Beyond Philosophy

SEPTEMBER 5, 2024

Sandra Thompson , an emotional intelligence coach for Evolution, shared a video as part of our None of Us Are as Clever as All of Us feature for our podcast. I used to run call centers. We called the customer-facing front office and non-customer-facing back office. What would you like us to discuss? Click here.

Coaching 195

Coaching Call Center Education Personalization 195

Calabrio

APRIL 11, 2025

The Foundation: Building Your Strategic Call Center Training Program Moving beyond acknowledging the need for training, building an impactful call center training program requires a deliberate and strategic approach. The contact center environment is dynamic. Simply running generic sessions won’t cut it.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Myra Golden Media

NOVEMBER 20, 2019

A customer support specialist said “In regards to your eLearning course, your coaching has immensely helped me with a few difficult calls these past three weeks. The particular course that was pivotal to these calls was your “How to De-escalate” section.” (with a focus on de-escalation). Course Outline: Practice with Feedback.

Coaching 185

Coaching Customer Care Customer Support Feedback 185

CX Global Media

AUGUST 14, 2018

We know that traditional approaches like multi-day workshops don’t build skills efficiently. Call center supervisor training for agents can no longer be after they are placed in the role. Contact Center Agent to Supervisor Success Path INFOGRAPHIC Click to Tweet. Learning and Development Must Disrupt Itself.

Contact Center 180

Contact Center Call Center Coaching Surveys 180

CX Global Media

NOVEMBER 6, 2019

Roger is a long-time contact center industry veteran and a respected thought-leader. At the event he conducted a workshop about Speech Analytics and he graciously shared with me his observations about what occurred during that workshop. Mistake #3: You should know WHY people are calling. So, there’s two pieces.

Analytics 136

Analytics Contact Center Coaching Call Center 136

SharpenCX

MAY 31, 2023

In the evolving world of customer service, contact centers play a vital role in ensuring customer satisfaction. However, call center agent retention continues to be a challenge for many organizations. Encourage ongoing learning through regular skill enhancement workshops and access to relevant resources.

Call Center 76

Call Center Coaching Construction Morale 76

CX Global Media

DECEMBER 28, 2017

Coaching is the #1 agent experience focus for 2018. At least it is as stated in CCW’s Executive Report Contact Center Priorities for 2018. It’s that while you are implementing system and organizational changes you must train and coach your people. Contact Center Executive Priorities for 2018 – Click to Tweet.

Contact Center 159

Contact Center Coaching Customer centricity Customer effort 159

Myra Golden Media

MARCH 18, 2020

Years later, as a call center manager, challenging customers and frequent escalations forced me to search for reliable approaches to delivering bad news and de-escalating intense interactions. The particular course that was pivotal to these calls was your “How to De-escalate” section.” with a focus on de-escalation).

Coaching 156

Coaching Customer Support Call Center Customer Care 156

CX Global Media

AUGUST 7, 2018

We know that traditional approaches like multi-day workshops don’t build skills efficiently. Contact centers can be in one of four stages: denial, resistance, exploration, and commitment. The post [INFOGRAPHIC] Accelerated Skill Development for Contact Center Supervisors appeared first on Call Center Coach.

Contact Center 174

Contact Center Coaching Call Center Personalization 174

Outsource Consultants

MARCH 4, 2025

Manila call centers are at the forefront of global customer service operations. At Outsource Consultants, we’ve seen firsthand how Manila call center efficiency can help drive remarkable efficiency gains through strategic improvements. These centers achieve remarkable efficiency gains through strategic improvements.

Call Center 67

Call Center Gamification outsourcing Chatbots 67

CX Global Media

JULY 11, 2019

We know that traditional approaches like multi-day workshops don’t build skills efficiently. 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. Kate Nasser The People Skills Coach™ & Author of Leading Morale.

Contact Center 120

Contact Center CCNG Morale Coaching 120

Interaction Metrics

JANUARY 26, 2024

Martha briefly touches on how Interaction Metrics measures and improves the customer experience; then, Jason narrows in on call center training. The client achieved a 50% improvement in performance over a six month period, highlighting the necessity for employing programs, not just one-and-done call center training projects.

Call Center 62

Call Center Coaching Metrics Surveys 62

CX Accelerator

AUGUST 1, 2018

Negative interactions with clients or coworkers may trigger an emotional response in an individual from a life experience beyond the call center. We hosted a photography workshop , and it was a huge hit. We are typically encouraged to leave our “baggage” at the door and come to work with a smile. Sorry, shameless plug!

Contact Center 182

Contact Center Healthcare Coaching Education 182

SoliCall

AUGUST 2, 2023

Increasing the performance of agents in call centers is crucial for delivering exceptional customer service and achieving business goals. Here are seven ways to enhance agent performance in call centers: 1 – Comprehensive Training. 2 – Performance Feedback and Coaching. 3- Clear Performance Metrics.

Call Center 52

Call Center First call resolution Construction call center software 52

NobelBiz

FEBRUARY 15, 2023

You must assist the call center in ensuring the accuracy of its quality measurement procedures. Calibration sessions serve this purpose for call centers. This article decodes the function and best practices for call calibration. Key Points: Call Center Calibration measures how well the call center works as a whole.

Calibration 52

Calibration Call Center Call Logging Quality management 52

SharpenCX

JUNE 16, 2021

Workplace culture, safety and equality is critical to running a successful call center. And for call centers, which are plagued by some unfortunate statistics ( 74% of call center agents are at risk of burnout and there’s an average turnover rate as high as 30-45% ) employee retention should be top of mind. .

