Expivia

MARCH 1, 2022

Not only can repeated calls frustrate a customer, but they also add unwanted costs to running your call center. That’s why it’s crucial to educate your agents on the importance of resolving the customer’s issue and resolving it on the first call. Educate them about your client’s product.

Education 98

Education Call Center Construction Feedback 98

CX Global Media

JULY 17, 2018

How would you describe your contact center supervisors? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. Ineffective? Overworked? Undertrained? Dream team? Click to Tweet ).

Contact Center 136

Contact Center Coaching Construction Call Center 136

CX Global Media

JUNE 27, 2017

This has left your contact center vulnerable. To fraudsters, they see your contact center as a huge fraud opportunity. Why your contact center is a massive fraud risk” Click to Tweet. Educating Contact Centers. Matt Raymond from Pindrop talks fraud detection in contact centers.

Contact Center 159

Contact Center Call Center Interactive Voice Response Banking 159

Fonolo

OCTOBER 20, 2020

The State of the Contact Center in 2020 is a far cry from where we expected it to be this time last year. Read the Full Report, FREE: Download The State of the Contact Center in 2020 Industry Report. Contact Centers Adapted Fast. Contact Center Budgets Are Shrinking. Good times.

Contact Center 126

Contact Center Coaching Education Analytics 126

The Northridge Group

APRIL 15, 2024

We hear horror stories of customers being financially and emotionally impacted by poor AI that in the extreme have led to public and costly legal action and in everyday cases result in difficult and emotional interactions for contact center agents. It means your supervisors must be talking to their team regularly.

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

CX Global Media

JULY 9, 2019

The second step ( the first step ) in the contact center agent journey comes with the on-boarding process. In my experience seeing many contact center operations, I see this area of the agent journey being full of improvement opportunities. Linda Harden President and Publisher, Contact Center Pipeline.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

CX Global Media

DECEMBER 4, 2018

Contact center agent training can be a very big expenditure for a lot of organizations. For contact centers that experience higher agent turnover the expenditure is obviously much higher than for those with lower turnover. Outside Forces on Contact Centers. A Hidden Opportunity.

Contact Center 240

Contact Center Coaching Strategic Value Call Center 240

CCNG

SEPTEMBER 27, 2023

Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. Employees and gig workers are harder to retain, and the job of the customer-facing agent is getting more complicated and stressful. Customer phone calls cost the company more money.

Management 195

Management Average Handle Time Self service First call resolution 195

Taylor Reach Group

APRIL 23, 2021

When your contact center manager leaves, or you create a new management position, you should always look for a long-term replacement, right? As part of regular succession planning, the organization should have identified one or more potential successors to the contact center manager. The center is in turmoil.

Contact Center 123

Contact Center Management Consulting Consulting 123

Balto

AUGUST 10, 2022

Shifting budgets to stay competitive is a natural — if not essential — survival tactic during difficult financial times, but be wary of cutting into the business functions, like your contact center, that have an outsized impact on your customers. . Our smallest represented industry was BPO, 0.28%.

Contact Center 52

Contact Center Real estate Telecommunications Coaching 52

Serenova

MAY 29, 2020

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Every time.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Real Blue Sky

JULY 12, 2022

In our last blog post , we talked about how employee turnover rate can often be 100%+ annually in a contact center. To reduce this turnover rate, you should be laser focused on employee experience. We have talked about tools and onboarding being critical to the employee experience. -Andy Grove, former CEO of Intel.

Contact Center 52

Contact Center Gamification Coaching Analytics 52

Serenova

MAY 29, 2020

For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. Every time.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

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. Making Training Engaging.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Taylor Reach Group

APRIL 2, 2019

Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. My name is Colin Taylor.

Contact Center 92

Contact Center outsourcing Coaching Consulting 92

Expivia

FEBRUARY 25, 2024

Unraveling the Potential of Auto QA: Redefining Contact Center Evaluation Are you ready to uncover the transformative power of Auto QA? In the bustling world of contact centers, where every interaction holds significance, traditional quality assurance methods often miss the mark.

Contact Center 52

Contact Center Technology Feedback Analytics 52

Balto

JANUARY 25, 2024

Louis – Balto, the first company to provide real-time guidance to contact centers, unveils the latest leap forward in QA automation for contact centers: Balto QA Copil ot. Balto QA Copilot redefines the future of quality assurance in contact centers.

Contact Center 69

Contact Center Coaching Education Enterprise 69

Serenova

MAY 13, 2020

For contact centers, that means customer patience may be waning at the same time agents are increasingly stretched and taxed under the weight of high (and higher) call volume. But this is when positive customer experience will earn brands the long-term loyalty necessary to sustain—and even thrive—through and beyond crisis.

Contact Center 75

Contact Center Calibration Quality management Coaching 75

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. We were excited to see her leading the conversation at MCW23 last week.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Customer Service Life

MAY 6, 2019

In this article, I’ll share what worked and what didn’t work and then discuss some of the key outcomes you should see when conducting a similar session in your contact center. The last thing we wanted was for the discussion to fall flat because none of our leaders knew about the issue that was aggravating customers.

