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Why GigCX is Good for Contact Centers
The gig economy has reshaped various industries by offering flexibility and autonomy to workers while meeting the demand for scalable labor solutions. The concept is widely recognized in sectors like transportation and food delivery with giants like Uber and DoorDash leading the charge. However, an emerging frontier for the gig economy is in the realm…
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6 Tips To Mastering Call Center Management
Call center managers are not just leaders, they are the backbone of keeping agents happy while trying to maintain high levels of customer satisfaction. Leading a call center team is no easy task, but effective management is crucial. To excel in this role, managers need a combination of leadership skills, problem-solving ability, and an understanding…
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Reasons You Don’t Need Agent Assist Software
As many operations leaders know, AI is a hot topic. But agent assist software isn’t anything new. But with the advancements in natural language processing (a branch of AI), agent assist has taken off and for the better. It’s been proven to improve customer service and boost agent productivity, making agents more effective and efficient.…
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Improving Customer Satisfaction with Agent Assist & Quality Management Software
Achieving and maintaining high levels of customer satisfaction is paramount for any business striving to thrive in today’s competitive landscape. Contact center supervisors play a critical role in this endeavor, overseeing frontline interactions to ensure they meet the mark. With the advent of innovative tools like agent assist and quality management software, supervisors have at…
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Understanding The Call Center Software Market In 2024
In the world of customer service, call centers serve as the backbone of businesses striving for exceptional customer experience. As operations leaders, your role in optimizing call center efficiency and effectiveness is pivotal. In 2024, the call center software market continues to expand and innovate, offering a myriad of solutions tailored to meet the diverse…
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How Call Coaching Software Can Help Elevate Your Career
You might be thinking… How is software going to help me develop my career? We have two sides to this. If you’re an agent, call coaching software can help you hit your KPIs which in turn can lead to a promotion. If you’re a supervisor, it can do the same for your team, giving you…
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What QA Doesn’t Evaluate on Calls
But we have data on what ACTUALLY matters and what your current QA solution isn’t evaluating. It may surprise you! Here is an example of a Financial Services customer. It proves that the “lowest” or “highest” KPIs aren’t always the best. P.S. Sandi is the best performing agent for this customer. Financial Services Company This…
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What You’re Missing When It Comes To Call Coaching Techniques
In the fast-paced world of customer service and sales teams, every phone call is an opportunity to make an impression on customers and prospects. One of the ways to improve these conversations is to take a look behind the scenes. AKA… what is happening with your call coaching sessions? An even better question is, “What…
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7 Metric-Boosting Steps to Reduce Call Handle Time
Looking to reduce your average call handle time? Look no further. 1. Know what a GREAT call looks like Your team needs to know what a great call encompasses. Not just the average length, but what is said, how many interruptions occurred, how fast the agent was talking, and so on. Here is a sneak peek…
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First Call Resolution with Tom Moskal
Tom Moskal, VP of Global Client Services at OP360, joins us to talk all about First Call Resolution. Our second guest to choose this KPI 🙌 This episode is a must listen when it comes to understanding first call resolution and the impact it can have on your contact center. First call resolution (FCR) is…
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Call Coaching Template for High-Performing 1:1s
Agent: Choose 3 to 6 calls that they want to review in the coaching session These calls will be sent to the manager the day BEFORE the session Manager: Keep a running doc of agenda items throughout the week and share it with your agent. Review the calls from the agent before the session BUT…