Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. The role of a call center manager is complex and challenging. William Taylor.

Call Center 182

Call Center Management Scripts Coaching 182

Callminer

SEPTEMBER 23, 2020

Call centers that implement agent performance management solutions equip their agents with the ongoing coaching and training needed to perform at their best. “A good outbound sales script contains a strong connecting statement. Keep metrics in mind and up to date. Aim to connect. Work on vocal dynamics as well.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

NobelBiz

FEBRUARY 13, 2024

Call Whispering Call whispering allows supervisors to coach agents during live calls by providing them with information or advice without the customer hearing, improving the quality of service in real-time. NobelBiz elevates the concept of call whispering to new heights, integrating it seamlessly into their suite of call center solutions.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

JustCall

MAY 12, 2021

Sales Scripts. Sales content collateral, particularly cold calling scripts , email scripts , and SMS texts are vital to sales success. Framing sales scripts may not be tough for sales agents. Case Studies and White Papers . Sales Training and Coaching. Sales KPIs and Metrics.

Sales 52

Sales call center software Scripts call center solutions 52

Callminer

FEBRUARY 4, 2021

Download our white paper, The Vulnerability Blueprint: How to Identify, Support and Retain Vulnerable Customers , to learn more about how your organization can identify and support vulnerable customers. Now more than ever, organizations need to actively manage the Average-Speed-of-Answer (ASA) metric.

Call Center 345

Call Center Contact Center Finance Consulting 345

Callminer

APRIL 23, 2019

Train agents thoroughly on everything compliance-related and integrate PCI best practices into their scripts. These metrics can be measured by the phone systems or call center solutions – with or without recording the actual customer interaction. As service has become more complicated, so have the ways in which we measure service.

Best practices 159

Best practices Call Center Banking Contact Center 159

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Can you describe a time when you coached a team member to turn an upset customer into a satisfied one?

Management 207

Management Customer Service Consulting Consulting 207