The Northridge Group

APRIL 8, 2024

But that’s only if this new technology is really understood and implemented correctly. We have a long-held belief (rooted in fact) that it’s nearly impossible to have effective processes and robust technology without trained people to manage and use them. In Part 1 of our series, we welcome Eric Ludwig from RISE Technology Advisors.

Technology 105

Technology Finance Government Healthcare 105

TeleDirect

OCTOBER 20, 2021

Effective Call Center Strategies | Customer Service Tips for Call Centers | Call Center Coaching from TeleDirect. In other words…it takes a great coach! Like any successful plan of attack, call center coaching and effective call center strategies demand excellence from management and agents. It takes careful planning.

Coaching 62

Coaching Call Center Business Process Outsourcing outsourcing 62

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.

Coaching 59

Coaching Feedback Telecommunications First call resolution 59

Callminer

APRIL 9, 2019

We’re delighted that CallMiner has been named by Call Centre Helper as one of the Top 10 providers of Contact Centre Software and Technology for the third year running with Eureka Coach.

Technology 182

Technology Coaching 182

CSM Magazine

APRIL 20, 2023

Zenarate, the leading Simulation Training solution, today announced that Startek, a global customer experience (CX) solutions provider, is using its AI Coach to provide immersive training to its contact center teams. Zenarate AI Coach is the “flight simulator” for customer and prospect engagement.

Coaching 59

Coaching Telecommunications Best practices Healthcare 59

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

Integrity Solutions

JUNE 23, 2020

Beyond Management 101, Sales Coaching Builds Company Culture. With all the turmoil in the market today, employee engagement, retention and productivity have never been more important to the health of a technology business. And there’s one specific management responsibility that can unlock all three: coaching.

Coaching 87

Coaching Sales Management Employee engagement 87

Amplifai Coaching Category

FEBRUARY 4, 2021

Coaching is one of the most significant tools we can use to deliver on the engagement and performance of our people – but we must develop our processes, our people and leadership skills, and our technology tools, in order to overthrow the pervasive challenges to achieving greater coaching effectiveness and supercharging contact center performance!? (..)

Coaching 52

Coaching Contact Center Technology 52

SharpenCX

OCTOBER 13, 2021

Some 32% of organizations were running their contact centers with cloud technology at the end of 2020. Whether your contact center intends to go back to the office or stay remote, the acceleration of digital transformation projects and jumps to cloud technology will continue. Trend One: Stay Agile with Remote Workforce Management.

Contact Center 128

Contact Center Technology Coaching Analytics 128

JustCall

JULY 29, 2021

It involves a continuous practice of coaching sales teams. In fact, sales coaching plays a role in raising a high-performing team of sales reps. But statistics show that with sales coaching, sales teams are able to attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 86

Coaching Sales Scripts Construction 86

JustCall

MARCH 9, 2023

Deploying the services of an artificial intelligence coach is a thing now. Organizations are using an AI call coach for sales reps looking to improve their job skills and enhance their training. In fact, middle-ranked agents are incrementally benefiting from an AI coach to improve their performance.

Coaching 52

Coaching Call Center Construction Best practices 52

JustCall

NOVEMBER 24, 2022

SaaS Labs has been selected as a Technology Fast 500 winner for 2022 by Deloitte, debuting at #28 on the list of Bay Area’s top 101 and #151 on the National ranking. The post SaaS Labs Featured On Deloitte’s 2022 Technology Fast 500™ appeared first on. ” The #SuperAgent Ecosystem.

SaaS 98

SaaS Technology Telecommunications Coaching 98

JustCall

MARCH 13, 2023

For many sales managers, sales coaching techniques are either too difficult to execute or too complicated to achieve. Whether you need to coach customer service teams right or coach newbies during the first call, using the right sales coaching methods is key. Here are 5 sales coaching techniques worth a try.

Coaching 40

Coaching Sales Feedback Metrics 40

SharpenCX

JUNE 2, 2021

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. Let’s consider four topics that will directly impact your call center QA and improve your training and coaching.

Coaching 67

Coaching Call Center Scripts Analytics 67

SharpenCX

MARCH 25, 2021

But how can you effectively coach and improve the performance of a dispersed workforce? Turns out, customer service analytics, including speech analytics, is one of the five technology trends in Gartner’s custom e r experience hype cycle this year. . 3 Ways to Use Speech Analytics to Improve Your Call Center Coaching.

