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

The Northridge Group

MARCH 28, 2022

The benefits of data insights for healthcare contact centers are plentiful and therefore worthy of further exploration. A Fortune 50 Healthcare client wanted to better understand the drivers of their high incidence of repeat calls. The outcomes improved First Call Resolution, yielding a 30% reduction in customer contacts.

Healthcare 120

Healthcare Analytics Contact Center First call resolution 120

CSM Magazine

OCTOBER 18, 2023

Zenarate expands its AI Coach language capabilities to 79, the most in the industry, and adds new agent feedback reporting for AI simulation training. The company’s AI Coach platform now supports 79 languages, the most options in the industry. The addition of expanded language support is significant for global brands.

Coaching 59

Coaching Feedback Telecommunications First call resolution 59

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . But the bigger picture should be call center development for your staff and business.

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

The Northridge Group

AUGUST 19, 2020

At The Northridge Group, we frequently come to the aid of companies with struggling contact centers, but what about the ones already doing a pretty good job? An organization like this may question whether it’s worth seeking guidance to take their call center to the next level. Consider a baseball star like Anthony Rizzo.

Contact Center 145

Contact Center Coaching Call Center Wait times 145

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. Metrics for Evaluating Contact Center Agent Performance. The first rule of business performance management: don’t make decisions blindly.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Customer Relationship Metrics

MARCH 31, 2017

The farthest that many centers go is to simply ask “did I resolve your problem today?” How do you quantify First Call Resolution ( FCR )? It’s still not enough to simply measure the perception of whether the issue was resolved on the call today. Resolution metrics are tackled at the team level. Now you know.

First call resolution 63

First call resolution Interactive Voice Response Coaching Metrics 63

CCNG

SEPTEMBER 27, 2023

Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. Customer phone calls cost the company more money. Once the customer states the reason for calling, the agent needs to find the answer. Different ideas are constantly emerging as the new go-to strategy.

Management 195

Management Average Handle Time Self service First call resolution 195

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. Look no further than the travel industry, which is already reeling to meet Q4 demand spikes and record call volume. Tip the Scales with Technology.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

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

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? This technology is a component that takes calls and assigns them to the appropriate agent.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

NobelBiz

FEBRUARY 27, 2024

Hold Queues : Ensures calls are answered promptly, minimizing wait times. Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. This increases the likelihood of first-call resolution. Key Performance Indicators (KPIs) provide valuable insights.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Tethr

NOVEMBER 15, 2021

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. Depending on the report, data surfaced can be used to understand agent performance, improve coaching, refine products and services, and so much more.

Contact Center 98

Contact Center Analytics Marketing First call resolution 98

Myra Golden Media

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. But how can they achieve this? Learn more about Balto AI’s solutions here.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

CSM Magazine

JUNE 27, 2023

With Zenarate AI Coach, customer and prospect-facing agents master the skills necessary to succeed in their role before their first live interaction. Just like human-to-human role play, Zenarate coaches agents on tone, soft skills, and best and required practices throughout their role-play simulation.

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

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

Balto

JULY 28, 2022

You’ve got a contact center team of all-stars. However, call times are extensive, and escalations are prevalent. According to our revealing Real-Time Index report on contact center call trends, it could be the lack of active listening. ” The Positive Impact of Active Listening in Contact Centers.

Contact Center 52

Contact Center Coaching First call resolution Best practices 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

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.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Fonolo

JANUARY 21, 2021

TIP: Common KPIs for contact center agents can include Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction score (CSat). Your current contact center platform may have analytics features to track agent activity, but it’s not the only method available.

Call Center 176

Call Center Construction Average Handle Time First call resolution 176

SharpenCX

OCTOBER 27, 2021

Contact center leaders turned to customer and agent analytics to catapult performance to new heights. This month, we’re over the moon to give you a glimpse at what Centricity’s doing to move the contact center forward. They couldn’t walk the contact center floor and listen to snippets of calls.

