Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? To drive customer loyalty and sustain success, contact centers must keep up with customers consistently rising expectations. What is Contact Center Training?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

The Northridge Group

AUGUST 19, 2020

At The Northridge Group, we frequently come to the aid of companies with struggling contact centers, but what about the ones already doing a pretty good job? An organization like this may question whether it’s worth seeking guidance to take their call center to the next level. Consider a baseball star like Anthony Rizzo.

Contact Center 145

Contact Center Coaching Call Center First call resolution 145

CCNG

FEBRUARY 14, 2024

In response, contact centers have been forced to evolve operationally. The question is, have our contact centers kept up with this knowledge evolution? As leaders in the contact center industry, we tend to “throw bodies” (a.k.a. As leaders in the contact center industry, we tend to “throw bodies” (a.k.a.

Contact Center 195

Contact Center At home agents Coaching Management 195

CX Global Media

MAY 11, 2020

In recent years, there has been a rising tide of interest in the use of Artificial Intelligence (AI) in contact centers. STOP : What are the truths of AI in contact centers? What about the uniqueness of your contact center, the work you perform, and your strategic positioning in your organization.

Contact Center 194

Contact Center Technology Customer centricity Customer emotions 194

The Northridge Group

AUGUST 14, 2023

In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. Additionally, contact centers must invest in streamlined and high-quality employee onboarding, continuous skill development, and coaching.

Contact Center 120

Contact Center Coaching Morale contact center associations 120

Calabrio

APRIL 23, 2025

Analytics Workforce Management Clarity in the Chaos: How Contact Centers Are Turning Data into Direction with Calabrio Insights Jump ahead Data Is Everywhere. Thats why forward-looking contact centers are turning to Calabrio Insights the powerful, AI-driven business intelligence solution at the heart of the Calabrio ONE suite.

Contact Center 52

Contact Center Coaching Schedule adherence Agent burnout 52

SharpenCX

SEPTEMBER 29, 2021

We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. Use these four employee training templates as the starting point to improve retention in the contact center. . Your task list is long and overwhelming. Where do you start? Make it fun.

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

Calabrio

APRIL 8, 2025

Analytics A Guide to Contact Center Sentiment Analysis & Measurement Jump ahead What is Contact Center Sentiment Analysis? How Does Contact Center Sentiment Analysis Work? In the contact center, customer interaction analytics can run into the same issue when analyzing a voice call.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

SharpenCX

OCTOBER 6, 2021

If your contact center is filled with tired, stressed, irritable employees, your customers will notice. So, step one to running a more effective contact center is focusing on your agents, first. So, step one to running a more effective contact center is focusing on your agents, first.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

Fonolo

JANUARY 14, 2021

Fostering an inclusive work environment is essential if you want a high-performing contact center team. If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. Empathy has been a hot topic in the contact center industry this past year.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

CX Global Media

AUGUST 28, 2018

Contact centers around the world face similar challenges, yet so many continue to work in silos. Many contact center leaders have an opportunity to accelerate their success by collaborating with others. Jim Rembach : Hey this is Jim with Fast Leader Show and Call Center Coach and I’m here with David Hadabos of CCNG.

CCNG 136

CCNG Contact Center Chief Customer Officer Coaching 136

SharpenCX

JANUARY 23, 2020

Contact center managers struggle to coach for better performance. In a sea of numbers spread across 13 different screens, how do you know what levers to pull to make real changes in your contact center? Download Now: How to build customer experience strategies using the data you already have in your contact center.

Coaching 98

Coaching Contact Center Benchmark Management 98

The Northridge Group

JULY 20, 2023

Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment. You may unsubscribe from these communications at anytime.

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents. Playbook and Planner.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CX Global Media

JULY 10, 2019

The third step ( Step 1 , Step 2 ) in the contact center agent journey is about developing high-performing agents. Since the advent of contact centers, it’s never been documented that technology has remedied a failed systematic approach. If fact, most often technology has accelerated poor performance in these instances.

Contact Center 120

Contact Center Morale Coaching Chief Customer Officer 120

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? If people do abuse it and it’s failing out of balance, they need to be coached up or coached out.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Vistio

MARCH 24, 2025

Virtual chat groups, video calls, and collaborative platforms can help build a sense of team cohesion, even when agents arent in the same location. Prioritize Real-Time Coaching and Feedback Hybrid models require adaptive coaching strategies.

Contact Center 52

Contact Center Coaching Feedback Personalization 52

Taylor Reach Group

APRIL 23, 2021

When your contact center manager leaves, or you create a new management position, you should always look for a long-term replacement, right? As part of regular succession planning, the organization should have identified one or more potential successors to the contact center manager. The center is in turmoil.

