BlueOcean

DECEMBER 18, 2023

For most of the history of the contact center industry, the standard for QA has been for a team lead, coach, or supervisor to review and score three contacts per agent per week. Coaches would get to know the agents on their teams. Conversation analytics platforms make that possible. One percent of one percent… at best.

Contact Center 71

Contact Center Average Handle Time Coaching First call resolution 71

ShepHyken

DECEMBER 10, 2019

AI platforms now have the ability to search for and recognize the “empathy cue,” which occurs when a customer is in a heightened state of emotion and therefore needs more empathy from the agent. Be there to empower and coach your employees through those bad days. Automation fatigue” is settling in across industries.

Coaching 263

Coaching Contact Center Analytics Technology 263

BlueOcean

JANUARY 30, 2024

Clarify with your potential partners whether or not coaches (team leads) are included in the agent rate too – so you make sure you are looking at apples to apples when you compare and contrast the costs of your in-house and outsourced options. On-going technology costs are also generally included. Essentially, this represents risk mitigation.

outsourcing 118

outsourcing Contact Center Call Center Customer Care 118

Balto

DECEMBER 20, 2023

New Feature Available Now From #1 Real-Time Guidance Platform St. Louis – Balto has added a new layer of visibility to the #1 real-time guidance platform for contact centers: Screen Recording. The feature integrates with Real-Time Guidance and is available as an add-on for new and existing Balto customers.

Contact Center 52

Contact Center Coaching Enterprise Sales 52

SharpenCX

AUGUST 4, 2021

Project #1: Consistently Coach and Train your Agents. Implementing consistent coaching and training for your agents is an essential first step in giving your customer service strategy a jump start. Coaching doesn’t only prepare your agents for the new skills they need in the future workforce.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

Anexa BPO

NOVEMBER 28, 2023

The right platform delivers improved experiences and makes learning fun, helping drive the importance of continuous training as part of your company culture. You can also include collaborative learning as part of team-building experiences and leverage peer-to-peer coaching.

Coaching 52

Coaching Enterprise Analytics Technology 52

CSM Magazine

APRIL 20, 2023

Zenarate, the leading Simulation Training solution, today announced that Startek, a global customer experience (CX) solutions provider, is using its AI Coach to provide immersive training to its contact center teams. Zenarate AI Coach is the “flight simulator” for customer and prospect engagement.

Coaching 59

Coaching Telecommunications Best practices Healthcare 59

Aspect

AUGUST 28, 2017

Famed football coach Vince Lombardi once said, “Perfection is not attainable, but if we chase perfection we can catch excellence.” Nonetheless, you should never stop striving to provide your agents with all the coaching they need to stay engaged, productive and provide a superior customer experience. As such, coaching is m.

Coaching 191

Coaching Chatbots Contact Center Self service 191

JustCall

SEPTEMBER 8, 2023

Recognizing this transformative potential of AI, we’re introducing our new Conversation Intelligence platform — JustCall iQ, a platform dedicated to delivering AI-powered voice and SMS features for customer-facing teams to become more productive and perform at their peak. What’s New with JustCall iQ Plans?

Scripts 52

Scripts Coaching Analytics Sales 52

SharpenCX

OCTOBER 13, 2021

Invest in platforms that make collaboration and customer management easy. So, find a platform that allows your employees to talk to each other, access customer information, and see important metrics all in one place. Look for technology with targeted coaching and personalized remote training. Your day is busy enough.

Contact Center 128

Contact Center Technology Coaching Analytics 128

SharpenCX

AUGUST 25, 2021

It’s a term used to describe modern contact center platforms that are more than just a piece of technology. They’re cloud-native platforms that come with technical support and guidance from your vendor. According to Gartner , CCaaS platforms often come with integrations to other systems, like your CRM, too.

Customer Service 128

Customer Service Technical Support Contact Center Coaching 128

TeleDirect

OCTOBER 20, 2021

Effective Call Center Strategies | Customer Service Tips for Call Centers | Call Center Coaching from TeleDirect. In other words…it takes a great coach! Like any successful plan of attack, call center coaching and effective call center strategies demand excellence from management and agents. It takes careful planning.

