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

Call Center Weekly

NOVEMBER 19, 2018

In turn, your contact center will see an improvement with CSAT. Removing barriers that prevent exceptional customer service will lead to a more engaged service center. Leadership must be committed to improving and should regularly attend training, seminars and conferences. This leads to happy, loyal customers.

Contact Center 222

Contact Center Government Feedback Consulting 222

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. This is my top ten list of really dumb things that smart call and contact center executives do. Not staying current on new technologies impacting Call and Contact Center operations.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

Fonolo

JUNE 17, 2015

The training you provide to your contact center employees prepares them for what’s to come in the workplace and helps them incrementally improve their skills. What is call center training? Handpicked related content: 5 Creative Ways to Manage Agent Shortages in Your Contact Center. Live call training.

Call Center 96

Call Center Gamification Coaching Contact Center 96

Call Center Weekly

DECEMBER 19, 2017

By Melissa Pollock Cloud-based contact center platforms, big data analytics, omni-channel operations, and artificial intelligence applications have all contributed to a prodigious evolution in how we engage and manage customer journeys. I heard Zig Ziglar say at a seminar nearly two decades ago, "Your input determines your output".

Technology 136

Technology Customer Experience Entertainment Coaching 136

Contact Center Pipeline

FEBRUARY 20, 2018

Years ago, I devised a leadership seminar and much of the program’s focus was on communication. Passing the baton” refers to handing over a particular duty or responsibility to someone, as in a relay race. We actually handed out relay race batons to illustrate the action of “handing off” information.

Calibration 138

Calibration Coaching Contact Center Call Center 138

SharpenCX

JUNE 28, 2023

Improving your customer service metrics requires a deeper look at which KPIs make sense for your contact center and the strategies you use to achieve them. What Call Center Metrics Should You Measure? Cost per call — the average cost you incur for every call handled. Take a look around your contact center.

Call Center 67

Call Center Metrics call center software Contact Center 67

TeleDirect

AUGUST 23, 2019

To thrive in this new environment, where consumers increasingly dictate how, when and where they will buy, more and more companies are taking advantage of outsourced call center customer services – including those that operate 24/7. The Top Advantages of 24/7 Call Centers. Hidden sales opportunities.

Call Center 83

Call Center outsourcing Technical Support Contact Center 83

TeleDirect

JUNE 2, 2021

So which type of call center do you currently have? Or, which kind of call center are you looking to implement in order to improve customer service? But first – let’s define the different types of call centers. The Main Types of Call Centers. That’s the list of different types of call centers.

Call Center 62

Call Center Business Process Outsourcing Upselling outsourcing 62

Taylor Reach Group

AUGUST 29, 2017

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Contact Center Nation – Mid Atlantic Fall Event – Reston Virginia – September 13. Preparing Tomorrow’s Contact Center TODAY.

Contact Center 48

Contact Center Call Center Customer Experience Journey mapping 48

TeleDirect

JULY 1, 2021

But first, it helps to determine the key differences between the two main types of call center platforms: the inbound and outbound call centers, respectively. From tech-friendly automated support to live agent assistance, we’re the preferred inbound & outbound call center solution for companies across the globe.

Call Center 62

Call Center Upselling Healthcare outsourcing 62

Taylor Reach Group

MARCH 26, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Every year the PACE Convention & Expo focuses on the best practices and technologies used in the contact center.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

Taylor Reach Group

MAY 14, 2020

You still want to keep in touch with them: send a text, make a call, ask them how they’re doing. You’ll be the “great boss example” they cite in future training seminars. That individual caring will be long remembered. If your people are actively working, you have more opportunities to connect with them.

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

VocalCom

JULY 10, 2017

Good communication in the call center is an essential part of customer service success. Here are five ways to improve communication in the call center. By streamlining the process, call centers may save costs with faster resolutions, and agents and managers will be more efficient and confident in their roles.

Call Center 54

Call Center Contact center software Morale Contact Center 54

COPC

MAY 2, 2019

s first China client seminar of 2019 was held on April 12 in Beijing, attracting participants from various industries including financial services, technology, utilities, outsourcing and many others. During her speech, Rachel shared that one of the major issues in contact center management is the underutilization of data.

outsourcing 8

outsourcing Construction Contact Center Banking 8

TeleDirect

AUGUST 26, 2019

From promoting new products & services to attracting customers at trade shows and conventions, what happens before your seminar is just as important as your presentation during the main event. Assessing all planning work prior to your show or seminar is challenging enough. Seminar assistance.

Call Center 48

Call Center outsourcing Business Process Outsourcing Healthcare 48

Noble Systems

AUGUST 27, 2020

Telemarketing call centers can fulfill a variety of needs beyond simply selling, and they can provide both outbound telemarketing services and inbound telemarketing services. Telemarketing can be used to make a simple, one-call sale. A wide range of telemarketing software is available to help telemarketing call centers.

