CCNG
MARCH 21, 2025
If you work in a call centerespecially if you lead a call centeryou might want to stop reading now, because Im about to bum you out. Being a call center agent sucks and it is managements fault. If youve worked in a call center, you know the truth: call center employees are tracked more than federal prisoners.
Callminer
NOVEMBER 16, 2020
Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor
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TeleDirect
DECEMBER 25, 2024
How 24/7 Call Centers Improve Your Customer Experience In todays global and always-connected marketplace, customer expectations have evolved dramatically. For this reason, 24/7 call centers have emerged as a vital component for businesses aiming to exceed customer expectations and stay competitive. These include: 1.
TeleDirect
JANUARY 7, 2025
5 Signs Your Business Needs a Call Center As your business grows, so does the complexity of managing customer interactionsa sign that your business needs a call center. With rising customer expectations and increasing call volumes, you may start to notice cracks in your customer support system.
Speaker: Vicki Brackett, Author and COO of Sinousia
The most important asset of any call center are the employees. To provide a better customer experience, build brand loyalty and increase your revenue and bottom line, keeping your employees engaged is critical. This can be hard to do. Even when you feel like you have this nailed down, your tactics could become stale.
Callminer
OCTOBER 11, 2018
From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. It’s no secret that many people can’t stand call centers…”.
Callminer
MAY 26, 2020
Operating a growing call center operation involves logging and assessing myriad moving elements at once. It can be close to impossible to manage these critical success factors without help from specialized software. However, not all metrics make sense for a growing call center to monitor. First Call Resolution.
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Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it. What does it take to engage agents in this customer-centric era?
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Wouldn't it be great if you could watch an instant replay of your call center dashboards? In this infographic, you will learn how to: Improve call center KPIs. TASKE shares how you can rewind your real-time dashboard and watch agent and team activities in the past. Enrich agent and supervisor training. And more!
Speaker: Jim Rembach, President of Call Center Coach
Keeping up with constantly changing contact center technologies, economic issues, business issues, and personnel issues requires you to become skilled in a wide range of areas. You have to obtain knowledge and learn from multiple sources to be successful. You will also learn: The single most profound finding ever on employee engagement.
Advertiser: Vanilla Forums
As customer demands continue to grow, more organizations are looking to digitize their customer support journey, since the more traditional methods of support such as the call-center are no longer fulfilling customer needs. These digital transformations, however, are not a one-step fix, but rather a journey.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
How many hours do you think your call center agents spend answering repetitive, transactional calls that don’t require human assistance? Then you're probably well aware of the potential for using conversational AI to manage the calls that can be answered easily and quickly. Unsurprised?
Speaker: Rana Gujral, CEO at Behavioral Signals
Insights from a real-world case study, involving a European Financial Institution, and how behavioral AI managed to increase revenues by 20% while lowering call center costs by 7.6%. How Behavioral AI can have an impact on the quality of customer conversations with a measurable increase of 20% in actual outcomes.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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