Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

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Upstream Works

DECEMBER 14, 2022

Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. Contact center technologies have long been built around that model, but as digital transformation impacts all facets of work and life, customer expectations have evolved.

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Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? Don't Coach to a Number.

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Call Experts

JULY 27, 2023

A customer service call center serves as the backbone of a company’s customer service operations, providing a centralized hub where all customer inquiries, requests, and concerns are addressed efficiently and effectively. That’s where a customer service call center comes in.

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Stella Connect

OCTOBER 26, 2021

Call center performance management has, for many brands, changed little over the years. Managers spend their days coaching and training their team on brand standards, best practices, and overcoming common customer issues. As a result, the common story of the contact center is one of burnout and attrition.

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Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? So there’s no time like the present to create the best customer service training program for your contact center. 6 Do’s and Don’ts for Creating the Best Customer Service Training Program for Contact Centers. #1:

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Stella Connect

OCTOBER 28, 2021

Call centers are the ‘central command’ of day-to-day business operations as front-line teams provide service interactions determining if a customer loves your brand or chooses a competitor. As your business grows, the call center should evolve and adapt with it to meet the needs and expectations of your customers.

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NICE inContact

APRIL 9, 2019

“This call may be used for quality or training purposes…” Have you ever wondered about that notification when you call a business? While call monitoring may be performed live at times, it isn’t feasible when there are large volumes of calls. For this reason, most contact centers record their agents’ calls.

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SaleMove

MARCH 12, 2021

Bob Dylan’s protest anthem The Times They Are a Changing was a clarion call to action for the youth of the 60s that had profound effects on our culture and politics. Bots are fundamentally changing how contact centers and customer care departments function. The Leapfrog Effect.

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Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. Top Contact Center Challenges. The underlying message is that today’s contact center managers are spread thin.

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Stella Connect

NOVEMBER 4, 2021

It leads to top performance within the customer service team by driving several KPIs including customer satisfaction (CSAT) , first call resolution (FCR) , and customer effort score (CES). 5 Employee Recognition Program Examples to Try in Your Call Center. Coach Using Standout Service Interactions.

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Calabrio

DECEMBER 18, 2020

This is especially true for contact centers that, at the forefront of the customer experience, have access to vast amounts of data containing highly valuable customer information. Analytics software is helping contact centers tap into that information for a better understanding of customer preferences, expectations and requirements.

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Contact Center Leadership Insights Technology 64

COPC

JULY 5, 2017

introduces a new blog series called Ask the Experts. experts questions about specific areas for improving operational performance in call centers, customer experience operations, vendor management organizations and procurement. Question #5: Who should be conducting coaching? Judi: One word: supervisors.

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Stella Connect

OCTOBER 19, 2021

Fast-growing companies with ambitious customer service goals and limited resources may find call center staffing tricky — what’s the magic number of agents you need to meet demand and service customers effectively ? It’s not as simple as dividing the number of call minutes per day by the number of hours in the day, though.

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Integrity Solutions

MAY 12, 2020

As we continue to progress through this disruptive new reality, we’re entering into a new phase, one that I call “compassionate urgency.” This makes it clear that sales enablement needs to be more strategically relevant to the organization so that it’s recognized for driving business value, not just being a cost center.

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Integrity Solutions

AUGUST 3, 2018

By Bruce Wedderburn Over the past few years, contact centers have dramatically increased investments in emerging and disruptive technologies to help improve key efficiency metrics. But how is the growth of technology impacting and even reshaping the role of the contact center agent? Here’s a snapshot of what we learned.

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Uniphore

JUNE 17, 2021

Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). When customers call in with an issue, they expect it to be solved then and there. Calls that are unresolved, require multiple contact points or—worst of all—are dropped can frustrate customers to the point of no return. Did you know?

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Integrity Solutions

AUGUST 3, 2018

The human touch is more critical than ever in a contact center environment that is being increasingly driven by technology. By Bruce Wedderburn Over the past few years, contact centers have dramatically increased investments in emerging and disruptive technologies to help improve key efficiency metrics.

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Contact Center Call Center Competitive Advantage Technology 40

8x8

MAY 23, 2018

This blog post is part of a series focusing on improving the customer experiences. . A software application will only get you so far when building an effective customer engagement management strategy. A time-honored call center practice is providing agents with pre-written scripts. Focus on Coaching and Training.

