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5 Virtual Call Center Management Tips That Work

Fonolo

In an article by Destination CRM, founding partner of International Customer Management Institute (ICMI) Brad Cleveland asserts that COVID-19 shifted 80% of in-person call centers to virtual call center environments. FACT: 80% of call centers shifted to remote work environments after the COVID-19 pandemic.

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Best Practices to Monitor Your Remote Call Center Agents

ShepHyken

They can also snoop, barge, and whisper on a live call if required. The supervisors can download the calls to analyze the call quality standards and score each call according to metrics like language proficiency. This kind of regular feedback helps the agents better their performance and deliver unremitting services.

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Technology to Improve Call Center Agent Engagement & Productivity

CSR Inc.

While I agree with the gist of the article about ways in which technology can positively impact the call center workplace (some are common talking points for me as well), I want to focus on two in particular that inevitably come up in discussions with call center managers: gamification and coaching/feedback.

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Contact Center Trends 2021: The CX Watershed

Fonolo

Consumers want a place to give quick feedback, vent, and interact with their favorite brands. Therefore, companies will increasingly adopt virtual call centers due to improved security and efficiency. Here are the top 10 trends that contact center leaders must understand and address this year.

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Optimizing Call Center Customer Support for Increased Revenue

Tenfold - Contact Center Blog

Tap this knowledge base to better understand employee views. When listening to the voice of the customer, remember to include and share the positive feedback. Acting on negative feedback will strengthen customer engagement and sharing and acting on positive feedback will strengthen employee engagement.

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Hybrid Work: Scary Stuff for Contact Centers

Taylor Reach Group

We need to acknowledge our agents’ stress levels and frustration with the isolation that can be a result of WFH.

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Fabulous 10 Ideas to Develop Employee Engagement in the Call Center

Dialer 360

The fantastic ideas about employee engagement are here. Why Is Employee Engagement Important Topic Today? Employee engagement is getting a lot of consideration right now. List of Most Famous Ideas of Employee Engagement. Manage Formal reps Engagement Surveys. Formalize an Exit Interview.