Callminer

JULY 22, 2020

If an employee is being dismissed due to performance concerns, you should keep all documentation on file such as data from quality assurance software solutions or performance monitoring reports, as well as any documentation from agent coaching sessions.

Call Center 182

Call Center Customer Service Best practices Coaching 182

Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contact center professionals? It’s simply become too loud.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Liveops

DECEMBER 27, 2018

When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Which is why we know you’ll appreciate a round-up of highlights around call center news and information. Infographic] Meet your new call center talent.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

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.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

Monet Software

JANUARY 30, 2020

In the race to build a highly engaged workforce to deliver exceptional customer experiences, contact center leaders are asking some deep questions. What is a Contact Center Mission Anyway? Although it’s not possible to artificially engineer meaning, a meaning ful contact center mission isn’t as elusive as it may sound.

Contact Center 71

Contact Center Employee engagement Coaching Call Center 71

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. It may also help to tell the customer that you’ll be coaching the agent involved in the poor experience.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Fonolo

FEBRUARY 15, 2018

The relationship between contact centers and their customers can be a volatile one. I’m sure your contact center can relate to both sides of the spectrum. Yesterday, Cupid drew his bow to embrace the love between contact centers and customers. Go beyond the standard call center metrics!

Call Center 75

Call Center Contact Center Big data Coaching 75

Fonolo

MAY 7, 2015

Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Our 7 tips for great call center management are: Talk to Your Support Agents.

Call Center 126

Call Center Management Contact Center Coaching 126

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Ben Winter’s first job out of college was in a call center.

Call Center 182

Call Center Management Scripts Coaching 182

Avaya

JANUARY 29, 2019

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. Coaching – Out-of-the-box workflow for scheduling, delivering and tracking coaching.

Customer Experience 67

Customer Experience Coaching Contact Center Quality management 67

Callminer

MAY 11, 2020

Ongoing training and coaching are equally important to ensure that your employees are equipped with the skills and knowledge they need to do their jobs effectively. And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective.

Management 273

Management Customer Experience Customer Service Coaching 273

ConvergeOne

JUNE 21, 2022

What factors determine whether a contact center interaction produces a positive outcome? To ensure the quality of every customer interaction, contact center managers need a business system – a repeatable approach. Adopting a disciplined approach to WEM activities is key to the growth of any contact center.

Management 63

Management Contact Center Coaching Analytics 63

Calabrio

JULY 29, 2016

Smart contact center leaders know that the benefits of a strong quality assurance program stretch far beyond the walls of the contact center. Technology has made huge advances in recent years as the contact center has shifted from an unsightly but necessary business function to the cornerstone of customer experience.

Contact Center 56

Contact Center Analytics Coaching Self service 56

Vonage

MARCH 26, 2018

Consider the ways a customer comes into contact your brand, and the emotions that may influence or result from each interaction. AI is hot in the contact center because it’s helping businesses analyze previously untapped customer data at scale, providing valuable context for driving more successful customer interactions.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

Fonolo

JANUARY 14, 2020

Top Pick: Promoting a digital-first mentality throughout the contact center. Top Pick: Customer self-service and the role of cloud contact centers. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center. This white paper explores key areas that are sure to shake up the industry.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Help Scout

AUGUST 11, 2021

5 Keys for Coaching CSMs to Have Strategic Customer Conversations. Call Center. Contact Center. Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers. White papers. Everything You Need to Know About Customer Advisory Boards.

Customer Service 82

Customer Service Coaching Education Best practices 82

Callminer

APRIL 23, 2019

Ensure that you are operating under the correct understanding of PCI compliance for your contact center. Call scoring for quality assurance can work one of two ways: Random Audit Live Call Scoring : A supervisor or service coach randomly audits live calls and scores in real time, providing immediate feedback to the agent.

Best practices 159

Best practices Call Center Banking Contact Center 159

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

DMG Consulting

FEBRUARY 12, 2019

is a critical key performance indicator (KPI) for contact centers, and has been one of the most common productivity measures since call centers began decades ago. Contact center stakeholders at all levels – agents, supervisors, managers, executives – need a holistic view of performance.

