Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. How are managers delivering coaching?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

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

Playvox

APRIL 25, 2023

Meet your agents where they are, incorporating flexible opportunities and customized learning options found in contact center software for a modern approach, including: Recorded videos: Provide illustrative examples and how-tos versus talking heads. Related Article: Best Contact Center Software for Remote Workers 3.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

NobelBiz

APRIL 3, 2023

Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services.

Quality management 52

Quality management Call Center Management Calibration 52

SharpenCX

JULY 26, 2023

Use the data to see where agents struggle, whether in process, contact center software, or team cohesiveness. Then, conduct 1:1 conversations with your managers to address key concerns using call center data for support. In team and 1:1 meetings, walk employees through the metrics and why they matter.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

3CLogic

AUGUST 3, 2021

To combat this issue, contact center managers should analyze their historic call volumes through robust reporting engines to determine peak call times or seasons and staff accordingly. According to Software Advice, over 63% of people prefer a callback option over waiting on hold. Empower Callers With A Callback Option.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

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

SharpenCX

MAY 26, 2020

With effective and frequent customer service training and coaching. Aside from quarterly summits, make a schedule for more frequent coaching. For larger contact centers, you may have to make 1:1s monthly. Coaching on the Fly. Use contact center trends and industry tips to accelerate your coaching.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

SharpenCX

FEBRUARY 18, 2020

Between meetings with other managers and department heads, you barely have time to answer all the mentions on Slack. And, you have a meeting with a customer in an hour to talk about some data they lost due to a bug in your system. How do you need to grow your call center manager skills to be the best manager for your team?

Call Center 84

Call Center Coaching Management Contact Center 84

Playvox

OCTOBER 18, 2022

a customer service center manager at a fitness company, shared, “We pay well, and we schedule two stand-up meetings daily to maintain face-to-face contact. We focus on regular contact and communication.” “We We schedule virtual happy hours and one-on-one meetings with supervisors.”. Leanne Y., Philip A.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

JustCall

NOVEMBER 25, 2022

For meeting the goal of quality control, speech analytics software examines live or recorded calls and decodes emotional signs. Similar to voice recognition software, speech analytics software analyzes spoken language through artificial intelligence. NICE CXone. Mediafly Coach360. In the B2B selling environment.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

NobelBiz

FEBRUARY 14, 2023

In a contact center setting, it is essential to minimize dead air time as much as possible to ensure a smooth and seamless customer experience. This can be achieved through coaching agents and implementing technology solutions that can automatically fill dead air time with pre-recorded messages or music.

Contact Center 52

Contact Center Call flow Scripts Interactive Voice Response 52

Playvox

JUNE 28, 2022

While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers. Customers now expect to do business with an omnichannel contact center that delivers consistent and seamless customer experiences regardless of the channel they use. But don’t worry. You’ve got this!

Contact Center 84

Contact Center contact center solutions Quality management Contact center software 84

NobelBiz

FEBRUARY 21, 2023

Talking about efficiency, our Omnichannel Contact Center Software is a champion in that. With its intuitive interface and buil-in analytics and reporting engine, it is the go-to solution for contact centers to improve their efficiency, and ensure the accuracy and exactitude f collected data.

Best practices 52

Best practices Analytics Contact Center Coaching 52

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

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

Serenova

MAY 29, 2020

As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Throughout the crisis, we have worked with contact center leaders to help them meet the challenges of these unprecedented times. Monitor agent calls for coaching opportunities.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Throughout the crisis, we have worked with contact center leaders to help them meet the challenges of these unprecedented times. Across every channel—call center phone number, chat, email, SMS, social media messenger—use contact center software to provide agents with a complete history of customer interactions across channels.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

SharpenCX

APRIL 7, 2020

Maybe when you think of the workplace of the future, you envision futuristic-style holograms having a meeting. 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. It could even replace face-to-face meetings.

virtual call center 104

virtual call center Call Center Coaching Contact center software 104

SharpenCX

MARCH 3, 2020

Download Now: Learn how to better coach agents with 29 tactics and facts, starting with onboarding new employees. But, traditionally, call centers don’t have the greatest track record with retention. Nearly 89% of new hires want to meet with their new manager on the first day of employment. Would you stick with it?

Contact Center 86

Contact Center Coaching Call Center call center software 86

JustCall

AUGUST 7, 2023

Using AI to Create Sales Call Summaries AI has transformed contact center operations with tools equipped to analyze sales calls and provide data-driven analysis for performance optimization. You can now take AI meeting notes for better call summarization in real-time.

