Balto

AUGUST 22, 2022

Contact centers have been around since the1960s, and while much of the technology has changed, much has remained the same. For decades, agents would read from a set-in-stone script, like what you’d find in a Frequently Asked Questions section of a website. Agents were unable to veer from the script.

Contact Center 52

Contact Center Scripts Gamification Coaching 52

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company. A contact center is considered successful if it’s customer-centric.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Tethr

JUNE 5, 2020

Does your contact center need a morale boost? Improve employee morale and reduce call center stress using these strategies. Call center managers earn the respect of their employees by showing them that they are not above any task. Get rid of scripts. Gamification works. Be a team player.

Morale 65

Morale Contact Center Gamification Scripts 65

Noble Systems

FEBRUARY 4, 2019

One solution that has gained popularity in recent years for its ability to provide continuous feedback to employees, particularly those in contact centers, is gamification. Factor in skill competency when determining frequency of feedback through gamification. This is the case with gamification.

Gamification 62

Gamification Feedback Morale Employee engagement 62

Balto

MAY 27, 2022

The modern contact center strives to be more efficient, more productive, and more profitable than ever, so it’s no surprise that leaders turn to tech to boost performance. In Part Two of our Lazy AI in the Contact Center series, we’re discussing agent experience. In the contact center, agents are 3.3x

Contact Center 52

Contact Center Scripts Contact center software Gamification 52

Callminer

JULY 16, 2018

Contact centers especially struggle with how to train, manage, and engage agents properly. Since contact center agents interact with customers daily, it is essential that you create a plan and strategy for keeping at home agents engaged from afar. Use gamification. Recognize their efforts.

At home agents 196

At home agents Call Center Gamification Average Handle Time 196

Noble Systems

FEBRUARY 4, 2019

One solution that has gained popularity in recent years for its ability to provide continuous feedback to employees, particularly those in contact centers, is gamification. Factor in skill competency when determining frequency of feedback through gamification. This is the case with gamification.

Gamification 47

Gamification Feedback Morale Employee engagement 47

Noble Systems

FEBRUARY 14, 2019

Getting and keeping contact center employees engaged is foundational to accomplishing this objective. Gamification is an enabling technology that can help. Start Building the Core of Your Employee Engagement Plan with Gamification. Many companies turn to gamification to address the top drivers of employee engagement.

Employee engagement 59

Employee engagement Contact Center Gamification Customer centricity 59

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. ” Techniques to optimize time. Improve AHT with knowledge bases.

Call Center 196

Call Center Self service Gamification Contact Center 196

Noble Systems

FEBRUARY 14, 2019

Getting and keeping contact center employees engaged is foundational to accomplishing this objective. Gamification is an enabling technology that can help. Start Building the Core of Your Employee Engagement Plan with Gamification. Many companies turn to gamification to address the top drivers of employee engagement.

Employee engagement 53

Employee engagement Contact Center Gamification Customer centricity 53

Balto

JUNE 3, 2022

Every contact center encounters its fair share of hurdles on the path to success. Fix-It Friday targets contact center leaders’ biggest frustrations with solution-focused content. How Common Are Remote Contact Center Agents? The contact center landscape has shifted dramatically in the last few years.

Gamification 52

Gamification Scripts Contact Center Surveys 52

Noble Systems

JULY 24, 2020

WFM tools remove the guesswork from your collections center planning by carefully balancing the demands of business activities, staff requirements, and service level expectations with efficient staffing levels – helping you improve customer service and reduce costs. Motivation impacts everything in a contact center.

Call Center 87

Call Center Technology Gamification Analytics 87

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

NobelBiz

MAY 9, 2023

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Noble Systems

APRIL 21, 2020

The heart of the call center is its people, often called representatives, or agents, who are on the front-line of these communications. Equally important is the call center software used to manage all of those contacts. Cloud based contact centers are growing in popularity.

call center software 80

call center software Call Center Technology Contact center software 80

Fonolo

SEPTEMBER 30, 2022

Are soft skills a weak spot for your call center team? While product knowledge, scripts, and protocols are important parts of training your agents, neglecting call center soft skills can affect your call center’s performance. When it comes to contact center work, communication is king. Active listening.

Call Center 81

Call Center Scripts Contact Center Average Handle Time 81

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. Burnout is prevalent in call centers because there are so many decisions that need to be made throughout the day…”.

Call Center 182

Call Center Management Scripts Coaching 182

Jon Arnold

MARCH 28, 2019

They started out with a predictive dialer, but now have a full suite of cloud-based contact center offerings. WFM is self-explanatory, IQ is their analytics suite, and Game is gamification. I’ve only seen this in demo form, but there’s a fair bit of AI, and I really like the gamification piece.

Gamification 75

Gamification Contact Center Scripts Interactive Voice Response 75

NobelBiz

JUNE 5, 2023

Outbound Lead Generation In a call center, outbound lead generation is typically achieved through direct communication with prospects, usually via telephone calls. Using the Right Contact Center Technology Technology plays a vital role in lead generation. Running a contact center can get expensive.

