Playvox

DECEMBER 21, 2022

Fortunately, there are solutions to help address your concerns, and we’ve got some suggestions for the best contact center software for remote workers. While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. Leverage customer feedback mechanisms to monitor performance, shape policy and guide strategy (e.g., Voice of the Customer, CSAT, NPS and Customer Advisory Boards). Sean McPheat.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

SharpenCX

MARCH 4, 2020

This fleeting access to memory is why in-the-moment coaching is so impactful. Download Now: Get real about coaching and training your agents with these 7 techniques. A typical call center coaches and trains agents in a few different ways. And, they cram months (and months) of feedback into a single coaching session.

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

SharpenCX

AUGUST 1, 2022

Workforce optimization (WFO) is a group of strategies that work towards driving employee and operational efficiency and lower overhead costs through using data. WFO empowers agents to take ownership of their own professional development and fosters a positive, productive coaching environment. Let’s start off with a quick definition.

Contact center software 67

Contact center software Contact Center Self service Virtual Agent 67

Playvox

APRIL 25, 2023

How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Here are five winning strategies. Related Article: Best Contact Center Software for Remote Workers 3. Engagement. Engagement. Engagement.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

SharpenCX

MAY 26, 2020

Your customer service experience also plays a key role in customer retention strategies, too. Learn How to Build CX Strategy with Better and Usable Data that Already Exists in your Call Center. With effective and frequent customer service training and coaching. Coaching on the Fly. Think about it.

Contact Center 128

Contact Center Coaching Customer Service Customer Experience 128

SharpenCX

NOVEMBER 5, 2019

But if you don’t build call center improvement strategies that put what you find into action, your data is useless. The intel flowing through your contact center feeds a bottomless well of info about your business. Let’s put your data to work for a more profitable and successful contact center.

Call Center 98

Call Center Customer Experience Contact Center Metrics 98

SharpenCX

FEBRUARY 18, 2020

Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook. How do you need to grow your call center manager skills to be the best manager for your team? To coach your agents towards growth, you have to know what they’re shooting for. A Good Coach.

Call Center 84

Call Center Coaching Management Contact Center 84

JustCall

MARCH 22, 2022

It involves continuous efforts to coach and better sales teams. Sales coaching plays a key role in raising a high-performing team of sales representatives. But statistics show that with excellent sales coaching, sales teams can attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 52

Coaching Sales Scripts Construction 52

SharpenCX

APRIL 29, 2020

And, you shouldn’t have to worry that running a lean contact center puts agents at risk for burnout and disengagement. Download Now: How to put your contact center data to work for a better customer experience. With the right workforce management strategies in place, you can hit all of your priorities.

Coaching 76

Coaching Management Contact Center Morale 76

ROI CX Solutions

MARCH 12, 2025

Today, let’s take an in-depth look at the distinguishing features of omnichannel contact centers, the best practices that optimize their performance, and the major benefits of incorporating one into your company’s growth strategy. Managers can even step in to de-escalate more difficult situations.

Contact Center 52

Contact Center Multichannel Interactive Voice Response Best practices 52

Calltools

MAY 3, 2023

But being able to implement the above strategies means first employing some lesser-known tips. 5 Tips to Enhance Agents’ Experience Your contact center agents’ experience is just as important as your customers’ experience. After all, happy agents make happy customers.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

SharpenCX

MAY 12, 2020

Download Now: Help your agents get the hang of working in a call center with these 29 coaching techniques and facts. . The onboarding process in any call center can feel daunting. Contact center agents are the primary touchpoint your customers have with your company.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

NobelBiz

OCTOBER 31, 2023

Enhance your customer strategy with insights from Brad Cleveland, a global authority on customer strategy and management, in this captivating podcast episode: Beyond Transactional: Taking Customer Service to the Next Level. Tune in now and supercharge your call center training!

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

SharpenCX

NOVEMBER 21, 2019

CSAT scores are stuck and most CX strategies are tired. Only, trying to run a successful contact center with decades-old methodologies simply won’t cut it next year. 2020 call center trends look to finally shake up the stale industry. In 2020, data strategies will go a step further than they did last year.

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

SharpenCX

DECEMBER 23, 2019

Coach and train them in-line and on-time, right after their interactions. Coaching your agents to empowerment means they’ll be ready to find unique resolutions for customers. Build customer experience strategies based on data about what your customers want and how they interact with your brand.

Contact Center 107

Contact Center Customer Service Coaching Contact center software 107

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Be prepared to tweak processes and strategies based on real-world results.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Calabrio

MARCH 27, 2025

So, while this industry standard offers a good starting place for contact centers looking to benchmark their own performance, its important to analyze your operations metrics within their historical context to derive insights that guide your strategies for improvement. All these challenges contribute to an increase in your AHT.

Average Handle Time 52

Average Handle Time Best practices Contact Center Metrics 52

aircall

FEBRUARY 22, 2021

Sales strategy planning can help you meet both short- and long-term sales targets, carrying you through the first 90 days and beyond to successfully achieve your overall business goals. But that doesn’t mean you should shy away from getting the most out of your sales strategy planning phase. Defining Sales Strategy Planning.

