Callminer

NOVEMBER 6, 2018

The CallMiner Index report shows that the wrong behavior drives churn, with 55% of consumers saying they are very or extremely likely to switch after a bad call center experience. In fact, more consumers (78%) said they would be very or extremely likely to stay loyal after a good call center experience.

Scripts 186

Scripts Call Center Call center experience Contact Center 186

SharpenCX

DECEMBER 2, 2020

Build recognition into your call center culture, so every agent feels included and encouraged, no matter where they’re working or what their schedule looks like. Read Next] Erase bad call center experience trends for your agent s in 2021. How to upskill your agents with frequent coaching and better metrics.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Fonolo

APRIL 16, 2019

In my opinion, the power of a call-back is highly underestimated. Unfortunately, call-backs are still a relatively rare call center experience. To me, it’s a sign that this company “gets it,” and that I am likely in for a great customer service experience.

Call Center 108

Call Center Contact Center Engineering Construction 108

Fonolo

JANUARY 23, 2018

The call center experience is under great scrutiny from today’s consumers. Replacing hold-time with a call-back is truly a “win-win”: Your callers get a more pleasant experience and the call center gets a more efficient operation. Webinar] 3 Critical Contact Center Trends to Watch in 2018.

Call Center 141

Call Center Abandon rate Contact Center outsourcing 141

Talkdesk

JUNE 27, 2016

A call center solution designed for superior agent coaching experiences will allow supervisors to get notified of trainee activity and provide a two-way communication method during live calls – all while allowing the agent to stay focused on the caller. Register now to save your spot at this exclusive webinar!

Coaching 41

Coaching Call Center call center software call center solutions 41

Talkdesk

JULY 8, 2016

Talkdesk Product Manager Alex Willen and Slack Account Manager Jesse Elliott discussed Slack’s new functionalities as relates to phone support teams in our webinar “Using Slack to Reinvent the Call Center Experience.” Slack modernizes traditional (and sometimes ineffective) call center features.

call center software 40

call center software Morale Call Center Coaching 40

Fonolo

JUNE 21, 2018

Join Fonolo and The National Credit Union Call Center Conference on Thursday, June 28 th at 2:00 PM ET / 11:00 AM PT for the live Q&A. Webinar] How to Successfully Handle Call Volume During Peak Times. We’ll talk about: Managing Spikes in Call Volume. Here’s a sneak peak at the slides! Lowering Abandon Rates.

Contact Center 52

Contact Center Abandon rate Management Call Center 52