NobelBiz

JULY 25, 2023

Meet the renowned Contact Center Coach, Michael Tamer, also a training expert, CEO at Proponisi, and an accomplished author. We’re thrilled to have him as our special guest on the show, where we delve into the world of training and coaching. Discover how AI integration influences agents and the age of anti-script.

Analytics 98

Analytics Call Center Contact center software Scripts 98

SharpenCX

MAY 16, 2022

Aim to Connect Through Strong Scripts. Whether an agent is a naturally gifted speaker or someone who needs more coaching and guidance, everyone needs a solid script. A good script starts with a statement that quickly elicits a strong connection. Collaborate with your agents in developing your scripts. Tech leaders?

Contact Center 67

Contact Center Scripts Call Center call center software 67

SharpenCX

MARCH 3, 2020

Eventually, the receptionist takes your paperwork, you’re led to a desk, handed a headset and script, and you’re told — get to work! Download Now: Learn how to better coach agents with 29 tactics and facts, starting with onboarding new employees. Do you have the ability to add a line, onboard a new agent, and coach them on day one?

Contact Center 86

Contact Center Coaching Call Center call center software 86

Interactions

APRIL 14, 2021

Post-call summarization and analytics can describe the actions in the call and assess agent performance to identify opportunities for coaching. A Virtual Collection Agent is incapable of deviating from business rules and scripts. 3) Compliance. 4) Productivity.

Virtual Agent 90

Virtual Agent Call flow Call Center Finance 90

Call Experts

OCTOBER 5, 2023

Adhering to Regulations High-quality call centers ensure compliance in industries with stringent regulatory requirements, such as healthcare or finance. Ongoing coaching and feedback mechanisms. Tools and resources to help agents succeed include knowledge bases and scripts. Comprehensive training programs for agents.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Balto

SEPTEMBER 18, 2023

Real-time agent assistance also accelerates the onboarding process and helps managers coach new agents with on-the-job guidance and support. It also enables managers and supervisors to monitor performance and compliance and coach their agents with data-driven performance insights.

Interactive Voice Response 52

Interactive Voice Response Scripts Contact Center Coaching 52

Customer Relationship Metrics

JULY 26, 2017

The best contact center agents also are the best marketing people, sales people, finance people, and trainers. Think about the evaluation, the calibration, and the coaching. To complete 2,500 hours of scoring, 17 FTE were used at $45,000 per year for a grand total of $765,000 (again, without feedback and coaching time).

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Tethr

JULY 11, 2019

No scripts, no rigid quality assurance checklists, no handle time clock hanging over the reps’ heads. Lutron’s contact centers feel less like the “factory floor” model you see in most companies and more like a knowledge work environment similar to what you’d see in a marketing, finance or engineering department.

Contact Center 76

Contact Center Government Surveys Scripts 76

Callminer

MARCH 6, 2020

Of course, no one will ever know absolutely everything about the product, and neither will they be able to have a pre-scripted answer to every question. Through her coaching engagements, Irina empowers her clients to show up for themselves and become better at what they do. Guidelines are needed, of course. Sue Andrews. KISfinance.

Management 207

Management Customer Service Consulting Consulting 207

Balto

JANUARY 30, 2025

Symbal AI-powered call insights & coaching Custom pricing 4.4 By delivering in-the-moment coaching and tailored insights, Balto helps agents excel in customer interactions without breaking a sweat. One reviewer noted, Balto has completely transformed how we coach our agents, saving us countless hours every week.

call center software 52

call center software Call Center Multichannel Coaching 52

Integrity Solutions

JULY 25, 2023

There’s typically a lack of structure when it comes to learning (often a one-and-done) or ability to share institutional knowledge, mentor and coach people to reinforce and model the behaviors they want customers to see. Beware that pushy sales models and customer service scripts aren’t going to cut it. of all U.S.

Banking 72

Banking Coaching Sales Employee engagement 72

Callminer

MARCH 6, 2020

Of course, no one will ever know absolutely everything about the product, and neither will they be able to have a pre-scripted answer to every question. Through her coaching engagements, Irina empowers her clients to show up for themselves and become better at what they do. Guidelines are needed, of course. Sue Andrews. KISfinance.

Management 182

Management Customer Service Consulting Consulting 182

Interactions

APRIL 14, 2021

Post-call summarization and analytics can describe the actions in the call and assess agent performance to identify opportunities for coaching. A Virtual Collection Agent is incapable of deviating from business rules and scripts. 3) Compliance. 4) Productivity.

Virtual Agent 62

Virtual Agent Call flow Call Center Finance 62

aircall

FEBRUARY 26, 2021

The types of duties that a financial services call center agent does depends on the type of financial industry they work in – for example, in a bank, finance company, insurance company, lending institution, or investment firm. Utilizing call whispering to coach sales reps while on calls, without being heard by customers. .

Sales 62

Sales call center software Banking Call Center 62

3CLogic

JUNE 23, 2023

Script Adherence With voice AI tracking, managers can ensure agents are sticking to their predetermined scripts, or referring back to them if calls aren’t going as planned. Sentiment scoring and script adherence in particular must be continually optimized.

