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Empowering Agents to Engage Customers

How Upwork Improved Their Customer Service And Upskilled Their Agents With PlayVox

[fa icon="calendar'] Mar 10, 2017 7:05:00 AM / by Jade Longelin posted in Coaching, training, quality management,

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Upwork is a premier freelancing website for business worldwide looking to hire and work with talented, independent professionals.

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How To Give Positive Employee Feedback In Your Call Center

[fa icon="calendar'] Feb 10, 2017 6:25:00 AM / by Jade Longelin posted in Coaching, employee engagement

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As a call center manager, one of the most important parts of your job is providing feedback. Regular feedback helps agents to improve their performance, stay on track to meet their goals and ensure that basic business outcomes are met.


However, a lot of feedback advice or training programs often center around constructive or negative feedback. We often forget that providing positive feedback is just as important and needs its own focus.

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6 Tried And Proven Methods To Creating Customer Connections Through Chat And SMS

[fa icon="calendar'] Feb 3, 2017 7:36:00 AM / by Jade Longelin posted in Coaching, customer experience,, quality management,

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As unlikely as it may seem, creating customer connections can also be done via SMS and chat. According to a study on virtual relationships, people foster connections faster through virtual communication like SMS because they are not distracted by superficial distractions.


For call center agents to form deeper relationships with customers, they need to dig deep and figure out what the customer really wants. In order to do so, agents must understand how customers think and feel. From there, they can start crafting messages to build an emotional bond to keep them loyal and turn them into advocates.

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6 Harmful Coaching Practices That Are Hurting Your Customer Service

[fa icon="calendar'] Dec 29, 2016 7:16:00 AM / by Jade Longelin posted in Coaching, customer experience,, call center best practices

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Excellent customer service is the lifeblood of a contact center. Every time a customer has a bad interaction with an agent; it hurts their relationship with the brand. So much so that 82% of people say they have stopped doing business with a company because of unsatisfactory service.

 

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Must-Have Qualities of a Great Call Center Manager

[fa icon="calendar'] Aug 15, 2016 7:00:00 AM / by Jade Longelin posted in Coaching, employee engagement, quality management,

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Being a call center manager is no easy feat. Between trying to comply with SLA's and other regulatory frameworks and motivating their call center staff, it's easy to become overwhelmed. Call center managers must be quick on the floor but must also have clear insights and a global vision of the organization.

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The Secret to Training a Multi-Generation Call Center

[fa icon="calendar'] Jun 29, 2016 10:30:00 AM / by Jade Longelin posted in Coaching, training, quality assurance, call center best practices

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Do we learn the same way we did 50 years ago? Biologically maybe. But the way we learn has drastically changed in the last half-century. Technology being the main catalyst for this generational learning curve. 

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Announcing PlayVox - June '16 Release

[fa icon="calendar'] Jun 8, 2016 2:13:07 PM / by Oscar Giraldo posted in Contact Center, Coaching, call centers, Product News, Release, quality monitoring, quality management,

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We are excited to tell you about new features and enhancements to the PlayVox platform. 

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Quality Assurance: Top-Down or Integral Part of the Contact Center?

[fa icon="calendar'] May 13, 2016 1:39:14 PM / by Jade Longelin posted in Coaching, quality management,, quality, quality assurance

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Call center quality assurance and quality monitoring is one of the main assets that helps provide outstanding customer service. Yet, due to lack of communication, more often than not QA is seen as a top-down process; instead it should be an integral part of the contact center.

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Why and How To Create a Strong Call Center Culture

[fa icon="calendar'] Apr 27, 2016 10:48:49 AM / by Jade Longelin posted in Coaching, tips, training, call center culture

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A strong call center culture is like creating a family bond. Everyone involved feels happier and more committed to the cause when it’s a tight knit group. If you’ve already set the tone for a strong call center culture and all employees are on board, it becomes an organization that they are proud to represent and work for. Consequently, you’ll experience lower employee turnover rates and sick days.

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How To Train Agents to Personalize Customer Service

[fa icon="calendar'] Apr 22, 2016 12:13:57 PM / by Jade Longelin posted in Agents, Coaching, tips, training

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Customer service doesn't necessarily have to be customized to be great. For some, it can be short and accurate and still be great. However, if customer service needs a boost, customization can help turn a mediocre interaction into a great one and flip the entire experience around.

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