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Employees

I would advise someone that works on the phone all day to find out a lot more about the company itself. I like to make sure that I understand the culture, and what the approach to that client is. Taking that into consideration I would most likely do a workshop, which can be fun for the employees while also focusing on their development. In the workshop we would look at things like how your voice sounds, ways to improve your voice, and tips and techniques to maintain your voice. An agent waiting for a call should hum, or sing to warm up the voice, and make sure that the voice can project. One thing that sooths your voice is a glass of room temperature water with a slice of lemon. The zest of the lemon sooths your voice, and it makes sure that you are not gasping for air while you talk to an individual. - Katrina Anderson, Independent Training Coach and Consultant

Submit Tips

TIPS

A Contact Center Manager who is looking at technology solutions from a number of different vendors needs to be clear on the business benefits. You need to make sure that the platform itself is an open database so that you can manipulate and generate ... Read More...
May 13, 2021

Stephen Pace | SJS Solutions

Customers first need to look at their culture and make sure they either seek help in creating engaged, happy employees or put their own programs in place so when the new tech arrives it makes a difference. Tech does not change culture.

May 13, 2021 4:08 AM EST
 1169 
A Contact Center Manager who is looking at investing in real-time information solutions should recognize that there are a number of learning’s that the customer’s give us. One tip is to trust empowering the agents with information. There is a tendenc... Read More...
May 12, 2021
 2448 
There is nobody out there right now that is purely selling an ACD; what they are selling is an ACD with a contact distributor but with a number of features around that. ACD is becoming more of a software type of application; queuing, routing, reporti... Read More...
May 11, 2021
 1
 1781 
A Contact Center Manager who is looking at technology solutions from a number of different vendors should do their homework and look for a vendor that is going to be able to supply some of the requirements that they have prepared for. It is also impo... Read More...
May 10, 2021
 1186 
If you are a Contact Center Manager looking at your telecom suppliers you should be considering the resilience, reliability and your service level agreement and how you can cope with that. From an operator point of view you want flexibility because y... Read More...
May 9, 2021
 2668 
Somebody who was looking at IP PBX's should look under the hood. There are a lot of promises of what the systems can do, but there are a lot of architecture discussions without relating it to the customer’s environment. One solution may be to go all ... Read More...
May 8, 2021
 1563 
For someone looking at knowledge management for the first time I would suggest to understand that knowledge management is a matter of not only tools and techniques but it also involves understanding the processes that you are going to follow, and als... Read More...
May 7, 2021
 2
 1843 
Contact Center Managers looking for knowledge based solutions for their company need to really understand that knowledge management is more of a cultural process project then it is a technical challenge. The technology itself is straight forward, but... Read More...
May 6, 2021
 1405 
When it comes to buying PBX's/ACD technology you need to identify the real need. Is an IP solution what I need? Can I afford the infrastructure update? Am I better suited by TDM?

First begin by determining your true needs and then make the best de... Read More...

May 5, 2021
 1
 1150 
My advice for Contact Center Managers looking at speech recognition is to go for it! If you’ve got a large scale call center or a large customer base that you are trying to communicate with, then speech technology probably has a place to play in your... Read More...
May 4, 2021
 2274 
If you are running a call center take the time to really understand your call center and why your customers are calling. It is important to know who is calling, how often they are calling, the objective and the goals they are trying to achieve, and w... Read More...
May 3, 2021
 2148 
With speech recognition you need to look at this as an opportunity and not a technology. The business opportunity is to transform the way that we communicate with our callers. This needs to be looked at in the broad perspective as what is my business... Read More...
May 2, 2021
 1867 
My advice to someone looking at speech technology is to take your time, do your research and don’t take on the first company that provides a demonstration. Really do your research. - ContactCenterWorld.com User Scott Maddocks
Read More...

May 1, 2021
 1315 
The important thing to keep in mind when evaluating speech opportunities and potential solutions are to look for customers that have proven deployed technology, companies that have a solid ROI and can back that up with real world experience. Finally,... Read More...
April 30, 2021
 1384 
Companies looking at speech recognition for the first time should first understand a day in the life of their callers. Really understand who will be calling in, why they want to use the system and when they want to use it. If you can answer those bas... Read More...
April 29, 2021
 2057 
With speech technology there are two selection processes that a customer might go through. The first process is selecting the engine that you might use, and for that you might want to understand what vertical you are going for, what languages and wha... Read More...
April 28, 2021
 2022 
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