Callminer

NOVEMBER 6, 2018

This is the same reaction that customers will have after a bad experience with your call center. If you want to turn your consumers from acquaintances into friends, then you need to make every interaction show that you care about them regardless of the reason for their call or how often they call.

Scripts 186

Scripts Call Center Call center experience Contact Center 186

Fonolo

APRIL 16, 2019

And like many others, this meant starting out in a call center, answering the phone calls of helpless software users, as a lowly, humble Technical Support Representative (TSR). . Call center agents of all kinds have a difficult task. The Real Call Center Confession. But it hasn’t become that yet.

Call Center 108

Call Center Contact Center Engineering Construction 108

SharpenCX

DECEMBER 2, 2020

With financial losses of such scale on the line, the stakes have never been higher to deliver good customer service in your call center. But it’s also never been easier to find the information you need, implement the right tools, and make incremental improvements that drive real change in your call center.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Fonolo

JANUARY 23, 2018

The call center experience is under great scrutiny from today’s consumers. On the other hand, call center managers have to be cost-conscious in their approach to staffing. Luckily, there is a way to lessen the impact of hold times, without hiring agents: Offer your callers a call-back instead.

Call Center 141

Call Center Abandon rate Contact Center outsourcing 141

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. She has managed multiple call centers in the US.

call center workforce 52

call center workforce Call Center Management Gamification 52

Talkdesk

JUNE 27, 2016

Many call centers implement rigorous training programs as part of the onboarding process for newly hired agents. Once agents are able to start picking up calls, supervisors often engage in live coaching sessions where they actively advise agents during phone calls. Other times, agents might need to escalate the call.

Coaching 41

Coaching Call Center call center software call center solutions 41

NobelBiz

OCTOBER 17, 2023

Welcome back to our journey through the intricate world of call center management! In our previous installment, we peeled back the layers of the challenges that often remain hidden beneath the surface, impacting call center executives’ day-to-day operations. Read part one here.

Call Center 59

Call Center Management Contact Center Analytics 59