Callminer

MAY 29, 2019

However, traditional quality assurance (QA) processes , some in the form of manual checklists, only manage to use about 1-2% of agents’ monthly calls for that purpose. This will enable you to deliver automated performance feedback to agents and supervisors, and necessary insights to manage any quality assurance processes more efficiently.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh.

Management 273

Management Customer Experience Customer Service Coaching 273

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. I was so impressed that I wrote a letter to the hotel General Manager, congratulating him on his staff and especially the waitress at the coffee shop. I never received a reply. Everyone makes a difference.

Customer Service 245

Customer Service Coaching Advertising Scripts 245

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. Frank is an Outbound Communications & Outreach Manager at First Contact. Manage the expectations. Frank Gomez. Acknowledge.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Quality Contact Solutions

DECEMBER 16, 2020

By Nathan Teahon, Strategic Account Manager. Recently I was asked what the key was to create a robust B2B Telemarketing Script. It’s a good question, and after having helped develop and implement thousands of successful scripts over the years, I don’t have that 30-second elevator pitch answer to that question.

Telemarketing 97

Telemarketing Scripts B2B Call Center 97

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Meet Our Panel of HR Professionals & Hiring Managers: · Maksym Babych. Pratibha Vuppuluri. Alexander M.

Management 207

Management Customer Service Consulting Consulting 207

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.

Coaching 91

Coaching Customer Service Scripts Morale 91

TeleDirect

APRIL 7, 2025

Soft Skills Training Soft skills are vital for building customer rapport and managing conversations effectively. Develop a Standardized Training Curriculum Create a comprehensive, easy-to-follow training manual that includes scripts, FAQs, escalation protocols, and examples. HIPAA, PCI-DSS) 2.

Call Center 62

Call Center First call resolution Best practices Gamification 62

OctopusTech

JANUARY 20, 2025

In the case of a call center, you will mark the performance of the agents against key performance indicators like script compliance and customer service. Although you may not focus on the evaluation and management of quality, you are interested in finding out whether the agents are meeting the set standard.

Call Center 62

Call Center Scripts Benchmark Average Handle Time 62

JustCall

JULY 29, 2021

It involves a continuous practice of coaching sales teams. In fact, sales coaching plays a role in raising a high-performing team of sales reps. Missed sales quotas can be a source of chagrin for managers. But statistics show that with sales coaching, sales teams are able to attain 91% attainment of sales quota.

Coaching 86

Coaching Sales Scripts Construction 86

ShepHyken

FEBRUARY 24, 2017

Just as agents should receive ongoing training in their daily tasks, they also need to be prepared for managing the unexpected, such as a newsworthy event that can cause a significant jump in calls. With the average contact center now managing more than five communication channels, the need for desktop integration is a must on a slow day.

Contact Center 211

Contact Center Interactive Voice Response Scripts Coaching 211

Callminer

APRIL 24, 2020

Following the agent interview and selection process, managers should be keyed into how best to facilitate ongoing agent support, growth, and training. Quality monitoring software , such as speech analytics , automatically monitor and score 100% of calls, helping managers deliver objective feedback and improve agent performance.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Meet Our Panel of HR Professionals & Hiring Managers: · Maksym Babych. Pratibha Vuppuluri. Alexander M.

Management 182

Management Customer Service Consulting Consulting 182

CX Global Media

SEPTEMBER 11, 2018

The people on both lists include: Lynn Hunsaker : Lynn led customer experience improvement for many years in Strategic Information Manager, Customer Satisfaction Improvement Manager, and Head of Corporate Quality roles. Don’t script or overuse policies to manage, instead give frameworks and expectations.

Customer Service 168

Customer Service Coaching Customer centricity Scripts 168

ROI CX Solutions

FEBRUARY 25, 2025

Read Time: 7 Minutes Table of contents Managing a call center can be challenging, but workforce management software (WFM) simplifies the process. From managing schedules to improving employee engagement, WFM helps call centers run smoothly by making sure the right people are in the right place at the right time.

Call Center 52

Call Center Management call center workforce Employee engagement 52

CX Global Media

FEBRUARY 8, 2018

I can spot a script a mile away. It makes operations much easier to manage and measure. Problem solving, not transaction management. Wait time tells me either your organization does not care about customers or your call center is poorly managed. Inconsistency, not robotics. I appreciate the virtues of consistency.

Contact Center 189

Contact Center Call Center Coaching Scripts 189

Calabrio

MARCH 5, 2025

Effective call quality monitoring solutions and the contact center quality management programs they support provide valuable insights that drive agent coaching, process optimization, and ultimately, increased customer satisfaction and loyalty. Transform the way you analyze conversations with automated quality management.

Best practices 52

Best practices Coaching Scripts Contact Center 52

Balto

MARCH 25, 2025

Engaged & Hands-On Leadership AI can surface coaching opportunities, detect compliance risks, and provide real-time agent supportbut its most effective when leadership actively engages with it. Do your supervisors oversee a manageable number of agents? A smaller span of control allows for targeted, high-impact coaching.

