Best Practices to Monitor Your Remote Call Center Agents

ShepHyken

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic.

Complete Beginner’s Guide to Outbound Call Centers

NICE inContact

An outbound call center is a customer service or sales operation that makes outgoing calls to customers or prospects. Outbound call centers require unique technology, KPIs, and compliance requirements.

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Call center cost reduction strategies

TechSee

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies.

The Leading Call Center Technologies to Watch For in 2022

TechSee

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. What Is Call Center Technology?

Transforming the Digital Customer Support Journey

This eBook will focus on exploring the process of digital support transformations, including the types of support solutions available that meet customer demands and how to create the best combination for your customer base.

Call Centers Prepare for 2020 Hurricane Season

NICE inContact

If predictions are true, call centers are about to get busy. Call centers must be prepared with a business continuity plan that accounts for any type of disaster. Call Center Best Practices Contact Center Trends & Insights Advantages of the Cloud

Do It Yourself – Call Center Software

NICE inContact

Call center software is not easy. For contact center software consider this. Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights

Call Center Workforce Management

NobelBiz

In our attempt to make sense of the struggles of hiring, keeping, and meeting the needs of call center agents, we’ve sought the knowledge of three experts with decades of experience in the contact center space and call center workforce management in particular.

AI in Call Centers: Top innovations for 2021

TechSee

Call centers are busier than ever. These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. AI Call Center Solutions that Drive Value.

Call Center Automation Depends on Collaborative AI

TechSee

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Post-call analysis also benefits from AI.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Roundup: 18 free call center training resources for digital-first agents

NICE inContact

Raise your hand if you owe a few contact center agents apologies for how you treated them before you worked in customer experience. Call Center Best Practices Customer Experience Agent Engagement

What Is Call Center Life | How Poor EX Hurts CX

Uniphore

Call Center Life. Your Call Center Is a Glass House. From toxic interactions to unrealistic expectations, unhappy agents have made a glass house out of call center life. For contact center and customer experience leaders, the stakes have never been higher.

Does Your Call Center Have a Plan for Quality Assurance?

Cyara

In call center customer service, quality isn’t always a given. Just ask anyone who’s had to call their utility company or cellphone provider recently. And, not only can contact centers achieve quality service; they must.

2022 Trends: Imagine the Future of Call Centers

TechSee

Going into 2022, we’ve got our eye on seven trends that are expected to help call centers deliver service excellence while still keeping a close eye on their bottom line to ensure business continuity in an unstable economic environment.

How Real-Time AI Will Transform the Call Center

Speaker: Scott Stephenson, Co-Founder, CEO Deepgram

Real-time speech transcription, analysis, and enablement are now a reality. Post-call analysis and selective call auditing has brought you more information and insights on your customers, but what can you do with real-time transcriptions for all your calls? Learn how enterprises can unlock new opportunities with transcription, analysis, and enablement that’s available in milliseconds for every single call.

How The Call Centers In America Work

Grupo Noa

Call centers are businesses that provide services to other businesses like handling there communication and product support for them. American call centers vs the overseas ones. Inbound and outbound services provided by call centers.

Does Your Call Center Have a Plan for Quality Assurance?

Cyara

In call center customer service, quality isn’t always a given. Just ask anyone who’s had to call their utility company or cellphone provider recently. And, not only can contact centers achieve quality service; they must.

5 Reasons Not To Ignore the Rants of Your Call Center Agents

Uniphore

No need to dig through thousands of threads across Quora, Reddit, Facebook, and Twitter to hear what your call center agents are REALLY saying about their jobs… We took care of that for you. Jacada's Call Center Life: 2021 Edition. Blog Agent Assist Call Center Lif

3 Ways Call Center Coaching is Leading to Customer Churn

Uniphore

3 Ways Call Center Coaching is Leading to Customer Churn. Why then do so many call centers struggle to convert coaching into real, measurable results? Many call center leaders become “metric myopic” when coaching—zeroing in on one or two KPIs during a call.

