Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Integrity Solutions

FEBRUARY 15, 2019

The past few years have seen a dramatic increase in investments in AI, data analysis and other technologies designed to increase contact center efficiency. But in spite of all the technology that’s now available, the #1 factor contributing to whether or not your contact center achieves its objectives hasn’t changed.

Contact Center 78

Contact Center Coaching Employee engagement Scripts 78

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series.

Contact Center 62

Contact Center Coaching Scripts Management 62

Balto

FEBRUARY 6, 2023

With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

SharpenCX

JULY 26, 2023

Every call your contact center receives brings heaps of data with it: customer information, customer preferences, product insights, customer satisfaction scores, and much more. What is Call Center Data? Call center data is any information that comes from customer interactions in your contact center.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

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. Include workshops and group activities as much as possible!

Call Center 141

Call Center Contact Center Coaching Gamification 141

Serenova

JULY 7, 2020

Contact center supervisors must be equipped to better identify and tailor training programs to each agent’s skill gaps and training needs. 6 Steps and Best Practices for Your Best Call Center Staff Training Program. Contact centers must train agents to work smarter and more effectively. Embrace continuous training.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Balto

SEPTEMBER 18, 2023

Real-time agent assist software has provided contact center teams with an innovative, data-driven AI-powered solution that instantly guides agents during live calls, ensuring the best outcomes for your customers. Real-time agent assist is a software solution that supports contact center agents during live calls.

Interactive Voice Response 52

Interactive Voice Response Scripts Contact Center Coaching 52

Balto

JUNE 3, 2022

Every contact center encounters its fair share of hurdles on the path to success. Fix-It Friday targets contact center leaders’ biggest frustrations with solution-focused content. This week, we’re talking through ways to keep remote agents engaged. How Common Are Remote Contact Center Agents?

Gamification 52

Gamification Scripts Contact Center Surveys 52

SoliCall

AUGUST 2, 2023

2 – Performance Feedback and Coaching. Regularly evaluate their performance and provide individual coaching sessions to address areas of improvement. Foster a supportive work environment that encourages open communication, teamwork, and employee engagement. 3- Clear Performance Metrics.

Call Center 52

Call Center First call resolution Construction call center software 52

Callminer

JULY 23, 2019

Tools like interaction analytics can help call center managers identify relevant issues and deliver precise, targeted feedback to agents and have a more direct impact on metrics like call handling time. Many of the tips are those from experts directly in the call center industry. Does it really matter?

Best practices 140

Best practices Feedback Call Center Coaching 140

SharpenCX

FEBRUARY 10, 2021

Download Now] Use the data that lives in your contact center to improve your customer experience. The only way to sustain service levels is to learn what’s really happening in your contact center. You need qualitative data to understand customer sentiment and employee engagement. Qualitative feedback.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

SharpenCX

NOVEMBER 26, 2019

Yet, 74% of contact center agents are still at risk for burnout. And, more than half of employees who choose to leave a job say their manager or company could have done something to prevent them from leaving. But rather than building a strategy core to the business, companies hold one-off events to boost engagement.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

Yet, 74% of contact center agents are still at risk for burnout. And, more than half of employees who choose to leave a job say their manager or company could have done something to prevent them from leaving. But rather than building a strategy core to the business, companies hold one-off events to boost engagement.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

Serenova

JULY 7, 2020

Contact center supervisors must be equipped to better identify and tailor training programs to each agent’s skill gaps and training needs. 6 Steps and Best Practices for Your Best Call Center Staff Training Program. Contact centers must train agents to work smarter and more effectively. Embrace continuous training.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

Balto

NOVEMBER 2, 2022

Simply put, call center management is how a team of leaders helps run the call center. Management activities include training, coaching, onboarding, scheduling, forecasting, and more. The ultimate goal of managers is to ensure an efficient and successful contact center that meets or exceeds key KPIs and drives business goals.

Call Center 52

Call Center Management Average Handle Time Gamification 52

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. WFM is a set of processes that helps optimize employee productivity. How does WFO work in the Call Center? But what makes WFO different from WFM? Let’s take a look.

