JustCall

MARCH 22, 2022

It involves continuous efforts to coach and better sales teams. Sales coaching plays a key role in raising a high-performing team of sales representatives. But statistics show that with excellent sales coaching, sales teams can attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 52

Coaching Sales Scripts Construction 52

SharpenCX

MAY 12, 2020

Download Now: Help your agents get the hang of working in a call center with these 29 coaching techniques and facts. . The onboarding process in any call center can feel daunting. Contact center agents are the primary touchpoint your customers have with your company. Cross-training helps alleviate this issue.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Fonolo

JANUARY 31, 2023

Still have questions about call center training? What is Call Center Training? Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. How to Buy Contact Center Software 6.

Call Center 141

Call Center Contact Center Coaching Gamification 141

NobelBiz

OCTOBER 31, 2023

This predictive capability can be instrumental in strategizing marketing campaigns, loyalty programs, and more. If you want to level up your call center game, don’t miss this episode with Michael Tamer, the Contact Center Coach. Tune in now and supercharge your call center training!

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Balto

JUNE 6, 2023

Balto’s platform combines this real-time guidance with powerful products to support post-call analytics, QA, coaching, and after-call work to create a robust contact center software for behavior change. 200 million calls solidifies us as the #1 Real-Time Guidance and Agent Assist product in the market.

Contact center software 83

Contact center software Contact Center Coaching Enterprise 83

Aspect

AUGUST 30, 2017

With the strides being made with machine learning and artificial intelligence today, it should come as no surprise that the market for chatbots and automated messaging services is surging to all-time highs. You never know, their work could go viral, giving you a priceless marketing opportunity at no cost to your organization.

Chatbots 76

Chatbots Contact center software Contact Center Coaching 76

NobelBiz

JULY 25, 2023

Meet the renowned Contact Center Coach, Michael Tamer, also a training expert, CEO at Proponisi, and an accomplished author. We’re thrilled to have him as our special guest on the show, where we delve into the world of training and coaching.

Analytics 98

Analytics Call Center Contact center software Scripts 98

SharpenCX

MAY 5, 2020

Download Now: Get real about coaching your agents to engagement with these 7 methods. Maybe they partner with your marketing team on a customer-facing campaign. They can learn from your marketing team and explore whether they would like to pursue a marketing career in the future.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

Playvox

MARCH 19, 2024

AI is also finding its way into contact centers, as technology allows machines or computers to process information in a similar fashion, but much faster than humans. AI analytics tools can quickly transform customer sentiment into valuable customer insights and help them map the customer journey and even predict market trends.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

SharpenCX

FEBRUARY 26, 2020

Download Now: See what Frost & Sullivan say are the most important trends shaping the contact center market. And on a smaller scale, start-ups come to market every day with the sole vision to be acquired. If the time comes for your company to pivot, do you know how to manage your contact center through an acquisition?

Contact Center 84

Contact Center Management Coaching Contact center software 84

SharpenCX

APRIL 7, 2020

Download Now: 7 tactics to coach your agents, no matter where they’re working. The right virtual call center platform also makes things more transparent for you as a manager. With insightful KPIs in place and the right software, you know immediately how your agents are performing. No strings attached.

virtual call center 104

virtual call center Call Center Coaching Contact center software 104

Hodusoft

APRIL 14, 2022

Consequently, the customer service and contact centers are evolving rapidly with the latest technologies– cloud, artificial intelligence, and business intelligence platforms to facilitate businesses with a better understanding of the customer service experience. Targeted coaching to improve agent performance.

Customer Service 59

Customer Service Contact center software contact center solutions Contact Center 59

Noble Systems

MARCH 19, 2021

From sales and marketing to customer support to technology resources, SMBs must be nimble and responsive. While many large enterprises still use these on-premise systems, SMB call centers can now take advantage of today’s cloud call center software for small businesses. Cloud Contact Center for SMBs.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

ROI CX Solutions

JANUARY 8, 2025

Cloud-based contact center software offerings continue to grow 2. Wide adoption of self-service contact center options 4. AI taking center stage in the CX world 5. With customer consent, these contact center technology trends can make very useful tools. Read Time: 7.5

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

SharpenCX

APRIL 29, 2020

Build in time for agent coaching. To keep your team engaged and performing at their best, your agents need to be coached daily. As you forecast for customer needs and plan agent schedules, build in time for coaching each agent. Often, WFM will cancel scheduled agent coaching sessions when volume spikes.

Coaching 76

Coaching Management Contact Center Morale 76

Hodusoft

MAY 29, 2024

Its HoduCC call and contact center software has earned recognition for its auto dialer feature across three prestigious platforms. The company helps businesses choose the right software and its Category Leaders represent the cream of the crop in various software categories, including contact center software solutions.

Interactive Voice Response 52

Interactive Voice Response Contact center software CRM Contact Center 52

SharpenCX

FEBRUARY 11, 2020

It’s vital that you know where your team’s strengths and weaknesses lie, so you know how to coach to better performance. With metrics and KPIs, you set the bar for performance across your contact center. Use metrics to know where your agents need more coaching or training. Tip #3: Coaching for a Better Team.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

SharpenCX

MARCH 18, 2020

” Christina Perricone, a remote marketing manager for HubSpot. Use video conferencing for coaching sessions and team meetings. Hop on a video call for your 1:1 coaching sessions, too. You can even record a quick video and email it to your agent if they need clarity on a coaching or training topic. What’s more?

