Call Center Weekly

OCTOBER 9, 2018

In the contact center community, we understand the true value of a happy customer. As contact center agents, we find ourselves sitting still the majority of our shift. Try this: To get a snapshot of all areas that can contribute to your health, complete the Circle of Life exercise. We’re busy. We’re tired.

Best practices 243

Best practices Contact Center Coaching Telecommunications 243

Contact Center Pipeline

OCTOBER 17, 2018

Not dentist-root-canal painful, more like exercising-again-after-taking-a-longer-break-than-you-should-have painful. If you’re in call center management, you’re […]. Fair warning: Reading this article could be painful for you.

Contact Center 190

Contact Center Call Center Management 190

Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? To drive customer loyalty and sustain success, contact centers must keep up with customers consistently rising expectations. What is Contact Center Training?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

CX Global Media

OCTOBER 1, 2018

All of our Boot Camps at Call Center Coach are virtual and so are some of your people. Even though many of our exercises are geared toward on-site activities you must remember to always engage your virtual staff. The point is, you can learn and exercises wherever you are. How to Build a Contact Center Dream Team.

Customer Service 50

Customer Service Coaching Call Center Contact Center 50

Calabrio

MARCH 31, 2025

Contact Center AI Generative AI in Contact Centers: The Tech and Use Cases Driving a Revolution in Customer Service Share The contact center landscape is undergoing a dramatic shiftone driven by the adoption and innovation of AI. The speed of the shift has been remarkablebut its also far from over.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

CX Accelerator

FEBRUARY 2, 2020

Customer journey mapping, a key exercise in the field of CX, is all about developing customer personas and mapping their experience with your company from start to finish. Key to this exercise is understanding customer thinking, motivation, and behavior. Eric Engwall. The field of psychology is perfect for this.

Customer Experience 320

Customer Experience Journey mapping Entertainment Engineering 320

NobelBiz

JANUARY 28, 2025

With the advancement of the contact center industry, benchmarks continue to shift and challenge businesses to meet higher customer expectations while maintaining efficiency. How to Benchmark Your Call Center Benchmarking is all about measuring your performance against clear, actionable goals and comparing them to industry standards.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

Taylor Reach Group

JUNE 9, 2020

These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to go in because of the pandemic. Those who chose to make the contact center their temporary dwelling did so without the ability to take showers.

Virtual Agent 129

Virtual Agent Contact Center outsourcing Government 129

Vistio

MARCH 24, 2025

Use Interactive Simulations Traditional role-playing exercises dont always translate well to remote training. See how ServiceSim works in 90 seconds: The Right Tools Make the Difference Hybrid contact centers require training programs that are flexible, engaging, and scalable.

Contact Center 52

Contact Center Coaching Feedback Personalization 52

Fonolo

FEBRUARY 1, 2018

Remember, it’s not just the initial training that’s important; creating a culture of continuous learning is also essential to the success of your contact center. If you exercise regularly, you understand all the benefits. Provide morning and afternoon exercise breaks of at least 20 minutes. Walk, Smile, Repeat.

Contact Center 92

Contact Center Call Center Metrics Feedback 92

SharpenCX

SEPTEMBER 29, 2021

We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. Use these four employee training templates as the starting point to improve retention in the contact center. . Your task list is long and overwhelming. Where do you start?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

Customer Service Life

DECEMBER 18, 2018

How would you implement self-care initiatives into your contact center? Ongoing self-care & work-care discovery exercises that help set intentions and hold the individual accountable. In this interactive workshop, individuals will: Complete a self-discovery exercise. You have enough on your plate already though.

Contact Center 105

Contact Center Personalization Coaching Customer Service 105

Toister Performance Solutions

MARCH 29, 2025

This includes contact center agents, customer support representatives, retail associates, hospitality associates, and nonprofit employees. The exercise files from the course. Contact LinkedIn Learning for pricing and subscription options if you don't already have access. Jeff's workshop planning tool ( free download ).

