Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

CX Global Media

JUNE 28, 2017

The theme at this year’s Call Center Week is about building the foundation for future transformation. Brian Cantor talks about Call Center Week highlights. Make Call Center Week Fall. If you are unable to be here at Call Center Week, we’ll miss you. Click to Tweet. No more innovation.

Call Center 149

Call Center Average Handle Time Contact Center Coaching 149

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Below we look into some of the things call center managers must do every day to be successful, along with tips on how to execute them.

Call Center 126

Call Center Management Contact Center Coaching 126

CX Global Media

MAY 22, 2017

Justin Robbins and Jim Rembach share a preview and insight into ICMI’s Contact Center Expo Conference. What’s hot at the Contact Center Expo besides the Orlando air temperature? Learn about what’s hot at ICMI’s Contact Center Expo.” Click to Tweet. What is Customer Experience going to cost?

Contact Center 185

Contact Center Best practices Interactive Voice Response Call Center 185

CX Global Media

SEPTEMBER 11, 2018

Annette Franz : Annette is the founder and CEO of CX Journey Inc, a Certified Customer Experience Professional (CCXP), and an official member of the Forbes Coaches Council. She is a co-founder of the Customer Experience Professionals Association, an author and a speaker keynoting high profile conferences and corporate events.

Customer Service 168

Customer Service Coaching Customer centricity Scripts 168

Fonolo

JUNE 17, 2015

But training new and old employees on an ongoing basis can be tough, so here’s a guide to contact center training, along with our top call center training ideas and methods you can put into practice: Our 15 Most Powerful Call Center Training Methods Are: Hold regular training sessions. What is call center training?

Call Center 96

Call Center Gamification Coaching Contact Center 96

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

CX Global Media

JULY 11, 2019

This is one of the reasons I developed the Contact Center Virtual Summit , to advance the traditional approach to educational conferences and event-type learning. From conference to On-demand Learning. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents. Playbook and Planner.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CX Global Media

MAY 24, 2018

Adriana is a wonderful ambassador for the contact center industry and I hope we can retain her, so that someday she is able to win a Lifetime Achievement Award. The Call Center Supervisor Success Path. Congratulations to Adriana Thompson – 2018 Contact Center supervisor of the Year – Click to Tweet .

Contact Center 257

Contact Center industry standards Morale Call Center 257

CX Global Media

JUNE 5, 2017

In an article written by long-time contact center industry analyst Brendan Read and author of Designing the Best Call Center for Your Business he interviewed Dr. John Triano, director of the Texas Back Institute’s (Plano, TX) chiropractic division, and resident ergonomics expert. A Contact Center First – For Me.

Agent burnout 192

Agent burnout Contact Center Morale Call Center 192

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. This can lead to cost savings in staffing expenses.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Voxjar

APRIL 9, 2020

We’re lucky that cloud software has made it just as easy to deploy a remote, distributed call center as it is to deploy one on-premise. The question is, how do we adjust the rest of our processes and tools to support a remote contact center workforce? How to overcome the biggest challenges of remote call coaching and QA.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

AUGUST 24, 2023

For example, I waited from 5:15 am until noon in a crowd of 100 people deep for the King’s coach to go by during King Charles III’s coronation. He told them to save money and hire supermodels to walk up and down the coach pouring champagne for all the passengers. In other words, it could be worth the wait. Not really.

Banking 195

Banking Coaching Wait times Chatbots 195

Balto

MAY 23, 2022

Ugh, Call Center Coaching…Let’s talk about it. . Ok, Call Center Coaching…what is it? Such gripping narratives use exhilarating phrases like “annual performance review,” “call center coaching tools,” and “telephony integration.” Defining the Challenges with Call Center Coaching.

Coaching 52

Coaching Call Center Average Handle Time Entertainment 52

SharpenCX

FEBRUARY 18, 2020

Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook. How do you need to grow your call center manager skills to be the best manager for your team? To coach your agents towards growth, you have to know what they’re shooting for. A Good Coach.

Call Center 84

Call Center Coaching Management Contact Center 84

CX Global Media

JULY 19, 2018

Each week, Jim introduces you to real folks (from the call center industry and beyond) with real stories of how they were able to get over the hump and lead themselves or others better…faster. The post Contact Center Quality is NOT a Score: Stop Using Checkboxes appeared first on Call Center Coach.

Contact Center 172

Contact Center Call Center Coaching Management 172

CX Global Media

AUGUST 30, 2017

All of this came flooding back to me when I met Craig Preston of Education Folder at Call Center Week. Coaching and training agents is a vital role that supervisors must perform to obtain peak performance. This prevents contact center supervisors from developing their team.” Although not initially. Click to Tweet.

Contact Center 149

Contact Center Coaching Education Call Center 149

CX Global Media

JUNE 25, 2018

Jim Rembach : Hey this is Jim the Fast leader Show and Call Center Coach, and I ‘m here at Contact Center Expo with Bruce Eidsvik, a Senior VP of marketing for Genesys. The post CX Heroes: Amazing Customer Service Stories Worth Sharing appeared first on Call Center Coach.

Customer Service 209

Customer Service Coaching Call Center Contact Center 209

CX Global Media

JUNE 26, 2018

Here is an edited transcript of our interview: Jim Rembach : This is Jim with Fast Leader Show and Call Center Coach and I’m with Justin Robbins at ICMI’s Expo. Watch and learn about more contact center solutions now. And what we talk about than what it looks like now is very different.

Contact Center 180

Contact Center Coaching contact center solutions Scripts 180

CX Global Media

JULY 10, 2019

Since the advent of contact centers, it’s never been documented that technology has remedied a failed systematic approach. Conference Coverts to On-demand Learning. The Contact Center Virtual Summit has the benefits of a conference, integrated into your day because it converts from conference into an on-demand learning system.

