seasoned experts at handling customers and prospects with call monitoring.

Analytics 98

Analytics Interactive Voice Response call center software Call Center 98

Robert Davis

AUGUST 6, 2018

Although we believe this is a smart strategy to acquire new customers, it requires alignment with contact center leadership, workforce management, recruiting and training to achieve success. Are supervisors experts in coaching and development and building world-class teams? A Quality Conversation of our own.

Contact Center 48

Contact Center Marketing Coaching Telecommunications 48

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. And, we wanted to ensure these unsung heroes get the help they deserve as they battle against peak traffic times, call monitoring and agent management.

Abandon Call 58

Abandon Call Call flow Call Center Abandon rate 58

Balto

FEBRUARY 6, 2023

of agents were able to take on additional management responsibilities. It’s crucial to have direct experience of things like call flows, processes, and winning behavior. There’s plenty of room for advancement: 68% of tenured agents were actively working towards a promotion and 84.7% Basically, they’re happy where they are.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

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? I realize you have a lot of meetings and conference calls, and sometimes you need quiet with no interruptions. What about training?

Contact Center 48

Contact Center Coaching Call flow Consulting 48

Robert C. Davis and Associates

AUGUST 6, 2018

Although we believe this is a smart strategy to acquire new customers, it requires alignment with contact center leadership, workforce management, recruiting and training to achieve success. Are supervisors experts in coaching and development and building world-class teams? A Quality Conversation of our own.

Contact Center 40

Contact Center Marketing Coaching Telecommunications 40

Interactions

APRIL 14, 2021

From consumer lending to debt collection, machine learning is increasing the profitability of managing receivables, through streamlined services and data-driven insights that maximize returns on investment, while simultaneously improving customer experience. 3) Compliance. 4) Productivity.

Virtual Agent 90

Virtual Agent Call flow Call Center Finance 90

8x8

JUNE 18, 2018

Sure, if you manage a team of superheroes. All-knowing Seer: Quickly detect when calls begin stacking up. 8x8 Contact Center Analytics give managers visibility to call volumes, wait time, average handle times and much more. Invisibility: Call on unseen forces for quality CX. Is a new agent having a tough call?

Average Handle Time 48

Average Handle Time Contact Center Call flow Wait times 48

JustCall

APRIL 12, 2023

Native conversation intelligence platform and call analytics to ramp up agent performance Agent performance & coaching: Call monitoring and performance evaluation. Useful features Call Routing Call Recording Call Management Blended Call Center Call Logging, Virtual Call Center, Call Reporting , etc.

Real estate 52

Real estate Interactive Voice Response CRM Call Center 52

Robert Davis

OCTOBER 12, 2017

Here are just a few questions around why people still matter: Have your call flows been analyzed and revised with consideration of the new customer journey? Is the supervisor, who was handling calls yesterday as an associate, getting the right training to effectively lead a team? Are they observing and coaching?

Contact Center 48

Contact Center Technology Journey mapping Big data 48

Interactions

APRIL 14, 2021

From consumer lending to debt collection, machine learning is increasing the profitability of managing receivables, through streamlined services and data-driven insights that maximize returns on investment, while simultaneously improving customer experience. 3) Compliance. 4) Productivity.

Virtual Agent 62

Virtual Agent Call flow Call Center Finance 62

Expivia

FEBRUARY 25, 2024

The Invisible Work: Enhancing System Navigation with AI in QA Processes Navigating the complexities of customer service interactions extends beyond the spoken word, delving into actions that agents perform behind the scenes which are not directly observable in call transcripts.

Contact Center 52

Contact Center Technology Feedback Analytics 52

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. Studying this process and ensuring a good fit before you hire is key for improving call center performance.

Call Center 28

Call Center Call flow industry standards Contact Center 28

Serenova

JANUARY 3, 2020

And chatbots or IVR call flows handle the initial steps of a call. Contact centers can guard against this and balance call metrics with more qualitative performance assessment. A good workforce management tool helps plan for peak times to keep stress low. Good Customer Service Is Good for Business.

Customer Service 53

Customer Service Contact Center Call flow Interactive Voice Response 53

NobelBiz

APRIL 18, 2022

Modern customers want immediate and dependable solutions, which means your call center’s efficiency must be at its peak at all times. In this article, we detail all the methods to achieve call center efficiency, in terms of contact center technology, management and performance. What is call center efficiency?

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

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. Our success has provided a solid foundation, giving our company the reputation for being one of the best full-service training, coaching and facilitation consultancies in the marketplace.

Call flow 48

Call flow Coaching Telecommunications Customer retention 48

Robert Davis

DECEMBER 18, 2019

The call we listened to was not good at all – three auto fails, and no real demonstration of how to use the call flow. When the call ended, there was an awkward silence in the room. Finally the ops manager for the BPO spoke up and said, “She has had training on all of those auto fails!”.

Calibration 12

Calibration Coaching Call flow Contact Center 12

NobelBiz

FEBRUARY 7, 2022

Reporting is essential for managing your IVR system To improve your IVR over time and tailor your contact center services to customers’ issues, it is critical to examine your call flows and callers’ behavior. On a more operational level, IVR reporting can assist you in improving customer service management.

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52

JustCall

APRIL 9, 2024

These features allow you to analyze call recordings , identify potential coaching opportunities, and provide targeted feedback. Collaboration functionalities: Look for collaborative sales features like call recording , whispering, and internal conferencing. Offer superior support with scripts and call tagging.

voip 40

voip Sales Scripts CRM 40