CCNG

SEPTEMBER 27, 2023

Every contact center has some sort of knowledge base, whether it’s a depository of articles with a search bar at the top of the screen, an electronic library with categories of articles, a notebook, or even those sticky notes around the agent’s monitor and desk. More time, more money, and more frustration.

Management 195

Management Average Handle Time Self service First call resolution 195

CCNG

FEBRUARY 14, 2024

This knowledge can be in a SharePoint site or in a software solution with a depository of articles and a search bar for the agents to put in keywords. Some companies have built their own proprietary knowledge bases. Of course, that takes away from their coaching and mentoring time, which impacts CSAT and NPS.

Contact Center 195

Contact Center At home agents Coaching Management 195

Fonolo

JANUARY 31, 2023

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. Mentoring or coaching With the right guidance, there’s always an opportunity for one-on-one learning, which can be very effective. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

Calltools

JANUARY 10, 2024

Create a Knowledge Base Creating a knowledge base provides a helpful resource for your call agents to use when customers ask frequently asked questions. This knowledge base serves as a guide for agents to find fast answers to repeat questions and allows agents to resolve customer issues faster.

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Call Center 52

Balto

JANUARY 22, 2024

We’ll help you understand how generative AI can skyrocket your contact center’s efficiency, improve data analysis capabilities, streamline QA and coaching processes, and make customers happier. The manual, time-consuming approach means that you’ll have to compromise and make your coaching sessions much more generic than they should be.

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

SharpenCX

JUNE 30, 2021

And if you use a platform like Sharpen’s , you can pair your omnichannel service with training and coaching all in the same platform. Project 2: Create a Compelling Coaching and Training Program (& Make Use of These Resources!). Productive coaching and training doesn’t just happen organically. Learn More ]. Read More] .

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

NobelBiz

OCTOBER 31, 2023

If you want to level up your call center game, don’t miss this episode with Michael Tamer, the Contact Center Coach. We dive deep into frontline leadership, innovative coaching techniques, and training strategies that can take your team’s performance to new heights. Tune in now and supercharge your call center training!

Customer Support 105

Customer Support Contact center software Call Center Analytics 105

Balto

JUNE 13, 2022

When managers have to interact with customers due to an escalation, it pulls them away from agent coaching, training, and other duties that can help reduce other escalations. Training also requires coaching on handling escalations. Maintain a Deep Knowledge Base and Playbooks. Use Real-Time Coaching.

Management 52

Management Contact center software Coaching Contact Center 52

CX Global Media

JULY 3, 2018

Here is an edited transcript of our interview: Jim Rembach : Hey this Jim with Call Center Coach and I’m here with one of our board members Nate Brown of United Laboratories. It’s predictive analytics, it is AI, it is about your knowledge base. Your old traditional knowledge base. Nate Brown : My pleasure.

Contact Center 185

Contact Center Coaching Call Center Analytics 185

Calltools

DECEMBER 14, 2022

Create a Knowledge Base. One way to help improve your first call resolution rate is to create a robust knowledge base for your contact center agents. The easy-access knowledge base enables them to quickly resolve customer inquiries on the first point of contact. Provide Call Coaching for Newer Agents.

First call resolution 52

First call resolution Interactive Voice Response Coaching Call Center 52

SoliCall

AUGUST 2, 2023

2 – Performance Feedback and Coaching. Regularly evaluate their performance and provide individual coaching sessions to address areas of improvement. Regularly update training materials to keep agents informed about new processes and procedures. 3- Clear Performance Metrics. 6 – Continuous Skill Development.

Call Center 52

Call Center First call resolution Construction call center software 52

SharpenCX

JUNE 22, 2021

Step 2: Curate an internal knowledge base. This is where an internal knowledge bases come in handy. First off, what is an internal knowledge base? An internal knowledge base is like your team’s FAQ page. They also encourage self-coaching. More autonomy is a good thing in the call center.

Call Center 67

Call Center Coaching Analytics Employee engagement 67

CX Global Media

AUGUST 30, 2017

Coaching and training agents is a vital role that supervisors must perform to obtain peak performance. But I was unable to see what activities and tasks they conducted to properly diagnose, coach, and track their activities. Then you’ll better understand the impact coaching has on moving key metrics. Click to Tweet.

