SharpenCX

MARCH 4, 2020

This fleeting access to memory is why in-the-moment coaching is so impactful. Download Now: Get real about coaching and training your agents with these 7 techniques. A typical call center coaches and trains agents in a few different ways. And, they cram months (and months) of feedback into a single coaching session.

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Be prepared to tweak processes and strategies based on real-world results.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

NobelBiz

OCTOBER 31, 2023

Enhance your customer strategy with insights from Brad Cleveland, a global authority on customer strategy and management, in this captivating podcast episode: Beyond Transactional: Taking Customer Service to the Next Level. Tune in now and supercharge your call center training!

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. Companies now have to invest in data, technology, and omnichannel communication to supplement the lack of contact in the voice strategy.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

SharpenCX

JULY 26, 2023

But perhaps you’re sitting on all of your call center data. Instead, you rely on gut checks or old tactics to inform your strategy. It’s time to stop viewing call center metrics as an end result. What is Call Center Data? It provides objective support for strategy. Or you’re not using it to its full potential.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

Calltools

MAY 3, 2023

But being able to implement the above strategies means first employing some lesser-known tips. 5 Tips to Enhance Agents’ Experience Your contact center agents’ experience is just as important as your customers’ experience. After all, happy agents make happy customers.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

SharpenCX

APRIL 29, 2020

And, you shouldn’t have to worry that running a lean contact center puts agents at risk for burnout and disengagement. Download Now: How to put your contact center data to work for a better customer experience. With the right workforce management strategies in place, you can hit all of your priorities.

Coaching 76

Coaching Management Contact Center Morale 76

Hodusoft

APRIL 14, 2022

Data plays a significant role in their services as call and contact center software can derive actionable insights from the data collected through thousands of customer interactions every day. . Be it a call or contact center software or Unified Communications solution, you can harness the power of data in both.

Customer Service 59

Customer Service Contact center software contact center solutions Contact Center 59

JustCall

MARCH 9, 2023

The best way is to work with industry-tested strategies that have proven themselves time and again. In this In this blog, we discuss the 18 crucial contact center strategies your business must work on to improve contact center performance. The same concept applies to your contact center strategies as well.

Contact Center 40

Contact Center Interactive Voice Response Scripts Self service 40

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

Balto

JUNE 13, 2022

While sometimes escalation occurs because a query is complex or unique, it’s estimated that as many as eight in 10 escalations could have been handled at the initial point of contact. Training also requires coaching on handling escalations. Employ Guided Contact Center Software. Use Real-Time Coaching.

Management 52

Management Contact center software Coaching Contact Center 52

SharpenCX

FEBRUARY 18, 2020

Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook. How do you need to grow your call center manager skills to be the best manager for your team? To coach your agents towards growth, you have to know what they’re shooting for. A Good Coach.

Call Center 84

Call Center Coaching Management Contact Center 84

aircall

FEBRUARY 22, 2021

Sales strategy planning can help you meet both short- and long-term sales targets, carrying you through the first 90 days and beyond to successfully achieve your overall business goals. But that doesn’t mean you should shy away from getting the most out of your sales strategy planning phase. Defining Sales Strategy Planning.

Sales 62

Sales call center software Interactive Voice Response Call Center 62

NobelBiz

NOVEMBER 27, 2023

From call duration to frequency, these logs empower businesses with insights to enhance customer interactions, refine strategies, and drive informed decision-making. This information facilitates performance analysis, accountability, and targeted training and coaching for agents.

Call Logging 59

Call Logging voip Contact center software CRM 59

Callminer

SEPTEMBER 23, 2020

Outbound call centers thrive only when agents can place calls with confidence, and confidence is borne of preparedness. Call centers that implement agent performance management solutions equip their agents with the ongoing coaching and training needed to perform at their best. Use tools that accommodate multiple channels.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

NobelBiz

APRIL 3, 2023

As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

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. But your service center can’t afford to tip the scales in the other direction.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

SharpenCX

NOVEMBER 5, 2019

But if you don’t build call center improvement strategies that put what you find into action, your data is useless. The intel flowing through your contact center feeds a bottomless well of info about your business. Let’s put your data to work for a more profitable and successful contact center.

Call Center 98

Call Center Customer Experience Contact Center Metrics 98

SharpenCX

NOVEMBER 21, 2019

CSAT scores are stuck and most CX strategies are tired. Only, trying to run a successful contact center with decades-old methodologies simply won’t cut it next year. 2020 call center trends look to finally shake up the stale industry. In 2020, data strategies will go a step further than they did last year.

