Noble Systems

MARCH 19, 2021

While many large enterprises still use these on-premise systems, SMB call centers can now take advantage of today’s cloud call center software for small businesses. Cloud Contact Center for SMBs. In the coaching mode, managers can assist the agent during a call, but the customer can’t hear the manager.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

SharpenCX

JUNE 8, 2021

Set up actions in your contact center software that trigger specific follow up questions to prompt your customers to fill out a survey after an interaction. Download Now]: Use the data that already lives in your software to create strong customer experience strategies. SMART goals are fantastic coaching tools.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

Cisco - Contact Center

SEPTEMBER 17, 2020

Webex Contact Center now supports stereo recording for agent-customer conversations, making it possible to clearly distinguish who is speaking and apply sophisticated voice analytics for customer sentiment detection and agent coaching, to improve customer experiences. We’d love to hear what you think.

contact center solutions 91

contact center solutions Contact Center Surveys Cloud contact 91

Playvox

OCTOBER 18, 2022

Because many customer service centers’ remote work policies require agents to maintain specific performance standards , managers cite solutions such as workforce management (29%) and quality management (26%) as other contact center software they turned to.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

NobelBiz

JULY 23, 2024

. “Implementing omnichannel call center software transforms how insurance agencies operate by streamlining workflows and enhancing agent productivity. This not only boosts efficiency but also significantly improves customer satisfaction.” – Michael McGuire – Senior Contact Center Software Consultant 5.

call center software 52

call center software Call Center Interactive Voice Response Coaching 52

SharpenCX

MARCH 24, 2020

Do they need coaching on de-escalating tough conversations with customers? If you don’t have a coaching program in place with your agents, start here. Get real about coaching your agents and see your FCR rates increase. Get the ebook with 7 projects to share with your VP of Ops to reduce inefficiencies.

industry standards 52

industry standards Metrics Call Center Wait times 52

SharpenCX

NOVEMBER 12, 2019

And, look at the quality of your agents’ coaching and training, how often they escalate calls, and how well they hit their metrics, too. Get the ebook. We’re diving in on this one in more detail later, but for now, think about measuring AX in terms of employee engagement and empowerment. Customer Lifetime Value.

Metrics 64

Metrics Best practices Call Center Surveys 64

NobelBiz

MAY 16, 2023

In contrast, a cloud-based contact center offers a pay-as-you-go model, allowing for resource allocation based on needs and tackling seasonality and spikes in activity with ease. Hosted contact centers have the power to transform average agents into extraordinary ones.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

NobelBiz

MAY 16, 2023

In contrast, a cloud-based contact center offers a pay-as-you-go model, allowing for resource allocation based on needs and tackling seasonality and spikes in activity with ease. Hosted contact centers have the power to transform average agents into extraordinary ones.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. How are managers delivering coaching?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

SharpenCX

MARCH 10, 2020

You go through training, get coached to use the company software, and learn to de-escalate situations with angry customers. And after a year of dedication, you’re promoted to manager of your call center. Download Now: Improve how you coach and train agents with 29 facts and techniques for managers. Sound familiar?

Call Center 67

Call Center Management Coaching Metrics 67

SharpenCX

MARCH 5, 2020

Then, you can coach your agents to what you find. Distill actionable insights from the data that already lives in your contact center. Get the ebook. To get some fresh insight on best practices for 2020, jump over to our latest post on contact center trends , here.

Best practices 67

Best practices Contact Center Airlines Benchmark 67