CSM Magazine

APRIL 25, 2023

Contact centres offer new opportunities for agents to shine, but they are not for the faint-hearted. Paul Stemp, Supervisor, Customer Success Management, at Calabrio shares his top confidence-boosting tips for building strong, fearless teams. Contact centres are an integral part of delivering customer service.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

CSM Magazine

JANUARY 25, 2023

Magnus Geverts shares his top tips for beating agent burnout—and the competition—in 2023. Great news for businesses that rely on the festive season to tide them over during the leaner months but extremely stressful for agents in contact centres. Next, rethink flexibility—what does it mean for your agents in 2023?

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

CSM Magazine

JANUARY 24, 2023

What is particularly striking about ChatGPT is that it took just five days to reach one million signed-up users, and it’s estimated that figure may already be over two million. In comparison, Instagram took three months to reach that number, Spotify five months, and Twitter two years. What’s so different about ChatGPT?

Chatbots 52

Chatbots Contact Center CRM Enterprise 52

Enghouse Interactive

NOVEMBER 27, 2020

This means that a greater proportion of queries handled by contact centre agents are more complex, involved, and time-consuming to solve. So, what skills does this new breed of super-agent require? There are five important areas to focus on: 1. And how do you help create them in your organisation?

Self service 58

Self service Benchmark Scripts Best practices 58

NobelBiz

FEBRUARY 17, 2023

One thing that can’t be disputed by call center agents and managers is the detrimental impact that angry clients have on working conditions. As a result, some agents are looking for strategies to minimize their contact with unhappy clients. How can you ensure a perfect balance between customer satisfaction and agent experience?

Call Center 52

Call Center Wait times Self service call center software 52

Comm100

JULY 9, 2019

How does your contact center handle new starter training and onboarding? In my experience, most businesses fall into three camps: Trial by fire – give agents a manual to read, then throw them on customer queries and hope for the best. to coaching each employee to success, measuring and providing feedback along the way.

Contact Center 40

Contact Center Chatbots Coaching Feedback 40

Spearline

DECEMBER 15, 2021

So way back in the day, the telephone used to be a community thing, and was traditionally accessed by going to the post office, then this will be the term today, remember, the telephone became a household thing. The Spearline Podcast Spearline Podcast Ep. Tune in now to catch up with all the latest Spearline news and developments!

Engineering 119

Engineering Technology Wireless Government 119