Playvox

AUGUST 15, 2022

Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Recent research by Playvox sheds new light on the state of contact center remote work.

Contact Center 77

Contact Center Gamification Surveys Management 77

Balto

AUGUST 22, 2022

Contact centers have been around since the1960s, and while much of the technology has changed, much has remained the same. Without some creative freedom, employee engagement can take a downward spiral. Empowering Agents in the Contact Center. Blair Pleasant President & Principal Analyst, COMMfusion LLC.

Contact Center 52

Contact Center Scripts Gamification Coaching 52

Serenova

JULY 23, 2019

Most contact center agents are initially motivated by the need to pay their bills and put food on the table, but that need can usually be met elsewhere if they don’t discover more purpose. So, how can you keep agents motivated to not just clock in, but to thrive and be fully present? Create Variety throughout the Day.

Contact Center 56

Contact Center Gamification Morale Employee engagement 56

TechSee

JUNE 4, 2019

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.

Call Center 117

Call Center Technology Gamification Coaching 117

COPC

JANUARY 15, 2024

has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we explore how organizations can reduce early attrition. This second installment of the series will offer insights into onboarding best practices for new employees. 

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Fonolo

JANUARY 31, 2023

Contact center training in the most successful contact centers is an ongoing process — for every employee from the top down. Training topics may include things like: Compliance training QA training Technology/software training Sales/customer service training Why is Call Center Training So Important?

Call Center 141

Call Center Contact Center Coaching Gamification 141

Call Center Weekly

MARCH 9, 2018

By Elaine Carr, CPLP Several years ago while interviewing for my job at ICMI, an employee asked me, “What’s the biggest training obstacle for contact centers?” It should be part of a greater corporate strategy, or at least the contact center strategy. I thought for sure this must be a trick question.

Contact Center 143

Contact Center Gamification Transportation outsourcing 143

Noble Systems

MARCH 30, 2020

Contact centers, like businesses in all industries, are making every effort to keep employees safe without disrupting customer care during the current Coronavirus outbreak. These measures are vital, as high call volumes are a major challenge for contact centers during times of crisis. Optimize scheduling.

Management 90

Management Gamification Contact Center Coaching 90

JustCall

MARCH 14, 2023

Employees are among the most valuable assets of any business, but they are even more significant when it comes to call centers and contact centers. Promoting employee productivity is paramount to ensure not only employee fulfilment but also customer satisfaction and operational efficiency.

Gamification 52

Gamification Call Center Morale Contact Center 52

TechSee

MARCH 7, 2019

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Contact centers are ready for change. Today’s limited Virtual Employee Assistants. Gamification. Building a better VEA.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Fonolo

APRIL 5, 2022

The cost of investing in the wrong leader is exorbitant– call center attrition and customer dissatisfaction are sure to increase if you do. How to Foster Agent Engagement in a Hybrid Contact Center. Call center agents don’t have easy jobs. Agent Engagement Will Be Critical for Contact Centers in 2022.

Call Center 99

Call Center Contact Center Gamification Construction 99

Fonolo

DECEMBER 13, 2022

It’s a win-win both for agents, who get career development and advancement, and call center leaders, who are given the opportunity and resources to nurture and develop their staff’s skills in alignment with the key goals they have for their call center. . FCR is one of the most important KPIs in a call center. . Our advice?

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

Fonolo

JANUARY 29, 2019

You may know a few of these already, but trust us: It never hurts to revisit some of the pivotal advancements, trends, stats, and interesting facts that have made waves in the call center industry (both past and present). The global cloud-based contact center market is expected to grow from (what was) USD 6.80

Call Center 85

Call Center Airlines Contact Center Self service 85

Noble Systems

OCTOBER 30, 2019

Training presents the opportunity to understand what is needed to motivate and help them succeed. Setting and clearly communicating goals will provide direction for these employees and help them focus on what’s important (so they’re not spending their time sucking the life force of the rest of the team). Establish goals.

Gamification 69

Gamification Call Center Accountability Best practices 69

RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. So, without further introductions, let’s go ahead and get started.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP.

call center workforce 52

call center workforce Call Center Management Gamification 52

JustCall

NOVEMBER 16, 2022

It is a great way to apprise and educate employees of call center about the changes in the organization without them having to deal with the discomfort of sitting through monotonous presentations or face-to-face classroom sessions. Strategies To Use When Building eLearning For Call Centers. More To Multitask!

Call Center 52

Call Center Consulting Consulting Education 52

JustCall

APRIL 5, 2023

Talkdesk often comes up as a worthy VoIP alternative, all thanks to its robust artificial intelligence (AI)-powered contact center tools. JustCall Overview JustCall is a VoIP business phone system and contact center software. However, an opaque pricing process and lack of flexibility can make users skeptical.

voip 52

voip Interactive Voice Response APIs Contact Center 52

JustCall

AUGUST 10, 2022

It also integrates with third-party solutions like HubSpot, Zendesk, Pipedrive, and Intercom, giving you the ability to create an all-rounded, robust contact center solution. Advanced analytics : The data visualization and analytics feature make it easy to present your team’s results and make real-time decisions. Image Source.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52