Sales 62

Sales call center software Interactive Voice Response Call Center 62

SharpenCX

APRIL 15, 2020

Download Now: Learn 29 tactics and facts to coach your agents – no matter the circumstances. Dedicating a few blocks of time to improving and documenting your contact center strategy, for instance, takes a different mindset than holding 1:1s with your agents. Get your guide with 29 more ways to coach your team. .

Time management 106

Time management Call Center Management Coaching 106

SharpenCX

DECEMBER 4, 2019

One where employee happiness becomes core to the strategy of customer happiness. As you crunch numbers and finalize your customer experience plans for the year, build agent-first initiatives into your strategy. Can I get a resounding woohoo! from all our agent-first backers out there?). rise in CSAT.

Contact Center 67

Contact Center Customer Experience Wait times Contact center software 67

Hodusoft

JUNE 17, 2021

HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report. The global call center market size amounted to 339.4 billion USD in 2020.

Marketing 98

Marketing Contact Center Telecommunications voip 98

Hodusoft

APRIL 14, 2022

Data plays a significant role in their services as call and contact center software can derive actionable insights from the data collected through thousands of customer interactions every day. . Be it a call or contact center software or Unified Communications solution, you can harness the power of data in both.

Customer Service 59

Customer Service Contact center software contact center solutions Contact Center 59

Aspect

AUGUST 30, 2017

That said, if you’re going to deploy automated technology in your contact center, you must be ready with a strategy to leverage your personnel as you offload basic responsibilities onto your software. But in order to retain a competitive edge, you’ve got to integrate contact center software without losing the human touch.

Chatbots 76

Chatbots Contact center software Contact Center Coaching 76

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

NOVEMBER 21, 2019

CSAT scores are stuck and most CX strategies are tired. Only, trying to run a successful contact center with decades-old methodologies simply won’t cut it next year. 2020 call center trends look to finally shake up the stale industry. In 2020, data strategies will go a step further than they did last year.

Call Center 67

Call Center Contact Center Interactive Voice Response Self service 67

SharpenCX

DECEMBER 30, 2019

You form new strategies or tailor your old ones to the new expectations of customers. Truth be told, how you manage and coach your team has a massive impact on customer happiness. Build a customer experience strategy backed by the data that lives in your contact center. Develop better manager-agent relationships.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

SharpenCX

JUNE 8, 2021

Before you throw your hands up and give up on improving your call center’s customer retention, take a few minutes to read through three actionable customer retention strategies to employ as you start your journey down the roadmap to better customer loyalty. It’s important to have a data-backed strategy to align your future.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. Meet the renowned Contact Center Coach, Michael Tamer, also a training expert, CEO at Proponisi, and an accomplished author.

Analytics 98

Analytics Call Center Contact center software Scripts 98

SharpenCX

MAY 5, 2020

Download Now: Get real about coaching your agents to engagement with these 7 methods. They’re interested in cultivating that skill more, but aren’t sure how it fits into a business strategy. Set the right goals in your contact center to show the value your agents bring. Agent engagement starts with better coaching.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

SharpenCX

APRIL 8, 2020

Download Now: Use customer data to fuel better customer experience strategies. 13 tips to manage your contact center queues for greater efficiency and better customer outcomes. Use workforce management strategies to make sure you’re appropriately staffed. Serve coaching opportunities to agents in-queue.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

SharpenCX

MAY 20, 2020

Download Now: Apply these 7 methods to your coaching, regardless of where you’re working. Need more workforce management strategies to ease the burden on your agents? Jump to our post featuring 6 WFM strategies to keep teams engaged. In a recent HBR article , Patti Sanchez, head of strategy for Durate, Inc., Show empathy.

Management 84

Management Coaching Contact Center Contact center software 84

SharpenCX

JUNE 16, 2020

Many companies are building remote work strategies around the needs of their workforce. Workforce and engagement management is possible in a hybrid call center. In fact, you can use the same strategies for managing your employees no matter their location. For many, it’s become our present and our future. Let me show you.

Contact Center 67

Contact Center Management Employee engagement call center workforce 67

SharpenCX

FEBRUARY 19, 2020

Only 1% of contact centers think their data intelligence strategy is perfect, according to CCW. That’s why by 2025, contact center leaders (like you) have their heart set on getting a 360-degree view of their customers. How to Build a Call Center Report. Ask us about Sharpen Insights.

Call Center 76

Call Center Contact Center First call resolution Contact center software 76

Vistio

OCTOBER 7, 2024

Many contact center software platforms offer integrated training modules that allow agents to practice within the environment they’ll use every day, creating a smoother transition from training to live calls. In many contact centers, agents are thrown into live calls after training with minimal follow-up.

Contact center software 52

Contact center software Coaching Contact Center Technology 52

SharpenCX

JULY 26, 2023

But perhaps you’re sitting on all of your call center data. Instead, you rely on gut checks or old tactics to inform your strategy. It’s time to stop viewing call center metrics as an end result. What is Call Center Data? It provides objective support for strategy. Or you’re not using it to its full potential.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

Playvox

FEBRUARY 13, 2023

While traditional quality assurance means evaluating interactions and checking for compliance, QM takes a more holistic approach by going beyond typical contact center metrics and looking at an agent’s behaviors in both subjective and objective ways. But your service center can’t afford to tip the scales in the other direction.

Contact Center 78

Contact Center Quality management Calibration Coaching 78