Outsource Consultants

MARCH 17, 2025

Building a dream team for your call center operations is a game-changer in today’s competitive business landscape. The Philippines has emerged as a powerhouse in the call center industry, offering a wealth of talented professionals. What Skills Define Top Philippines Call Center Agents?

Call Center 67

Call Center outsourcing Education Consulting 67

Fonolo

AUGUST 5, 2021

Even if a call center is properly equipped for remote work, it’s more difficult for agents to get facetime with management when issues arise simply because they can’t just walk over to their desk and ask for help. Virtual workshops. 15 Powerful Call Center Training Methods. Focus on fostering employee engagement.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

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

Fonolo

OCTOBER 26, 2022

When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? Call center managers and leaders have some of the hardest jobs when it comes to agent engagement. Call center managers and leaders have some of the hardest jobs when it comes to agent engagement.

Call Center 142

Call Center Abandon rate Education Contact Center 142

Fonolo

AUGUST 24, 2021

Employees, especially call center agents, spend a significant portion of their lives at work. Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work. How to Foster Agent Engagement in a Hybrid Contact Center. Micromanagement.

Call Center 148

Call Center Morale Best practices Contact Center 148

Contact Center Pipeline

JANUARY 29, 2020

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name Customer Contact Strategies CEO/Founder Michele Rowan When founded 2009 Describe your company We help companies design/expand their work-at-home programs for contact centers via custom consulting, public workshops and conferences.

Contact Center 288

Contact Center Consulting Consulting Call Center 288

Beyond Philosophy

OCTOBER 29, 2020

I was running a workshop with a utility client many years ago about the concept of Customer Experience. The first call center I managed many years ago had 550 people in Bristol, England. The call center was in one building, but their manager before me had his office in another building entirely.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

TechSee

AUGUST 26, 2024

Call centers are the frontline of customer service for many businesses. Providing excellent service in call centers is crucial for maintaining customer satisfaction and loyalty. However, call centers face a variety of challenges that can prevent them from delivering the best possible service.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

TechSee

JUNE 4, 2019

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.

Call Center 117

Call Center Technology Gamification Coaching 117

Myra Golden Media

DECEMBER 17, 2018

In my De-escalation workshops, I show a clip from Jack Nicholson’s Five Easy Pieces. The inflexible ‘no’ started the cycle of escalation, which I talk about in my workshops and eLearning. In the scene, Nicholson’s character is trying to get a side of toast. The employee’s initial contact was negative and final.

Coaching 274

Coaching Management Customer Service Call Center 274

Myra Golden Media

OCTOBER 29, 2018

I have for you five little tricks that I share in my onsite de-escalation workshops. When I managed a call center, I had my employees come up with the top 20 reasons they had to say ‘no’ or refuse a customer’s request. These ideas will help you be far more successful in getting customers to accept your word as final.

Call Center 277

Call Center Customer Experience Management 277

NobelBiz

SEPTEMBER 3, 2024

Productivity in a call center refers to the extent of how well your call center is in meeting the customer’s needs effectively. It might be expressed in many ways, including speed and efficiency of the agents, quality of calls taken, and how well the technology and processes in the call center function.

Call Center 98

Call Center Morale First call resolution Abandon Call 98

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

ScreenSteps Call Center

AUGUST 31, 2020

If you missed the workshop we ran for CCW, we recorded a summary for you here. The video below is jam packed with key points that will help you improve your call center guides, call flows, protocols, and scripts.

Call Center 52

Call Center Call flow Scripts 52

NobelBiz

MAY 9, 2023

One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and performance. We’ll share valuable insights from one of our workshops featuring two seasoned contact center experts, David Atkinson, and Bradley Butler.

Best practices 98

Best practices Call Center Gamification Contact center software 98

NobelBiz

JANUARY 3, 2024

Outbound call centers are evolving rapidly, driven by technological advancements and changing market dynamics. In 2024, several key trends are set to redefine the landscape of these centers. Advanced AI Integration: Beyond Customer Service Artificial Intelligence (AI) is no longer a novelty in call centers.

Call Center 105

Call Center Contact center software Contact Center Chatbots 105

Contact Center Pipeline

APRIL 11, 2018

“I don’t understand how my organization can use speech analytics.” This is a statement often heard from those who have speech analytics just as often as from those who don’t.

Analytics 124

Analytics Call Center Contact Center Technology 124

Aspect

MARCH 26, 2020

A large technology company was being inundated with inbound calls and needed an approach to “insulate their contact center.” ” They wanted to throttle the amount of calls that route to an agent in their call center. Your success is our success.

