Balto

JANUARY 17, 2023

When it comes to healthcare contact centers, automation is far from new. From the basic switchboard that was patented in 1891 to the automatic call distributor (ACD) algorithm introduced in 1950, the creation and application of artificial intelligence (AI) to autonomously control call distribution has made the modern contact center possible.

Healthcare 52

Healthcare Contact Center CRM Coaching 52

CSM Magazine

JUNE 27, 2023

With Zenarate AI Coach, customer and prospect-facing agents master the skills necessary to succeed in their role before their first live interaction. Just like human-to-human role play, Zenarate coaches agents on tone, soft skills, and best and required practices throughout their role-play simulation.

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

CSM Magazine

DECEMBER 14, 2023

Zenarate, the leader in AI Simulation Training for customer-facing agents, has announced the expansion of its AI Coach platform with the launch of Call Analyzer. For the first time, contact center leaders can seamlessly connect new agent training with live agent assessment and ongoing coaching on one comprehensive platform.

Coaching 52

Coaching Telecommunications First call resolution Contact Center 52

CSM Magazine

MARCH 3, 2022

Customer service departments build a culture of learning by enabling agents to practice, then share their best practice sessions with training managers and peers for open discussion and refinement of skills through human coaching.

Customer Service 94

Customer Service Banking First call resolution Best practices 94

Outsource Consultants

JANUARY 14, 2025

Regular coaching sessions, performance incentives, and career development opportunities can significantly boost agent engagement and retention. Smart Call Routing and Queue Management Efficient call routing and queue management minimize wait times and ensure customers reach the most appropriate agent for their needs.

Contact Center 67

Contact Center Average Handle Time Coaching First call resolution 67

Outsource Consultants

APRIL 2, 2025

Industry-Specific Knowledge and Expertise Call centers with specialized knowledge in your industry provide more accurate and efficient service. For instance, a center experienced in healthcare will better handle sensitive patient information and comply with HIPAA regulations. Maintain consistent KPIs across demand swings.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

Outsource Consultants

JANUARY 16, 2025

Effective QA programs directly impact key performance indicators (KPIs) such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), and first call resolution (FCR) rates. Targeted Training and Development: Use QA findings to inform personalized coaching sessions and broader training initiatives.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

CSM Magazine

NOVEMBER 1, 2022

Zenarate’s AI Coach simulates any customer or prospect scenario immersing agents in life-like Voice and Screen Simulations while providing tone, soft skills, and best and required practice coaching throughout the simulation training. Agent training and coaching needs attention now. Key findings from the report: 1.

Telecommunications 52

Telecommunications Coaching Multichannel Healthcare 52

Outsource Consultants

FEBRUARY 12, 2025

Skill-Based Routing: Right Agent, First Time A healthcare client saw 30% higher CSAT after assigning calls based on language, expertise, and performance data. Invest in professional voice and accent coaches to help agents sound more natural to Western ears. What are the benefits of skill-based routing in a call center?

Call Center 67

Call Center Management Gamification outsourcing 67

Outsource Consultants

FEBRUARY 22, 2025

This talent pool allows call centers to offer specialized services across various industries, from healthcare to finance. Cost-Effective Solutions Bangalore’s call centers offer significant cost savings without compromising on quality. AI-powered quality assurance tools to analyze calls and coach agents.

Call Center 67

Call Center Average Handle Time outsourcing First call resolution 67

Balto

JANUARY 24, 2025

From supervisors seeking better coaching tools to executives driving strategic decisions, Balto provides tailored value to meet unique challenges. Heres how: Supervisors: Real-Time Coaching at Scale Supervisors face the challenge of monitoring numerous agents while ensuring consistency and compliance.

Call Center 52

Call Center Scripts Coaching First call resolution 52

Outsource Consultants

FEBRUARY 9, 2025

For example: A leading e-commerce retailer reduced service costs by 50% while increasing first-call resolution rates. A healthcare provider expanded Spanish-language support, leading to a 25% boost in patient satisfaction scores. What industries benefit most from Mexicos nearshore call centers? regulations?

Call Center 67

Call Center Customer Support outsourcing Interactive Voice Response 67

CSM Magazine

NOVEMBER 2, 2023

” “We are thrilled to partner with Foundever and bring AI Coach to thousands of agents to ensure exceptional customer experiences for global brands,” said Brian Tuite, co-founder and CEO of Zenarate. To learn more about Zenarate’s AI Coach and its potential applications, visit www.zenarate.com.

Customer Experience 52

Customer Experience Coaching Telecommunications First call resolution 52

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.

