Playvox

APRIL 25, 2023

A 2022 ICMI study revealed that 34% of contact centers cited training a remote workforce as their biggest challenge. Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work 2. Related Article: Best Contact Center Software for Remote Workers 3. Step one is to make a plan.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

Playvox

FEBRUARY 13, 2023

A 2021 Qualtrics study spanning 17 industries found that, on average, organizations risk losing 9.5% That in itself makes a strong case for keeping your contact center quality management budget intact, but the effects of a strong program go far beyond revenue. of their revenue due to bad experiences.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Hodusoft

JANUARY 3, 2024

Several key players thought that if contact center software is hosted in the cloud it would be extremely beneficial for businesses that don’t intend to install on-premise solutions. That led to the exploration of the idea of having agents access the contact center software through the Internet.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

Balto

DECEMBER 5, 2022

In this piece, we’ll provide you with insights into everything you need to know about healthcare contact center software. What is Healthcare Call Center Software? This software allows many contact centers to find improved customer experiences and potential cost savings. AI-Powered.

call center software 52

call center software Healthcare Call Center Contact center software 52

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. Another 17% said it had increased somewhat.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

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

3CLogic

AUGUST 3, 2021

When it comes to waiting on hold, studies have shown that callers don’t have a ton of time to spare. Monitor Agent Activity To Provide Real-Time Coaching. A recent survey from Arise Virtual Solutions reveals that over 65% of customers are only willing to wait on hold for a maximum of two minutes before hanging up.

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

Balto

AUGUST 30, 2022

Study: Contact Centers Continue to Invest. In May 2022, we surveyed 360 contact center executives to get their perspective on current operations and how they might adapt in recessionary times. Similarly, the Balto study also uncovered a simple truth: value is a self-fulfilling prophecy. It’s natural.

Contact Center 52

Contact Center contact center solutions Coaching Contact center software 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

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

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. You’ve got a list of call center manager responsibilities that can feel overwhelming. Ok, let me backup. Time Management.

Call Center 84

Call Center Management Coaching Contact Center 84

SharpenCX

OCTOBER 22, 2019

According to research from Jeff Toister , agents without call center wallboards in their work environments are more likely to be at severe risk for burnout. On the flip side, a study out of The Strategic Journal of Business & Change Management linked KPIs to better work. Head to Your Call Center Manager Playbook.

Metrics 64

Metrics Call Center Abandon rate Customer Service 64

SharpenCX

APRIL 29, 2020

A study out of the American Psychological Association found that burned-out employees are 2.6x 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.

Coaching 76

Coaching Management Contact Center Morale 76

SharpenCX

OCTOBER 24, 2019

Studies show MSRs who learn new skills or behaviors online use up to 60% less employee time than learning the same material in a traditional classroom. As you phase in your change management, these folks can work across your credit union to coach peers on using the tools for their benefit.

Education 64

Education Coaching Contact center software Contact Center 64

SharpenCX

MARCH 10, 2020

You go through training, get coached to use the company software, and learn to de-escalate situations with angry customers. And after a year of dedication, you’re promoted to manager of your call center. Download Now: Improve how you coach and train agents with 29 facts and techniques for managers. Sound familiar?

Call Center 67

Call Center Management Coaching Metrics 67

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 ensures agents are battle-ready.

Wait times 52

Wait times Telecommunications Call Center CRM 52

Balto

NOVEMBER 2, 2023

Technology plays a key role here – by integrating different solutions, contact centers can seamlessly handle multichannel interactions, as well as collect and analyze data efficiently, all while ensuring that their agents’ efforts are directed efficiently while technology automates redundant tasks for them.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Playvox

JUNE 28, 2022

During the global pandemic, customers massively turned to digital communications, and, according to consumer studies , this change is here to stay. While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers.

Contact Center 84

Contact Center contact center solutions Quality management Contact center software 84

JustCall

MARCH 21, 2022

Sales Contact Center Software. With coaching insights on every call, you can identify patterns and pinpoint strengths and weaknesses to sales reps and give them personalized training based on improvement areas. Cold calling coaching is probably the most difficult and most dreaded part of sales training processes.

Sales 52

Sales Coaching Scripts CRM 52

Balto

MAY 13, 2022

Provide Regular Coaching and Feedback. Rather than spot-checking or listening to random calls, the right contact center software can listen and score every call so that managers know how agents are performing. Research backs up the power of gamification. Ongoing dialogue can also help keep agents engaged.

