NobelBiz

FEBRUARY 22, 2023

Exactly how many of your company’s 500 employees are on calls? If the number of agents available to handle calls falls below the number of agents on break, meetings/training, on after-call work (ACW), absent or sick, then a call center efficiency loss has already occurred. What is Call Center Shrinkage?

Call Center 52

Call Center Tools Strategy Contact Center 52

NobelBiz

OCTOBER 18, 2021

Exactly how many of your company’s 500 employees are on calls? If the number of agents available to handle calls falls below the number of agents on break, meetings/training, on after-call work (ACW), absent or sick, then a call center efficiency loss has already occurred. What is Call Center Shrinkage?

Call Center 52

Call Center Tools Strategy Contact Center 52

Magellan Solutions

JULY 12, 2021

Why is Call Center Outsourcing Philippines the top destination for offshore services? The Philippines is really the top call center hub in the world. Importance of Proper Call Center Work Environment. But have you figured out why customers prefer filipino call center agents rather than other countries?

Call Center 52

Call Center Industry Contact Center Study 52

Playvox

APRIL 11, 2023

Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 3. Invest In Coaching To keep contact center agents engaged, investing in training and coaching is essential. Related Article: Five Coaching Tips For Contact Center Agents that Work 4.

Contact Center 63

Contact Center Employee Engagement Gamification Tips 63

NobelBiz

AUGUST 18, 2020

The call center can be a wonderful place to work in, full of positivity and great people. And in the contact center world specifically, things get even messier. We’ve interviewed some of the brightest, most experienced minds in the call center on how to manage a call center efficiently. Let’s dig in.

Call Center 52

Call Center Management Gamification How To 52

NobelBiz

MAY 9, 2023

One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and performance. We’ll share valuable insights from one of our workshops featuring two seasoned contact center experts, David Atkinson, and Bradley Butler.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

Stella Connect

JANUARY 20, 2022

1: DON’T: Base your customer service training for your contact center on internal quality standards alone. 3: DO: Know when group training is most appropriate (and when it’s not). 4: DON’T: Pass on group training altogether. Rolling out new product lines or marketing promotions.

Customer Service Training 78

Customer Service Training Contact Center Training Customer Service 78

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. She has managed multiple call centers in the US.

Call Center 52

Call Center Management Contact Center Gamification 52

TechSee

JUNE 4, 2019

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.

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Call Center Training Technology Gamification 117

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. What Are Call Center Efficiency Metrics? Is your call center prepared?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

NobelBiz

FEBRUARY 9, 2023

What will 2021 look like for Contact Centers? Read our article to find Steve’s 2021 predictions of emerging new trends in the Call Center industry for 2021 or listen to our discussion here! Steve Bederman on the First Contact: Stories of the Call Center Podcast.

Call Center 52

Call Center Gamification Contact Center Trends 52

Think Customers

FEBRUARY 11, 2020

So it could be, “Hey, today we logged a [complaint about] an ad covering the page,” and we’ll know that early in the day so the group in the advertising department will quickly get on that. TSF: I have an entire reporting department in my group that presents volume metrics as well as the complete voice of the customer.

Customer Care 52

Customer Care Self Service Contact Center B2C 52

Playvox

MARCH 27, 2023

As someone who has worked in support centers before, I know firsthand how important it is to have engaging and effective training programs. One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process.

Contact Center 84

Contact Center Gamification Training Chatbots 84

TechSee

SEPTEMBER 2, 2020

Call Center Engagement ideas. A collaborative contact center is one where agents work together to make decisions and respond to customer requests based on group advice and guidance. Introduce fun through rewards and gamification. Keep WFH employees motivated by making tasks more engaging through gamification.

Contact Center 109

Contact Center Employee Engagement Engagement Gamification 109

NICE inContact

JANUARY 23, 2019

The contact center industry has always experienced higher attrition rates than many other industries, and with current workplace turnover at an all-time high, this has not changed. Overall turnover statistics in the call center industry as a whole vary greatly, but on average, turnover is between 30 and 45 percent.

Contact Center 137

Contact Center Management Gamification Call Center 137

NobelBiz

FEBRUARY 22, 2023

The goal of this article is to provide contact centers owners and managers with all of the necessary information to properly utilize remork work and to empower contact center agents. Here are some suggestions: Set up a collaborative feature within your contact center solution and teach your agents how to use it.

Engagement 52

Engagement Contact Center Gamification Net Promoter Score 52

NobelBiz

FEBRUARY 22, 2023

The goal of this article is to provide contact centers owners and managers with all of the necessary information to properly utilize remork work and to empower contact center agents. Here are some suggestions: Set up a collaborative feature within your contact center solution and teach your agents how to use it.

Engagement 52

Engagement Contact Center Gamification Net Promoter Score 52

Playvox

SEPTEMBER 2, 2022

a contact center manager at a fitness company, shares, “We pay well, and we schedule two stand-up meetings daily to maintain face-to-face contact. Related Article: 7 Essentials to Managing Remote Call Center Agents. Related Article: How to Enhance the Agent Experience for Your Hybrid Contact Center Team. Leanne Y.,

Contact Center 70

Contact Center Management Policies Gamification 70

NobelBiz

MARCH 23, 2022

This is why, among other things, it is intended to guide the choices of call centers in terms of investments. Few, however, are those who, in the context of a contact center, have a clear understanding of how to monetize the omnichannel business model. Jason Cutter, CEO of Cutter Consulting Group.

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

NobelBiz

FEBRUARY 22, 2023

In the past, businesses had to spend a lot of money and take up a lot of space to install call center technology — stations, computers, servers, etc. Companies may now use Cloud Contact Center solutions without worrying about deployment and maintenance thanks to the power of the cloud. And here are the telltales.

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52

NobelBiz

FEBRUARY 21, 2022

In the past, businesses had to spend a lot of money and take up a lot of space to install call center technology — stations, computers, servers, etc. Companies may now use Cloud Contact Center solutions without worrying about deployment and maintenance thanks to the power of the cloud. And here are the telltales.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

Stella Connect

JANUARY 4, 2022

In this case, it’s better to schedule group training sessions instead (see below for more on customer service training tips). While group coaching sessions may be good fits for sharing company or team-wide changes or announcements, they’re impersonal by nature. . Make coaching sessions 1:1, always. Don’t overdo it.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. Better to schedule group training sessions instead (see below for more on customer service training tips). Group coaching sessions are impersonal by nature.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

SurveySensum

JULY 14, 2020

Sarah Sargent – CCXP, Director of Customer Experience at Radian Group. Sarah Sargent is a highly accomplished & inspiring Customer Service & Customer Experience Director at Radian Group where she is reinvigorating CX in social housing. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

RapportBoost

NOVEMBER 5, 2018

So, we hesitated doing chats, thinking it might kind of deny people of coming into our centralized calling, and what we found is the exact opposite, it was fantastic, there was the entire segment of people out there that were calling us, and now we had access to them. Tony: While she gets back on. Tony: Cool.

Contact Center 40

Contact Center Video Sales Training 40

Stella Connect

APRIL 17, 2018

Make the best use of your time by delivering coaching to all groups (including top performers) while concentrating most on above-average agents —those who are best positioned to become A players. Better to schedule group training sessions instead (see below for more on customer service training tips).

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Verint

MARCH 19, 2018

Gamification: functional and fun. Some got in groups to crowd-source ideas for clues. It was a fun challenge that brought us together as a team to accomplish something faster than if we’d attempted it as individuals. This brings me to the thought of communities and how similar the experiences and end results are.

Self Service 33

Self Service Gamification Contact Center Exercises 33