Sales 52

Sales Contact center software Contact Center Coaching 52

Call Experts

OCTOBER 5, 2023

Keep These Factors in Mind Before hiring a contact center, knowing what you’re looking for and what’s necessary to ensure a contact center meets your needs is essential. Your Business Needs Before you start evaluating contact center options, it’s crucial to understand your business needs.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

SharpenCX

APRIL 21, 2020

Children are interrupting meetings to show their new success in Minecraft or ask for help on long division. Since you don’t get the chance conversation in the hallway or the opportunity to stop by your agent’s desk to coach them. Take advantage of technology and find ways to coach employees virtually. Plan for more video chats.

Best practices 76

Best practices Management Coaching Metrics 76

NobelBiz

JUNE 19, 2023

Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. This enables them to identify areas for improvement and provide timely feedback and coaching to agents.

Call Center 52

Call Center Coaching Contact Center Metrics 52

SharpenCX

MARCH 18, 2020

Use video conferencing for coaching sessions and team meetings. Use tools like Skype , Zoom , or Google Hangouts , to host team meetings via webcam. Sit down in front of your webcam and lead the meeting just as you would if you were in a meeting room together. And, it doesn’t have to be lost with remote work.

Call Center 94

Call Center Morale Coaching Cloud contact 94

NobelBiz

FEBRUARY 13, 2024

Software solutions offer a world of features that cater to various aspects of call center operations. This transition is simply vital for call centers aiming to stay competitive and meet the evolving needs of their customers. These features range from managing calls to analyzing customer data.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

SharpenCX

JANUARY 15, 2020

Too often we hear about companies failing to meet customer expectations. Download Now: Get 7 actionable tips to improve coaching and training for better CSAT. Her coworkers talked about how resourceful she is and how the second you meet her, you want to share your life story with her.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

SharpenCX

FEBRUARY 4, 2020

Download Now: Master your manager skill set with 29 tactics and strategies to better coach agents. An accountant needs to know how to reconcile bank statements, while a software developer doesn’t. As a manager of a contact center, your role is essential to the care of your customer base. Ok, let me backup. Get the guide.

Call Center 84

Call Center Management Coaching Contact Center 84

Noble Systems

MARCH 19, 2021

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. In the coaching mode, managers can assist the agent during a call, but the customer can’t hear the manager.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

SharpenCX

FEBRUARY 11, 2020

Are you ready to meet them? Download Now: See what Frost & Sullivan marked as the most important trends impacting contact centers. It’s vital that you know where your team’s strengths and weaknesses lie, so you know how to coach to better performance. Tip #3: Coaching for a Better Team.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

SharpenCX

MAY 19, 2020

When you take time to consistently understand how your contact center agents want to grow, you’re proactively managing their job satisfaction. When you align goal setting with each employee’s professional development plan, you coach and train with a clear purpose. Rachel is struggling with her First Contact Resolution metric.

Contact Center 128

Contact Center Brand ambassadors Coaching Metrics 128

Hodusoft

JULY 19, 2023

Call Monitoring and Whisper Coaching: Managers or supervisors can listen to live calls to monitor agent performance and provide real-time guidance through Whisper Coaching. This ensures that customers are connected to the most appropriate agents who can effectively meet their specific needs.

call center software 98

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

JustCall

AUGUST 26, 2022

Cloud kitchens, offices, storage, meetings, and now cloud contact centers have come a long way. Contact Center as a Service (CCaaS): What is it? CCaaS or Contact Center as a Service is a cloud-powered contact center software or platform that a business may subscribe to monthly or yearly.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Call Center 52

NobelBiz

JULY 31, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz Key Features of Call Queuing Systems & Their Implementation Navigating the nuanced world of call queuing systems, one quickly discerns that it’s the features that drive efficacy. This enhances the richness of the customer profile.

Wait times 52

Wait times Telecommunications Call Center CRM 52

Aspect

AUGUST 30, 2017

That said, if you’re going to deploy automated technology in your contact center, you must be ready with a strategy to leverage your personnel as you offload basic responsibilities onto your software. Manage your automated workforce: Automated contact center solutions can help you meet demand without overextending your agents.

Chatbots 76

Chatbots Contact center software Contact Center Coaching 76

Fonolo

SEPTEMBER 21, 2023

Most contact center software will include analytics, which you can use to measure the activity of your contact center agents over your chosen period of time (6 months, for example). If it’s too ambiguous, they may leave the meeting feeling confused about next steps, or wondering what they did wrong.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Call Experts

APRIL 8, 2024

Keep These Factors in Mind Before hiring a contact center, knowing what you’re looking for and what’s necessary to ensure a contact center meets your needs is essential. Your Business Needs Before you start evaluating contact center options, it’s crucial to understand your business needs.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52