Contact Center 52

Contact Center Gamification Scripts Coaching 52

SharpenCX

NOVEMBER 26, 2019

From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. Automate coaching moments and send microlearning lessons to your agents’ queues. Want tools to make coaching easier and less of a time suck? Want tools to make coaching easier and less of a time suck?

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. Automate coaching moments and send microlearning lessons to your agents’ queues. Want tools to make coaching easier and less of a time suck? Want tools to make coaching easier and less of a time suck?

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

DECEMBER 4, 2019

And Glassdoor’s recent study on the link between employee satisfaction and CSAT quantifies the impact further. The study found employee satisfaction directly impacts business outcomes like retention, talent attraction, productivity, and stock performance. It means you have disengaged employees at the helm serving customers.

Contact Center 67

Contact Center Customer Experience Wait times Contact center software 67

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

SharpenCX

DECEMBER 30, 2019

Truth be told, how you manage and coach your team has a massive impact on customer happiness. Studies show that 58% of contact center agents are significantly more stressed, 63% more depressed, and 34% more anxious than people in any other profession. Develop better manager-agent relationships. Don’t overload your team.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

SharpenCX

APRIL 21, 2020

And while a LinkedIn study from October 2019 found that 82% of workers wished they could work from home at least part of the time: it’s not as easy as it looks. Since you don’t get the chance conversation in the hallway or the opportunity to stop by your agent’s desk to coach them. Working remotely brings unique challenges.

Best practices 76

Best practices Management Coaching Metrics 76

SharpenCX

APRIL 14, 2020

Boosting FCR: Improve FCR with agent training, coaching, and empowerment. Download Now: 7 Ways to Improve your Coaching Skills to Impact Agent Performance. Read Now: How a Coaching Culture can Boost your Employee Engagement. Employee satisfaction lowers absenteeism and turnover in your call center.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

Talkdesk

JUNE 21, 2019

Check out our full list of over 50 contact center software integrations. Misused After Call Work Time Case studies show that unscheduled activities often contribute to after call work time, which is why your numbers might not be entirely accurate. 5 Ways to Reduce It in Your Contact Center appeared first on Talkdesk.

Contact Center 50

Contact Center Average Handle Time First call resolution Contact center software 50

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. Learn from their experiences and gain insight into the software’s strengths, weaknesses, and overall appropriateness.

call center software 98

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

Playvox

MAY 2, 2023

Contact center agents in our 2022 study ranked it as their top motivational factor at work — and more than half (56%) said they’d think about leaving their jobs if they couldn’t work remotely. Understand where all your text and voice recordings are now stored to ensure you can access them for the various quality processes.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

UJET

DECEMBER 9, 2021

Some businesses offer mental health coaches, extended health benefits that include counseling, or personal days which can be used as a day away from work to relax and take care of yourself. . For contact center employees, using the right technology can make a world of difference to their workday. .

Contact Center 72

Contact Center Call Center Metrics Contact center software 72

SharpenCX

OCTOBER 3, 2019

are predicting a recession, according to a study from Duke University/CFO Global Business Outlook. According to a study from our friends at NNT Data , nine in 10 financial services and insurance execs think this is the year for a full-scale digital transformation. More than two-thirds of CFOs in the U.S.

Banking 64

Banking Contact center software Big data Technology 64

NobelBiz

FEBRUARY 13, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

JustCall

MAY 4, 2022

Improve training and coaching. All contact centers today have some sort of quality monitoring program in place. By studying all three, businesses can prepare a customer-centric approach that will give them an edge over their competitors. Support Sales and Marketing Efforts.

Coaching 52

Coaching Sales CRM Contact Center 52

SharpenCX

MAY 27, 2020

Not using predictors and figures from market studies, but rather real data from your contact center and agent performance. Where can you proactively answer customer questions and cut down on the time spent talking to agents – lowering cost per contact and FTE costs? Can you bump AHT down by 1%? What about FCR?

Call Center 67

Call Center Average Handle Time Customer Service Interactive Voice Response 67

Babelforce

APRIL 21, 2021

They now get full visibility into every customer contact, without burdening agents with time-consuming admin. #2 Many studies have found that collaboration can improve workplace happiness. So offering opportunities for collaboration at your call center should improve employee retention. 2 Encourage agent collaboration.

Call Center 52

Call Center Contact Center Interactive Voice Response CRM 52