Coaching 62

Coaching Call Center Business Process Outsourcing outsourcing 62

Balto

JANUARY 25, 2024

Joining a fleet of real-time guidance, coaching, and notetaking tools, Balto QA Copilot allows users to auto-score calls based on natural language criteria — without constraining limitations or templates.

Contact Center 69

Contact Center Coaching Education Enterprise 69

Totango

NOVEMBER 27, 2023

Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms. The report states that our platform offers “laudable flexibility.”

B2B 91

B2B CRM Enterprise Upselling 91

Fonolo

JANUARY 21, 2021

Your current contact center platform may have analytics features to track agent activity, but it’s not the only method available. Offer coaching sessions. If you don’t already have a system to track agent performance , it’s time to make the upgrade. Think training is a one-time requirement for your agents?

Call Center 176

Call Center Construction Average Handle Time First call resolution 176

CSM Magazine

OCTOBER 7, 2022

Cora AI Coach, powered by Zenarate, helps Genpact accelerate digital transformation. AI Coach enables Genpact to develop confident top-performing contact center agents through voice and chat simulations that provide highly realistic immersive learning experiences. About Zenarate .

Coaching 52

Coaching Telecommunications Healthcare Contact Center 52

Playvox

FEBRUARY 27, 2024

AI-driven tools and platforms are shaping the way contact centers engage with and manage their workforce. From recognizing employees to making coaching easier, AI can help improve employee happiness, job satisfaction, and overall well-being, among many other benefits to significantly impact company culture and organizational success.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

CSM Magazine

NOVEMBER 2, 2023

” “We are thrilled to partner with Foundever and bring AI Coach to thousands of agents to ensure exceptional customer experiences for global brands,” said Brian Tuite, co-founder and CEO of Zenarate. To learn more about Zenarate’s AI Coach and its potential applications, visit www.zenarate.com.

Customer Experience 52

Customer Experience Coaching Telecommunications First call resolution 52

CSM Magazine

JUNE 27, 2023

With Zenarate AI Coach, customer and prospect-facing agents master the skills necessary to succeed in their role before their first live interaction. Just like human-to-human role play, Zenarate coaches agents on tone, soft skills, and best and required practices throughout their role-play simulation.

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

Balto

JUNE 6, 2023

Only last January, Balto was the first real-time call guidance platform to reach 100M guided conversations. Balto is offering Real-Time Notetaker as both a stand-alone product and as a part of Balto’s flagship Real-Time Guidance platform. The question worth asking is, ‘How intelligent are their models really?’

Contact center software 83

Contact center software Contact Center Coaching Enterprise 83

CSM Magazine

MAY 25, 2022

Zenarate AI Coach continues to transform how the world’s leading brands in financial services, BPOs, healthcare, travel, technology, and services industries use AI Conversation Simulation to develop top-performing agents in 12 languages around the world. Free Form Text – Agents can write in free form text.

Coaching 52

Coaching Healthcare Contact Center Scripts 52

Balto

FEBRUARY 20, 2023

Myth: Call coaching software is only helpful for onboarding new agents. Fact: 61% of tenured agents use call coaching software and those who do have higher job satisfaction and other success metrics across the board. How Does Call Coaching Software Help New Agents? How Does Call Coaching Software Help Tenured Agents?

Coaching 52

Coaching Average Handle Time Gamification Contact Center 52

CSM Magazine

JUNE 28, 2022

AI Coach helps contact center leaders develop top-performing customer-facing teams with AI Conversation Simulation. Zenarate AI Coach helps leading brands develop top-performing customer-facing teams through AI conversation simulation. Zenarate’s AI Coach is used worldwide every day in over a dozen countries, including the U.S.,

Coaching 52

Coaching Contact Center Healthcare Scripts 52

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Identifying individual or team skill gaps allows leaders to better offer coaching and support to agents that need it.

