The Northridge Group
SEPTEMBER 13, 2023
When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting, insights, recommendations, training programs, and/or customized coaching.
aircall
AUGUST 18, 2021
But you can listen to recordings at your own time and gain the context needed for effective coaching. Doing so helps you give actionable feedback and coaching based on real-life scenarios— not assumptions. Call center analytics that keeps track of wait times, missed call rate, call volume, and more.
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Noble Systems
APRIL 21, 2020
It is important to develop a plan for training staff on new developments and protocols in response to updates of industry, healthcare and government standards and regulations. Companies need to proactively reach out to customers to keep them informed of any changes to hours, wait-times and services as a result of COVID-19.
Calltools
AUGUST 19, 2020
Queue Wait Time Consumers almost universally complain about phone queue wait times , particularly when it comes to a government agency like the IRS, but any extended wait will put them in the wrong mood for a successful transaction. Wait time should be one of your most important call center KPI benchmarks.
Customers That Stick
OCTOBER 30, 2014
I’ve been a paper boy, a janitor, a paint factory worker, a waiter, a bar manager, a bicycle mechanic, a track and field coach, a personal trainer, a librarian and now a program coordinator for the city of Sherwood, Oregon. While not an adherent to astrology, I am a true Cancer in that my work history is riddled with lateral moves.
3CLogic
JULY 8, 2022
Providing individualized coaching. For example, by making use of a solution that includes automatic call transcription and click-to-call technology, one government agency was able to save more than 650 hours’ worth of manual tasks in just 6 months. Offering professional growth opportunities. Enabling agents to work from any location.
aircall
JANUARY 7, 2022
Call whispering & live coaching. for example, has a telephone consumer protection act (TCPA) that governs the regulation of telephone solicitations. Power dialers focus on one call at a time, leading to more personal conversations. Aircall can be integrated into your existing CRM within a few minutes and a few clicks.
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