Laura Krajewski — June 15, 2020 When I hop in the car, I almost always open Google Maps to get from point A to B. Even when I know the route, I check my phone’s map to see if there’s bad traffic or an accident that would lengthen my ETA. I lean on this guidance … Continue reading A Simple How-To Guide for Mapping Individual Development Plans for Employees To Help Them Bloom in Your Call Center (With Examples Along the Way)
Tag Archives: Call
Call analytics platforms: What are they good for?
Use cases for call analytics platforms are expanding and AI is driving more sophisticated approaches. Pamela Parker on June 4, 2020 Marketers are using call analytics platforms to identify the rich data and consumer insights hidden in the growing volume of inbound calls. Call analytics platforms are one of the few martech systems that can … Continue reading Call analytics platforms: What are they good for?
Boost in voice calls poses opportunities for marketers using call analytics platforms
Every interaction with a customer or prospect offers opportunities for collecting insights. Pamela Parker on June 1, 2020 While many expected the work-from-home revolution sparked by COVID-19 to result in higher- than-usual traffic on the internet, what has come as something of a surprise is the dramatic increase in the volume of voice calls. In … Continue reading Boost in voice calls poses opportunities for marketers using call analytics platforms
4 Mistakes You’re Making with Dashboards & Reporting: Use Data to Up-Level Call Center Agent Performance (Not to Feed a Cycle of Brain-Drain)
Veronica Krieg — May 18, 2020 Throwing a cloak of invisibility over your metrics drains agent performance. When your agents don’t know how they’re measured or what metrics to hit, burnout looms on the horizon and agents can’t reach their full potential. It’s not for a lack of effort, though. It’s because they don’t have … Continue reading 4 Mistakes You’re Making with Dashboards & Reporting: Use Data to Up-Level Call Center Agent Performance (Not to Feed a Cycle of Brain-Drain)
Curb Call Center Attrition by with Dealing Poor Performers
Suzanna Colberg — May 6, 2020 No company wants its worst performers to stick around for a long time. However, for many call centers, this “reverse attrition” problem is exactly what happens. Employees who execute interviews beautifully leave you with the kind of buyer’s remorse even your most bitter customers could only dream about. Sometimes … Continue reading Curb Call Center Attrition by with Dealing Poor Performers
Boosting Morale for your Work at Home Call Center: 4 Ways to Reinforce Engagement and Connection with your Remote Team
Laura Krajewski — May 3, 2020 Some days I hit about 4 p.m. and realize I haven’t really talked to anyone all day. Sure, I’ve sent a couple Slack messages and responded to emails. But, when you’re working from home, real human interaction can be hard to find. Especially in our COVID-19 reality, there are … Continue reading Boosting Morale for your Work at Home Call Center: 4 Ways to Reinforce Engagement and Connection with your Remote Team
5 Time Management & Productivity Techniques to Charge through Challenges and Keep your Work From Home Call Center Operating at its Peak
Veronica Krieg — April 21, 2020 I’m sitting in my guest-room-turned-office in week four (or is it five?) of our nationwide push to keep people home and communities safe. While the days blend together and my routine begs for a shakeup, work continues. But for those of us lucky enough to have the option for … Continue reading 5 Time Management & Productivity Techniques to Charge through Challenges and Keep your Work From Home Call Center Operating at its Peak
Are you effectively monetizing, measuring and maximizing your inbound call volume?
Learn how A.I. in call analytics can help you predict caller intent, measure caller tone, and drive more revenue from inbound calls. Marc Sirkin on April 16, 2020 Marketers are using call analytics platforms to identify the rich data and consumer insights hidden in the growing volume of inbound calls. Call analytics platforms are … Continue reading Are you effectively monetizing, measuring and maximizing your inbound call volume?
4 Ways to Evolve Beyond Conference Call Collaboration
Leonard Callejo — April 14, 2020 When you have a cut or scrape, you ask for a Band-Aid. You don’t ask for an “adhesive bandage” to cover a wound. Band-Aid is a catchall term that we all use, even if we aren’t asking for that particular brand of adhesive bandage. In the team collaboration tools … Continue reading 4 Ways to Evolve Beyond Conference Call Collaboration
How to Give Work from Home Call Center Agents the Support and Resources they Need to Keep Your Business Functioning at Its Best
Veronica Krieg — March 21, 2020 The world we live in is demanding a remote workforce. And past trends show, as employees get more flexibility, they never want to give it back. Buffer’s State of Remote Work in 2020 report found that almost every employee who works remotely, a whopping 98%, want to continue remote … Continue reading How to Give Work from Home Call Center Agents the Support and Resources they Need to Keep Your Business Functioning at Its Best
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