Average Handle Time 59

Average Handle Time Contact Center Coaching Call Center 59

Liveops

DECEMBER 27, 2018

When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Which is why we know you’ll appreciate a round-up of highlights around call center news and information. Infographic] Meet your new call center talent.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

NICE inContact

NOVEMBER 9, 2018

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. Here are five key takeaways, in no specific order, to improve contact center performance.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

COPC

MARCH 11, 2022

Contact centers have not been immune to this phenomenon. Attrition and recruiting difficulties are not new to contact centers, and strategies to combat this have been developed and honed over the years. However, there is still a possibility that labor issues are unique to that call center. flexible work schedule.

Contact Center 85

Contact Center Customer Support outsourcing Marketing 85

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Noble Systems

JANUARY 21, 2019

Sales SPIFFs and contests have been used to incentivize contact center agents to sell more for decades. In addition, there are two segments that span the entire hierarchy – manage, forecast and analyze; and develop, coach, onboard and motivate. Develop, Coach, Onboard, Motivate.

Gamification 61

Gamification Sales Contact Center CRM 61

Callminer

MARCH 6, 2020

Download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition , to learn more about how interaction analytics can help your management team reduce agent turnover. Through her coaching engagements, Irina empowers her clients to show up for themselves and become better at what they do.

Management 207

Management Customer Service Consulting Consulting 207

Noble Systems

JANUARY 21, 2019

Sales SPIFFs and contests have been used to incentivize contact center agents to sell more for decades. In addition, there are two segments that span the entire hierarchy – manage, forecast and analyze; and develop, coach, onboard and motivate. Develop, Coach, Onboard, Motivate.

Gamification 52

Gamification Sales Contact Center CRM 52

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management.

Best practices 52

Best practices outsourcing Contact Center Call Center 52

Serenova

MARCH 7, 2019

For anyone I haven’t yet convinced, here are a few more reasons to attend one of the biggest—and most important— contact center events of the year. I know, I know, the contact center industry has been talking about the cloud for what seems like years. Get the insights you need to really evaluate the cloud.

Enterprise 40

Enterprise Cloud contact Contact Center contact center solutions 40

Callminer

MARCH 6, 2020

Download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition , to learn more about how interaction analytics can help your management team reduce agent turnover. Through her coaching engagements, Irina empowers her clients to show up for themselves and become better at what they do.

Management 182

Management Customer Service Consulting Consulting 182

NobelBiz

FEBRUARY 13, 2024

This efficiency reduces idle time and increases overall contact rates. NobelBiz OMNI+ takes the capabilities of Predictive and Power Dialing to the next level, transforming the contact center landscape with its versatile suite of dialing options. Read Case Study Watch video CRM Integration What Is a CRM Call Center Integration?

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Xaqt

FEBRUARY 6, 2020

In it, we paint the picture of a utopian contact center in which systems are fully integrated and intelligently automated. At the time, Latigent was the leading Business Intelligence provider for call centers, and we were focused on leveraging emerging technology to move that value proposition forward.

Contact Center 52

Contact Center Enterprise Call Center APIs 52

Uniphore

DECEMBER 20, 2021

With more customers engaging with businesses remotely, contact centers are scrambling to find new ways to attract, empower and retain top talent. Technology can improve training and coaching. Employee turnover is a major pain point for business process outsourcers, with attrition rates often at 30% or higher. Want to learn more?

Customer Service 52

Customer Service Business Process Outsourcing outsourcing Coaching 52

Avaya

JANUARY 26, 2018

Supervisors and managers can use this both in the contact center and back office to view customer interactions from beginning to end via synchronized screen and call recordings. For a deeper dive into MiFID II (including a few WFO features not mentioned above) download the white paper MiFID II: What Does it Mean for Your Organization?

Government 51

Government Coaching Contact Center Accountability 51

Fonolo

MARCH 10, 2020

You can always educate sales and service strategies, especially if the employees you are coaching have great attitudes and desire to succeed. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center. Several trends are poised to make a significant impact on contact centers in 2020.

Call Center 102

Call Center Contact Center outsourcing Coaching 102