Balto

JANUARY 22, 2024

We’ve seen generative AI being applied in different industries with great results, specifically in the contact center domain. This blog aims to uncover the numerous use cases of generative AI in the modern contact center. Monitor and Ensure Compliance Maintaining compliance is foundational for your contact center.

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Contact Center Coaching Average Handle Time Scripts 52

AWS Machine Learning

DECEMBER 21, 2023

Despite contact centers being under constant pressure to do more with less while improving customer experiences, 80% of companies plan to increase their level of investment in Customer Experience (CX) to provide a differentiated customer experience. Refer to Supported Regions to learn more.

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Contact Center Scripts Interactive Voice Response contact center solutions 87

CX Global Media

AUGUST 30, 2017

In my 20+ years in the contact center industry, the past three years elevated this one word to utmost importance. In our rapid paced contact center environments, we must have “focus”. This ONE WORD unleashes contact center peak performance.” You need to automate contact center supervisor activities.”

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Contact Center Coaching Education Call Center 149

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

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Contact Center Wireless Scripts Average Handle Time 117

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.

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Contact Center Interactive Voice Response Morale Abandon rate 125

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?”.

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Contact Center Call Center Average Handle Time Real estate 334

CCNG

SEPTEMBER 27, 2023

Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. The already frustrated customer is now stuck in a queue with a long wait; that’s because staffing levels are down because contact centers don’t have enough customer-facing workers. It’s a vicious cycle.

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Management Average Handle Time Self service First call resolution 195

Balto

JANUARY 22, 2024

In the contact center, generative AI can make after-call summaries, enhance customer service chatbots, and even uncover transformational insights that have significant impacts on your contact center. BaltoGPT is generative AI trained on contact center conversations.

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Contact Center Coaching Construction Feedback 52

Balto

JANUARY 22, 2024

In the contact center, generative AI can make after-call summaries, enhance customer service chatbots, and even uncover transformational insights that have significant impacts on your contact center. BaltoGPT is generative AI trained on contact center conversations.

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Contact Center Coaching Construction Feedback 52

CX Global Media

JULY 19, 2018

Contact center quality is transforming just like many other aspects of contact center operations. Meeting with Jim Iyoob from Etech Global Services at IQPC’s Customer Contact Week provided a great perspective on getting more value from contact center quality and most specifically the call monitoring process.

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Contact Center Call Center Coaching Management 172

Customer Service Life

FEBRUARY 28, 2023

I’ve come to the realization recently after seeing several demos of various CCaaS (Contact Center as a Service) platforms that there’s a flaw in the whole selling process. It’s at this point in the meeting that they reveal the millions of metrics available to any contact center leader who adopts the platform.

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Contact Center Metrics Schedule adherence Average Handle Time 83

Balto

JUNE 12, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email In today’s economy, contact center leaders are tasked with doing as much as possible with as few resources as possible. We talked to 400+ contact center leaders about exactly this phenomenon in order to understand how they are doing more with less.

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Contact Center Coaching Gamification Upselling 52

SharpenCX

MAY 16, 2022

Outbound contact centers are often considered synonymous with spammers, but when run ethically and with the right purpose, they can play a critical role in deepening your relationships with your existing customers and connecting with new ones. Inbound Vs. Outbound Contact Centers. Best Outbound Contact Center Solutions.

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Contact Center Scripts Call Center call center software 67

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Consider the following questions.

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Contact Center Call Center outsourcing contact center solutions 105

CX Global Media

JUNE 26, 2018

I met with Justin Robbins at the Contact Center Expo and we shared some observations with each other on what is going on in the industry. Of course, we were unable to avoid discussing what’s going on with Artificial Intelligence in Contact Centers and what affect it is having – and may have on our industry.

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Contact Center Coaching Scripts contact center solutions 180

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.

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Contact Center Gamification Call Center Average Handle Time 176

DMG Consulting

JANUARY 5, 2023

Question: What are some tools our supervisors can use to assist and coach our remote agents? Answer: Contact center technology vendors offer several capabilities to help supervisors work effectively with agents, whether they are on-site or remote. appeared first on DMG Consulting.

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Coaching Contact Center Consulting Consulting 48

CSM Magazine

DECEMBER 11, 2023

In order to address this issue, contact centers must prioritize agent retention as a key strategy for success. Provide Clear Career Progression Paths One of the main reasons why agents leave contact centers is due to the lack of career progression opportunities.

