Real Blue Sky

APRIL 17, 2023

The contact center is the primary hub of contact between your organization and your customers. It is critical that contact centers operate effectively to efficiently meet customer expectations. Ken Blanchard is credited with reminding us to “Take care of your customers or someone else will.”

Contact Center 98

Contact Center Metrics Technology Self service 98

The Northridge Group

SEPTEMBER 13, 2023

Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. The need for robust Quality Monitoring and training can be especially apparent in the contact centers of state and federal government agencies due to the unique nature of the environments they operate in.

Government 67

Government Contact Center Coaching contact center associations 67

Contact Center Pipeline

OCTOBER 17, 2018

Not dentist-root-canal painful, more like exercising-again-after-taking-a-longer-break-than-you-should-have painful. If you’re in call center management, you’re […]. Fair warning: Reading this article could be painful for you.

Contact Center 190

Contact Center Call Center Management 190

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

Taylor Reach Group

JUNE 9, 2020

These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to go in because of the pandemic. Those who chose to make the contact center their temporary dwelling did so without the ability to take showers.

Virtual Agent 129

Virtual Agent Contact Center outsourcing Government 129

Real Blue Sky

APRIL 17, 2023

The contact center is the primary hub of contact between your organization and your customers. It is critical that contact centers operate effectively to efficiently meet customer expectations. Ken Blanchard is credited with reminding us to “Take care of your customers or someone else will.”

Contact Center 52

Contact Center Metrics Technology Self service 52

Real Blue Sky

APRIL 17, 2023

The contact center is the primary hub of contact between your organization and your customers. It is critical that contact centers operate effectively to efficiently meet customer expectations. Ken Blanchard is credited with reminding us to “Take care of your customers or someone else will.”

Contact Center 52

Contact Center Metrics Technology Self service 52

Real Blue Sky

APRIL 17, 2023

The contact center is the primary hub of contact between your organization and your customers. It is critical that contact centers operate effectively to efficiently meet customer expectations. Ken Blanchard is credited with reminding us to “Take care of your customers or someone else will.”

Contact Center 52

Contact Center Metrics Technology Self service 52

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

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Agents who felt their contact centers were handling remote work well told us they appreciated: Clear expectations. Communication.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Fonolo

FEBRUARY 1, 2018

Remember, it’s not just the initial training that’s important; creating a culture of continuous learning is also essential to the success of your contact center. If you exercise regularly, you understand all the benefits. Provide morning and afternoon exercise breaks of at least 20 minutes. Walk, Smile, Repeat.

Contact Center 92

Contact Center Call Center Metrics Feedback 92

Spearline

MARCH 23, 2021

Frustrated customers can create uncomfortable situations for your contact center agents, damaging their morale and the working environment. You risk losing the company's credibility and, more importantly, harming the consumer if the contact center is not well equipped to handle customers' calls in any of these situations.

Contact Center 98

Contact Center Morale Telecommunications Wait times 98

Customer Service Life

MAY 6, 2019

During the rollout of this new style guide, we selected an issue type or contact driver that frequently aggravates customers, leading to dissatisfaction, and facilitated a journey mapping exercise to see the before, during, and after for that particular issue type. This added some awkwardness to the exercise. What worked.

Journey mapping 80

Journey mapping Contact Center Coaching Education 80

Taylor Reach Group

OCTOBER 31, 2021

First, why is it that corporate America, now that it has embraced the concept of remote contact center agents and hybrid work environments [1] , is so slow in adjusting its management processes to support these new deployment models? The much-ballyhooed Hybrid work environment presents challenges for contact center operators.

Contact Center 65

Contact Center Coaching Consulting Consulting 65

Tethr

JULY 31, 2020

According to one study, 74 percent of call center reps are at risk for burnout. According to cloud-based contact center Talkdesk, stress inside the call center environment has a serious impact on the well-being of the agent , the effectiveness of the call center and even the success of the company. Just breathe.

Contact Center 117

Contact Center Call Center Upselling Management 117

Customer Service Life

DECEMBER 18, 2018

How would you implement self-care initiatives into your contact center? Ongoing self-care & work-care discovery exercises that help set intentions and hold the individual accountable. In this interactive workshop, individuals will: Complete a self-discovery exercise. You have enough on your plate already though.

Contact Center 103

Contact Center Personalization Coaching Customer Service 103

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

Customer Service Life

NOVEMBER 5, 2018

Instructional design- There’s an entire science around instructional design — and while it would be nice for every contact center to have someone with a masters degree in the topic (like FCR), that may not be practical. The post 8 Essential Features for your Contact Center LMS appeared first on Customer Service Life.

Contact Center 79

Contact Center Education Government Healthcare 79

Playvox

JANUARY 5, 2022

While working from anywhere has its advantages, it also means leaders have the extra challenge of managing contact center agents in multiple locations. A great way to determine if your contact center team is engaged is to watch for behaviors commonly displayed by disengaged employees. What is Agent Experience?

Contact Center 72

Contact Center contact center workforce Gamification Coaching 72

Beyond Philosophy

FEBRUARY 3, 2022

On a recent podcast, Anna called into the I’m In a Pickle feature to use their journey mapping exercise findings effectively. In Anna’s case, I would start with a simple exercise to get the journey map off to a good and practical start. Then, we phoned the claim contact center. And guess what?