Analytics 98

Analytics Call Center Contact center software Scripts 98

NICE inContact

NOVEMBER 8, 2019

Job one: Delight customers with immediate resolution because you can meet them in their channels of choice with faster service that’s always personalized with the CRM customer information right at hand. When Swisslog Healthcare implemented NICE inContact CXone Agent for Salesforce, they reduced their wait times by 30%! Want proof?

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

Balto

JANUARY 14, 2025

Call center analytics involves the systematic collection, processing, and interpretation of data generated within a contact center. But modern analytics goes beyond basic metricsit leverages technologies like call center data science, machine learning models, and big data to provide deeper insights.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Outsource Consultants

APRIL 9, 2025

How AI Transforms Philippine Call Centers Supercharging Customer Service AI-powered tools in Philippine call centers have dramatically improved performance metrics, including higher first-call resolution rates. Are Philippines call centers secure enough for AI-driven data handling?

Call Center 67

Call Center outsourcing Chatbots Analytics 67

JustCall

AUGUST 21, 2020

Medical call centers have ramped up the patient-provider relationship in the healthcare industry. hospitals employ call centers for a variety of purposes and that number is steadily increasing. Setting up a healthcare call center is the need of the hour. So, here's how you set up a medical call center.

Call Center 52

Call Center call center software Healthcare Abandon rate 52

Calltools

AUGUST 19, 2020

First Call Resolution You cannot overemphasize the importance of first call resolution. Customers expect that their issue will be handled the first time they contact you. If they are asked to call back or wait for a return call from you, they will not be satisfied.

Benchmark 52

Benchmark Call Center Abandon rate Interactive Voice Response 52

NobelBiz

APRIL 3, 2023

Some industries, such as healthcare and finance, have strict regulatory requirements that call centers must adhere to. QM can help businesses ensure their call centers meet these requirements and avoid penalties and fines. Also, investing time into coaching and training can help monitor call center quality effectively.

Quality management 52

Quality management Call Center Management Calibration 52

Call Experts

JULY 27, 2023

First Call Resolution (FCR) : Measures the percentage of customer issues resolved in the first contact. Service Level Agreement (SLA) Compliance : Measures the percentage of calls answered within a specified timeframe as well as hold time and total calls received.

Call Center 52

Call Center Customer Service Multichannel Abandon rate 52

TLC Associates

NOVEMBER 19, 2019

Whether you’re in an industry with strict security regulations (think healthcare customer service or BFSI customer support ) or just want to save your business millions in lost sales and legal fees, this level of scrutiny is a must. And watch out for how supervisors and coaches deal with agents. Listen in on a Coaching Session.

Contact Center 40

Contact Center outsourcing Coaching Average Handle Time 40

Balto

JANUARY 30, 2025

Convoso Outbound call centers & lead management Custom pricing 4.6 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. out of 5 on G2. Robust lead management features.

call center software 52

call center software Call Center Multichannel Coaching 52

Voxjar

AUGUST 15, 2021

With Voxjar, you’ll be able to aggregate, analyze, and audit calls in a single place. Plus, you’ll have a central location with all of the information you need to coach your call center reps. Was the call ended appropriately? What to Include on Your Scorecard. Was the inquiry escalated? Compliance.

Call Center 52

Call Center Calibration Abandon rate Average Handle Time 52

JustCall

MARCH 10, 2023

The Importance of Call Flow in Call Centers Whether it is redirecting calls to the right agent or using the perfect strategy to resolve customer issues, a call flow is a vital enablement asset that finetunes performance. It can be particularly useful for ensuring compliance for industries like healthcare or finance.

Call flow 40

Call flow Contact Center Interactive Voice Response Scripts 40

Callminer

JULY 23, 2019

To empower call center leaders to improve agent feedback, we’ve rounded up 25 tips and best practices for delivering effective agent feedback. Many of the tips are those from experts directly in the call center industry. Others are from training and leadership professionals, experts in the area of training and coaching employees.

Best practices 140

Best practices Feedback Call Center Coaching 140

Customer Relationship Metrics

JANUARY 11, 2017

Let’s explain why with a short example: Contact Center A: The post-call IVR survey was linked to a specific contact center agent. Contact Center B: The post-call IVR survey WAS NOT linked to a specific contact center agent. Goal: Reduce repeat calls – increase First Call Resolution (FCR), when the emotions are fresh.

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67

ROI CX Solutions

APRIL 17, 2025

Call scripting, AI tools, knowledge bases, and streamlined after-call work all contribute to lower handle times without compromising the quality of customer interactions. A fast call isnt always a good call. AHT is the average time agents take to handle a customer call from start to finish. What is AHT?

Call Center 52

Call Center Average Handle Time Scripts Interactive Voice Response 52