Customer Experience 52

Customer Experience Self service Scripts Abandon rate 52

Outsource Consultants

FEBRUARY 9, 2025

For businesses handling sensitive customer data (such as those in healthcare or finance), it’s important to confirm that the call center is compliant with industry-specific regulations. This scorecard should assess factors like adherence to scripts, problem-solving skills, and customer rapport.

Call Center 67

Call Center Customer Support outsourcing Interactive Voice Response 67

Global Response

DECEMBER 21, 2023

Regardless of training, development or coaching, nothing beats first-hand experience with a culture and native-level fluency, which can generally only be found in or around any given country. And if you’re in a specialized or highly-regulated field like healthcare or finance, there’s even more industry-specific regulations to be aware of.

Call Center 62

Call Center outsourcing Finance Healthcare 62

JustCall

DECEMBER 1, 2022

According to the International Finance Corporation, ACW should take approximately 6 minutes to complete post-call formalities after each customer interaction. This can be used to optimize the script or to inform the agent of an error made during the previous call. Having an in-depth view of how your agents spend their time is crucial.

Call Center 52

Call Center Coaching CRM Contact Center 52

JustCall

MARCH 10, 2023

From Intelligent IVR that pre-screens calls and handles low-hanging customer queries to live agent coaching with call whispering and barging – technology is making call center call flow a piece of cake. Follow a Script When you think of it, call flows are like decision trees. The same goes for call flows.

Call flow 40

Call flow Contact Center Interactive Voice Response Scripts 40

Enghouse Interactive

FEBRUARY 18, 2021

Being able to immediately engage with Finance or Accounting, or to pull in an expert from anywhere within the organization, increases the probability of getting the order or resolving an issue efficiently. This then helps identify what to avoid (process, flow, scripting, data, tools, offers). Make life simple for everyone.

Contact Center 56

Contact Center Analytics Self service Metrics 56

Balto

AUGUST 3, 2022

From training and coaching to software enhancements, investments allow you to scale your output without hiring, automate repetitive tasks, strengthen your funnel, and improve cross-functional collaboration and visibility. There are a lot of reasons to invest in your contact center. E.g., CSAT of 4/5 = 80/100. across at least 20 reviews.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Balto

JANUARY 14, 2025

Agent Coaching and Performance : Real-time tools identify coaching moments, enhancing performance during live calls. Monitoring and analyzing agents performance through various metrics and reports provides insights on areas where agents excel or need improvement, enabling targeted coaching and development programs. Absolutely.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

ChurnZero

MARCH 20, 2020

As Morgan explains , “You might not have a degree in IT or finance, but you need to know how to speak their languages so you can work together to create a unified, customer-centric strategy.” Customer Success software centralizes data from disparate systems like CRM, support, usage, chat, email, NPS, and finance platforms.

SaaS 40

SaaS Customer centricity Finance Scripts 40

Call Experts

APRIL 8, 2024

Adhering to Regulations High-quality call centers ensure compliance in industries with stringent regulatory requirements, such as healthcare or finance. Ongoing coaching and feedback mechanisms. Tools and resources to help agents succeed include knowledge bases and scripts. Comprehensive training programs for agents.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

ROI CX Solutions

DECEMBER 3, 2024

They work with major players in retail, e-commerce, banking, and finance. In addition to customer-facing solutions, it provides back-end support such as finance, technical support, accounting, and collections. With its live answering option, you set up a customized script and forward your calls to Answerforce.

outsourcing 52

outsourcing Customer Support Telemarketing Technical Support 52

Vistio

JUNE 10, 2022

In addition to managing a lot of the day-to-day finances and other financial areas of the company, I spend most of my time on relationships, building our contact pool, leading them to potential business. So doing that and then weaving also into the interactive guidance scripting tools that’s really going to direct a CSR through a call.

Consulting 52

Consulting Consulting Best practices outsourcing 52

SharpenCX

JANUARY 14, 2020

And, the finance team tells you “There’s no room in the budget for that” whenever you mention getting more resources for call center improvements. Download Now: Learn 29 best practices and coaching techniques for running your call center. For example, work with your finance team to send payment reminders to your customers.

Call Center 76

Call Center Customer Service Morale Finance 76

JustCall

DECEMBER 2, 2024

Getmovers, one of Canada’s highest-rated moving services, saw a 30% conversion jump with JustCall’s smarter call routing and AI coaching. Rules are rules Industries like finance and healthcare have ironclad regulations around data and AI. Personalized personalization Today, personalization is everything.

Interactive Voice Response 52

Interactive Voice Response outsourcing Real estate Chatbots 52

JustCall

JANUARY 29, 2024

Features JustCall Convoso AI Agent Assistance Moment Analysis Context-based SMS Drafting Multichannel Transcription Live Call Transcription Call Tagging Agent Coaching Call Scoring JustCall vs. Convoso: Where the bucks pack a punch Pricing — the deciding factor for most businesses. The table below answers the question better. And why not?

Sales 52

Sales Abandon rate APIs CRM 52