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Contact Center Coaching Analytics Call Center 52

24-7 InTouch

NOVEMBER 10, 2020

Measuring, monitoring, and managing quality is a necessity in the contact center industry. Choosing or creating the right technology to monitor QA can save front-line supervisors hours per week that can instead be used to improve coaching and agent interactions. INTRODUCING: QUALITY ASSURANCE.

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Contact Center Coaching Technology Best practices 98

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. The contact center is the heartbeat of every company. Advanced Technology in the Contact Center. Call centers are also turning to speech analytics to help with training in the contact center.

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Contact Center Gamification Coaching Analytics 52

Callminer

JUNE 9, 2020

Enable Ongoing Agent Coaching : Efficient agent training is not a do-it-once kind of deal; you must continually nourish and cultivate your team. Agent coaching sessions provide ongoing training to your agents, so they may learn from their experience and work to improve on AHT, without sacrificing service and customer satisfaction.

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Average Handle Time Best practices Call Center Coaching 182

Customer Service Life

JANUARY 7, 2021

They boast a number of benefits for contact centers handling text-based support channels like email, chat, SMS, social media, and more, including: Improved speed and accuracy when interacting with customers. In contact centers handling text-based customer interactions, it’s not a question of whether or not agents use macros.

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Contact Center Average Handle Time Scripts Banking 92

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? A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

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Contact Center Interactive Voice Response Management Gamification 52

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Consider the following questions.

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Contact Center Call Center outsourcing contact center solutions 52

SharpenCX

MARCH 25, 2021

Download Now] Use your contact center’s data to improve the customer experience today. But how can you effectively coach and improve the performance of a dispersed workforce? And using data from real customer conversations gives you the context you need to effectively coach your team.

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Coaching Analytics Call Center Quality management 67

SharpenCX

JUNE 2, 2021

And, you can help your agents deliver on this expectation with your call center quality assurance program. . In fact, 37% of companies lack time to collect and analyze their QA data, 31% struggle to have the time and resources to coach and train people to read the data, and 25% lack the necessary technology to do so.

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Coaching Call Center Scripts Analytics 67

Balto

AUGUST 22, 2022

Contact centers have been around since the1960s, and while much of the technology has changed, much has remained the same. So, it’s no wonder that when jobs are plentiful, and agents have choices, contact centers experience as much as a 100% annual turnover rate. A Technology-Based Approach Advances the Role of the Agent.

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Contact Center Scripts Gamification Coaching 52

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? Your Knowledge Base is Hurting Your Agents. What Your Call Center Agents Rant About on Social Media.

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Contact Center Call Center Scripts Coaching 81

Balto

DECEMBER 4, 2023

Every contact center has the capability to add value to their company through customer acquisition. Get Clear on the Goal and Mission of Your Contact Center First, define what you’re trying to accomplish in your contact center. That’s the power of a centralized contact center. What is it?

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Contact Center Scripts Gamification Multichannel 52

SharpenCX

JANUARY 27, 2021

Keep them in your internal knowledge base, so when agents feel stuck, they have a reference point to get back on track. But don’t let these scripts replace any coaching methods or strategies you have in place (your agents aren’t robots!). Read Next] Get real about coaching your agents for every customer scenario.

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Scripts Coaching Surveys Accountability 67

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.

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Contact Center outsourcing Coaching Consulting 92

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.

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Contact Center Analytics Marketing First call resolution 97

CSM Magazine

OCTOBER 4, 2022

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers. Automated Call Summaries and Real-Time Agent Assist automate post-call work and help contact center agents respond with empathy and speed.

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

SharpenCX

MAY 27, 2021

So today, let’s dive in on what customer service research reveals as the top three priorities for contact centers this year. Today’s strongest contact centers meet the omnichannel expectation. You can monitor for triggers in customer conversations (then respond and coach your agents on those triggers).

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Contact Center Customer Service Interactive Voice Response Chatbots 67

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.

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Contact Center Engineering Calibration Coaching 92

HGS

SEPTEMBER 30, 2015

Managing Knowledge Transfer During Contact Center Outsourcing Transition. Contact centers are often prone to transition. Applying contact center expertise to a new environment shortens the learning curve for new hires with no production experience. Contact Center. employee engagement.

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outsourcing Contact Center Management Coaching 100

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!

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Call Center Contact Center Coaching Gamification 141