Contact Center 120

Contact Center Morale Coaching Chief Customer Officer 120

CX Global Media

JUNE 25, 2018

Here is an edited transcript from our interview: Jim Rembach : Hey this is Jim with the Fast Leader Show and Call Center Coach and I’m here at Contact Center Expo with Brian Brockman of Orkin. New contact center performance problem – Bed Bugs! Watch and learn about more contact center solutions now.

Contact Center 174

Contact Center Coaching Call Center contact center solutions 174

CX Global Media

JULY 12, 2019

This is one of the reasons I developed the Contact Center Virtual Summit , to help in sharing better practices in retaining contact center agents. Beyond a Conference to On-demand Learning. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents. Playbook and Planner. Getting Free Access.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

CX Global Media

MARCH 27, 2018

Each week, Jim introduces you to real folks (from the call center industry and beyond) with real stories of how they were able to get over the hump and lead themselves or others better…faster. The post Blinded Forever or Is Customer Effort Saved by AI Visibility appeared first on Call Center Coach.

Customer effort 200

Customer effort Contact Center Call Center contact center solutions 200

CX Global Media

AUGUST 18, 2017

I was able to rapidly see the benefit of using the rapid response of mobile self-service in WFM exception processing (and more) when I met Taylor Pack from Branch Messenger at Call Center Week. His tool truly meets the needs of the modern workforce and contact center. Get more human-centric and move onward and upward…faster.

Self service 174

Self service Contact Center Call Center contact center solutions 174

Callminer

JULY 15, 2019

This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. Tuesday, July 23rd Agent Performance and Contact Center Efficiency. Zeroing in on Ideal Coaching Moments with Speech Analytics featuring Vivint.

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

Beyond Philosophy

OCTOBER 20, 2022

First, he discovered a company through shared interests, conferences, and research articles, called NICE Enlighten AI CX Program, which he covers in the book. They discovered through AI analysis of hundreds of thousands of call center interactions that agent behavior leads to positive customer interactions.

Banking 195

Banking Contact Center Coaching Self service 195

Outsource Consultants

FEBRUARY 22, 2025

But how do you integrate Bangalore call centers into your CX strategy without hitting roadblocks? What Makes Bangalore’s Call Centers Stand Out? Cutting-Edge Technology & Innovation Bangalores call centers lead the industry in adopting AI-powered chatbots, predictive analytics, and cloud-based solutions.

Call Center 67

Call Center Average Handle Time outsourcing First call resolution 67

CX Global Media

FEBRUARY 12, 2018

Each week, Jim introduces you to real folks (from the call center industry and beyond) with real stories of how they were able to get over the hump and lead themselves or others better…faster. The post How validating caller identity can be costly and stupid appeared first on Call Center Coach.

Contact Center 204

Contact Center Interactive Voice Response Average Handle Time Call Center 204

Nicereply

MARCH 23, 2021

Heidi Craun – Founder of Insightful Delight , a boutique customer support consultancy, as well as Intermitten , a unique tech conference centered around creativity, community and diversity. Sarah Hatter – Founder of the Elevate conferences (Support, Women and Leadership themed conferences each year.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

SharpenCX

MARCH 18, 2020

It looks a bit different than it does for your work from home call center agents. So how do you, manager, support work from home call center agents while still keeping performance on track and helping your customers? The Basics: 4 Tips to Managing Work from Home Call Center Agents. Take breaks. What’s more?

Call Center 94

Call Center Morale Coaching Cloud contact 94

CX Global Media

JULY 9, 2019

Conference Coverts to On-demand Learning. The Contact Center Virtual Summit is the only contact center conference that converts into an on-demand learning solution. Typically call center agents train for 2-4 weeks and are not fully productive for another 1-3 months. Call center attrition rates are 40-100%.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Call Center Weekly

JULY 18, 2017

Coming to the Office too Frequently If possible, a monthly, in-office workday is a an ideal way to keep employees engaged and connected to the rest of the workforce.This may include training, and/or one-on-one coaching. This goes further than a phone call. Team conference calls and video conferencing are great options.

Morale 120

Morale Employee engagement outsourcing Coaching 120

CX Global Media

MAY 15, 2017

The report “Cloud-Based Contact Center Market by Solution (Dialers, Reporting, and analytics), Service (Professional and Managed), Application, Deployment Model, Organization size, Industry vertical, and Region by MarketsandMarkets states that This is a Compound Annual Growth Rate (CAGR) of 23.6%.

Contact center software 120

Contact center software Cloud contact Contact Center Transportation 120

CX Global Media

JANUARY 18, 2018

Just a few short weeks ago at the Gartner Applications (App) & UX Conference in Las Vegas, attendees heard that this is the year you need to do as many POCs (Proof of Concept) as you can with AI chatbots. The post Starting a Successful Chatbot Program – Infographic appeared first on Call Center Coach.

Chatbots 120

Chatbots Enterprise Contact Center Coaching 120

CX Global Media

JULY 26, 2017

When it comes to trying to figure out the contact center communications cloud landscape, the fog began to lift for me somewhat at Call Center Week. End Finger Pointing in the Contact Center Communication Cloud Click to Tweet. I was helped to see a little more clearly by Matt McGinnis of 8×8.

Contact Center 159

Contact Center SaaS Call Center Technical Support 159

Global Response

AUGUST 7, 2023

There’s a lot of discussion about employee empowerment today, but call center agents are a unique type of employee with unique roles and needs. So, how do you create empowered call center agents who can deliver great service day-in and day-out? Provide the right call center agent training and development opportunities.

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Call Center Agent Empowerment Average Handle Time Feedback 62