Balto

JUNE 28, 2022

New report uncovers key script adherence insights, makes case for an anti-script approach for better call outcomes. Louis, MO — Balto’s Conversation Excellence Lab has released a new report challenging the role of call scripts in the contact center. 64% of agents identified something they would like to change in their scripts.

Scripts 52

Scripts Contact Center Coaching Surveys 52

UJET

MAY 19, 2020

Inexperienced agents need more in-depth training like call scripts, platform demos, and lessons on best practices. No one likes to sit and watch videos and then answer a set of questions for hours. Leveled Training and Targeted Coaching. Live Agent Training with Video. Interactive Training.

Scripts 82

Scripts Best practices Coaching Education 82

ThriveableBiz

DECEMBER 11, 2022

Create winning videos for your marketing. So you want to start using videos for your marketing strategy. this is the blog I wish I had before starting my video journey. This is for those of you who have decided to give video marketing a go. The first thing I want to share is not to be frightened of videos.

Marketing 52

Marketing Scripts Entertainment Coaching 52

ThriveableBiz

DECEMBER 11, 2022

Create winning videos for your marketing. So you want to start using videos for your marketing strategy. this is the blog I wish I had before starting my video journey. This is for those of you who have decided to give video marketing a go. The first thing I want to share is not to be frightened of videos.

Marketing 52

Marketing Scripts Entertainment Coaching 52

Calabrio

NOVEMBER 25, 2020

The one-size-fit-all script no longer cuts it. Tech advances are powering better service through all channels, including voice, SMS, chat and in-app messaging as well as video, which is quickly becoming a favored channel, especially during the pandemic. Technology Fuels Contact Center Transformation.

Contact Center 122

Contact Center Self service Banking Analytics 122

JustCall

MARCH 9, 2023

Deploying the services of an artificial intelligence coach is a thing now. Organizations are using an AI call coach for sales reps looking to improve their job skills and enhance their training. In fact, middle-ranked agents are incrementally benefiting from an AI coach to improve their performance.

Coaching 52

Coaching Call Center Construction Best practices 52

Enghouse Interactive

JULY 29, 2021

And it may be no more than an innocent, off-script comment that causes the issue. Recordings can help ensure that agents focus on, and adhere to, proper scripting and processes. Future-Proofing with Cloud, Teams, and Video . Global Privacy Requirements – Quick Reference. The Proof IS the Recording.

Scripts 97

Scripts Contact Center Benchmark CRM 97

UJET

MAY 19, 2020

Inexperienced agents need more in-depth training like call scripts, platform demos, and lessons on best practices. No one likes to sit and watch videos and then answer a set of questions for hours. Leveled Training and Targeted Coaching. Live Agent Training with Video. Interactive Training.

Scripts 72

Scripts Best practices Coaching Education 72

CrazyCall

JANUARY 21, 2019

Some of them are phone, VoIP solutions, video calls, and emails. They keep all of the crucial updates on the leads and prospect, conduct demos, send messages, do the video calls, make cold calls all using the same CRM. How inside sales differs from telemarketing: the script. Inside Sales reps do most of their work using a CRM.

Telemarketing 87

Telemarketing Sales Scripts Gamification 87

360Connext

FEBRUARY 12, 2018

With options like webinars and online video courses, learners can go at their own pace. Video courses have come a long way, so I’m always tapping into at least one to make sure I’m keeping up. “Education and enrichment of all kinds help us become better versions of ourselves…” -@jeanniecw Click To Tweet.

Education 88

Education Healthcare Scripts Customer centricity 88

Momentum Telecom

FEBRUARY 5, 2025

Understand Teams is powerfulbut its only step one Microsoft Teams does an excellent job consolidating chat, video, and calls. It also identifies recurring bottlenecks or training gaps so you can fine-tune scripts, processes, or onboarding.

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

Toister Performance Solutions

FEBRUARY 20, 2020

Contact center leaders should monitor all channels, coach agents on their performance, and identify trends. They’re encumbered by strict rules and onerous scripts. Customer service writing expert, Leslie O'Flahavan, provides some great examples in this short video. Quality isn't just a phone thing.