How To Migrate Your Contact Center To A Cloud-Based Solution in 10 Minutes

A cloud-based contact center is smart, flexible, and scalable. Plus, it means agents can work remotely. It’s simple and involves a few steps that take less than 10 minutes each. Our team can take care of you! Check out the eBook to learn more.

Market Research Call Center

Grupo Noa

So, there are many reasons why market research call center is considered as a mitigating circumstance for many companies and brands. Business have been looking for call centers to satisfy their needs in market research through an impersonal way.

Understanding Call Center Occupancy in the Contact Center and How To Optimize It

TechSee

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par? What is Occupancy in the Contact Center?

Are Call Center Employees Returning to the Office Despite COVID-19?

NICE inContact

When speaking with a contact center agent that is in the sales hospitality industry to learn about how call center work from home has been, they expressed two things. Advantages of the Cloud Call Center Best Practices Agent Engagement CXOne

Social Media Study: Stress Hurts Call Center Employees and the Customer Experience

Uniphore

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Press Agent Assist Call Center Life

How to Build ROI for Conversational AI

Speaker: Sofia Burton & Tiffany O'Malley from SmartAction

In this webinar, our leading experts will walk you through step-by-step to build an ROI for conversational AI.

How To Choose The Right Call Center Service Provider

Grupo Noa

Have you been thinking about outsourcing your inbound calls to a call center service provider? Having a strong inbound call center team allows your business to use it as an excellent opportunity to build a strong relationship.

Call Center Agent Utilization – Why Visual Tools Ensure Optimum Efficiency

TechSee

Every customer service professional knows that running a successful call center is a constant balancing act. Overworking employees can actually drive up call center costs by causing burnout and leading to high agent turnover. Call Center Agent Utilization vs. Occupancy.

The Best Call Center Team Names

Comm100

Here are a few benefits of coining a name for your call center team, and we’ll walk through some examples too. A creative name like “Call It In” for a call center complaints handling team can portray creativity and reliability. Customer Service call center

Technology, listening to customers drives MoneySolver call center and organization

NICE inContact

MoneySolver is a fintech company. You’ve probably heard the term fintech—it’s everywhere now and is likely a growing part of your daily life, even if you don’t realize it.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

How to Cut Call Center Agent Onboarding In Half

Uniphore

How to Cut Call Center Agent Onboarding Time in Half. Brian Cantor Leading CX Industry Analyst Contact Center Week. People learn the most at the moment of need, and when training occurs in small units called microbursts, embedded within everyday work activities.

Hey boss! Can I please cut call center costs?

NICE inContact

Use industry benchmarks to make cuts that will put you in line with other contact centers like yours. Analytics Call Center Best Practices Contact Center Trends & InsightsIt's important to be purposeful when cutting costs. Using benchmarks can help.

Go Beyond Call Center Coaching with Real-Time Agent Assist

Uniphore

Go Beyond Call Center Coaching with Real-Time Agent Assist. Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Better call center coaching creates—and retains—better agents. E-BOOK.

5 Ways to Leverage Technology to Reduce Call Center Costs

NICE inContact

Product Marketing Manager, discusses call center agent costs and how technology can be used to manage and mitigate these costs. Call Center Best Practices Customer ExperienceIn this video, the next in our series on Transforming Customer Experiences, Glen Remy, Sr.

4 Crucial Things to Look for In A Call Center Software

Want to know what essential features you should look for in call center software? This whitepaper breaks down four crucial things to consider. Download it now and come away with smart insights on choosing the right software for your needs.

10 Steps to Reduce Call Center Attrition

NICE inContact

But in call centers, it can be significantly more challenging. QATC estimates that the turnover rate in the call center industry ranges between 30-45%. If you’re a veteran of the industry, you already know this because hiring and retaining good agents is something successful contact centers constantly focus on. Here are 10 steps any contact center can take to help increase retention, and reduce call center attrition it begins with the hiring process.