Management 82

Management Education Coaching Best practices 82

Taylor Reach Group

APRIL 9, 2019

In much the same way as your doctor will administer blood tests, X-rays, EEG and EKG tests to determine your relative state of health, the Audit or Assessment conducts numerous tests to determine the health of you contact center. Your doctor then makes recommendations to improve your health: get more exercise, watch what you eat etc.

Contact Center 126

Contact Center Call Center Consulting Consulting 126

Real Blue Sky

APRIL 17, 2023

The contact center is the primary hub of contact between your organization and your customers. It is critical that contact centers operate effectively to efficiently meet customer expectations. Ken Blanchard is credited with reminding us to “Take care of your customers or someone else will.”

Contact Center 98

Contact Center Metrics Technology Self service 98

Tethr

JULY 31, 2020

According to one study, 74 percent of call center reps are at risk for burnout. According to cloud-based contact center Talkdesk, stress inside the call center environment has a serious impact on the well-being of the agent , the effectiveness of the call center and even the success of the company. Just breathe.

Contact Center 115

Contact Center Call Center Upselling Management 115

CCNG

JUNE 29, 2021

an FDA audit) as a strange tool to use within the contact center space, but Jaedeanne Shaver and her team did exactly that in Alcon’s US Customer Service department and have been reaping the rewards ever since. One might view the rigor and structure of a health authority inspection (i.e.

CCNG 195

CCNG Contact Center Customer Service Management 195

ShepHyken

DECEMBER 4, 2020

But it is much more powerful to get that same person to say, “I approve the 5-year investment of $20M in our customer experience roadmap that includes our digital experience transformation, contact center refresh, and hospitality training of all our frontline employees.”. Creating a customer experience roadmap is not an easy exercise.

Customer Experience 287

Customer Experience Airlines Customer centricity Surveys 287

Beyond Philosophy

FEBRUARY 3, 2022

On a recent podcast, Anna called into the I’m In a Pickle feature to use their journey mapping exercise findings effectively. In Anna’s case, I would start with a simple exercise to get the journey map off to a good and practical start. Then, we phoned the claim contact center. And guess what?

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

3CLogic

NOVEMBER 10, 2021

Agent retention has long been a challenge for contact centers. In fact, a recent ICMI survey shows the average contact center’s agent turnover rate was 58% year over year. So why is high employee turnover so common among contact centers? 7 Employee Retention Strategies For Contact Center Managers.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

CX Accelerator

OCTOBER 3, 2019

Bill Staikos makes it official with his new employees: "We're doing a lot of journey-based exercises with our new hire onboarding process. Jeremy Watkin is a contact center veteran turned CX leader. If we’re doing it right, we are creating companies full of employees focused on CX. Leave us a comment.

Feedback 296

Feedback Customer centricity Employee engagement Contact Center 296

Jon Arnold

OCTOBER 16, 2020

Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contact centers need to manage, especially for improving the all-important CX – customer experience. Clearly CX involves many moving parts, and it’s not hard to see why contact centers are getting overwhelmed with this data deluge.

Big data 98

Big data Contact Center Analytics Metrics 98

Customer Service Life

MAY 6, 2019

During the rollout of this new style guide, we selected an issue type or contact driver that frequently aggravates customers, leading to dissatisfaction, and facilitated a journey mapping exercise to see the before, during, and after for that particular issue type. This added some awkwardness to the exercise. What worked.

Journey mapping 83

Journey mapping Contact Center Coaching Education 83

Spearline

MARCH 23, 2021

Frustrated customers can create uncomfortable situations for your contact center agents, damaging their morale and the working environment. You risk losing the company's credibility and, more importantly, harming the consumer if the contact center is not well equipped to handle customers' calls in any of these situations.

Contact Center 98

Contact Center Morale Telecommunications Wait times 98

Taylor Reach Group

MARCH 8, 2019

What is a high performance contact center? So a High performance contact center is one that meets or exceeds the performance parameters or metrics expected of it. In contact center these parameters will include quantitative: grade of services, AHT, ATT, ASA etc., By Colin Taylor. measures.