Contact Center 149

Contact Center Coaching Education Call Center 149

JustCall

OCTOBER 19, 2023

Call Monitoring: Contact center managers can use a virtual call center software to: Remotely monitor agent calls in real-time Ensure quality service Provides opportunities for coaching and training using screen sharing and call recording features Onboard new agents and continuously develop their skills 1.

virtual call center 52

virtual call center Sales call center software Scripts 52

DMG Consulting

AUGUST 10, 2023

In order to provide in-the-moment guidance, these solutions locate and pull information in real time from disparate systems and databases (including knowledge bases) and combine it with contextual insights about the interaction from the agent’s desktop and/or conversation.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

Outsource Consultants

APRIL 12, 2021

Coach walks in with brand new pads and your slick designer uniforms, uttering some version of “To play like champions, we need to look like champions.”. Here are some ideas: Leverage a knowledge base. Training Tip: Have the trainer ask a question, and have the trainees search for answers in the knowledge base.

Management 125

Management outsourcing Average Handle Time Gamification 125

CSM Magazine

SEPTEMBER 30, 2022

Joint runner-up: Implements self-service, updates knowledge base and adds agent coaching to increase topline revenue. To remedy this and improve talk times, new IVR messages were implemented; the knowledge base updated, additional coaching given, FAQs added to help agents, and processes streamlined.

Analytics 52

Analytics Coaching Interactive Voice Response Customer centricity 52

TechSee

SEPTEMBER 29, 2020

Improve AHT with knowledge bases. To improve AHT , develop a robust knowledge base and use cheat sheets that explain specific handling protocols to ensure faster resolutions. ” Techniques to optimize time. Accelerate resolutions with AI-powered agent assistance.

Call Center 196

Call Center Self service Gamification Contact Center 196

Balto

JANUARY 22, 2024

BaltoGPT then processes a database of calls in seconds, generating readable, clear insights, such as: Once you have your agents’ strengths and weaknesses in hand, you can approach your coaching strategies with not just intuition but data-backed insights — gathered in seconds, not hours.

Contact Center 52

Contact Center Coaching Construction Feedback 52

Balto

JANUARY 22, 2024

BaltoGPT then processes a database of calls in seconds, generating readable, clear insights, such as: Once you have your agents’ strengths and weaknesses in hand, you can approach your coaching strategies with not just intuition but data-backed insights — gathered in seconds, not hours.

Contact Center 52

Contact Center Coaching Construction Feedback 52

Balto

JUNE 12, 2023

The top tools used were agent training (46.65%), Customer Relationship Management (CRM) tools (42.68%), and knowledge bases (36.48%), and bringing up the rear were none of the above (5.71%), and gamification tools (9.43%). Agents need 4+ coaching sessions before they can fully implement a new skill.

Contact Center 52

Contact Center Coaching Gamification Upselling 52

Outsource Consultants

SEPTEMBER 14, 2021

Here’s what you can do now: Knowledge Base: Consider implementing a central source of truth to assist your agents across common customer queries. Knowledge base software can unify your process, reduce agent error, and has been proven to increase first-call resolutions and improve agent satisfaction.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

DMG Consulting

DECEMBER 2, 2022

These AI-based assistants function as virtual coaches, providing agents with context-based guidance obtained from knowledge bases, FAQs, intranets, and other sources as needed to improve agent efficiency, accuracy, and quality.

Coaching 48

Coaching Average Handle Time Contact Center Analytics 48

TechSee

OCTOBER 10, 2019

Implement collaboration tools: Consider bringing reps closer together in the virtual sense, using technology such as instant messaging apps or in-house social networks, enabling agents to check the availability of subject matter experts, work together on documents, access internal knowledge bases, or share screens.