Coaching 67

Coaching Analytics Call Center Quality management 67

Expivia

FEBRUARY 26, 2024

Preparing Your Contact Center for the Future: A Strategic Technology Roadmap Introduction In the rapidly evolving contact center industry, staying ahead means not just selecting the right technologies but also preparing your organization for their integration and use.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

CX Global Media

MAY 25, 2017

And Lori Bocklund has seen both happen in the current Wild West of contact center technology that exists today. Unstable Contact Center Technology. As Lori states, when it comes to contact center technology, all of this is happening. It’s like the Wild West out there with contact center technology.” Click to Tweet.

Contact Center 185

Contact Center Technology CRM Finance 185

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.

Coaching 48

Coaching Contact Center Consulting Consulting 48

Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? Smarter Coaching Is A Smart Investment.

Coaching 59

Coaching Call Center Average Handle Time Contact Center 59

Uniphore

JANUARY 24, 2022

Go Beyond Call Center Coaching with Real-Time Agent Assist. Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Current agent coaching is leading to customer—and agent—turnover. Better call center coaching creates—and retains—better agents.

Coaching 52

Coaching Call Center Average Handle Time Telecommunications 52

Talkdesk

JUNE 15, 2020

Now, let’s dive into the next step on your path toward turning every agent into a top performer: coaching and development! The proliferation of digital channels and self-service technology is shifting the focus of many contact center agents from time-consuming and repetitive tasks to more complex, revenue-generating customer interactions.

Coaching 78

Coaching Contact Center Self service Feedback 78

Aspect

JULY 9, 2019

Sign up today for a 30-minute one-on-one session with a coach, and we’ll spend time focusing on whatever you feel is most important. . Click here to reserve your complimentary 30-minute coaching session at ACE 2019. The post Meet the Coach at ACE 2019 appeared first on Aspect Blogs. We can’t wait to meet with you! .

Coaching 80

Coaching Management Technology 80

CSM Magazine

DECEMBER 8, 2021

Headquartered in Silicon Valley, Zenarate’s AI Coach is supporting the world’s largest brands to deliver 30-60% KPI lift. Zenarate’s AI Coach simulates any customer engagement scenario immersing customer-facing team members in real-life conversations while providing real-time coaching. About Zenarate.

Coaching 52

Coaching Contact Center Healthcare Scripts 52

CX Global Media

DECEMBER 13, 2017

There are 3 different generations of chatbot technology found in contact centers, websites, or in an APP experience. Learning about the different chatbot technologies will help you to avoid making uninformed decision that lead to bad chatbot performance and poor customer experiences. Types of chatbot technology. You can rule AI.

Chatbots 153

Chatbots Technology Coaching Contact Center 153

Contact Center Pipeline

JUNE 20, 2017

As I travel and speak with contact center leaders around the world, a very vocal set of customers tell me that their call recording and coaching programs have gone stale. Trapped under heavy versions of software applications from the likes of NICE and Verint, these contact center leaders feel stifled by their task to engage […].

Coaching 113

Coaching Contact Center Analytics Call Center 113

CSM Magazine

JUNE 28, 2022

AI Coach helps contact center leaders develop top-performing customer-facing teams with AI Conversation Simulation. Zenarate AI Coach helps leading brands develop top-performing customer-facing teams through AI conversation simulation. Zenarate’s AI Coach is used worldwide every day in over a dozen countries, including the U.S.,

Coaching 52

Coaching Contact Center Healthcare Scripts 52

Contact Center Pipeline

DECEMBER 4, 2019

When the topic of automation comes up, people often ask about the impact on agent engagement. Engagement is becoming increasingly important as it relates to employee churn, satisfaction and, ultimately, the customer experience.

Coaching 147

Coaching Customer Experience Contact Center Call Center 147

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Identifying individual or team skill gaps allows leaders to better offer coaching and support to agents that need it.

Coaching 52

Coaching Gamification Customer Service Quality management 52

Balto

JULY 18, 2022

Balto is delighted to partner with Converged Technology Professionals , a trusted business communications provider for contact centers. ” Chris Frey, VP of Cloud and Contact Center, Converged Technology Professionals. > About Converged Technology Professionals. > Read the full blog post on the Converged website.

Coaching 52

Coaching Contact Center Technology 52

Callminer

SEPTEMBER 19, 2017

Call center supervisors must continue to monitor metrics, measure results, and tailor ongoing training to ensure that agents’ needs are met and that call center activity is in line with objectives.

Call Center 182

Call Center Coaching Technology Metrics 182