Telemarketing 53

Telemarketing Call Center Gamification Contact center software 53

Vcaretec

MAY 22, 2023

One great option to address client issues at a reasonable cost is to outsource customer assistance to omnichannel contact centers. The concept of hiring the best outsourced contact center service was previously unheard of. What is Contact center Outsourcing? However, the business has evolved.

outsourcing 52

outsourcing Contact Center Inbound sales Call Center 52

Callminer

MAY 27, 2020

Maybe your team would benefit from a creativity workshop or team-building seminar to improve in-office relationships. . “To shake up the workday, or start Monday off with some inspiration, Cooleaf recommends hiring a motivational speaker to come into the office.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Taylor Reach Group

MARCH 20, 2020

Attendance and attrition have always been challenges in the contact center world. As contact center operators we know our environments are stressful and labor intensive, we may have hundreds or thousands of staff interacting with our customers and prospects each and every day.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Robert Davis

AUGUST 11, 2020

Davis and Associates ( [link] ) is excited to present three online courses designed to maximize the performance of supervisors, leaders at all levels, and contact center agents in the work-from-home environment. For Supervisors: Coaching Your Work-From-Home Agents for Maximum Results.

Contact Center 62

Contact Center Coaching Accountability Time management 62

JustCall

MAY 14, 2024

Here, we have discussed strategies for reducing training time for your contact center agents. What is call center training? Call center training is the process of training your agents to communicate effectively with potential or existing customers. It can negatively affect the training outcome.

Contact Center 52

Contact Center Coaching Call Center contact center solutions 52

CSM Magazine

FEBRUARY 16, 2024

In April 2024, the Las Vegas Convention Center will see the return of the Call and Contact Center Expo. The event is focused on the processes used by call and contact centers, with showcases from over 200 different business representatives along with seminars by over 100 industry experts.

Contact Center 52

Contact Center Big data Call Center Technology 52

Quality Contact Solutions

JANUARY 27, 2022

Whether your call center is inbound or outbound , and if you have a product or service to deliver, finding ways to increase sales is a consistent priority. You can find anything from helpful tips to a geographically convenient inside sales seminar to attend with a quick Google search. Contact us today to learn more.

Sales 98

Sales Upselling B2C Best practices 98

Vistio

AUGUST 9, 2021

Rod Jones has over 35 years of experience in the contact center industry and is an internationally recognized thought-leader, industry analyst, strategic adviser and subject matter expert. Do I have your permission to record this call for quality assurance? Well, certainly, with the greatest of pleasure.

Contact Center 52

Contact Center Consulting Consulting Call Center 52

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Engineering Education Banking 52

Outsource Consultants

DECEMBER 15, 2022

Contact center workers are increasingly pursuing opportunities for professional growth, positive working environments, and better perks. Meeting or exceeding these expectations is the key to avoiding high turnover among your call center agents. Request your no-obligation call center cost proposal today!

Morale 67

Morale Call Center Contact Center Education 67

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

COPC

MAY 11, 2017

This seminar, jointly hosted with the Auscontact Association, will be held on June 14 in Sydney and June 15 in Melbourne. For more information, contact Tracey Turk at tturk@copc.com. Call Center Week, Las Vegas. at Booth 714 at the 18th annual Call Center Week, June 26-30 at The Mirage in Las Vegas.

Best practices 40

Best practices Benchmark Analytics Contact Center 40

SharpenCX

JUNE 29, 2021

As a manager, you know the training game in your call center. Customer service agents need both soft skills and hard technical skills to keep up with the future of the workforce and deliver the best customer experience in your call center. First, what’s changing in call centers today?

Customer Service 67

Customer Service Coaching Call Center call center software 67

COPC

APRIL 14, 2016

To meet Judi at the IARE Symposium, contact her at jbrenstein@copc.com. Founded in 1985, the International Association of Reservation Executives (IARE) welcomes all companies who operate and support contact centers in the travel industry including airlines, cruise, rental car, bus and resorts. is a sponsor of IARE.

Benchmark 40

Benchmark Journey mapping Airlines Contact Center 40

Comm100

DECEMBER 11, 2017

Starbucks also carries out several customer experience seminars where employees are trained on etiquette, addressing customer complaints and standard responses to use. Not all customers have the same needs and you can find many different types of customers contacting your contact center – all with different desires and expectations.

Customer Experience 61

Customer Experience Benchmark Self service Customer Care 61

Netomi

JANUARY 5, 2022

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. Leslie O’Flahavan.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

COPC

FEBRUARY 22, 2019

This community is well supported by a calendar jam-packed with conferences, summits and seminars. From massive spectacles (think Customer Contact Week) to cozy, hosted dinners, industry-specific gatherings have a lot to offer. Cultural alignment is a point COPC Inc. Culture wasn’t the only hot topic at CRS New Orleans.

Finance 40

Finance Benchmark Contact Center Customer Care 40

Horizon CX

MARCH 19, 2022

By calling their Customer Careline. Oh no, I thought—not another round of call-center madness or chatbot mania—I need another channel—enter social media. There was no opportunity for me to voice my concerns about the operational deficiencies that were the real cause of the breakdown. I tried that to no avail.

Surveys 52

Surveys Interactive Voice Response Average Handle Time Wait times 52

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? This year, we’ve published our full selection of customer service conferences and contact center summits in North America. Customer Contact East, Ft. ICMI Contact Center Expo, Ft. Customer Contact Week , Nashville.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129