SharpenCX

DECEMBER 2, 2020

But 2021 call center trends show, the gig economy is scaling quickly and you’ll have access to a growing pool of talent to contract for your call center. Here are 10 tips to help you support gig workers and flexible work environments: Create guidelines to give your flex agents the guard rails they need to do their jobs.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

SharpenCX

FEBRUARY 9, 2021

Today, many call center agents manage up to 10 different channels , so it’s no wonder agents feel overworked and customer experience suffers. Download Now] 7 projects every VP of Ops can address to reduce inefficiencies in your contact center. The call center experience we’re used to can be counterproductive.

Call Center 67

Call Center Coaching Scripts Metrics 67

Fonolo

JUNE 22, 2023

Although they can be simple and effective, customers don’t love IVR experiences. Consumers often list dealing with an IVR as a top grievance with the call center experience. Power and Associates, a good IVR experience is quite rare. By replacing hold-time with a call-back, those lines are freed up.

Interactive Voice Response 91

Interactive Voice Response Abandon rate Self service Call Center 91

NobelBiz

OCTOBER 30, 2020

Your call center experience gets more interesting when you know your customer well. You want to create emotional bonds that make the customer experience in call centers as positive as possible. Scripts can be useful. Your customer turns into a real human being!

Call Center 52

Call Center Customer Service Scripts Multi-channel support 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Reduction in agent turnover – By matching workload and the workforce, the call center experiences less service level volatility, leading to a more predictable work experience for the agents. Encourage your top agents to come to trainings and give practical tips on how to be a top performer.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

RapportBoost

NOVEMBER 5, 2018

We are going to analyze some specific results, not only of Jenny Craig, but of industry-wide contact center transformation and chat results. Throughout, we are going to sprinkle in some tips. I am here today because I have helped a lot of Contact Centers transition to profit centers with chat. So, it is very interesting.

Contact Center 40

Contact Center Scripts Sales Metrics 40

Fonolo

NOVEMBER 17, 2020

Cloud call-back solutions like Fonolo have been around for several years, but many call centers are still unsure if it’s the right fit for their business. 69% of customers surveyed attributed their good customer service experience to a quick resolution of their problem. Nina TM : Virtual Assistant by Nuance.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Balto

JANUARY 17, 2025

Quality Assurance (QA) Analysts The Referees QA analysts make sure every call reflects your companys values and meets compliance standards. Key Focus Areas: Listening to calls and identifying areas for improvement. Ensuring compliance with scripts and regulatory guidelines. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52