Contact Center 95

Contact Center Accountability Entertainment First call resolution 95

Vistio

JANUARY 6, 2025

Every contact center agent has downtimeits inevitable. Whether its handling irate customers, navigating complex policies, or building confidence, these systems offer tailored exercises in a risk-free environment. But what if that downtime became the most valuable part of their day?

Coaching 52

Coaching Contact Center Best practices Technology 52

AWS Machine Learning

OCTOBER 30, 2024

Solution overview For this exercise, we create a BookHotel bot as our sample bot. Amazon Connect Global Resiliency enables you to automatically maintain your instances synchronized across two Regions, making sure that all configuration resources, such as contact flows, queues, and agents, are true replicas of each other.

Chatbots 113

Chatbots Interactive Voice Response APIs Telecommunications 113

Customer Service Life

OCTOBER 13, 2020

This exercise reminded me of the time when we started this blog back in 2012. Here are some ideas to help contact center leaders do this: Evaluate customer interactions periodically to be reminded of the standard you’ve set for your team. History lesson. My challenge to you is simple: Be Accountable!

Accountability 185

Accountability Customer Service Coaching Contact Center 185

Customer Service Life

NOVEMBER 5, 2018

Instructional design- There’s an entire science around instructional design — and while it would be nice for every contact center to have someone with a masters degree in the topic (like FCR), that may not be practical. The post 8 Essential Features for your Contact Center LMS appeared first on Customer Service Life.

Contact Center 79

Contact Center Education Government Healthcare 79

Myra Golden Media

JANUARY 16, 2019

A 2-minute Exercise to Help You Feel Confident and Powerful Before Having Tough Talks. Bonus Takeaway: 9-Steps for Coaching Customer Service Employees In Contact Centers. When you participate in my webinar , you’ll be ready to hit all four dimensions consistently. Join Me for This Webinar!

Coaching 199

Coaching Contact Center Accountability Feedback 199

Vistio

JANUARY 27, 2025

In contact centers, scripts have long been a cornerstone of customer interactions. Use tools like role-playing exercises or AI-based simulators to: Present nuanced customer issues. They provide agents with structured responses, ensuring consistency and compliance while also helping to streamline call handling times.

Scripts 52

Scripts Coaching Contact Center Feedback 52

SharpenCX

MAY 12, 2020

Download Now: Help your agents get the hang of working in a call center with these 29 coaching techniques and facts. . The onboarding process in any call center can feel daunting. Contact center agents are the primary touchpoint your customers have with your company. It’s easy to get siloed within your department.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

LiveVox

DECEMBER 14, 2023

Effectively managing expenses in contact centers requires a delicate balance. However, it’s crucial to exercise caution when implementing changes that may compromise service quality, such as reducing staff numbers when they […] The post Contact Center Operations: A Cost Management Balancing Act appeared first on LiveVox.

Contact Center 71

Contact Center Management Customer Experience 71

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. She even includes several exercises in the book. I used it in previous contact centers and know a few others who swear by it as a mandatory part of leadership on-boarding.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Transparent BPO

JULY 9, 2019

Those exercises gave the agents a much better understanding of, and appreciation for, what the customer goes through, enabling them to more clearly showcase the benefits of having meds sorted and delivered. The post Contact Center Agent Acculturation: Bridging the Culture Gap appeared first on Transparent BPO.

Contact Center 95

Contact Center Gamification Entertainment Consulting 95

Monet Software

MARCH 20, 2019

How does your contact center assess potential agent candidates? Attrition remains high at most contact centers (the average is anywhere from 30% to 45%), so these are decisions that are vital to get right the first time. Perhaps some variation on “sell me this pen” would be a useful exercise during the job interview.

Contact Center 76

Contact Center Scripts Upselling Personalization 76