Contact Center 123

Contact Center Management Consulting Consulting 123

CX Global Media

JULY 12, 2019

The fifth step ( Step 1 , Step 2 , Step 3 , Step 4 ) in the contact center agent journey is about agent retention. Retaining contact center agents has always been a significant focus area in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

CX Global Media

JULY 9, 2019

The second step ( the first step ) in the contact center agent journey comes with the on-boarding process. In my experience seeing many contact center operations, I see this area of the agent journey being full of improvement opportunities. Linda Harden President and Publisher, Contact Center Pipeline.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

CX Global Media

JUNE 1, 2017

Hiring the best contact center agent is getting more complex with each passing year. As more interaction channels enter the contact center, the interactions agents need to support are more challenging and require higher skill sets. Watch Tim Kennedy of Shaker with Jim Rembach on Contact Center Candidate Experience.

Contact Center 136

Contact Center Call Center Coaching Education 136

The Northridge Group

MARCH 28, 2022

The benefits of data insights for healthcare contact centers are plentiful and therefore worthy of further exploration. This created a robust view, categorizing their callers and the reasons for their calls into actionable healthcare-specific groupings.

Healthcare 128

Healthcare Analytics Contact Center First call resolution 128

The Northridge Group

JUNE 18, 2024

Part One: Voice Biometrics for Contact Centers – A Long History of Security Throughout history, humans have relied on physical characteristics for identification. In the contact center industry, this technology offers faster and smoother customer experiences along with enhanced security.

Contact Center 119

Contact Center Banking Accountability Technology 119

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. Metrics for Evaluating Contact Center Agent Performance. Gathering feedback from customers has become an industry standard for contact centers.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Callminer

FEBRUARY 4, 2021

To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. One thing contact centers need to get better at is…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

Virtual Live Labs

AUGUST 24, 2021

Creating “Hybrid” Self-Directed Teams in your contact center not only increase productivity, customer service satisfaction scores, sales conversion and employee satisfaction scores, they can also decrease your absenteeism, attrition and work avoidance while Advisors are logged in. This makes the next jump on the ladder much easier.

Contact Center 130

Contact Center Coaching Accountability Sales 130

Virtual Live Labs

AUGUST 24, 2021

Creating “Hybrid” Self-Directed Teams in your contact center not only increase productivity, customer service satisfaction scores, sales conversion and employee satisfaction scores, they can also decrease your absenteeism, attrition and work avoidance while Advisors are logged in. This makes the next jump on the ladder much easier.

Contact Center 130

Contact Center Coaching Accountability Sales 130

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CX Global Media

OCTOBER 3, 2018

To assure alignment and execution of your contact center business plans, perhaps the single most important ingredient is the effectiveness of your fronltine supervisors. Development of this core group of leaders is where a vast number of organizations sabotage their chances for success. How to Build a Contact Center Dream Team.

Call Center 174

Call Center Coaching Contact Center Time management 174

The Northridge Group

OCTOBER 12, 2023

The Northridge Group needs the contact information you provide to us to contact you about our products and services. By leveraging the right data points, you can create a loyalty center that propels your business toward its growth goals. You may unsubscribe from these communications at anytime.

Contact Center 135

Contact Center Call Center Analytics Customer Experience 135

Monet Software

MARCH 10, 2021

Will remote agents continue to represent a significant proportion of the call center workforce? Or will SMB contact centers and clients rush to bring employees back to the traditional production floor? The contact center workforce was already going remote. Here’s why. Flexibility & Scalability. Cost-savings.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

SharpenCX

MAY 26, 2020

It’s common for some business leaders to view their contact center teams as an afterthought. This isn’t helped by contact centers’ notoriously high turnover rates. Call center jobs are, too often, chalked up as entry-level roles. Starting with the Source of Quality CX — Your Contact Center Agents.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

CCNG

NOVEMBER 9, 2022

Maintaining connectedness within a contact center has always presented unique challenges. High attrition rates, inherently diverse workforces, labor shortages and an extraordinarily dynamic technology backdrop thicken the plot for the customer contact narrative. Unleash the full power of your systems and data. Gather in person.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

Taylor Reach Group

APRIL 2, 2019

Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. My name is Colin Taylor.

Contact Center 92

Contact Center outsourcing Coaching Consulting 92

Customer Relationship Metrics

JULY 26, 2017

It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? It’s time to put humanity into your contact center.” Managing a contact center is fast paced and furious. Doing things the popular way in the contact centers no longer works.”

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

TechSee

MARCH 7, 2023

She is a visionary leader and change agent with more than 20 years of experience successfully transforming contact center programs, centers, and regions to achieve breakthrough results. With 20 years of contact center experience, she has successfully delivered results in the demanding, fast-paced contact center environment.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207