CCNG
OCTOBER 26, 2024
Poorly managed contact center QA programs can lead to costly inefficiencies. The Efficiency Equation: Tackling Hidden Costs in Contact Centers Many contact centers today struggle with inefficiencies stemming from inconsistent processes and poorly defined performance standards.
Myra Golden Media
JULY 12, 2019
I remember managing a contact center and having an employee say to me , “Tammy does the exact same thing, yet the supervisor doesn’t take off points for her. I may not have a bubbly tone like Tammy, but I’m good with customers.” What I did is I began meeting weekly with my supervisors to calibrate.
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Callminer
AUGUST 1, 2017
To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.
The Northridge Group
SEPTEMBER 27, 2017
In the contact center, one thing is certain: positive human connections between agents and customers are critical to building brand loyalty. In an industry that places an emphasis on human contact, what role does AI play in the contact center and how can data gathered from it be used to improve the customer experience?
Speaker: Rana Gujral, CEO at Behavioral Signals
But are your contact center practices able to grow with a customer’s experience? With the help of AI and voice data, conversations can be broken down and analyzed, helping businesses make changes to calibrate these conversations and ultimately improve outcomes. And are you ready to apply automation in the most efficient way?
CX Accelerator
DECEMBER 31, 2018
When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? Naturally, an exceptional culture is the hardest thing to build, and equally as difficult to maintain.
The Northridge Group
AUGUST 23, 2022
The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. Download Northridge’s 2021 State of the Customer Service Experience Report for additional CX insights.
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