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How to effectively coach call center agents
Coaching call center agents is a critical part of the customer experience. It can make or break a call center’s ability to serve customers efficiently and effectively, but it’s not always easy to do. As with any skill, there are many ways to go about coaching agents without being effective. The goal of this post […]
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Why You Should Be Automating Quality Assurance with AI
Quality assurance (QA) is a critical component of any call center, insurance company, or financial services institution. But it’s also time-consuming and repetitive work. Let’s explore how AI can help automate QA and improve your team’s efficiency. Most people immediately jump to the conclusion that artificial intelligence (AI) is going to take over their job. […]
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How to create a better team with remote call training
Investing in call training for your team ranks just as important as onboarding new team members properly. The reps or agents on the phone need to be … Personalize Your Call Training Programs. Personalization takes more time, but … Here are some examples of each: Positive: ”It was great that you managed to complete all of your call notes and expand on next steps …
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Contact Center Coaching Guide: Tips & Tricks
Call coaching can be a challenge in any industry, but when it comes to contact centers, they have their own unique set of challenges. We’ll talk you through the tips and tricks we’ve learned from the top contact centers and the way they handle their call coaching.
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Measuring and Improving QA scores
QA scores are important to contact centers because they … There are multiple factors that go into improving QA scores – one small change isn’t going to make a big difference. But changing too much isn’t going to change either. There is a balance in how you …
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7 Great Skills All Contact Center Leaders Need
Being a great leader or finding a great leader is tough. But taking the extra time to find that person or bettering yourself can mean the world to your team …. Make decisions quickly and believe ….
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How to Boost Your Bottom Line with Your Contact Center Software
The problem is that people are often a cost center, so companies tend to stretch them out to make sure they are using them as efficiently as possible …. We needed a way for our reps to see contact center-style scripting of how to handle ….
Contact Center Agents
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