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

SharpenCX

MAY 26, 2020

Your customer service experience also plays a key role in customer retention strategies, too. Learn How to Build CX Strategy with Better and Usable Data that Already Exists in your Call Center. With effective and frequent customer service training and coaching. Coaching on the Fly. Think about it.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? In this article, we will explore proven strategies and techniques to help you unlock the full potential of your team and achieve stellar performance. Look no further!

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

SharpenCX

DECEMBER 4, 2019

One where employee happiness becomes core to the strategy of customer happiness. As you crunch numbers and finalize your customer experience plans for the year, build agent-first initiatives into your strategy. Can I get a resounding woohoo! from all our agent-first backers out there?). rise in CSAT.

Contact Center 67

Contact Center Customer Experience Wait times Contact center software 67

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

JUNE 8, 2021

Before you throw your hands up and give up on improving your call center’s customer retention, take a few minutes to read through three actionable customer retention strategies to employ as you start your journey down the roadmap to better customer loyalty. It’s important to have a data-backed strategy to align your future.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

Aspect

FEBRUARY 27, 2018

By bolstering agent coaching and eLearning, you’ll ensure that your agents have all the tools they need to transform bad reviews into more positive endings. Don’t go to bed angry: A sage piece of advice from happy couples, the same advice should apply to your contact center strategy as well.

Contact Center 128

Contact Center Contact center software Chatbots contact center solutions 128

SharpenCX

JUNE 16, 2020

Many companies are building remote work strategies around the needs of their workforce. Workforce and engagement management is possible in a hybrid call center. In fact, you can use the same strategies for managing your employees no matter their location. For many, it’s become our present and our future. Let me show you.

Contact Center 67

Contact Center Management Employee engagement call center workforce 67

SharpenCX

NOVEMBER 21, 2019

CSAT scores are stuck and most CX strategies are tired. Only, trying to run a successful contact center with decades-old methodologies simply won’t cut it next year. 2020 call center trends look to finally shake up the stale industry. In 2020, data strategies will go a step further than they did last year.

Call Center 67

Call Center Contact Center Interactive Voice Response Self service 67

NobelBiz

JULY 31, 2023

Empowered with this knowledge, decision-makers can fine-tune strategies, optimize resource allocation, and enhance agent training. Brad Butler, Contact Center Software Consultant @NobelBiz Monitor and Adjust: Staying One Step Ahead In the dynamic realm of call queuing, static strategies yield diminishing returns.

Wait times 52

Wait times Telecommunications Call Center CRM 52

SharpenCX

DECEMBER 23, 2019

Coach and train them in-line and on-time, right after their interactions. Coaching your agents to empowerment means they’ll be ready to find unique resolutions for customers. Build customer experience strategies based on data about what your customers want and how they interact with your brand.

Contact Center 107

Contact Center Customer Service Coaching Contact center software 107

NobelBiz

FEBRUARY 13, 2024

The efficiency of a CRM strategy can significantly influence the overall performance of a contact center. By measuring the outcomes of CRM integration, NobelBiz helps contact centers identify areas for improvement and optimize their strategies for better results. But NobelBiz doesn’t stop at just efficiency.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

NobelBiz

JUNE 5, 2023

Outbound lead generation can be a game-changer strategy for businesses, but it is not without its share of challenges. However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them.

Call Center 52

Call Center Scripts CRM Contact Center 52

SharpenCX

FEBRUARY 19, 2020

Only 1% of contact centers think their data intelligence strategy is perfect, according to CCW. That’s why by 2025, contact center leaders (like you) have their heart set on getting a 360-degree view of their customers. How to Build a Call Center Report. Ask us about Sharpen Insights.

Call Center 76

Call Center Contact Center First call resolution Contact center software 76

Hodusoft

JUNE 17, 2021

HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report. The global call center market size amounted to 339.4 billion USD in 2020.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

SharpenCX

APRIL 8, 2020

Download Now: Use customer data to fuel better customer experience strategies. 13 tips to manage your contact center queues for greater efficiency and better customer outcomes. Use workforce management strategies to make sure you’re appropriately staffed. Serve coaching opportunities to agents in-queue.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

SharpenCX

MAY 20, 2020

Download Now: Apply these 7 methods to your coaching, regardless of where you’re working. Need more workforce management strategies to ease the burden on your agents? Jump to our post featuring 6 WFM strategies to keep teams engaged. In a recent HBR article , Patti Sanchez, head of strategy for Durate, Inc., Show empathy.

Management 84

Management Coaching Contact Center Contact center software 84

SharpenCX

JANUARY 8, 2020

And without the right strategies in place, results will falter. Which is why every customer ops leader like you comes to the table better prepared with a change management strategy in hand. . Learn how to build a better feedback loop with 29 key takeaways from your call center manager’s guide to coaching.

Contact Center 67

Contact Center Management Feedback Contact center software 67

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.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128