Contact Center 40

Contact Center Coaching Scripts Interactive Voice Response 40

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. I was so impressed that I wrote a letter to the hotel General Manager, congratulating him on his staff and especially the waitress at the coffee shop. I never received a reply. Everyone makes a difference.

Customer Service 156

Customer Service Coaching Advertising Scripts 156

OctopusTech

FEBRUARY 21, 2025

Mandatory Disclosures and Compliance Call scripts, IVR greetings, and prerecorded messages ensure mandatory disclosers are consistently communicated to clients and your firm adheres to legal and ethical obligations. The post Call Center for Lawyers: 15 Key Features You Need to Know appeared first on Octopus Tech.

Call Center 62

Call Center Interactive Voice Response virtual call center Coaching 62

Callminer

SEPTEMBER 23, 2020

Call centers that implement agent performance management solutions equip their agents with the ongoing coaching and training needed to perform at their best. On top of managing this delicate balance with prospects on each call, outbound call center agents must also mitigate compliance concerns with carefully planned interactions.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

Calabrio

FEBRUARY 25, 2025

Workforce Management Top 5 NICE Workforce Management Competitors and Alternatives Share Todays contact centers cant afford to settle for good enough when it comes to their workforce management (WFM) software. Setup and Integration Complexity NICE CXone is positioned as a complete solution.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Tethr

JULY 23, 2020

The Agent Impact Score (AIS) enables organizations to unlock details on how the specific contributions agents make are tied to business outcomes, addressing many of the problems with traditional QA scorecard-approaches to performance management. Powering agent coaching opportunities. Boost agent performance across the spectrum.

Coaching 68

Coaching Surveys Upselling Scripts 68

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Now more than ever, organizations need to actively manage the Average-Speed-of-Answer (ASA) metric.

Call Center 345

Call Center Contact Center Finance Consulting 345

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

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

JULY 14, 2021

Managers, I know most of you have been there). … It’s like all the call center scripts you’ve ever read vanish from your brain. . >> Download Now: 9 phrases to teach your agents to improve customer service. Scripts might seem archaic in the call center world (done the wrong way – they are). My name is [Insert Name].

Scripts 67

Scripts Call Center Coaching Customer Service 67

Callminer

JULY 5, 2018

In the past, managers would choose a handful of an agent’s calls to listen to and manually score based on the center’s desired standards. Call centers that utilize automated call scoring define the metrics they want to track on every call such as script adherence, industry compliance wording, voice inflection, and long spans of silence.

First call resolution 157

First call resolution Call Center Average Handle Time Contact Center 157

Balto

JANUARY 6, 2025

Balto automatically flags critical moments, giving managers the cue to swoop in and save the day before things go south. Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. With Balto, you can kiss those nail-biting moments goodbye. Still not convinced?

Call Center 52

Call Center Coaching Surveys Contact Center 52

Global Response

MARCH 27, 2024

An effective call center script balances consistent service quality with personalized customer interactions. The script should serve as a guide rather than a rigid framework. While customer service scripts are incredibly useful and beneficial, they can also be challenging to create. Understand customer needs and expectations.

Scripts 62

Scripts Call Center Customer Service Coaching 62

SharpenCX

JUNE 2, 2021

And as a call center manager, you want your agents to stay far away from both. . 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. Easier said than done, right?

Coaching 67

Coaching Call Center Scripts Analytics 67

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? Workforce Optimization is a business strategy that joins business performance and workforce management. Let’s take a look.

Management 86

Management Gamification Quality management Schedule adherence 86

Balto

JULY 7, 2022

When agents make mistakes on calls that lead to negative outcomes, it’s because they forget what to say and should be coached. When agents intentionally go off script, it’s because they are improvising to get a better call outcome and should be encouraged. It may take a few sessions before coaching and training effectively sink in.

Scripts 52

Scripts Coaching Surveys Construction 52

SharpenCX

MARCH 25, 2021

But how can you effectively coach and improve the performance of a dispersed workforce? Ramping up quality management in your call center is crucial to keeping performance high and teams operating in sync, no matter where they’re working. 3 Ways to Use Speech Analytics to Improve Your Call Center Coaching.

Coaching 67

Coaching Call Center Analytics Quality management 67

CX Global Media

JUNE 20, 2017

If a customer service manager can easily use a drop-down toolkit to write scripts and create action items there is a greater chance for it to perform better. It’s extremely difficult to manage a contact center, the people in it, and customer relationships. appeared first on Call Center Coach. Click to Tweet.

Chatbots 168

Chatbots Contact Center Scripts Call Center 168

SharpenCX

SEPTEMBER 25, 2020

Coach your agents to be conversational with their customers. But ditch the scripts. Download Now] Get real about coaching your agents with these 7 action points. Read Now] Coach agents to create urgency, not emergency. Then, coach them to use those insights and feelings as they work with customers.

Contact Center 128

Contact Center Coaching Scripts Average Handle Time 128

Callminer

JUNE 3, 2019

Let’s run through some of the triggers that send employees running in the other direction and how managers can help stop the cycle: Poor feedback is stunting agent growth. With only one in three workers receiving positive recognition on a weekly basis, managers are inadvertently opening the door for them to leave.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140