Callminer

NOVEMBER 18, 2020

Steve Bufton is the Director of Contact Center Operations at Donlen (Fleet Management division of Hertz). The contact center industry is rapidly evolving – whether you’re in the fleet space like Donlen or something else – with a variety of macro trends…”. So, in short: whatever you do, do not transfer the customer!

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. That’s the power of multi-tenant contact center software for BPOs! What is Multi-tenant Contact Center Software? Imagine an office building called the contact center.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

SharpenCX

NOVEMBER 21, 2019

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. As we look to 2020 call center trends, we look past shiny objects. Because customers still aren’t happy. They want more.

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

Calltools

MAY 3, 2023

With text analytics, managers can assess the customer’s perception of their interaction with the contact center and identify sentiment trends for each agent and their workforce as a whole. Review the information and highlight any trends you notice.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

SharpenCX

NOVEMBER 21, 2019

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. As we look to 2020 call center trends, we look past shiny objects. Because customers still aren’t happy. They want more.

Call Center 67

Call Center Contact Center Interactive Voice Response Self service 67

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

NobelBiz

OCTOBER 31, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz Omnichannel Customer Engagement with Nobelbiz Nobelbiz’s Omnichannel Customer Engagement solution is a game-changer for businesses aiming to provide seamless communication experiences. Tune in now and supercharge your call center training!

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

NobelBiz

JULY 25, 2023

By harnessing the power of advanced analytics tools, contact centers can uncover valuable patterns, identify emerging trends, and tailor their services to exceed customer expectations. 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

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. In the Software Advice report, HoduCC made the FrontRunner list in the call recording software category.

Marketing 98

Marketing Contact Center Telecommunications voip 98

Calabrio

MARCH 27, 2025

Measuring AHT can help contact centers: Understand agent preparation and needs: AHT can provide evidence of how well call center agents are equipped to handle customer questions and concerns. The first step is to identify what is lacking in team coaching. All these challenges contribute to an increase in your AHT.

Average Handle Time 52

Average Handle Time Best practices Contact Center Metrics 52

Aspect

AUGUST 30, 2017

But with the introduction of these new technologies, a debate has cropped up about how this emerging trend will impact contact center agents. But in order to retain a competitive edge, you’ve got to integrate contact center software without losing the human touch. The Age of Automation is here.

Chatbots 76

Chatbots Contact center software Contact Center Coaching 76

SharpenCX

OCTOBER 3, 2019

Some 78% of financial executives think their work is going to change over the next five years because of new digital business trends. Some trends, like video banking, will transform into a credit union mainstay as it lets members talk face-to-face to an agent, while credit unions can centralize their workforce.

Banking 64

Banking Contact center software Big data Technology 64

Hodusoft

APRIL 14, 2022

Consequently, the customer service and contact centers are evolving rapidly with the latest technologies– cloud, artificial intelligence, and business intelligence platforms to facilitate businesses with a better understanding of the customer service experience. Targeted coaching to improve agent performance.

Customer Service 59

Customer Service Contact center software contact center solutions Contact Center 59

Fonolo

JUNE 9, 2020

Once you’ve selected and established the KPIs that fit your contact center’s needs, you’re ready for the next step. Most contact center software will include analytics, which you can use to measure the activity of your contact center agents over your chosen period of time (6 months, for example).

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

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

Calabrio

MARCH 4, 2025

Performance metrics: Contact centers can track and measure key performance indicators (KPIs) related to conversations, such as call duration, response time, or customer satisfaction scores. From product to marketing to operations, business leaders can take action on key trends to prevent churn and drive growth. The result ?

Coaching 40

Coaching Contact Center Analytics Sales 40

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

SharpenCX

APRIL 29, 2020

Use your data as a roadmap for what’s happening in your contact center and what kind of interaction volume you can expect in the contact center. Pair historical data with recent data trends from your real-time numbers. Build in time for agent coaching. Coaching builds confidence in your agents.

Coaching 76

Coaching Management Contact Center Morale 76

SharpenCX

FEBRUARY 19, 2020

We’re walking through how to build a call center report in Sharpen Insights, so you can learn the basics of building out a report suited to your needs and fast-track yourself to a more perfect intelligence strategy. How to Build a Call Center Report. How to Turn Your Data into Action. Ask us about Sharpen Insights.

