CCNG

MARCH 6, 2024

Do you sometimes feel like you are playing buzzword bingo when reading anything about AI in the contact center? A lot of customers who have spent a lifetime in the contact center and survived a world of acronyms like AHT, CSAT, and PICINC are feeling alienated in their own world. You are not alone.

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

Contact Center Pipeline

DECEMBER 14, 2022

Virtual training is here to stay! With many contact centers going hybrid or staying fully remote, how do you ensure training keeps people engaged, encourages interactivity, and effectively improves their skills? To find out, I interviewed five contact center training experts.

Contact Center 189

Contact Center Employee engagement 189

CCNG

AUGUST 9, 2023

It has the potential to revolutionize the way contact centers operate and deliver customer experiences if done correctly. While the possibilities are still being explored, there is so much opportunity presently for contact centers to take advantage of this technology. Because you are.

Contact Center 195

Contact Center Chatbots Education Technology 195

Call Center Weekly

OCTOBER 9, 2017

How then does a well trained contact center impact customer experience? Higher First Contact Resolution When your staff is well trained, they can provide resolution (when possible) on the first interaction. With the right training, they can easily apply the best method of communication to those customers.

Contact Center 273

Contact Center Morale Government Education 273

CX Global Media

JANUARY 8, 2019

Supervisor training with Call Center Coach’s virtual boot camps can take on a variety of developmental areas. A primary mission in modern learning is to disrupt the the old-school ways of training and provide ways for modern learners to be more engaged and to “do” new things, instead of just learning about it.

Contact Center 166

Contact Center Coaching Call Center Employee engagement 166

CX Global Media

DECEMBER 10, 2018

So, they are not eliminating supervisor training, they are just cancelling supervisor training classes and implementing a more modern approach of blended learning. Penny Reynolds : I am so impressed with the depth and breadth of what you’re offering and I absolutely agree; having done supervisor training for many, many years.

Contact Center 207

Contact Center Call Center Coaching 207

CCNG

NOVEMBER 29, 2023

There are five key performance indicators you should track to make sure your contact center operations are aligned with customer expectations. There are myriad metrics and indicators that an organization can monitor to measure contact center performance. Therefore, unlike CSAT, NPS isn’t a real-time metric.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. With the growing customer expectations, enterprises are under great pressure to deliver exceptional service.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Beyond Philosophy

MAY 25, 2022

The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. However, the contact center should have been valued.

Contact Center 370

Contact Center Consulting Consulting Coaching 370

CCNG

JUNE 7, 2023

CCNG members and veteran contact center leaders Fred Stacey and Adam Boelke recently discussed with fellow members the potential impact, current challenges, misconceptions and future of ChatGPT in contact centers. Training is key and a very important first step as Fred shares.

Contact Center 195

Contact Center CCNG APIs Scripts 195

Vistio

FEBRUARY 16, 2024

The rapid and continuous evolution of technology and communication channels has placed increased demands on businesses to ensure their contact center agents are capable of providing exceptional customer service. This is where the power of ServiceSim’s AI-enabled simulated customer training comes into play.

Contact Center 52

Contact Center Technology Customer Service Customer Support 52

Playvox

APRIL 25, 2023

Let’s confess — we’ve all nodded off during on-demand remote training sessions. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? A 2022 ICMI study revealed that 34% of contact centers cited training a remote workforce as their biggest challenge.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

Myra Golden Media

APRIL 28, 2021

When we moved to Q & A, Sherry asked a question about training and supporting remote agents: Our contact center agents will work remotely for the foreseeable future. I’m concerned about training my agents and supporting them. The key to creating a successful remote agent is quality contact center training.

Customer Service 317

Customer Service Morale Contact Center Call Center 317

Vistio

FEBRUARY 1, 2024

The rise of remote work brought about by the global pandemic has had significant implications on various industries, with contact centers being no exception. One innovative solution that has proven to be highly successful in addressing these challenges is ServiceSim’s AI-powered simulated customer training.

