Outsource Consultants

JANUARY 16, 2025

At Outsource Consultants, we’ve seen firsthand how implementing contact center quality assurance best practices can transform customer experiences and drive business success — from security to seasonal industries to strategic call center KPI achievement. Actionable Feedback Loops: Provide timely, constructive feedback to agents.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

TechSee

AUGUST 26, 2024

Regular training sessions, simulations, and workshops can keep agents updated with the latest industry trends and best practices, ensuring they are well-prepared to handle any customer issue. Additionally, mentoring and coaching programs can play a significant role in skill development. Sophie AI takes that to another level.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Netomi

JANUARY 5, 2022

He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Kate Nasser, The People Skills Coach and founder/president CAS, Inc. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

TLC Associates

JUNE 20, 2019

Seasonal agents might not have received proper training to resolve issues or ongoing coaching to improve their skills. Santa needs elves in the workshop and your business needs agents to keep handle times low and satisfaction high. Just like the old saying goes, “do what you do best and outsource the rest.” Related Articles.

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40

NobelBiz

APRIL 18, 2023

It is much more critical in determining the economic model of a partnership when outsourcing call center activities. Regular coaching and feedback sessions can help agents identify areas for improvement, while recognition programs incentivize high-performing employees to continue delivering exceptional service. Click here to tune in.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Select VoiceCom Blog

AUGUST 1, 2023

Provide online courses, on-site workshops, and one-on-one coaching or mentoring options to empower them in their roles. With expertise in call centre outsourcing in the Philippines and a strong focus on exceptional customer experiences, we have all you need to build and manage a customer service dream team.

Customer Service 52

Customer Service Brand ambassadors Journey mapping Metrics 52

NobelBiz

JUNE 5, 2023

It is often outsourced to third-party providers offering lead generation call center services. In short, you can measure the performance of an outbound call center by two means: either judging by the call quality or coaching call agents. Either way, call monitoring helps the managers to measure the success rate of the campaign.

Call Center 52

Call Center Scripts CRM Contact Center 52

NobelBiz

MAY 22, 2022

Worked as a Director and managed outsourced BPO call center relationships before joining Parker Staffing as VP of our Onsite program. Jennifer: As far as working remotely right now, in terms of technology, we have to monitor the calls to make sure that we can provide the appropriate coaching and feedback.

call center workforce 52

call center workforce Call Center Management Gamification 52

CX Global Media

NOVEMBER 22, 2018

All episodes are released on Wednesday mornings (Hump Day), so every Tuesday evening for the past several years, when I’m not on the road, I spend it in my office editing audio, creating show notes and guest banners (I’m not rich enough to outsource yet). The self-discipline in all of this has even surprised me.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120