Toister Performance Solutions

MARCH 2, 2023

Is burnout gripping your contact center? A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk. That spells trouble for contact centers. That study found 74 percent of contact center agents were at risk of burnout.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

Balto

FEBRUARY 20, 2023

Myth: Call coaching software is only helpful for onboarding new agents. Fact: 61% of tenured agents use call coaching software and those who do have higher job satisfaction and other success metrics across the board. How Does Call Coaching Software Help New Agents? How Does Call Coaching Software Help Tenured Agents?

Coaching 52

Coaching Average Handle Time Gamification Contact Center 52

Playvox

NOVEMBER 29, 2022

Call avoidance is a common issue in contact centers and must be dealt with to ensure a positive experience for your customers. But agents can quickly become frustrated and overwhelmed when dealing with irate customers and high contact volumes, leading them to avoid interactions. 6 Tips For Writing Your Contact Avoidance Policy.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

Customer Relationship Metrics

JULY 26, 2017

It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? It’s time to put humanity into your contact center.” Managing a contact center is fast paced and furious. Doing things the popular way in the contact centers no longer works.”

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Outsource Consultants

SEPTEMBER 14, 2021

It’s because the ongoing labor shortage, paired with increased Q4 purchasing, is leaving many businesses that rely on contact center support exposed to looming CX disasters. Try These 3 Contact Center Strategies for Q4 Success. But why would anyone worry about potentially high sales volume? Tip the Scales with Technology.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. CCaaS is the acronym for Contact Center as a Service. That resulted in the innovation of cloud-based contact center software.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

SharpenCX

DECEMBER 22, 2020

We’re reviving our Definition Series to explain what good customer service looks like in a successful contact center, all in a few hundred words for the busy manager. Read Next] Discover more definitions you’ll want to know to improve your contact center. What is good customer service?

Customer Service 76

Customer Service Contact Center Coaching Wait times 76

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. What Is An Omnichannel Contact Center?

Contact Center 84

Contact Center contact center solutions Quality management Contact center software 84

Call Center Weekly

NOVEMBER 26, 2018

This is especially true in large contact centers and back office organizations given their high human density, spontaneous growth requirements, increasing competition and turbulent levels of employee attrition. Secondarily, player, coaching and back office retention are crucial factors. Seriously…go. the Philippines).

Contact Center 169

Contact Center Coaching Business Process Outsourcing Transportation 169

Balto

JANUARY 17, 2023

When it comes to healthcare contact centers, automation is far from new. So, why is automation — a technology that formed the foundation of basic call center operations — still slated to become a top trend in healthcare in 2023? How a Contact Center Staple Became a ‘New’ Trend.

Healthcare 52

Healthcare Contact Center CRM Coaching 52

Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.

Contact Center 92

Contact Center Engineering Calibration Coaching 92

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

Callminer

APRIL 23, 2019

Ensure that you are operating under the correct understanding of PCI compliance for your contact center. Call scoring for quality assurance can work one of two ways: Random Audit Live Call Scoring : A supervisor or service coach randomly audits live calls and scores in real time, providing immediate feedback to the agent.

Best practices 159

Best practices Call Center Banking Contact Center 159

SharpenCX

MAY 11, 2021

Every profession needs good coaching. Without great coaching, you don’t have a team. As a manager, it’s up to you to coach your individual agents into a team that helps customers. Each of your agents needs 1:1 coaching and each needs different care. You can’t use the same coaching techniques universally with your team.

Coaching 67

Coaching Call Center Customer Experience Feedback 67

Expivia

NOVEMBER 9, 2021

Keeping up with current contact center trends is a crucial part of being a world-leading customer service provider. You need to discover the latest technology, innovation, and process improvements to improve your call center and provide your customers with the best possible experience. And we’re already seeing it today.”.

Contact Center 86

Contact Center Chatbots Call Center Analytics 86

Playvox

FEBRUARY 6, 2024

They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. It’s often regarded as restrictive, costly, and an afterthought.

Quality management 83

Quality management Customer centricity Management Contact Center 83

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. What does the coaching process look like?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

TechSee

AUGUST 14, 2023

Follow on LinkedIn Dan Smitley, Workforce Management and Contact Center Guru As an experienced public speaker and thought leader, Dan is passionate about leveraging workforce management, contact center operations, strategic thinking, project planning, and data analytics to help companies, customers, and front-line employees succeed.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Experience on the Frontline.

Contact Center 52

Contact Center Morale Coaching Technology 52

Taylor Reach Group

MARCH 8, 2018

Occupancy Definition: The percentage of your agent’s logged-in time spent in direct contact with a customer or in activities directly following and related to that contact (e.g. Calculation: Total Contact Time (Talk Time + After Call Work) /Total Logged-in Time. By: Peg Ayers & Turaj Seyrafiaan. After Call Work).