Contact Center 52

Contact Center contact center workforce Employee engagement Technology 52

SharpenCX

JULY 2, 2018

Contact center training is every bit as critical as hiring the right agents and adopting new technologies. The post 5 Contact Center Training Tips to Boost Efficiency appeared first on Sharpen Contact Center Software. But how do you [.].

Contact Center 156

Contact Center Contact center software Technology Customer Experience 156

Contact Center Pipeline

MARCH 8, 2018

Imagine there is an angry customer calling your contact center. They threaten to cancel their service. They provide their name and mailing address, but cannot remember their account number or security password. However, they are shouting and threatening to complain on social media regarding supposedly unfair charges to their account.

Contact Center 268

Contact Center Engineering Accountability Call Center 268

The Northridge Group

OCTOBER 1, 2020

Developing service excellence at the contact center management level is a critical enabler for a company’s long-term success. In a typical contact center, frontline managers are responsible for developing team members, but for a variety of reasons, they don’t always do it as well as they should. Customization is key.

Coaching 128

Coaching Contact Center Best practices Management 128

VirtualPBX

APRIL 10, 2024

Last week we announced the newest product to our lineup The VirtualPBX Contact Center. But what is a contact center? A contact center is a vital component of any organization’s operations. Within these centers, dedicated customer service representatives work diligently to address customer inquiries.

Contact Center 59

Contact Center Wait times CRM Healthcare 59

Contact Center Pipeline

NOVEMBER 26, 2019

The universal agent is certainly not a new concept for contact centers. Next-available agent routing models have long relied on the use of experienced agents who have been cross-trained to handle a wide variety of call types, from technical support to billing to sales.

Contact Center 253

Contact Center Technical Support Sales Call Center 253

Customer Service Life

JANUARY 31, 2024

Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.”

Contact Center 83

Contact Center outsourcing Management Feedback 83

Contact Center Pipeline

MAY 17, 2018

In late 2017, ICMI surveyed the contact center community to ask about their challenges for the year ahead. Hiring, training and retaining agents. People-related problems are an age-old struggle for contact centers, which have notoriously high turnover rates. What came out on top?

Contact Center 154

Contact Center Surveys Call Center 154

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training? Don’t just pick one.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Contact Center Pipeline

SEPTEMBER 20, 2017

“They are just temps,” said one contact center manager describing his seasonal agents. This “seasonal contact center” was separate from the “normal […]. They will be gone in a couple of months!” That condescending attitude was reflected in the seasonal team’s environment.

Contact Center 392

Contact Center Management Call Center 392

Customer Service Life

FEBRUARY 29, 2024

Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. It’s time to train and empower them to handle those.

Contact Center 88

Contact Center Metrics Coaching Feedback 88

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

Contact Center Pipeline

JULY 13, 2021

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model.

Contact Center 147

Contact Center Technology Call Center Management 147

Talkdesk

MAY 12, 2020

Customer expectations for service are rapidly evolving, so training a team of at-home agents to align with these expectations can bring tangible benefits to any company. Save valuable time, money and effort by investing in agile tools that prepare contact center agents to meet the increasing expectations of your customers.

Contact Center 119

Contact Center Schedule adherence At home agents Scripts 119

Balto

JUNE 12, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email In today’s economy, contact center leaders are tasked with doing as much as possible with as few resources as possible. We talked to 400+ contact center leaders about exactly this phenomenon in order to understand how they are doing more with less.

Contact Center 52

Contact Center Coaching Gamification Upselling 52

Fonolo

FEBRUARY 29, 2024

With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting for a moment, and check out Fonolo’s annual State of the Contact Center report? What’s inside?

Contact Center 87

Contact Center Call Center Self service Customer Care 87

The Northridge Group

JULY 20, 2023

Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment. Imagine that you conduct an extensive analysis of contact center associate performance.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121