AWS Machine Learning

NOVEMBER 15, 2024

As Principal grew, its internal support knowledge base considerably expanded. With QnABot, companies have the flexibility to tier questions and answers based on need, from static FAQs to generating answers on the fly based on documents, webpages, indexed data, operational manuals, and more.

Chatbots 113

Chatbots Engineering Enterprise Government 113

CX Global Media

AUGUST 30, 2017

Coaching and training agents is a vital role that supervisors must perform to obtain peak performance. But I was unable to see what activities and tasks they conducted to properly diagnose, coach, and track their activities. Then you’ll better understand the impact coaching has on moving key metrics. Click to Tweet.

Contact Center 149

Contact Center Coaching Education Call Center 149

CX Global Media

JULY 19, 2018

What we’re finding is, if we can listen if we can listen to the entire phone call and give you valuable insights and what the agents said what the customer said and pair that with huge knowledge bases of data insights now you can teach the agent how to do an effective rebuttal and measure that.

Contact Center 172

Contact Center Call Center Coaching Management 172

Balto

JANUARY 6, 2025

Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. Knowledge base creation: Create FAQs and support resources to ease the load on your team and handle more customers. Key Highlights: AI-driven Insights: Convin.ai Seamless Integration: Convin.ai

Call Center 52

Call Center Coaching Surveys Contact Center 52

Vistio

MARCH 24, 2025

Use a mix of e-learning modules, video lessons, and knowledge bases to create a uniform training experience. Prioritize Real-Time Coaching and Feedback Hybrid models require adaptive coaching strategies. This ensures that every agent has access to the same information, regardless of where theyre located.

Contact Center 52

Contact Center Coaching Feedback Personalization 52

CCNG

SEPTEMBER 27, 2023

Every contact center has some sort of knowledge base, whether it’s a depository of articles with a search bar at the top of the screen, an electronic library with categories of articles, a notebook, or even those sticky notes around the agent’s monitor and desk. More time, more money, and more frustration.

Management 195

Management Average Handle Time Self service CCNG 195

SharpenCX

JUNE 2, 2021

In fact, 37% of companies lack time to collect and analyze their QA data, 31% struggle to have the time and resources to coach and train people to read the data, and 25% lack the necessary technology to do so. Let’s consider four topics that will directly impact your call center QA and improve your training and coaching.

Coaching 67

Coaching Call Center Scripts Analytics 67

SharpenCX

JANUARY 27, 2021

Keep them in your internal knowledge base, so when agents feel stuck, they have a reference point to get back on track. But don’t let these scripts replace any coaching methods or strategies you have in place (your agents aren’t robots!). Read Next] Get real about coaching your agents for every customer scenario.

Scripts 67

Scripts Coaching Surveys Accountability 67

TechSee

SEPTEMBER 29, 2020

Improve AHT with knowledge bases. To improve AHT , develop a robust knowledge base and use cheat sheets that explain specific handling protocols to ensure faster resolutions. ” Techniques to optimize time. Accelerate resolutions with AI-powered agent assistance.

Call Center 196

Call Center Self service Gamification Contact Center 196

Calabrio

FEBRUARY 14, 2025

Focus on smart training & coaching A well-trained workforce is key to delivering high-quality service, but effective training doesnt have to be costly. By strategically identifying the right moments to coach agentswithout compromising staffing levelsyou can maintain customer support efficiency.

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

Calabrio

APRIL 11, 2025

searching the internal knowledge base, and accessing performance or evaluation data within a reporting dashboard. This nesting phase can include supervisors, evaluators, or dedicated coaches providing immediate feedback, guidance, and support to reinforce learning and help build confidence.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Calabrio

MARCH 11, 2025

Automate performance evaluation: AI-driven QA scorecards and analytics streamline the evaluation process, freeing up managers to focus on coaching and development. Agent Performance and Development: QA provides valuable insights for targeted coaching, empowering agents to enhance their skills and performance.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Comm100

DECEMBER 16, 2024

These are resources like FAQ pages, step-by-step guides, or a searchable knowledge base that lets customers find answers on their own. Knowledge base AI-enhanced knowledge bases offer instant access to frequently asked questions and helpful resources. Request a demo today Request Demo 3.

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52

SharpenCX

MARCH 25, 2021

But how can you effectively coach and improve the performance of a dispersed workforce? And using data from real customer conversations gives you the context you need to effectively coach your team. That’s why I’m diving in on how to use speech analytics to improve coaching and engagement in your call center. .

Coaching 67

Coaching Call Center Analytics Quality management 67

TeleDirect

MARCH 13, 2025

Provide access to knowledge bases and FAQs for quick reference during calls. A: Training duration varies by industry, but a 1-2 week structured program with ongoing coaching is recommended. Leverage Technology for Training Use AI-powered simulations to enhance training effectiveness.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

CSM Magazine

MARCH 27, 2025

Improve Self-Service Options Empower customers to resolve issues independently with robust self-service solutions, such as knowledge bases, AI-powered chatbots, and interactive voice response (IVR) systems. Use call recordings and performance reviews to identify areas where team members need additional coaching.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time Wait times 52

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Mentoring or coaching With the right guidance, there’s always an opportunity for one-on-one learning, which can be very effective. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

Upstream Works

SEPTEMBER 1, 2020

Invest in More Training and Coaching Opportunities. This is where coaching and training opportunities become important. Access to a knowledge base is also imperative as it gives agents easy access to a wide variety of resources, from articles to decision trees, allowing agents to provide a better customer experience.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

Calabrio

MARCH 31, 2025

Empowerment and enhanced knowledge for agents: Real-time support and faster access to customer interaction analysis and actionable insights equip agents to handle inquiries more effectively. Enhanced Knowledge Bases Speed Up Answers Give your agents the power of instant expertise.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

TeleDirect

MARCH 14, 2025

Implement a knowledge base for quick reference. Empower Call Center Agents with Proper Training A knowledgeable and confident customer service team plays a crucial role in providing superior CX. Training strategies for call center agents: Conduct regular coaching and skill-building sessions.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

CX Accelerator

JANUARY 10, 2018

If you simply set a goal to have agents “create three knowledge base articles a quarter,” you will likely end up with a lot of random and useless knowledge. Take for example the goal of “enhancing our self-service channel quality and usage in 2018.” This requires a coordinated effort from everyone to be successful.

