AWS Machine Learning

OCTOBER 16, 2024

In this post, we demonstrate how the CQ solution used Amazon Transcribe and other AWS services to improve critical KPIs with AI-powered contact center call auditing and analytics. The goal was to refine customer service scripts, provide coaching opportunities for agents, and improve call handling processes.

Customer Service 88

Customer Service Scripts Coaching Finance 88

Vistio

JANUARY 27, 2025

In contact centers, scripts have long been a cornerstone of customer interactions. But as customer demands grow more complex and situations become less predictable, relying solely on scripts can hinder an agents ability to deliver exceptional service. However, scripts can also be limiting.

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Scripts Coaching Contact Center Feedback 52

CX Global Media

JUNE 20, 2017

If you read the media hype about chatbots, you might get worried thinking that Artificial Intelligence will cause widespread contact center extinction. You need to focus on making your chatbot contact center smart. Is your chatbot contact center smart? Contact center agents are irritated.

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Chatbots Contact Center Scripts Call Center 168

CX Global Media

JUNE 26, 2018

I met with Justin Robbins at the Contact Center Expo and we shared some observations with each other on what is going on in the industry. Of course, we were unable to avoid discussing what’s going on with Artificial Intelligence in Contact Centers and what affect it is having – and may have on our industry.

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Contact Center Coaching contact center solutions Scripts 180

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.

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Contact Center Coaching Schedule adherence Agent burnout 52

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?

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Contact Center Wireless Scripts Average Handle Time 117

CX Global Media

JULY 1, 2017

This was the buzz at the 2017 ICMI Contact Center Expo. Just like every other industry, to be successful in the contact center industry hinges on your support network. This was the buzz at the 2017 ICMI Contact Center Expo” Click to Tweet. What’s Hot at ICMI Contact Center Expo.

Contact Center 13

Contact Center Agent burnout Interactive Voice Response Chatbots 13

SharpenCX

SEPTEMBER 25, 2020

But with the right training and encouragement, most contact center agents can become effective and efficient communicators. Positive experiences with a contact center agent go a long way. Here are five contact center communication skills every agent should master. But ditch the scripts.

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Contact Center Coaching Scripts Average Handle Time 128

AWS Machine Learning

DECEMBER 21, 2023

Despite contact centers being under constant pressure to do more with less while improving customer experiences, 80% of companies plan to increase their level of investment in Customer Experience (CX) to provide a differentiated customer experience. Typically, call scripts guide agents through calls and outline addressing issues.

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Contact Center Scripts Interactive Voice Response contact center solutions 119

Balto

MARCH 25, 2025

AI is transforming contact centers, but not every company is ready to make the leap. The most successful AI-powered contact centers share five key qualities. The most successful AI-powered contact centers share five key qualities. A smaller span of control allows for targeted, high-impact coaching.

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Contact Center Coaching Scripts Interactive Voice Response 40

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…”.

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Call Center Contact Center Finance Consulting 345

Callminer

NOVEMBER 6, 2018

Don’t be fooled by a thin slicing your customer experience – turn your contact center into an insight center! But if you analyse every interaction you will be able to identify what triggers calls to your contact center and also which type of calls take a long time to resolve.

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Scripts Call Center Call center experience Contact Center 186

Fonolo

APRIL 15, 2020

There’s always a script — a basic list of questions or responses to customers who have issues. Managers and business owners spend countless hours analyzing data and/or speaking with customers to be able to produce at least that: a script. Coaching builds confidence and as a manager, it’s your job to do that.

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Coaching Customer Service Scripts Morale 91

Calabrio

APRIL 24, 2025

Customer Experience Contact Center AI How Automated Quality Management is Revolutionizing Agent & Customer Experience Jump ahead What is Automated Quality Management? Automated quality management (AQM), also referred to as Auto QM , represents a fundamental shift in how contact centers approach quality assurance.

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Quality management Customer Experience Management Coaching 52

Calabrio

MARCH 5, 2025

Analytics Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 Share Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 What area do you see as the biggest opportunity for growth in your contact center? Why is call quality monitoring so important in the contact center?

Best practices 52

Best practices Coaching Scripts Contact Center 52

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. The one-size-fit-all script no longer cuts it.

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Contact Center Self service Banking Analytics 122

CX Global Media

SEPTEMBER 11, 2018

Annette Franz : Annette is the founder and CEO of CX Journey Inc, a Certified Customer Experience Professional (CCXP), and an official member of the Forbes Coaches Council. Don’t script or overuse policies to manage, instead give frameworks and expectations. Infographic – Contact Center Agent to Supervisor Success Path.

Customer Service 168

Customer Service Coaching Customer centricity Scripts 168

Callminer

JULY 30, 2020

That’s why it’s important to train your call center representatives on effective conflict resolution techniques and leverage the right technologies to support ongoing coaching and training. Call center representatives should come from a place of wanting to help, and they should make that evident to customers…”. HealthMarkets.

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Call Center Customer Service Scripts Coaching 265

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. ” Techniques to optimize time. Improve AHT with knowledge bases.

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Call Center Self service Gamification Contact Center 196

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.”

