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How To Use The Right Tone of Voice | Online Call Center Agent Soft Skills Part 24

How To Use The Right Tone of Voice | Online Call Center Agent Soft Skills Part 24 When speaking over the phone, tone of voice is everything. Using the wrong tone of voice can sabotage even your best efforts and intentions. But why is tone ...

How to Ask Probing Questions | Online Call Center Agent Soft Skills Part 23

How to Ask Probing Questions | Online Call Center Agent Soft Skills Part 23 In customer service, callers don’t always get to the heart of their issue right away. Often, you need more details to properly help. An essential tool that c...

Do and Don’t Phrases for Contact Center Agents | Online Call Center Agent Soft Skills Part 25

Do and Don’t Phrases for Contact Center Agents | Online Call Center Agent Soft Skills Part 25 The best contact center agents not only have an extensive knowledge of company products and services but are also excellent communicators. One of the skills ...

Estimating Budget | Managing Metrics

Estimating Budget | Managing Metrics The fact is that a lot of contact center managers have an incomplete view of their own budgets. Senior management will sometimes subtract certain line items...

Why Metrics Matter for Contact Center Agents | Online Call Center Agent Soft Skills Part 26

Why Metrics Matter for Contact Center Agents | Online Call Center Agent Soft Skills Part 26 Working in a contact center is not easy. Agents are expected to be friendly, knowledgeable, concise, clear and caring, all while meeting established metric ...

Center Capacity | Managing Metrics

Center Capacity | Managing Metrics Contact Center Capacity is an important metric, since it indicates how much time is actually available to service customers - after AUX time is deducted. We ...

Maximizing the Human in the Call Center | Guest: Nicholas MacDonald

Maximizing the Human in the Call Center | Guest: Nicholas MacDonald Bruce Belfiore as he interviews industry veteran Mark Brody about getting your center "unstuck" by supporting your front line agents - - and making them stars.

How to Survive and Thrive in a Contact Center | Online Call Center Agent Soft Skills Part 28

How to Survive and Thrive in a Contact Center | Online Call Center Agent Soft Skills Part 28 Working in a contact center is not easy. Agents face daily challenges that can make work demanding and stressful. But a call center can also be a fun environ...

Making Metrics Matter to Your Employees | Managing Metrics

Making Metrics Matter to Your Employees | Managing Metrics Key performance indicators (KPIs) are extremely important to most contact center managers. However, few are good at making their employees truly feel and emb...

How to Greet Callers | Online Call Center Soft Skills Part 29

How to Greet Callers | Online Call Center Soft Skills Part 29 You never get a second chance to make a great first impression. For contact center agents, answering the phone is that first chance and maybe only chance to ...

Managing With Metrics | Managing Metrics

Managing With Metrics | Managing Metrics Contact Center managers deal with a lot of metrics. Understanding how to use these metrics to manage is a key to success. This video is a quick primer for ...

How to Avoid a Monotone Voice | Online Call Center Soft Skills Part 30

How to Avoid a Monotone Voice | Online Call Center Soft Skills Part 30 In a contact center, effective communication can’t be made through words alone. Adding variety to your voice enables you to convey information more clearly a...