Customer Service 159

Customer Service Coaching Self service Quality management 159

TechSee

JUNE 4, 2019

Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. Whisper coaching. It’s what they call the “crowdsourcing of expertise.”

Call Center 117

Call Center Technology Gamification Coaching 117

CSM Magazine

FEBRUARY 6, 2025

Features : Offers auto-routing of queries based on agent expertise Provides contextual suggestions for responses Acts as a knowledge base manager Perfect For : Customer support teams aiming for simplicity with robust functionality.

Customer Support 52

Customer Support Chatbots Call Center Coaching 52

Taylor Reach Group

DECEMBER 7, 2018

This is reflected in lower FCR, longer calls, the need for more coaching and QA resource support, and of course they achieve lower CSAT and NPS scores, costing the organization customers. Improving coaching processes. The absence of a Knowledge Base increases new agent confusion. Increasing communications in training.

Coaching 120

Coaching Contact Center Calibration outsourcing 120

Outsource Consultants

APRIL 12, 2021

Coach walks in with brand new pads and your slick designer uniforms, uttering some version of “To play like champions, we need to look like champions.”. Here are some ideas: Leverage a knowledge base. Training Tip: Have the trainer ask a question, and have the trainees search for answers in the knowledge base.

Management 125

Management outsourcing Gamification Average Handle Time 125

CCNG

FEBRUARY 14, 2024

This knowledge can be in a SharePoint site or in a software solution with a depository of articles and a search bar for the agents to put in keywords. Some companies have built their own proprietary knowledge bases. Of course, that takes away from their coaching and mentoring time, which impacts CSAT and NPS.

Contact Center 195

Contact Center At home agents Coaching Management 195

CX Global Media

JUNE 26, 2018

Here is an edited transcript of our interview: Jim Rembach : This is Jim with Fast Leader Show and Call Center Coach and I’m with Justin Robbins at ICMI’s Expo. The post Contact Centers Obsolete in 3 Years: Artificial Intelligence Wipes Out Industry appeared first on Call Center Coach. Outlining them.

Contact Center 180

Contact Center Coaching contact center solutions Scripts 180

TechSee

OCTOBER 10, 2019

Implement collaboration tools: Consider bringing reps closer together in the virtual sense, using technology such as instant messaging apps or in-house social networks, enabling agents to check the availability of subject matter experts, work together on documents, access internal knowledge bases, or share screens.

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

CSM Magazine

DECEMBER 3, 2024

Knowledge Capture: Turn Solutions into Resources The Knowledge Capture app empowers your agents to contribute to your knowledge base. Playvox integrates directly with Zendesk to provide tools for quality assurance, performance monitoring, and agent coaching.

Customer Experience 52

Customer Experience Technical Support Coaching Sales 52

TechSee

SEPTEMBER 7, 2021

Traditionally, companies have onboarded and trained new agents and technicians using one-on-one coaching or classroom-style role-playing. This training generally focuses on imparting knowledge. Companies can harness visual assistance’s underlying technology – Computer Vision AI – to rapidly expand their visual knowledge base.

Technical Support 191

Technical Support Sales Upselling Coaching 191

Global Response

JANUARY 8, 2025

Customer interaction Natural language processing (NLP) has made major strides in recent years, taking the chatbots of the past from limited “if-then” statements to AI-powered systems that can provide dynamic and versatile responses to customer queries based on your knowledge base.

Call Center 62

Call Center Interactive Voice Response Contact Center Self service 62

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.

Scripts 128

Scripts Coaching Call Center Accountability 128

JustCall

MAY 6, 2022

This is why data-driven sales coaching is so important. . As a sales manager or leader, a big part of your responsibility is to coach your reps and assist them in their growth. Now, of course, real-time sales coaching is far from easy. Speaking to everyone with a single coaching program is ineffective. .

Coaching 52

Coaching Sales Morale Feedback 52

Outsource Consultants

SEPTEMBER 14, 2021

Here’s what you can do now: Knowledge Base: Consider implementing a central source of truth to assist your agents across common customer queries. Knowledge base software can unify your process, reduce agent error, and has been proven to increase first-call resolutions and improve agent satisfaction.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

CSM Magazine

AUGUST 17, 2023

Many groups rely on renting private vehicles like coach buses or shuttle buses to move everyone together efficiently. While coach buses and shuttles both offer solutions for group travel, there are notable differences in terms of size, amenities, costs, and ideal use cases.

Transportation 52

Transportation Coaching Entertainment 52

Fonolo

APRIL 8, 2021

Provide regular training and coaching sessions with focus on improving FCR. Create an internal knowledge base. This knowledge base can be internal so only members of your contact center team can access it. Train them on techniques and best practices. 8 Simple Ways to Improve Agent Performance in the Call Center.

First call resolution 129

First call resolution Interactive Voice Response Call Center Best practices 129

DMG Consulting

JANUARY 5, 2023

Question: What are some tools our supervisors can use to assist and coach our remote agents? These solutions enable supervisors to silently monitor agents, provide coaching feedback only the agent can hear or see, or break in and take over the interaction. appeared first on DMG Consulting.

Coaching 48

Coaching Contact Center Consulting Consulting 48