Social media contact 108

Social media contact Contact Center Scripts outsourcing 108

Fonolo

JUNE 17, 2015

Use video conferencing. 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. People learn by practicing, and there’s a very real limit to how much you can learn sitting in the classroom or watching a video.

Call Center 96

Call Center Gamification Coaching Contact Center 96

Babelforce

SEPTEMBER 15, 2021

It contains welcome videos from senior leaders and information about the company’s customers, service lines, and philosophy. Experienced employees can provide real-time coaching and feedback, which many of them sincerely enjoy doing! 4 Go beyond scripts. Scripts help agents provide great customer service.

Call Center 102

Call Center Scripts Contact Center Airlines 102

Integrity Solutions

OCTOBER 5, 2022

But automation, AI, AR, video and others are only tools. It takes more than product knowledge and a script to help someone be customer-focused. A script or product FAQ only skims the surface of a problem. It’s impossible to coach to everyone’s personality. Effective coaching is what closes the loop.

Customer Service 87

Customer Service Coaching Scripts Customer retention 87

AWS Machine Learning

NOVEMBER 14, 2023

An example worth mentioning is deepfake technology—combining various images on an original video and generating a different video. Install the latest version of LangChain : pip install “langchain>=0.0.317” --quiet You can now test your setup using the following Python shell script. import boto3 import json bedrock = boto3.client(

APIs 132

APIs Engineering Scripts Education 132

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. Watch a short video demo here. Don’t miss this engaging discussion!

Analytics 98

Analytics Call Center Contact center software Scripts 98

SharpenCX

DECEMBER 16, 2020

Don’t force your agents to follow strict scripts and adhere to impossible policies. Think bigger than regular town halls, video chats, and instant messaging. We talk about coaching. That’s because the best managers are great coaches. Put coaching at the top of your priority list.

Management 76

Management Customer Service Coaching Contact Center 76

JustCall

OCTOBER 18, 2019

After interviewing leading real estate agents and coaches. This increases the chances of getting leads by getting them interested using the proper images and videos for your ads and normal posts. Bring your properties to life with video ads or carousel ads for showing multiple properties in a single ad. Door Knocking.

Real estate 89

Real estate Scripts CRM Sales 89

MiaRec

JANUARY 15, 2024

AI-Driven Agent Feedback and Coaching : Our AI-powered solutions will not only score calls but also provide invaluable feedback and coaching for agents. Watch Tatiana Polyakova as she reveals "What's New at MiaRec in 2024" in the video below or read the full script of the interview below: And that's just the beginning!

Coaching 52

Coaching Scripts Feedback Contact Center 52

Quality Contact Solutions

JUNE 24, 2021

So it is time for call centers to flip the script and change that perception. Monitor interactions to identify precisely where experienced agents deliver outstanding service while uncovering training and coaching opportunities. Unfortunately, I don’t know any, myself included. Collaborate with the agents and review the information.

Call Center 89

Call Center Customer Experience Telemarketing Best practices 89

SharpenCX

JUNE 30, 2021

Find chat tools, video software, and integrations to ensure your remote employees can ask for help and connect from anywhere. Project 2: Create a Compelling Coaching and Training Program (& Make Use of These Resources!). Productive coaching and training doesn’t just happen organically. Learn More ]. Read More ].

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

SharpenCX

MARCH 16, 2021

You can’t have high expectations without the right amount of support and coaching to go with it. Then train your agents to handle each issue using fallout scripts, role-playing, and in-line coaching inside the queue to identify behaviors that should be repeated and those that need correcting.

Customer Experience 84

Customer Experience Feedback Coaching Scripts 84

Integrity Solutions

SEPTEMBER 28, 2023

They don’t want ten minutes of on-hold music only to hear canned, scripted responses that ignore their real issues and needs. Training and coaching will activate your values and make them visible to the customer. Managers have to coach and set expectations around a customer-focused approach. Customers want empathy.

Customer Service 106

Customer Service Coaching Contact Center Banking 106

Comm100

JUNE 30, 2016

” This course contains no video or audio components, and requires students receive an 80% or above on each assessment to be eligible for certification. Keep in mind that in order to qualify for free coaching materials, potential instructors must complete the courses with passing scores. Cost: $1500-$2600. Audience: All levels.