Call Center 76

Call Center Contact Center First call resolution Contact center software 76

SharpenCX

APRIL 7, 2020

Download Now: 7 tactics to coach your agents, no matter where they’re working. As your customer service team adopts this virtual call center model, let’s review essential remote work trends you need to ensure your call center team maintains customer experience and productivity. No strings attached.

virtual call center 104

virtual call center Call Center Coaching Contact center software 104

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

SharpenCX

FEBRUARY 26, 2020

Download Now: See what Frost & Sullivan say are the most important trends shaping the contact center market. Coach and train your team to prepare them for what’s ahead. For starters, coach your agents how to handle change and specific tasks that will complicate your operations. Read Vibrant’s Story.

Contact Center 84

Contact Center Management Coaching Contact center software 84

SharpenCX

MARCH 18, 2020

And past trends show, as employees get more flexibility, they never want to give it back. And as more people flock to their home offices this week, potentially kicking off a trend of more remote work for years to come, we want to help. Use video conferencing for coaching sessions and team meetings. Get dressed. What’s more?

Call Center 94

Call Center Morale Coaching Cloud contact 94

Aspect

SEPTEMBER 12, 2017

Now more than ever, it is critical for contact centers to provide customers with the highest degree of care possible. The emphasis on customer experience, versus basic customer service, has driven businesses to massively expand the role of the contact center. What are those expectations?

contact center solutions 71

contact center solutions Contact Center Contact center software Coaching 71

Playvox

MARCH 19, 2024

AI is also finding its way into contact centers, as technology allows machines or computers to process information in a similar fashion, but much faster than humans. AI analytics tools can quickly transform customer sentiment into valuable customer insights and help them map the customer journey and even predict market trends.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

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. Clearly, recording is an important part of the SMB call center software platform.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

SharpenCX

MAY 20, 2020

Download Now: Apply these 7 methods to your coaching, regardless of where you’re working. But trends tell us that remote work won’t vanish any time soon. Get real about coaching your contact center teams with these methods.

Management 84

Management Coaching Contact Center Contact center software 84

SharpenCX

FEBRUARY 11, 2020

Download Now: See what Frost & Sullivan marked as the most important trends impacting contact centers. It’s vital that you know where your team’s strengths and weaknesses lie, so you know how to coach to better performance. With metrics and KPIs, you set the bar for performance across your contact center.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

SharpenCX

JULY 26, 2023

Use the data to see where agents struggle, whether in process, contact center software, or team cohesiveness. Then, conduct 1:1 conversations with your managers to address key concerns using call center data for support. Get specific so managers change their coaching or training tactics to include smarter processes.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

Call Experts

OCTOBER 5, 2023

Gathering Valuable Insights Call centers generate a wealth of data and customer feedback. Analyzing this information can provide valuable insights into customer preferences, pain points, and emerging trends, helping businesses make strategic decisions. Check if the contact center provider offers the following.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

SharpenCX

OCTOBER 3, 2019

Some 78% of financial executives think their work is going to change over the next five years because of new digital business trends. Some trends, like video banking, will transform into a credit union mainstay as it lets members talk face-to-face to an agent, while credit unions can centralize their workforce.

Banking 52

Banking Contact center software Big data Technology 52

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. That translates to about 32% of your agent workforce that could turn over.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

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

SharpenCX

OCTOBER 24, 2019

As you phase in your change management, these folks can work across your credit union to coach peers on using the tools for their benefit. Some employees might prefer an online training session while others may need more handholding with a personal coach. These folks will make great influencers ( see step 3 ) and peer coaches.

Education 64

Education Coaching Contact center software Contact Center 64

SharpenCX

FEBRUARY 4, 2020

Download Now: Master your manager skill set with 29 tactics and strategies to better coach agents. An accountant needs to know how to reconcile bank statements, while a software developer doesn’t. Trends show as companies use more technology, they also rely heavily on those with strong people skills to help implement the tech.

Call Center 84

Call Center Management Coaching Contact Center 84

Aspect

OCTOBER 19, 2017

It feels like just yesterday we were standing on stage in Orlando announcing the 1 st annual Aspect Contact Center Benchmark (if you missed it here’s the press release ). We are now 5 months into our 2 nd year of collecting data from our customers and prospects and have some early insights and trends to share.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

NobelBiz

NOVEMBER 27, 2023

By categorizing calls based on their type, businesses can analyze call volumes and identify trends. This information facilitates performance analysis, accountability, and targeted training and coaching for agents. This provides deeper insights into communication activities and identifies trends or patterns.

Call Logging 59

Call Logging voip Contact center software Contact Center 59