Avaya

JANUARY 29, 2019

Automated Quality Management – Automate the entire quality management process, from scoring evaluations to assigning coaching. Coaching – Out-of-the-box workflow for scheduling, delivering and tracking coaching. eLearning – Deliver coaching lessons and training to agents directly to their desktop.

Customer Experience 67

Customer Experience Coaching Contact Center Quality management 67

Callminer

SEPTEMBER 23, 2020

Call centers that implement agent performance management solutions equip their agents with the ongoing coaching and training needed to perform at their best. Leverage speech analytics software for ongoing training and coaching. Training, however, should not be viewed as a one-time thing.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

Callminer

JULY 30, 2020

That’s why it’s important to train your call center representatives on effective conflict resolution techniques and leverage the right technologies to support ongoing coaching and training. It may also help to tell the customer that you’ll be coaching the agent involved in the poor experience.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Callminer

FEBRUARY 4, 2021

Download our white paper, The Vulnerability Blueprint: How to Identify, Support and Retain Vulnerable Customers , to learn more about how your organization can identify and support vulnerable customers. Coaching needs to happen in real time from management. John Cho is the Founder of My Pet Child. “To

Call Center 345

Call Center Contact Center Finance Consulting 345

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. Click here to read tips for coaching agents to build rapport on their calls. Customer Contact Week’s white paper provides clear-cut strategies for better performance.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. William Taylor. velvetjobs. The presentation is shown to everyone in the training.

Call Center 182

Call Center Management Scripts Coaching 182

Calabrio

JULY 29, 2016

Analytics technology has reshaped the contact center space, and organizations that have embraced it to improve the quality of customer interactions are gaining the upper hand competitively. Here are three ways your call center can improve quality assurance through analytics. Go beyond random sampling.

Contact Center 56

Contact Center Analytics Coaching Self service 56

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. Examples include call recording, speech analytics and real-time monitoring. Best practice examples include: Hire, train, motivate, and retain top talent.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Vonage

MARCH 26, 2018

For example, using AI in conjunction with a speech analytics solution allows service managers to easily access the once abstract insights captured during contact center conversations. Also, be sure to check out our latest white paper, 3 Key Customer Service Trends for 2018 , the definitive guide for how to win at CX this year.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

Callminer

MAY 11, 2020

Ongoing training and coaching are equally important to ensure that your employees are equipped with the skills and knowledge they need to do their jobs effectively. And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective.

Management 273

Management Customer Experience Customer Service Coaching 273

JustCall

MAY 12, 2021

Case Studies and White Papers . Case studies, white papers, competitor research, testimonials , and other vital intelligence come in handy when pitching your products to clients. You can also access all the analytics behind the call activity. Sales Training and Coaching. Analytics and Reporting.

Sales 52

Sales call center software Scripts call center solutions 52

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Effective agent training and coaching have been a top priority for contact centers for a long time. Dive Deeper into Customer Intelligence with Analytics. Learn more.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. Click here to read tips for coaching agents to build rapport on their calls. Customer Contact Week’s white paper provides clear-cut strategies for better performance.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

HireIQ

JULY 12, 2016

This customary mix of technologies included workforce management, quality monitoring, agent performance analytics and some level of e-learning. This will include well integrated hiring and agent engagement tools as well as highly personalized coaching plans. click here for our white paper. The post The Dawn of WFO 2.0

Coaching 40

Coaching Analytics Employee engagement Contact Center 40

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Effective agent training and coaching have been a top priority for contact centers for a long time. Dive Deeper into Customer Intelligence with Analytics. Learn more.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

NobelBiz

FEBRUARY 13, 2024

Call Whispering Call whispering allows supervisors to coach agents during live calls by providing them with information or advice without the customer hearing, improving the quality of service in real-time. NobelBiz’s reporting and analytics tool s are crafted to turn data into actionable intelligence.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

NICE inContact

NOVEMBER 9, 2018

Consider a quality management solution that will let you observe agents as they interact with customers and allow you to score interactions using a standardized evaluation form and to provide systematic coaching and teaching. Let your customers contact you in ways that work best for them. We live in a digital world. Empower your Agents.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

Avaya

JANUARY 26, 2018

eLearning and coaching tools : Bring employees fully up to speed on regulatory changes and any new requirements, as well as correct any non-compliance behaviors. Voice analytics : Proactively identify, measure and isolate areas of non-compliance by mining intelligence from large volumes of recorded calls.

Government 51

Government Coaching Contact Center Accountability 51

Fonolo

JANUARY 14, 2020

Kate Nasser — also known as ‘The People Skills Coach’ — has been helping Fortune 500 leaders become more dynamic and inspirational for the past 25+ years. . They also cover real-life examples of how their customers use th e software and analytics to improve their business results. Kate Nasser.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Callminer

APRIL 23, 2019

By removing all sensitive data without sacrificing the context of conversations, companies can get the full benefits of customer engagement and speech analytics solutions to boost customer service and agent performance while simultaneously maintaining compliance. An often-used subjective measure of ‘quality of service’ is call scoring.

Best practices 159

Best practices Call Center Banking Contact Center 159

Xaqt

FEBRUARY 6, 2020

The topics de jour were web services, service orientated architectures (SOA), Computer Telephony Integration (CTI), SIP was coming of age, and analytics for the sake of analytics. Your manager may decide to recruit staff to handle the additional call volume, coach specific agents on sales skills to increase conversion, and so on.

Contact Center 52

Contact Center Enterprise Call Center APIs 52

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. Michael Mancinone. peoplogica.

Management 207

Management Customer Service Consulting Consulting 207

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. Michael Mancinone. peoplogica.

Management 182

Management Customer Service Consulting Consulting 182