Customer Service 74

Customer Service Banking Education Scripts 74

Callminer

APRIL 23, 2019

Train agents thoroughly on everything compliance-related and integrate PCI best practices into their scripts. Digitized voice, voice recordings, recordings of IVR/DTMF tones, images, videos, text data, and hard copy all must be protected.” – Call Centers and PCI Compliance: Things You Need to Know , Control Gap; Twitter: @ControlGap.

Best practices 159

Best practices Call Center Banking Contact Center 159

Comm100

MARCH 8, 2017

From helpful articles and videos, to truisms about the industry, Shep Hyken’s Twitter game is as strong as ever in 2017. Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service. If you don’t currently have a script on hand, download our free Live Chat Scripts to Make Stellar Agents.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0

Tethr

JUNE 30, 2020

Typical scorecard metrics—did the agent use the proper greeting, say the customer’s name three times, thank them for their loyalty, follow compliance scripts, etc.—might But are they actually measuring true quality? Are the metrics your business focuses on measuring actual quality in any discernible way?

Customer effort 65

Customer effort Scripts Coaching Metrics 65

AWS Machine Learning

JUNE 28, 2023

Amazon Rekognition Content Moderation automates and streamlines image and video moderation. In this solution, we utilize Amazon Rekognition Content Moderation , which employs pre-trained ML models, to detect inappropriate content in images and videos.

APIs 109

APIs Advertising Engineering Construction 109

Serenova

OCTOBER 24, 2019

His reaction was caught on video. The video of the enraged response, which involved screaming obscenities and insults, was posted on Facebook and the incident covered by local media. After waiting 15 minutes for their order, they finally gave up and asked for a refund. When the cashier refused, the manager stepped in.

Customer Service 67

Customer Service Quality management Airlines Scripts 67

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Lots of companies are exploring how to use Artificial Intelligence (AI), Microsoft Teams, Unified Communications (UC), and Video to meet the ever-increasing expectations of their customers, and by extension, how better to engage with their partners, suppliers, and even their own internal people. New approach?

Contact Center 61

Contact Center Scripts Cloud contact Technology 61

Callminer

MARCH 6, 2020

Matt has been playing video games his entire life and pushing evergreen gaming and tech content throughout the internet for the last 10 years. Through their video training courses, blog, and weekly podcast, they educate beginner and expert marketers alike. What is Matthew most passionate about? Mark Webster. authorityhacker.

Management 207

Management Customer Service Consulting Consulting 207

Ann Michaels and Associates

OCTOBER 28, 2018

Our Assurance team, which more than doubled in size in 2012, ensures team members have the skills needed to uphold this by providing ongoing coaching and positive enforcement when team members are speaking with clients. One key value is serving ‘every client, every time, no exceptions, no excuses,’” says the Quicken Loans Training team.

Construction 61

Construction Surveys Scripts Feedback 61

Quality Contact Solutions

JUNE 15, 2021

Outsource telemarketing supervisors coach both veterans and new agents, so they must communicate appropriately to their audience. Reviewed that I should not stop after objections, but rather go back to the script where I was interrupted return to the point of interruption (RTPOI). Communication: ? Communication skills are essential.

Telemarketing 52

Telemarketing outsourcing B2C Coaching 52

Enghouse Interactive

OCTOBER 21, 2020

But if that data is captured, the AI tools will have analyzed their inquiry, and will be able to provide the agent with everything required to quickly resolve the customer’s issue, from detailed scripting, relevant support information, and access to internal subject matter experts if necessary.

Self service 79

Self service Contact Center Benchmark Chatbots 79

Toister Performance Solutions

DECEMBER 20, 2018

One of the great things about training videos is the scenes where actors play out a customer service scenario. A common complaint for many training videos is the scenes are unrealistic and cheesy. The contact center set used in the video above was the same one used for my course, Phone-Based Customer Service.

Contact Center 50

Contact Center Scripts Customer emotions Coaching 50

JustCall

MARCH 6, 2023

You can create a dedicated knowledge hub, for instance, with all the useful guides, articles, and videos. Provide regular feedback and coaching Providing regular feedback and coaching to agents can increase agent productivity by helping them identify areas for improvement, set goals, and track progress.

Coaching 52

Coaching Call Center Scripts Construction 52