At home agents 155

At home agents Contact Center Interactive Voice Response Call Center 155

Beyond Philosophy

MAY 23, 2024

You can tell a lot about an organization’s sophistication regarding customer centricity based on how it assesses the quality assurance of a call center. Listening to calls and talking to agents reveals what’s happening daily and is far more relevant regarding an organization’s true Customer Experience.

Customer centricity 195

Customer centricity Call Center Banking Customer emotions 195

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

ShepHyken

MARCH 25, 2024

I loved one of his first topics: AI is not the end of call centers. If you disagree, it’s because the call center experience you had isn’t using AI for its best capabilities. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 212

Customer Service Call Center Call center experience Chatbots 212

CX Global Media

OCTOBER 15, 2018

Most often, contact center senior leaders promote their best agents to be supervisors without equipping them (more than 50% fail) with vital new leadership skills focused on the six core competencies they must develop. How to Build a Contact Center Dream Team. FREE Training – How Do Your Call Center Supervisors Measure Up?

Contact Center 269

Contact Center Morale Call Center Metrics 269

Myra Golden Media

APRIL 1, 2019

You can take the three easy steps I teach in my workshops to keep some customers from escalating. Let’s say have a customer who right out of the gate demands to talk to a supervisor. Recognize/Acknowledge.

Management 226

Management Call Center 226

Myra Golden Media

DECEMBER 17, 2018

You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final. It’s time to figure out how to fix that! Here are Three Simple (But Important) Things To Remember About Giving Bad News To Customers.

Customer Service 256

Customer Service Personalization Management Call Center 256

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

Myra Golden Media

FEBRUARY 14, 2019

I teach and role-play this strategy in my de-escalation workshops. ” Pleading with urgency, even with a ludicrous need, upped the success rate to 94%. Using the “because” tactic, you can increase the chances of a customer accepting your word as final. Say the word “because” Create a sense of urgency.

Personalization 246

Personalization Customer Service Management Call Center 246

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

Beyond Philosophy

OCTOBER 3, 2024

Usually, with clients and in workshops, I use the following exercise: Close your eyes and imagine you have just landed in the Congo. We All Compare Experience to Expectation All of us have called into a company, bracing for a poor experience. However, sometimes the experience we have with a call center isn’t half bad.

Call Center 221

Call Center Technology CRM Management 221

Callminer

JUNE 24, 2019

CallMiner is excited to return to Customer Contact Week as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy! Master-class Level Workshop. in the Montego AF Room of the Mirage Event Center.

Wireless 140

Wireless Analytics Education Enterprise 140

Myra Golden Media

JANUARY 15, 2019

If only I could facilitate workshops in leggings and ballet flats! Our call center set was so cool. My Producer, Jake, sat in to play a second call center agent. Here are some fun behind the scenes photos from last week’s visit to film two new training courses. Oh, I love the water and the sun.

Scripts 136

Scripts Call Center Contact Center Customer Service 136

Callminer

JUNE 12, 2018

Customer Contact Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Multichannel 140

Multichannel Contact Center Analytics Cloud contact 140

Callminer

JUNE 12, 2018

Contact Center Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Contact Center 140

Contact Center Multichannel Analytics Cloud contact 140

ShepHyken

AUGUST 25, 2024

When you’re getting more customer service queries than your business can handle, short-term fixes like extending call center hours won’t be enough to keep up with demand. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 220

Customer Service Customer centricity Chatbots Self service 220

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

Beyond Philosophy

JUNE 1, 2023

The designers of the Lost and Stolen call center had a context. The senior managers thought customers would be ready to present their account numbers upon getting through the call center queue. Colin has conducted numerous educational workshops to inspire and motivate your team. Speak to Colin and find out more.

Accountability 195

Accountability Call Center Education Consulting 195

Beyond Philosophy

SEPTEMBER 5, 2024

I used to run call centers. We called the customer-facing front office and non-customer-facing back office. Colin has conducted numerous educational workshops, on how to improve your Customer Experience, to inspire and motivate your team. What would you like us to discuss? Why not share it in a video? Click here.

Coaching 195

Coaching Call Center Education Personalization 195

Myra Golden Media

DECEMBER 9, 2019

This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. The lead-in , step 1, gets calls started on a positive note. Steps 2-6 are how to handle the body of the call in a friendly and warm way. Open with a lead-in.

Customer Experience 156

Customer Experience Call Center Customer Care Customer Service 156