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Contact Center Calibration Construction Customer centricity 211

Callminer

SEPTEMBER 23, 2020

Outbound call centers thrive only when agents can place calls with confidence, and confidence is borne of preparedness. Call centers that implement agent performance management solutions equip their agents with the ongoing coaching and training needed to perform at their best. Challenges Outbound Call Centers Face.

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Best practices Call Center Outbound sales Telemarketing 182

Callminer

APRIL 24, 2020

Call scoring evaluation forms can also be helpful for enhancing quality assurance within the call center. In addition to call monitoring and scoring, managers and supervisors should also make it a point to schedule in time for targeted coaching sessions with agents. Effectively Communicate with Agents. Avoid Negative Language.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Integrity Solutions

FEBRUARY 15, 2019

The past few years have seen a dramatic increase in investments in AI, data analysis and other technologies designed to increase contact center efficiency. But in spite of all the technology that’s now available, the #1 factor contributing to whether or not your contact center achieves its objectives hasn’t changed.

Contact Center 77

Contact Center Coaching Employee engagement Scripts 77

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Consider the following questions.

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Contact Center Call Center outsourcing contact center solutions 105

SharpenCX

DECEMBER 23, 2019

An agent who lets their bad attitude seep into the customer service experience flips the script and diminishes trust. 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.

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Contact Center Customer Service Coaching Contact center software 107

Callminer

JULY 5, 2018

It is essential to understand that contact center efficiency includes more than the number of customer conversations, be in over the phone, chat, or social media channels that are handled daily. How can you improve contact center efficiency? Customize trainings.

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First call resolution Call Center Average Handle Time Contact Center 157

Balto

JANUARY 6, 2025

Heres the good news: in 2025, we have a wide array of capable & best call center quality assurance software solutions that can streamline QA processes, automate manual tasks, and deliver insightful reports to support decision-making. This guide aims to help you choose the right QA software for your contact center.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Balto

JUNE 13, 2022

Call scripts are used in contact centers of all shapes and sizes — across the industry, they are considered an easy way to help ensure all of a contact center’s agents are driving calls to the same goals. These challenges, among others, lead to unique scripting issues at larger contact centers.

Scripts 52

Scripts Contact Center Morale Best practices 52

SharpenCX

MAY 16, 2022

Outbound contact centers are often considered synonymous with spammers, but when run ethically and with the right purpose, they can play a critical role in deepening your relationships with your existing customers and connecting with new ones. Inbound Vs. Outbound Contact Centers. Aim to Connect Through Strong Scripts.

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Contact Center Scripts Call Center call center software 67

Customer Service Life

JANUARY 7, 2021

Macros, canned response, scripts, templates…call them what you want. They boast a number of benefits for contact centers handling text-based support channels like email, chat, SMS, social media, and more, including: Improved speed and accuracy when interacting with customers. Click here to read the original post.

Contact Center 95

Contact Center Average Handle Time Scripts Banking 95

Vistio

DECEMBER 9, 2024

If our customers expect modern, tailored solutions and lightning-fast service, why are so many contact centers stuck using outdated, one-size-fits-all training methods? The agent fumbles, falling back on a script that doesnt address the real issue. Generic training approaches are a relic of the past. The result?

First call resolution 52

First call resolution Upselling Scripts Coaching 52

Callminer

JUNE 3, 2019

Today’s contact centers are all too familiar with agent turnover. occupations, with large call centers reaching over 50%. These situations put your employees at a high risk to not correctly solve a customer inquiry—something that simply can’t be resolved with a script.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

SharpenCX

MAY 26, 2021

Stiff scripts and robotic conversations don’t give your customers the warm fuzzies. Research shows making agents adhere to rigid customer service scripts is a leading source of customer frustration. . You might not be a paper company, but these four scripts from Kelly Kapoor are transferable across industries.

Scripts 67

Scripts Customer Service Contact Center Finance 67

Balto

JUNE 23, 2022

“The anti-script doesn’t mean that you should wing it on every call… what anti-script means is, think about a physical paper script and an agent who is reading it off word for word… you’re taking the most powerful part of the human out of the human.” Share on Twitter. Share on Facebook.

Scripts 52

Scripts Coaching Contact Center Surveys 52

SharpenCX

APRIL 22, 2021

The good news: you can coach agents to effectively handle these situations and calm customers down. Coach agents to listen and resist the urge to be defensive. Coach agents to stop anger in its tracks. Read Next] 3 tactics to level-up your call center coaching with speech analytics.

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Scripts Coaching Call Center Accountability 128

CSM Magazine

DECEMBER 8, 2021

Headquartered in Silicon Valley, Zenarate’s AI Coach is supporting the world’s largest brands to deliver 30-60% KPI lift. Zenarate’s AI Coach simulates any customer engagement scenario immersing customer-facing team members in real-life conversations while providing real-time coaching. About Zenarate.

Coaching 52

Coaching Contact Center Healthcare Scripts 52

Tethr

JULY 23, 2020

When it comes to the contact center, agent performance is always top-of-mind. Innovations in AI and machine learning can help identify specific agent behaviors that need coaching. Powering agent coaching opportunities. A Fortune 1000 retailer is using AIS to power agent coaching opportunities.

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Coaching Surveys Upselling Scripts 68