Management 86

Management Gamification Quality management Schedule adherence 86

OctopusTech

JULY 27, 2022

Call center agents can effectively utilize the call monitoring programs and improve the level of customer satisfaction. Contact centers that are struggling with quality assurance can identify the best call center practices and implement them on the journey ahead. Create a script.

Best practices 62

Best practices Call Center Scripts Feedback 62

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Using the right approach will enable your organization to deliver better service, protect callers and agents and ensure customer contacts result in positive outcomes.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Using the right approach will enable your organization to deliver better service, protect callers and agents and ensure customer contacts result in positive outcomes.

Quality management 40

Quality management Management Scripts Call flow 40

Noble Systems

FEBRUARY 4, 2019

According to a Forrester report, employees want continuous feedback. One solution that has gained popularity in recent years for its ability to provide continuous feedback to employees, particularly those in contact centers, is gamification. Improves employee morale. Sustains employee engagement.

Gamification 62

Gamification Feedback Morale Employee engagement 62

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

JustCall

DECEMBER 10, 2020

The quick resolution power of agents comes from experience, that begins with effective call center training. Man­agers supervising a call cen­ter or a contact center know that their agents require regular call center train­ings. Increase Employee Engagement With Sessions. This increases employee engagement.

Best practices 52

Best practices Call Center Sales Average Handle Time 52

Noble Systems

FEBRUARY 4, 2019

According to a Forrester report, employees want continuous feedback. One solution that has gained popularity in recent years for its ability to provide continuous feedback to employees, particularly those in contact centers, is gamification. Improves employee morale. Sustains employee engagement.

Gamification 47

Gamification Feedback Morale Employee engagement 47

CSM Magazine

SEPTEMBER 28, 2018

Scripts, protocols, rules, and regulations often keep front-line service people in a less-than-authentic stance. I have frequently listened to the banter and boisterous communications among contact center agents in the breakroom that then got muffled and stymied when the agent returned to dialogue with customers.

Customer Service 55

Customer Service Front-line service Scripts Contact Center 55

JustCall

AUGUST 10, 2022

Live call coaching, recording, transcripts, and swift closure of deals with call intelligence. It also integrates with third-party solutions like HubSpot, Zendesk, Pipedrive, and Intercom, giving you the ability to create an all-rounded, robust contact center solution. JustCall gives back 12 hours per week per rep on average.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

Verint

DECEMBER 13, 2017

Autoscoring your quality management forms and evaluating your calls using automated quality solutions can help your organization quickly, easily and objectively evaluate every recorded call for script adherence and other customer service requirements. Increase Employee Engagement by Providing Transparency.

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Quality management 26

JustCall

APRIL 5, 2023

Talkdesk often comes up as a worthy VoIP alternative, all thanks to its robust artificial intelligence (AI)-powered contact center tools. JustCall Overview JustCall is a VoIP business phone system and contact center software. However, an opaque pricing process and lack of flexibility can make users skeptical.

voip 52

voip Interactive Voice Response APIs Contact Center 52

CSM Magazine

AUGUST 8, 2023

Discover the secret to agent wellbeing in your contact centre with hints and tips that work. Bob Dylan once sang, ‘The Times They Are a-Changin’ and when it comes to prioritising employee engagement, this is certainly true. 5 Common Sense Tips for Driving Employee Engagement 1. Then apply a little common sense.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

JustCall

DECEMBER 1, 2022

The need of the hour is for managers of work from home call centers to assist, interact and engage with their home agents using a range of reporting, monitoring and management tools. Track real-time stats to make sure your contacts are working profitably. Provide Regular Feedback And Coaching. Optimize your strategies.

Call Center 52

Call Center Management Agent burnout Scripts 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Don’t send an annual survey to see if they’re satisfied with your products, contact center or delivery performance. Share responsibility and construct a common goal.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Russel Lolacher

MAY 8, 2022

Well, I am because I’ve spent a lot of time, you know, in contact centers and helping people with that side of the of the customer experience. A lot of contact centers, you might actually be you have great intentions of, you know, wanting to do what’s best for the customer. So how do you include them?

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Consulting Consulting Personalization Contact Center 52