Journey mapping 80

Journey mapping Contact Center Coaching Education 80

SharpenCX

DECEMBER 4, 2019

Two weeks ago, I sat at my desk with my headphones on digging into the 2020 contact center trends headed your way next year. Your agents have such a massive impact on CX, they’re now given a name that reflects what they do… make (or break) customer happiness. It means you have disengaged employees at the helm serving customers.

Contact Center 67

Contact Center Customer Experience Wait times Contact center software 67

NobelBiz

FEBRUARY 22, 2023

The data collected, measured, and analyzed for contact centers is an absolute gold mine. When used wisely, it can greatly improve the customer experience. In other words, the link between data and customer experience can become a virtuous circle. Table of Contents show What is Customer data analytics?

Analytics 52

Analytics Contact Center Call Center call center workforce 52

Customer Service Life

OCTOBER 13, 2020

I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great and the team has been receptive to the coaching. So if you were a competent, friendly customer, you could expect a good experience when you spoke with Jeremy Watkin. The challenge.

Accountability 182

Accountability Customer Service Coaching Contact Center 182

Calltools

NOVEMBER 24, 2021

While a few employees might view it as an intrusion or a knock against their aptitude, below you’ll learn more about why you should use real-time call monitoring in your contact center. This can be combined with other tools, such as call whispering or call coaching, to provide real-time training.

Contact Center 52

Contact Center Coaching Feedback Call Center 52

SharpenCX

MAY 19, 2020

They build stronger relationships with customers, helping their company increase sales and profitability.”. Think about how this translates in your contact center. According to research out of McKinsey & Company , engaged and satisfied contact center employees are: 8.5x Especially in the contact center.

Contact Center 128

Contact Center Brand ambassadors Coaching Metrics 128

Playvox

MAY 26, 2021

If they aren’t, you’re missing out on a great opportunity to offer a better customer experience and generate extra revenue. As more contact centers explore implementing cross-selling and upselling, they’re finding very little information on how to do it successfully. Emphasize Educating, Not Selling.

Upselling 92

Upselling Education Contact Center Coaching 92

Toister Performance Solutions

JUNE 14, 2018

The International Customer Management Institute (ICMI) held its annual Global Contact Center Awards party this past May. Gopher Sport won the 2018 award for Best Small Contact Center. Contact centers with fewer than 75 agents are eligible.) We’ve had a customer-focused mindset for 70+ years.

Contact Center 78

Contact Center Education Customer Care Coaching 78

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. One way providers and partners can accomplish this is by helping customers choose the right communications technology to support hybrid work.

Surveys 177

Surveys Education Enterprise Technology 177

Callminer

JUNE 3, 2019

Today’s contact centers are all too familiar with agent turnover. occupations, with large call centers reaching over 50%. That’s because even before these employees decide to pull the plug, their lack of engagement leads to reduced sales, subpar customer service, and more. So, what’s leading to this growing problem?

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

Playvox

MAY 11, 2023

In the midst of “ quiet quitting ” and continued low unemployment, contact centers are leveraging remote work as a way to attract team members. To make remote work a success, your team needs autonomy, regular check-ins, coaching, and a sense of purpose.

Management 89

Management Contact Center Coaching Employee engagement 89

NobelBiz

MARCH 19, 2024

Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Types of Call Center Dashboards So what types of call center dashboards are there?

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Aspect

AUGUST 16, 2017

I’d like to speak to your supervisor: seven words that can make even the most stoic contact center agents start to sweat. Not only can this suggest underlying issues within your organization are negatively impacting customer experience, but it also disrupts workflows from top to bottom. Provisioning workloads.

Contact Center 59

Contact Center Call Center contact center solutions Management 59

Balto

JULY 12, 2022

As we continue our series into Key Performance Indicators (KPIs) for contact centers, we’re turning our attention to managers and supervisors. These are the folks that keep our operations running smoothly: training and coaching our agents, and working to improve overall customer satisfaction. Here’s the challenge.

Management 52

Management Coaching Contact Center Average Handle Time 52

Monet Software

MAY 27, 2020

Take advantage of this content and take away some tips and innovations from your peers and Verint experts that you can apply immediately in your organization’s contact center, customer experience, back-office and compliance areas. Want to start with what really resonated with our live attendees?

contact center workforce 83

contact center workforce Education Analytics Contact Center 83

Call Experts

DECEMBER 12, 2019

Businesses feel the influence of these negative support experiences on social media channels and email-based customer communications. A well-seasoned contact center will help! . Our seasoned contact center agents, Experts, receive additional training on how to handle tasks during peak hours more efficiently.

Contact Center 69

Contact Center Wait times Journey mapping Interactive Voice Response 69

SharpenCX

JUNE 30, 2021

Let’s consider some of the stats around how your agents impact good customer service: 71% of consumers believe a quick response from a service team can drastically improve their customer experience. It only takes one bad experience for 80% of consumers to say they’d rather do business with a competitor. Learn More ].

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Call Experts

JUNE 5, 2019

There is a connection between employee experiences and customer experiences. Upset or frustrated employees are likely to affect your business and lead to unsatisfied customers. If they are having trouble handling their work, provide additional assistance, continued education, and career coaching to improve their skills.

Customer Experience 60

Customer Experience outsourcing Call Center Answering services 60