Coaching 52

Coaching Gamification Customer Service Quality management 52

CSM Magazine

AUGUST 15, 2022

With the pendulum swinging back to the human-led conversation, AI is increasingly top of mind for employees, trainers, and coaches to improve training effectiveness and certify employees to deliver superior customer conversations and experiences. The pendulum is finally swinging back from hyper-automation to human-led conversation.”.

Customer Service 93

Customer Service Coaching Best practices Contact Center 93

CSM Magazine

SEPTEMBER 14, 2023

The 2023 report ranks 12 vendors offering products that address the key elements of agent management, including quality management, workforce management, interaction analytics, and performance coaching. Our success is fueled by our customers’ success.

Management 59

Management Coaching Contact Center Customer centricity 59

JustCall

NOVEMBER 24, 2022

The agents of today need more than just a standard platform which is why we are building an intelligent suite of solutions packed with automation and AI that helps them deliver exceptional results for businesses”, said Gaurav Sharma , Founder, and CEO at SaaS Labs. “We ” The #SuperAgent Ecosystem. Learn more. Learn more.

SaaS 98

SaaS Technology Telecommunications Coaching 98

TeamSupport

JULY 31, 2023

Integrate Your Customer Support Software Platforms By combining your customer support software systems into one, easy-to-use platform , you provide your company with the ability to generate insights and predictions in real time that can boost your performance exponentially.

Customer Support 97

Customer Support Metrics Coaching Marketing 97

SharpenCX

JUNE 30, 2021

Simplify your agent desktop with one cloud center platform. Feel stuck on what platform to implement? And if you use a platform like Sharpen’s , you can pair your omnichannel service with training and coaching all in the same platform. Productive coaching and training doesn’t just happen organically.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

JustCall

JANUARY 5, 2023

Businesses can use speech analytics for agent training and coaching, identifying any suspicious incidents in legal compliance domain, making your analysis richer, process enhancements, examining the competition and for sales training and development.

Analytics 52

Analytics Coaching Call Center APIs 52

Balto

JANUARY 22, 2024

BaltoGPT then processes a database of calls in seconds, generating readable, clear insights, such as: Once you have your agents’ strengths and weaknesses in hand, you can approach your coaching strategies with not just intuition but data-backed insights — gathered in seconds, not hours.

Contact Center 52

Contact Center Coaching Construction Feedback 52

Balto

JANUARY 22, 2024

BaltoGPT then processes a database of calls in seconds, generating readable, clear insights, such as: Once you have your agents’ strengths and weaknesses in hand, you can approach your coaching strategies with not just intuition but data-backed insights — gathered in seconds, not hours.

Contact Center 52

Contact Center Coaching Construction Feedback 52

JustCall

JULY 29, 2021

It involves a continuous practice of coaching sales teams. In fact, sales coaching plays a role in raising a high-performing team of sales reps. But statistics show that with sales coaching, sales teams are able to attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 86

Coaching Sales Scripts Construction 86

Balto

MARCH 13, 2023

While guidance software (or call coaching software) does have great benefits for onboarding new agents, this isn’t the complete picture. Without those data points, call coaching software consistently hovered around a 4 out of 5 in helpfulness for new and tenured agents alike.) How does Real-Time Guidance empower my agents?

Coaching 52

Coaching Gamification Contact Center Surveys 52

COPC

JANUARY 15, 2024

Lack of Manager Support   Coaching is an integral part of an effective onboarding process. In addition to frequent coaching sessions, we recommend:  Gamifying the experience to boost motivation and engagement through tactics such as peer vs. peer or team vs. team challenges. Enhance training to improve knowledge retention . 

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Uniphore

JANUARY 24, 2022

Go Beyond Call Center Coaching with Real-Time Agent Assist. Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Current agent coaching is leading to customer—and agent—turnover. Better call center coaching creates—and retains—better agents.

Coaching 52

Coaching Call Center Average Handle Time Telecommunications 52

Talkdesk

MAY 11, 2020

built a Voice AI platform that supports teams to be faster, more accurate and more human in every interaction. . How should contact center leaders talk about performance and coach teams? Use data to validate why agents should adopt new behaviors through micro-coaching sessions to improve every customer interaction.

Coaching 88

Coaching Contact Center Morale Analytics 88