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

Hodusoft

JULY 19, 2023

Call Monitoring and Whisper Coaching: Managers or supervisors can listen to live calls to monitor agent performance and provide real-time guidance through Whisper Coaching. Real-time dashboards help supervisors monitor operations and make data-driven decisions.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

SharpenCX

APRIL 22, 2021

The good news: you can coach agents to effectively handle these situations and calm customers down. Coach agents to listen and resist the urge to be defensive. Coach agents to stop anger in its tracks. Read Next] 3 tactics to level-up your call center coaching with speech analytics.

Scripts 128

Scripts Coaching Call Center Accountability 128

Balto

JUNE 29, 2022

It listens for key phrases and provides information from a company’s knowledge base to assist agents in handling customer calls. If a keyword isn’t in a knowledge base, it doesn’t register. Team members using agent assistant have to read through knowledge base results that may or may not be relevant to the conversation.

Coaching 52

Coaching Average Handle Time Contact Center Upselling 52

SharpenCX

JUNE 12, 2023

Agents can voice concerns and share ideas, while managers can provide coaching tips and feedback. This may also mean updating and maintaining your internal knowledge base for quick, contactless agent answers. Share Feedback in the Moment Real-time coaching keeps one-time mistakes from turning into bad habits. Think again.

Coaching 67

Coaching Morale Contact center software Call Center 67

CSM Magazine

DECEMBER 11, 2023

It’s essential to provide clear paths for agents to advance their skills, knowledge, and job roles within the organization. This can be achieved by rolling out training and development programs, offering coaching and mentoring, and providing opportunities for job shadowing and cross-functional experience.

Contact Center 52

Contact Center Coaching Analytics Call Center 52

Vistio

APRIL 8, 2024

One of the most powerful ways to improve call center coaching and enhance learning is through understanding the psychology behind intentional practice. Active learning is crucial to both agents’ skill development as well as their knowledge development.

Education 52

Education Feedback Coaching Contact Center 52

Fonolo

APRIL 8, 2021

Provide regular training and coaching sessions with focus on improving FCR. Create an internal knowledge base. This knowledge base can be internal so only members of your contact center team can access it. Train them on techniques and best practices. 8 Simple Ways to Improve Agent Performance in the Call Center.

First call resolution 129

First call resolution Interactive Voice Response Call Center Best practices 129

Myra Golden Media

APRIL 11, 2023

Contact centers can optimize performance by implementing a training program that focuses on developing the skills and knowledge of your agents. This could involve training on product knowledge, customer service skills, and communication techniques. My Customer Service Master Class might be a good fit for training on soft skills.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

DMG Consulting

MARCH 2, 2021

These applications are intended to enhance team-building, promote use of knowledge base and eLearning content, encourage peer-to-peer mentoring, and recognize and reward agents who perform an essential and often difficult job for an enterprise. .

Gamification 87

Gamification At home agents Employee engagement Contact Center 87

Connect

APRIL 18, 2024

The technology can also boost agent productivity with automation, real-time guidance, and performance coaching and enhance operational efficiency by reducing costs, optimising resources, and enabling data-driven decisions.

Virtual Agent 74

Virtual Agent Chatbots Average Handle Time Engineering 74

Balto

SEPTEMBER 6, 2023

If we had to make a list of reasons why your prospect didn’t consider your offering, ineffective coaching and lack of personalization would claim the top spots. Sales call recording solutions provide you with the insights you need to highlight problems that lead to lost deals and coach your reps more effectively.

Sales 52

Sales Coaching Best practices Construction 52

Real Blue Sky

JULY 12, 2022

Training is about much more than onboarding; it is about ongoing coaching, using the right tools, and keeping people engaged so they can deliver excellent experiences for customers. Self-Serve Knowledge. A self-serve knowledge base is another great technology tool to offer your agents. Conclusion.

Contact Center 52

Contact Center Gamification Coaching Analytics 52

TechSee

JANUARY 14, 2020

AI makes personalized real-time agent coaching possible based on speech-to-text transcriptions and analytics, enabling agents to receive helpful feedback while they are speaking with the caller, instead of days or weeks later. Computer-Vision powered self-service. The future of customer service is human-machine collaboration.

Call Center 124

Call Center Virtual Agent Self service Contact Center 124