Callminer

JANUARY 18, 2021

Use call recordings and ongoing training to nurture emotional competence among agents. Diffusing tense conversations and satisfying the chronically unsatisfiable are but two of the emotionally charged skills of every great call center agent. ” – Effective Call Center Scripts , Salesforce; Twitter: @SalesforceGov.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Omnichannel, Cloud-Based Contact Centers.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

pindrop

JUNE 10, 2020

For a call center professional concerned with fraud mitigation, a real-world form of this bias is an AI systematically ignoring costly fraudster activity and instead focusing on genuine caller behavior and flagging it as suspicious or fraudulent because it doesn’t “fit” the criteria for fraud that the machine has learned. .

Contact Center 121

Contact Center Finance Engineering call center professionals 121