Call Center 67

Call Center Education Coaching Construction 67

Call Center Weekly

OCTOBER 5, 2018

So don’t include the ones that come standard with every other “Core Values Workshop” mindset. How well your staff lives by and exemplifies the core values of your company should be coached and rewarded. Get to the Core Values that really mean something in a truly non-generic way. Let’s assume those as a given.

Customer Experience 143

Customer Experience Coaching B2B Personalization 143

Balto

AUGUST 8, 2024

The modern call center is facing unprecedented challenges, especially with rising customer expectations, increased market competitiveness in many industries, and potential hires seeking a healthy work environment that encourages growth.

Call Center 52

Call Center Interactive Voice Response Coaching Chatbots 52

NobelBiz

JUNE 19, 2023

By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment. In a call center setting, real-time monitoring refers to the continuous observation and analysis of customer interactions as they occur.

Call Center 52

Call Center Coaching Contact Center Metrics 52

JustCall

DECEMBER 10, 2020

The quick resolution power of agents comes from experience, that begins with effective call center training. Man­agers supervising a call cen­ter or a contact center know that their agents require regular call center train­ings. Why call center training of agents? Delivers quality service.

Best practices 52

Best practices Call Center Sales Average Handle Time 52

Expivia

JUNE 10, 2022

There are a lot of misconceptions about what working in a call center is like. If you’re thinking of becoming a call center agent, you should know what it’s really like. What Is a Call Center? A call center is essential to strengthening customer relationships. Types of Call Centers.

Call Center 52

Call Center virtual call center Multichannel Contact Center 52

Balto

NOVEMBER 28, 2023

Call center quality management can present numerous challenges for your business. Artificial intelligence (AI) has introduced a wide range of solutions that enable faster, more accurate, and more efficient call center quality management. Resolution: Did the call end up with the customer’s problem resolved?

Quality management 52

Quality management Call Center Management Contact Center 52

CX Accelerator

AUGUST 1, 2018

Negative interactions with clients or coworkers may trigger an emotional response in an individual from a life experience beyond the call center. We hosted a photography workshop, and it was a huge hit. We are typically encouraged to leave our “baggage” at the door and come to work with a smile. Sorry, shameless plug!

Contact Center 140

Contact Center Healthcare Coaching Education 140

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

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. The drastic changes of the past few decades have caused a complete shift to high-tech modern solutions, where software has become key in transforming day-to-day call center operations.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Taylor Reach Group

MARCH 20, 2020

Provide free or subsidized lifestyle coaching, counseling, or self-management programs. Host seminars or workshops that address depression and stress management techniques, like mindfulness, breathing exercises, and meditation, to help employees reduce anxiety and stress and improve focus and motivation.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

NobelBiz

JUNE 5, 2023

However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them. According to a report by SmallBizGenius , sales representatives must make an average of 18 calls to reach one potential buyer.

Call Center 52

Call Center Scripts CRM Contact Center 52

JustCall

DECEMBER 1, 2022

Remote call center employees feel they can be more flexible, productive, and satisfied while working from home. Work from home call centers must deal very cautiously with employees who prefer to work from home. Work from home call centers must deal very cautiously with employees who prefer to work from home.

Call Center 52

Call Center Management Agent burnout Scripts 52

Talkdesk

FEBRUARY 21, 2019

Jenny Dempsey is a Social Media and Customer Experience Manager at NumberBarn and a health coach at Jenny Dempsey Wellness. Years in the customer service industry as an agent, director and everything in between showed her how important wellness in contact centers is.

Contact Center 73

Contact Center Coaching Customer Service Customer Experience 73

COPC

MARCH 11, 2022

Explore emerging ways to create candidate interest & employee retention with Rick Zayas, COPC VP, in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. However, there is still a possibility that labor issues are unique to that call center.

Contact Center 85

Contact Center Customer Support outsourcing Marketing 85

SharpenCX

MAY 16, 2022

Outbound contact centers are often considered synonymous with spammers, but when run ethically and with the right purpose, they can play a critical role in deepening your relationships with your existing customers and connecting with new ones. Inbound Vs. Outbound Contact Centers. Establish Meaningful KPIs. Tech leaders?

Contact Center 67

Contact Center Scripts Call Center call center software 67

Playvox

MARCH 27, 2023

Training programs should be designed to meet the specific needs of the contact center and its agents. This could include a combination of classroom training, on-the-job training, learning courses , and workshops. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 3.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Playvox

MARCH 21, 2024

This is where something like AutoQA (AQA) , may be the solution as it can automate the feedback process and make it easier for contact center leaders to provide consistent feedback since it is less time-consuming than traditional QM. Along with training, it is important to provide timely coaching to your agents.

Morale 90

Morale Contact Center Quality management Coaching 90

Outsource Consultants

JANUARY 16, 2025

At Outsource Consultants, we’ve seen firsthand how implementing contact center quality assurance best practices can transform customer experiences and drive business success — from security to seasonal industries to strategic call center KPI achievement. This ensures that agents constantly improve their skills.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

Robert Davis

MARCH 2, 2017

Our success has provided a solid foundation, giving our company the reputation for being one of the best full-service training, coaching and facilitation consultancies in the marketplace. After ensuring understanding, call coaching focused on exceeding customer expectations from greeting to close. RCDA Results.

Call flow 48

Call flow Coaching Telecommunications Customer retention 48

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition. What is hyper efficiency in a contact center?

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

NobelBiz

JULY 31, 2023

As we delve into the fundamentals, you’ll discover how call queuing empowers businesses to build lasting customer relationships and cultivate a reputation of unparalleled service. The Science Behind the Queue Every call that reaches a call center passes through a systematic evaluation process.

Wait times 52

Wait times Telecommunications Call Center CRM 52