Call Center 94

Call Center Morale Coaching Cloud contact 94

SharpenCX

JUNE 8, 2021

Set up actions in your contact center software that trigger specific follow up questions to prompt your customers to fill out a survey after an interaction. Download Now]: Use the data that already lives in your software to create strong customer experience strategies. SMART goals are fantastic coaching tools.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

Playvox

FEBRUARY 13, 2023

While traditional quality assurance means evaluating interactions and checking for compliance, QM takes a more holistic approach by going beyond typical contact center metrics and looking at an agent’s behaviors in both subjective and objective ways. Trust is the core of your customers’ loyalty and supports the next two aspects.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Robert Davis

AUGUST 13, 2019

Davis and Associates to bring modern consulting practices and state-of-the-art omnichannel contact center technology to midsize and enterprise organizations. Bright Pattern , the leading provider of omnichannel contact center software, today announces its partnership with Robert C. SAN BRUNO, CALIF.,

Contact Center 48

Contact Center Consulting Consulting Coaching 48

SharpenCX

FEBRUARY 12, 2020

Find out how coaching to a specific mission and values fuels better contact center performance. Learn 29 facts and tactics to improve coaching in your contact center. My role in helping to make that a reality is to deliver a world-class experience that our customers–both drivers and riders–love and trust.”.

Customer Experience 84

Customer Experience Transportation Contact Center Coaching 84

JustCall

NOVEMBER 25, 2022

Talkdesk® is the global cloud contact center market leader for customer-focused businesses. They provide the first and only business phone system that is natively built on a major cloud contact center platform, which cuts expenses and allows hybrid workforces to give better customer experiences. NICE CXone.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

NobelBiz

NOVEMBER 27, 2023

Call logs capture customer numbers and contact details, enabling businesses to maintain a comprehensive database of customer interactions. This information can be used for various purposes, such as customer relationship management (CRM), lead identification, and targeted marketing campaigns.

Call Logging 59

Call Logging voip Contact center software Contact Center 59

Call Experts

OCTOBER 5, 2023

Whether it’s a contact center for doctors or accountants , these customer service hubs are not merely cost centers but vital touchpoints for building and maintaining strong customer relationships. TrueList explains that the worldwide market for answering services will reach $496 billion before 2027.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Balto

JANUARY 6, 2025

Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. It also integrates a handful of CRM functionalities that enable you to automate sales and marketing processes, as well as foster customer loyalty with effective omnichannel communication and loyalty programs.

Call Center 52

Call Center Coaching Surveys Contact Center 52

JustCall

JANUARY 5, 2023

The speech analytics software tools can assist call center agents in recognizing when customers are agitated or stressed, allowing them to adapt in real-time or improve after knowing all the facts. Speech analytics solutions are either integrated into contact center software or provided as a preloaded feature.

Analytics 52

Analytics Coaching Call Center APIs 52

SharpenCX

FEBRUARY 25, 2020

As a call center manager, not only do you deal with high-stress customer situations, but you’re also responsible for team strategy, performance goals, management of budgets, employee satisfaction and coaching. But reducing call center stress (for you and your agents) matters. The Problem When Stress Creeps in: Disengagement.

Call Center 76

Call Center Morale Metrics Abandon rate 76

NobelBiz

APRIL 18, 2023

. – Christian Montes, Executive Vice President Client Operations @ NobelBiz Automated Call Distribution (ACD): An ACD or Automatic Call Distribution System is essential to an overall contact center software solution as it connects incoming calls to specific agents skilled in specific skill sets. Click here to tune in.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

ROI CX Solutions

DECEMBER 5, 2024

While more affordable than an on-premises call center, a hosted call center still relies on a physical server, which limits some of your flexibility and scalability. Benefits of cloud contact center software Scalability Very few companies see a completely consistent level of business throughout the year.

Call Center 52

Call Center Interactive Voice Response Contact center software Cloud contact 52

JustCall

APRIL 12, 2023

Conversation Intelligence Software has gained momentum over the years, and the first tool that comes to mind is Gong. Founded in 2015, Gong is a popular sales intelligence software that provides deep insights into deal progress, pipeline, and market trends. However, post-pandemic many Gong competitors have come to the fore.

Sales 52

Sales Coaching CRM Contact center software 52

Balto

JANUARY 30, 2025

Best Call Center Software Solutions: List for 2025 To bring you the best contact center software solutions providers for 2025, we tested top tools based on key factors like features, price, user-friendliness, integrations, support, and scalability. Symbal AI-powered call insights & coaching Custom pricing 4.4

call center software 52

call center software Call Center Multichannel Coaching 52

SharpenCX

FEBRUARY 12, 2020

Find out how coaching to a specific mission and values fuels better contact center performance. Learn 29 facts and tactics to improve coaching in your contact center. My role in helping to make that a reality is to deliver a world-class experience that our customers–both drivers and riders–love and trust.”.

Customer Experience 67

Customer Experience Transportation Contact Center Coaching 67

NobelBiz

JULY 23, 2024

. “Implementing omnichannel call center software transforms how insurance agencies operate by streamlining workflows and enhancing agent productivity. This not only boosts efficiency but also significantly improves customer satisfaction.” – Michael McGuire – Senior Contact Center Software Consultant 5.

call center software 52

call center software Call Center Interactive Voice Response Coaching 52

SharpenCX

SEPTEMBER 25, 2019

As market competition heats up and companies look to the next big thing to outpace industry leaders, the importance of data will grow. Competitors might be able to hijack a marketing message, dish out the same sales promotions, or even build nearly identical feature sets, but the power of your data belongs to your company alone.

Customer Experience 59

Customer Experience Contact Center Abandon Call Contact center software 59

Balto

AUGUST 30, 2022

By comparison, the “losers” had 0% growth during the recession, conceded significant market share, and never regain it. The losers followed what Bain called the “recession playbook” with heavy cost controls, scaling back on marketing and customer service, research and development, and innovation across the board.

Contact Center 52

Contact Center contact center solutions Coaching Contact center software 52