Contact Center 77

Contact Center Coaching Service level Consulting 77

CX Global Media

MAY 24, 2018

Adriana Thompson – Contact Center Supervisor of the Year 2018. Adriana Thompson was confronted with a challenge that so many frontline leaders in contact centers face. 59% of frontline supervisors in contact centers were formerly agents (Source: ICMI). Skills to Develop. Continue On…. Please Share.

industry standards 257

industry standards Contact Center Morale Call Center 257

Noble Systems

FEBRUARY 26, 2019

Scalability is a serious problem for contact centers in just about every industry. So, that forces you to continually hire new contact center agents if you want to reach more customers. Hair Club was once in this never-ending cycle of manual processes in its corporate call centers. million per month.

Contact Center 66

Contact Center Advertising Scripts Call Center 66

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

Contact Center 61

Contact Center Average Handle Time Quality management First call resolution 61

Balto

MAY 12, 2022

The modern contact center strives to be more efficient, more productive, and more profitable than ever, so it’s no surprise that leaders turn to tech to boost performance. In the coming weeks, we’ll uncover how lazy AI negatively affects different facets of the contact center; today, we’re discussing sales outcomes.

Contact Center 52

Contact Center Sales Scripts Call flow 52

Monet Software

OCTOBER 3, 2019

Whether you are the CEO, COO, QA Analyst or Customer Service Agent, the number one goal of your contact center is to deliver a quality experience that lends itself to an increase in customer satisfaction. Contact Quality. Investigate to see why this may have happened and coach your agent accordingly. Service Level.

Contact Center 59

Contact Center Metrics Average Handle Time Management 59

NobelBiz

MARCH 14, 2023

Debt collection agencies and contact centers are subject to strict regulations and laws governing their operations. One of the major issues faced by debt collection agencies and contact centers when it comes to compliance is the lack of the right solutions to be compliant. And pay extra attention to it.

Contact Center 52

Contact Center Scripts Call Center Government 52

CX Global Media

OCTOBER 15, 2018

This is exactly what can happen with your contact center messaging and communications network. Connectivity and clarity are more vital than ever in customer experience management and thanks to Joe White from Brightlink for giving me visibility (and hope) into this issue when we met at Customer Contact Week.

Customer Experience 211

Customer Experience Abandon rate Contact Center Coaching 211

SharpenCX

JANUARY 21, 2020

A couple of years ago, Tommy Reese, Deloitte’s Contact Center Strategy Manager said , “If you treat the client like gold, then they’ll continue to buy from you and other sales will follow.”. Download Now: Get real about coaching with 7 practical tactics to coach and train your agents. And what about your agents?

Metrics 76

Metrics Contact Center Abandon rate Coaching 76

ChaseData

JANUARY 30, 2019

From a teacher and instructor to a leader and a role model, there are so many parts that a manager of a call center must play. There is definitely a right way to do things when you’re running a call center, though.

Coaching 53

Coaching Call Center Contact Center Management 53

NICE inContact

OCTOBER 29, 2019

But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of contact centers and BPOs. million calls and 1.5

contact center solutions 48

contact center solutions Contact Center Abandon rate Business Process Outsourcing 48

Fonolo

AUGUST 3, 2021

This is where organizing your contact center metrics into custom reports comes into play. The Executive Guide to Improving 6 Call Center Metrics. What is a call center report? Important call center KPIs. and as a total percentage for your contact center it directly informs workforce management ROI.

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

CX Global Media

NOVEMBER 6, 2019

Thanks to Roger Lee of Gridspace for sharing his insight at Customer Contact Week. Roger is a long-time contact center industry veteran and a respected thought-leader. Well, you’re call center or contact center you should know why people are calling right. Mistake #4: Improperly selling it to the C-suite.

Analytics 136

Analytics Contact Center Coaching Call Center 136

Playvox

JANUARY 12, 2023

No matter where your contact center team is physically located, bringing out their best performance can be a big challenge. Remote and hybrid work are no longer hard-to-find benefits in customer support centers. Remote and hybrid work are no longer hard-to-find benefits in customer support centers. But does it have to?

Quality management 69

Quality management Coaching Contact Center Metrics 69

Customer Service Life

OCTOBER 28, 2023

Image by Gerd Altmann from Pixabay Early in my career as a contact center manager, I did many things that make me cringe nowadays. Most people working in the contact center industry call this First Contact Resolution or Next Issue Avoidance. Does the question apply to text-based channels?

Contact Center 104

Contact Center Average Handle Time Surveys Customer Support 104

Noble Systems

OCTOBER 18, 2018

Improving contact center agent productivity can have a major impact on bottom-line results. There are many lists of “Top” Contact Center KPIs that you can access with a simple Internet search. There are many lists of “Top” Contact Center KPIs that you can access with a simple Internet search. —-.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

CX Global Media

JULY 20, 2017

The high energy and the feeling of ‘making a difference’ are all highly attractive components for many choosing to work in the contact center industry. To retain these important people, contact centers must have a better agent career path that is worth following. Kelli started her career as a contact center agent.

Contact Center 136

Contact Center Coaching Morale Call Center 136

SharpenCX

JUNE 16, 2020

Download Now: Learn how trends in workforce management and other key areas are impacting contact centers, according to Frost & Sullivan. Let’s consider some ways you can apply workforce management and engagement management techniques in your contact center. Hold up: Definition time!

Contact Center 67

Contact Center Management Employee engagement call center workforce 67