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

UJET

DECEMBER 9, 2021

Contact center employees are extremely important to the overall success and health of businesses. But call center employees can also be some of the least supported, hardest worked employees in the business – a sure-fire recipe for call center burnout. . What is Call Center Burnout?

Contact Center 72

Contact Center Call Center Metrics Contact center software 72

Jon Arnold

OCTOBER 16, 2020

Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contact centers need to manage, especially for improving the all-important CX – customer experience. Clearly CX involves many moving parts, and it’s not hard to see why contact centers are getting overwhelmed with this data deluge.

Big data 98

Big data Contact Center Analytics Metrics 98

Taylor Reach Group

AUGUST 23, 2017

Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. Contact Centers can generate an immense amount of data and reporting on just about anything that we could conceive.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66

NobelBiz

SEPTEMBER 5, 2023

Telemarketing and call center operations form the backbone of many businesses, enabling them to connect directly with their audience. Within this framework, the twin metrics of connection rate and contact rate play pivotal roles. It’s a pivotal metric that profoundly influences a call center’s performance.

Contact Center 59

Contact Center Telemarketing Telecommunications Call Center 59

SharpenCX

SEPTEMBER 29, 2021

We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. Use these four employee training templates as the starting point to improve retention in the contact center. . Your task list is long and overwhelming. Where do you start?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

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

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

NobelBiz

FEBRUARY 21, 2023

This is where the need for better management of callbacks in contact centers emanates. One solution to this problem is to increase the capacity of call center agents. However, if your contact center experiences occasional call spikes, hiring additional agents can increase agent downtime and costs.

Best practices 52

Best practices Contact Center Abandon rate Management 52

The Northridge Group

NOVEMBER 4, 2021

Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their managers, who must continually strike a balance between associate development and sustained business outcomes. Developing targeted exercises to identify challenges and overcome barriers.

Best practices 136

Best practices Coaching contact center associations Contact Center 136

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

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

NobelBiz

JANUARY 17, 2022

The AHT is a KPI that contact centers always strive to improve. Of course, there are rational answers to this organizational challenge, including reducing call center AHT while also ensuring quality work and performances. What is the Average Handling Time (AHT) for Contact Centers? To put it another way?

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Management 52

Taylor Reach Group

JANUARY 11, 2018

The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. The ‘fly in the ointment’ is increasingly becoming the underlying ‘contractual metrics’. The most common metrics included in CCO agreements are all quantitative: Service Level, AHT, abandon rate etc.

Contact Center 60

Contact Center outsourcing Calibration Abandon rate 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

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. Somehow, Transparent BPO broke record after record on all metrics, with a group of new agents.”

Contact Center 95

Contact Center Gamification Entertainment Consulting 95

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

BlueOcean

MAY 29, 2019

Picture this: You’re in the RFP process for a new contact center partner. Finally, you’re down to two choices – both options have versatile capabilities and impressive metrics. Finally, you’re down to two choices – both options have versatile capabilities and impressive metrics. You have a short list of participants.

Contact Center 74

Contact Center outsourcing Metrics Personalization 74

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

Fonolo

JANUARY 11, 2022

What is call center management? It’s exactly as it sounds — the daily management and care of a call center and all the employees who work there. Contact center managers have an incredibly important and robust role. They pave the way for the success of their call center agents, and by extension, the rest of the business.

Call Center 81

Call Center Marketing Management First call resolution 81

Vistio

MARCH 11, 2024

If you work in a contact center, you know just how crucial a well-trained agent can be. Common performance metrics to consider include increases in first-call resolution rates, reduction in handling times, lower employee turnover, and improvements in customer satisfaction scores.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

Playvox

AUGUST 25, 2022

All these singular actions can negatively impact service level metrics and the customer experience. How to Ensure Contact Center Agents Understand Their Impact. In order to demonstrate the impact, I’ve pulled in a few “Power of One” exercises from this article. Power of One Customer Care and Contact Center Exercises.

Personalization 85

Personalization Management Schedule adherence Average Handle Time 85

8x8

NOVEMBER 27, 2017

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. However, simply training your contact center personnel is not enough. Effective coaching can help maximize employee potential and significantly improve contact center effectiveness.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. However, simply training your contact center personnel is not enough. Effective coaching can help maximize employee potential and significantly improve contact center effectiveness.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. However, simply training your contact center personnel is not enough. Effective coaching can help maximize employee potential and significantly improve contact center effectiveness.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

CX Accelerator

OCTOBER 25, 2018

There is no doubt that the contact center industry is poised for massive changes. As Justin Robbins says, even the basic tool sets in most contact centers are broken. It is not too late for contact centers to fix the core and pave the way for the future. The bottom line is there is no "magic metric."

Journey mapping 140

Journey mapping Metrics Contact Center Benchmark 140

3CLogic

AUGUST 31, 2021

When a customer reaches out to a contact center for help, the last thing they want to face is an agent who comes across as detached. While truly achieving empathy in customer service interactions might seem difficult when so many calls are coming in each day, the right contact center technology makes this entirely possible.

Customer Service 59

Customer Service Interactive Voice Response Contact Center Telecommunications 59

The Northridge Group

NOVEMBER 9, 2022

This article was originally published on Contact Center Pipeline and can be viewed here. As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical. The Role of QM in the Contact Center. How a robust QM program can remake the CX.

Contact Center 104

Contact Center contact center associations Brand ambassadors Coaching 104

Fonolo

NOVEMBER 23, 2021

After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise. But now, with agent engagement becoming a growing priority for call centers, it’s a great time to reimagine your approach to training your team members.

Call Center 148

Call Center Abandon rate Gamification Education 148

Fonolo

JUNE 15, 2021

Plus, every time an employee leaves, they risk lowering their call center’s morale, threatening the engagement of the staff who are left behind. How to Foster Agent Engagement in a Hybrid Contact Center. Luckily, taking steps to monitor and improve call center agent engagement is fairly easy.

Call Center 115

Call Center Contact Center Metrics Morale 115

Babelforce

OCTOBER 24, 2023

It is a key metric businesses used to understand and improve customer experience. Companies can even measure this as a Customer Effort Score (yes, another metric to add to your list). Call whispering and role-playing exercises are a great way to improve empathy skills. All your channels (phone, email, chat, etc.)

Metrics 52

Metrics Multichannel Wait times Contact Center 52

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? Act it out.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Fonolo

MAY 18, 2021

Understanding their needs, wants, and desires, and meeting those needs via call and contact center solutions propels the industry forward. This increased visibility has prompted many contact centers to take proactive measures to better understand their audience and serve them in the way they want to be served.

Call Center 84

Call Center Contact Center Scripts contact center solutions 84

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

SharpenCX

OCTOBER 7, 2022

I’ve seen some incredible contact center AI ideas, and have seen some fantastic results. We contact center software vendors have a duty to our customers. In other words, contact center vendors sometimes cut corners when it comes to big, expensive AI projects in order to show the “results” they were hoping to achieve.

Contact Center 67

Contact Center Contact center software Big data Engineering 67