Call Center 52

Call Center Scripts CRM Contact Center 52

Serenova

JULY 7, 2020

Contact center supervisors must be equipped to better identify and tailor training programs to each agent’s skill gaps and training needs. 6 Steps and Best Practices for Your Best Call Center Staff Training Program. Contact centers must train agents to work smarter and more effectively. Embrace continuous training.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. How does WFO work in the Call Center? Workforce Optimization provides contact center management with total visibility into quality and performance. Gamification.

Management 86

Management Gamification Quality management Schedule adherence 86

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

Callminer

APRIL 24, 2020

In general, call center best practices include the creation of a script which recommends professional language, an upbeat tone, and key phrases to leverage. Using contact center performance management software , like CallMiner , can help streamline the process. Avoid Negative Language.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

UJET

NOVEMBER 3, 2020

No matter how diverse your clientele is or how many channels your contact center utilizes, intelligent routing sends your customers to the right agent or resource quickly and efficiently. And this is good for two reasons: Gamification keeps your agents more engaged in the training program. AI Streamlines Agent Training.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

UJET

NOVEMBER 3, 2020

No matter how diverse your clientele is or how many channels your contact center utilizes, intelligent routing sends your customers to the right agent or resource quickly and efficiently. And this is good for two reasons: Gamification keeps your agents more engaged in the training program. AI Streamlines Agent Training.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

Balto

FEBRUARY 20, 2023

To get agents on the phones as soon as possible, contact centers can use coaching software to support this ramp period. How to Choose Your Call Coaching Software The marketplace for contact center coaching software is vast with a variety of offerings and specialties. How Does Call Coaching Software Help New Agents?

Coaching 52

Coaching Average Handle Time Gamification Contact Center 52

Serenova

JULY 7, 2020

Contact center supervisors must be equipped to better identify and tailor training programs to each agent’s skill gaps and training needs. 6 Steps and Best Practices for Your Best Call Center Staff Training Program. Contact centers must train agents to work smarter and more effectively. Embrace continuous training.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

Balto

NOVEMBER 2, 2022

The ultimate goal of managers is to ensure an efficient and successful contact center that meets or exceeds key KPIs and drives business goals. Call Center Management Roles Defined. When it comes to call center managers, there are a few different types of roles that are most common. Want to manage your call center better?

Call Center 52

Call Center Management Average Handle Time Gamification 52

CSM Magazine

AUGUST 8, 2023

Give them permission to step outside of rigid rules, processes and scripts that dehumanise their participation. References – State of the Contact Center 2022. Empower : give agents greater control over when and where they work along with greater authority to influence customer outcomes.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

VocalCom

JULY 3, 2017

Offer peer training and gamification. Gamification can also be a fun way to encourage healthy competition during training practices. Supervisors should use examples of actual customer service interactions in the call center to demonstrate the strengths and weaknesses of each interaction. Use call scripts to teach soft skills.

Call Center 48

Call Center Average Handle Time Gamification Brand ambassadors 48

Noble Systems

MARCH 19, 2021

While many large enterprises still use these on-premise systems, SMB call centers can now take advantage of today’s cloud call center software for small businesses. Cloud Contact Center for SMBs. Reporting is one of the pillars of the small business call center software platform. Real-time Insights and Analytics.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

RapportBoost

NOVEMBER 5, 2018

Tony Medrano: First, we are going to talk about change, transformation, changing a contact center into a profit center, and we are going to dive into conversations and how conversations are what drives that profitability and increases that engagement between your customers and your brand.

Contact Center 40

Contact Center Scripts Sales Metrics 40

Vistio

FEBRUARY 1, 2022

What do you think are some of the biggest misconceptions about, specifically contact center agents? A lot of the times, the flexibility that’s built-in for contact center agents is to like, get out, go do things. It’s exciting. That brings me to my next question. Hmm, biggest misconceptions. Totally, totally.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

Balto

SEPTEMBER 23, 2022

Experienced Agents Want to Go Off-Script. Even when you’ve got your playbook dialed in, agents often want to go off-script and make changes. Going “off script” isn’t necessarily a bad thing if you’re getting the results you want. It goes without saying that contact center managers encourage agents to stick to the playbook.

Scripts 52

Scripts Gamification Benchmark Surveys 52

Noble Systems

AUGUST 27, 2020

Telemarketing software is a type of contact center software that helps companies manage their inbound and outbound telemarketing activities. A wide range of telemarketing software is available to help telemarketing call centers. 9 Essential Technologies for Telemarketing.

Telemarketing 53

Telemarketing Call Center Gamification Contact center software 53

VocalCom

OCTOBER 9, 2017

Revise call scripts regularly. The rest of the call script should also enable dialogue between the agent and prospect—agents should always allow customers to respond. Gamification is a great tool for motivating agents and boosting their productivity. Encourage healthy competition.

Sales 48

Sales Scripts Contact center software Gamification 48

VocalCom

OCTOBER 9, 2017

Revise call scripts regularly. The rest of the call script should also enable dialogue between the agent and prospect—agents should always allow customers to respond. Gamification is a great tool for motivating agents and boosting their productivity. Encourage healthy competition.

Sales 48

Sales Scripts Contact center software Gamification 48