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Calabrio

DECEMBER 18, 2020

This is especially true for contact centers that, at the forefront of the customer experience, have access to vast amounts of data containing highly valuable customer information. Analytics software is helping contact centers tap into that information for a better understanding of customer preferences, expectations and requirements.

Contact Center 52

Contact Center Leadership Insights Technology 52

CSM Magazine

MAY 30, 2023

and “Why are you calling?” In my longer blog in the The CX Lab I discuss ways to win the CX relay including tight integration, AI driven customer self-service and adopting a strong Workforce Engagement Management (WEM) framework. This manifests itself through questions such as “Who are you?”

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Contact Center Customer Centricity Brands Interaction 52

TechSee

JUNE 25, 2019

Customer-facing AI technologies are especially relevant to assisting in customer identification, call classification/routing, chatbots and predictive personalization. As biometrics become more reliable and cost-effective, more companies can be expected to take advantage of their benefits. Call Classification / routing.

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Stella Connect

MARCH 30, 2022

In our own conversations with leaders, we’ll hear about challenges related to budgeting a rewards program or just not being able to effectively measure performance. Nixed the idea of a call center rewards program for similar reasons? Even some of the best, most effective rewards require no investment at all.

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Uniphore

JUNE 15, 2021

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. From toxic interactions to unrealistic expectations, unhappy agents have made a glass house out of call center life.

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NICE inContact

JUNE 5, 2019

Just calling to let you know your results came back and your levels are too high. However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. “Hey, Mrs. Comer, this is Sally from Dr. Jones’ office.

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Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Experience on the Frontline.

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NICE inContact

JULY 25, 2019

Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics. Check out these five tactics to retain your top call center agents: 1) Recognize Your Agents. Recognition can be monetary, but the good news is that it doesn’t have to be fiscal to be effective.

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Call Experts

DECEMBER 12, 2019

The rise in demand leads to an increase in call volume. A well-seasoned contact center will help! . Call Experts has managed over three decades of holiday seasons for businesses and has processes and tools to ensure smooth management of your holiday rush. More Blogs Menu. How Contact Centers Manage the Holiday Rush.

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SaleMove

OCTOBER 7, 2020

Today’s contact center managers focus primarily on agent performance and customer service level metrics, and using those metrics to drive staffing, training and technology investment decisions. . Managers need to hire, coach and schedule staff accordingly. Available technologies and customer care requirements are changing rapidly.

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Magellan Solutions

JULY 29, 2021

The coronavirus pandemic has been tough on the contact center services Philippines and on a global level. . million people employed by call center outsourcing Philippines. . AI is a long way from replacing humans for more complicated voice calls or chats. The shift away from voice operators threatens many of the 1.3

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Stella Connect

NOVEMBER 2, 2021

You’ve already completed a checklist of to-do items to improve efficiency , but only when faced with a wave of angry customers does your brand have make-or-break situations the front-line team must deal with effectively in the moment. Angry customers don’t just cause higher call volumes. Make Policy Exceptions When Appropriate.

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Contact Center Average Handle Time Interaction Brands 88

SaleMove

MARCH 12, 2021

Bob Dylan’s protest anthem The Times They Are a Changing was a clarion call to action for the youth of the 60s that had profound effects on our culture and politics. Bots are fundamentally changing how contact centers and customer care departments function. The Leapfrog Effect.

Contact Center 52

Contact Center Customer Care Innovation Technology 52

BirdEye

NOVEMBER 10, 2023

Genesis Counseling Center faced this challenge head-on and embraced the power of AI for reputation management to manage its customer communications. This blog delves deeper into a candid conversation between Rebecca Colwell, VP of Product & Customer Marketing at Birdeye, and special guest Steven Greer, COO of Genesis Counseling Center.

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Stella Connect

JANUARY 28, 2022

Your agents on the frontlines are fielding inquiries, sifting through comments, and handling interactions across email, chat, SMS, social media, phone calls, in person, and more. 4: Use customer service quality assurance quality checks and call center quality monitoring scorecards.

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COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management.

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NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

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NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. How much more efficient and effective would this capability make your current process? Your current system requires weeks to onboard and train new evaluators on how to find evaluations, create new forms, and be effective.

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