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

Monet Software

MARCH 20, 2019

How does your contact center assess potential agent candidates? Attrition remains high at most contact centers (the average is anywhere from 30% to 45%), so these are decisions that are vital to get right the first time. Perhaps some variation on “sell me this pen” would be a useful exercise during the job interview.

Contact Center 76

Contact Center Scripts Upselling Personalization 76

Taylor Reach Group

MARCH 8, 2019

What is a high performance contact center? So a High performance contact center is one that meets or exceeds the performance parameters or metrics expected of it. In contact center these parameters will include quantitative: grade of services, AHT, ATT, ASA etc., By Colin Taylor. measures.

Contact Center 95

Contact Center Accountability Entertainment First call resolution 95

Calltools

AUGUST 10, 2022

That means that the primary goal of a contact center should be providing a seamless and efficient customer experience. Agent training needs to include role-playing exercises that help them express this understanding. The post 5 Ways to Improve Customer Experience in a Contact Center appeared first on CallTools.

Contact Center 52

Contact Center Customer Experience Sales Call Center 52

CCNG

JUNE 29, 2021

an FDA audit) as a strange tool to use within the contact center space, but Jaedeanne Shaver and her team did exactly that in Alcon’s US Customer Service department and have been reaping the rewards ever since. One might view the rigor and structure of a health authority inspection (i.e.

CCNG 195

CCNG Contact Center Customer Service Management 195

NICE inContact

JUNE 5, 2019

However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. So how can you effectively “treat” your contact center with invaluable coaching medicine? Select the Right QM Platform.

Coaching 54

Coaching Contact Center Average Handle Time Quality management 54

Taylor Reach Group

JANUARY 6, 2023

As I look at the new and shiny year ahead, I wonder what delights and innovations and opportunities may lie ahead for Contact Center operations. . We have seen Contact Centers struggle to find and retain workers. We have seen more than 20 months of long wait times due to “higher than normal contact volumes”. .

Contact Center 117

Contact Center Healthcare Consulting Consulting 117

Balto

OCTOBER 31, 2022

With contact center turnover nearing 50% year-over-year, a lot of attention is given to how and why employees leave their place of work — and not enough is given to how they begin their time in the workforce. Supervisors are the contact center’s superpower if you unleash them. Use Onboarding to Get Personal.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Transparent BPO

JULY 9, 2019

Those exercises gave the agents a much better understanding of, and appreciation for, what the customer goes through, enabling them to more clearly showcase the benefits of having meds sorted and delivered. The post Contact Center Agent Acculturation: Bridging the Culture Gap appeared first on Transparent BPO.

Contact Center 95

Contact Center Gamification Entertainment Consulting 95

NICE inContact

SEPTEMBER 10, 2019

However; there a few things you should consider to develop the right mix: Don’t leave it to guesswork, conduct an exercise that uncovers the specifics of customer expectations across your touch points to find the right mix of channels for your unique client base.

Self service 60

Self service Contact Center Benchmark Customer Experience 60

SharpenCX

JULY 23, 2020

We’ve seen the typical call center in TV shows or in movies. This scene makes for good drama, but today contact centers look different. . Contact centers have a tendency to get stuck in the past, caught in a time capsule with outdated technology, rules and KPIs that grip to the exact reputation they’re trying to shake.

Contact Center 101

Contact Center Call Center Education At home agents 101

Customer Service Life

FEBRUARY 4, 2019

There are five such areas where I see significant gains for your contact center by upgrading in 2019 if you haven’t already. Slack has revolutionized contact center communication. That exercise led me to a variety of Slack applications, of which there are many. Integrate Slack with support tools.

Contact Center 67

Contact Center Chatbots Analytics CRM 67

NobelBiz

APRIL 20, 2020

Metrics like Customer survey ratings or average wait times will reveal a lot about the success of your contact center. Your managers may need to do call monitoring in order to understand the specifics of your contact center’s results. Why should Contact Centers have a call recording system?

Contact Center 52

Contact Center voip CRM Journey mapping 52

SharpenCX

MAY 12, 2020

Download Now: Help your agents get the hang of working in a call center with these 29 coaching techniques and facts. . The onboarding process in any call center can feel daunting. Contact center agents are the primary touchpoint your customers have with your company. It’s easy to get siloed within your department.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

SharpenCX

OCTOBER 1, 2023

When interacting with a customer, agents should be able to understand the holistic customer journey at a glance, including details like how long they’ve been a customer, their previous contact center interactions, purchase history, customer status or standing, previous issues, and more. How to exercise active listening.

Personalization 67

Personalization Customer Experience Interactive Voice Response Contact Center 67

Customer Service Life

JUNE 26, 2017

Ruth McCullen and Jeremy Watkin had the pleasure of having Virginia from Kingman Ink draw as we helped contact center leaders tell better stories. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. This article was originally published on the FCR blog on June 9, 2017.

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

Avaya

AUGUST 12, 2019

Are organizations attempting to use artificial intelligence (AI) in the contact center? Voice Self-service: Nearly half of organizations are using AI in the contact center to improve customer self-service. Yes, without a doubt. What exactly does this mean? What exactly does this mean?

Contact Center 50

Contact Center Chatbots Self service CRM 50

BlueOcean

MAY 29, 2019

Picture this: You’re in the RFP process for a new contact center partner. This isn’t just an imaginative exercise – it’s a situation we’ve witnessed in real life, with one of our own valued clients. Know what you should be looking for on your contact center site visit before you get there. Don’t go in blind.

Contact Center 74

Contact Center outsourcing Metrics Personalization 74