Analytics 128

Analytics Coaching Contact Center Metrics 128

Serenova

AUGUST 25, 2020

There are two constants in the contact center. Customer expectations are evolving, and contact center leaders are working to elevate the customer experience. For this reason, workforce management has become a core focus of discussion amongst leaders looking to take their contact centers to the next level.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

Monet Software

DECEMBER 14, 2018

The college and pro football regular seasons are wrapping up, and every year that means one thing – some coaches will be out of a job. Coaching is important, whether you run a football team or a contact center. And if you’re not getting the most out of your coaching efforts, it will impact customer service.

Coaching 48

Coaching Average Handle Time First call resolution Quality management 48

Fonolo

OCTOBER 4, 2022

Picture this: Y ou’re the coach of a soccer team. The same goes for contact center management. If some agents are ill-equipped to handle certain calls, why have them answer the call in the first place? Enter skills-based call routing. 3 Tips to Improve Call Routing in Your Contact Center.

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

Vistio

MARCH 11, 2024

If you work in a contact center, you know just how crucial a well-trained agent can be. Common performance metrics to consider include increases in first-call resolution rates, reduction in handling times, lower employee turnover, and improvements in customer satisfaction scores.

First call resolution 52

First call resolution Contact Center Best practices Coaching 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. First-Call Resolution. Notice a call that got put on hold multiple times?

Contact Center 59

Contact Center Metrics Average Handle Time Management 59

NobelBiz

FEBRUARY 14, 2023

To provide top-notch customer support, contact centers need to have an exhaustive and comprehensive customer perspective. A 360-degree customer view is an approach that allows contact centers to gain a complete understanding of the customer through collecting and analyzing data from multiple sources.

Contact Center 52

Contact Center CRM Journey mapping Government 52

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

Robert Davis

NOVEMBER 7, 2019

Davis and Associates’ leadership continuous improvement process (CIP) and floor management strategy isn’t anything fancy, and most contact centers are already doing some or all of the tactics. Proper coaching is key to developing and retaining the right employees. Side-by-Side Coaching. Monthly Performance Review.

Contact Center 48

Contact Center Coaching First call resolution Accountability 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. 4 Tips to Reduce Call Abandonment in Your Contact Center.

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

Monet Software

JULY 17, 2018

For a contact center goal, you can do the same thing. For instance – your goal is to increase first-call resolution. work is integral to that objective: agents, managers, coaches, trainers, and customers if you can – if not, conduct a customer survey that asks what went wrong with that first call.

Contact Center 48

Contact Center First call resolution Scripts Coaching 48

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

CSM Magazine

NOVEMBER 2, 2023

” “We are thrilled to partner with Foundever and bring AI Coach to thousands of agents to ensure exceptional customer experiences for global brands,” said Brian Tuite, co-founder and CEO of Zenarate. To learn more about Zenarate’s AI Coach and its potential applications, visit www.zenarate.com.

Customer Experience 52

Customer Experience Coaching Telecommunications First call resolution 52

JustCall

MARCH 10, 2023

In an ideal contact center, all calls directly reach their destinations, and all agents handle every call perfectly. Customers do not have to wait in queues or be put on hold, and issues get resolved in the very first call. For starters, it may give your contact center a nudge towards digitization.

Call flow 40

Call flow Contact Center Scripts Interactive Voice Response 40

The Northridge Group

NOVEMBER 9, 2022

This article was originally published on Contact Center Pipeline and can be viewed here. As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical. The Role of QM in the Contact Center. How a robust QM program can remake the CX.

Contact Center 104

Contact Center contact center associations Brand ambassadors Coaching 104

NobelBiz

FEBRUARY 22, 2023

The data collected, measured, and analyzed for contact centers is an absolute gold mine. This article focuses on the crucial role of customer data analytics in contact center performance and customer experience. These reports also boost your call center and business intelligence by providing actionable data.

Analytics 52

Analytics Contact Center Call Center call center workforce 52