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Ahmed Macklai

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At-Home Training for Call Center Agents

Posted by Ahmed Macklai on Oct 14, 2019 7:30:00 AM

Training is one of the most important things a call center agent can do to improve their performance. Think of it as a formula for success in your contact center. No matter how long an agent has been working, there is always something new to learn and, therefore, new reasons to train.

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Topics: Call Center Management, Call Center Operations

Creating Super-Agents - The Power of the Individual in Your Call Center

Posted by Ahmed Macklai on Oct 11, 2019 7:30:00 AM

Even the best call center agents need a tune-up every now and then. Whether they need a training refresher course or support from management in meeting their goals, there are numerous ways you can assist your agents in smashing previous records and achieving more than they ever have before.

Think you already have a stellar team of call center agents? Perhaps. But here are a few secrets from industry insiders on how to take your team from good to super-agents!

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Topics: Call Center Management

8 Qualities of a Great Call Center Supervisor

Posted by Ahmed Macklai on Oct 9, 2019 7:30:00 AM

When it comes to being a great call center supervisor, it may seem like some people are just born to be management team members. While it isn’t like that they were practicing their management skills in the nursery, they probably have been honing them for a while. Here are a few qualities that these so-called “natural-born” team leaders will have:

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Topics: Call Center Management

6 Unexpected Ways to Enhance Customer Experience

Posted by Ahmed Macklai on Oct 7, 2019 7:30:00 AM

Looking to improve customer experience in your contact center? Here are six suggestions you might not have considered yet:

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Topics: Call Center Management

Why customers don't like bots

Posted by Ahmed Macklai on Oct 4, 2019 7:30:00 AM

Dealing with human beings is one of the biggest downfalls of the customer service industry. What do we mean by that? Consider how many times you’ve seen someone get upset at a retail worker or food service professional over something relatively minor, watching as the employee did their best to defuse the situation. It seems that some people are just easily upset by anything less than ideal service.

That discerning taste for flawless customer service is perhaps one of the reasons why so many people don’t like artificial intelligence applications - also known as “bots”. Unlike bots, humans are notoriously difficult to please - and sometimes get upset simply because they are asked to interact with a machine or program rather than a live person.

Here are some of the biggest reasons why your consumers might be upset by the sound of a bot on the other end of the line - and what you can do to provide them with the kind of customer service they want. (Here’s a hint: You don’t have to bust your budget to do it!)

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Topics: Call Center Management

Turning Call Center Leads into Sales

Posted by Ahmed Macklai on Oct 2, 2019 7:30:00 AM

Your call center leads are like potential money in your pocket. When you view them as such, you can see just how important it is to follow up properly on each and every one. However, your leads are also living, breathing human beings - not just dollar signs. You have to nurture the relationship you have with each of them the same way you would with your friends or relatives.

How can you balance these two seemingly diametrically opposed types of relationships? How can you have both a personable and professional interaction with each of your leads? What can you do to turn the maximum number of these leads into sales without making the people behind the numbers feel like nothing more than an account on your list?

Read on to learn more about how to effectively handle your call center leads and what to do to make the most of each one!

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Topics: Call Center Management, Call Center Operations

The Secret Reason Why AI Will Never Die

Posted by Ahmed Macklai on Sep 30, 2019 7:30:00 AM

When artificial intelligence - or AI - was first being introduced into the world of customer service, many people wondered how long it would last. Some thought it might be a passing fad, while others were certain it was doomed to be a flash-in-the-pan trend that would quickly fade with many others that have come and come.

However, AI has proven its staying power and its relevance in both the customer service industry and the contact center setting overall. With the next decade fast approaching, industry analysts are beginning to believe that artificial intelligence may never die in the call center.

If you’re wondering why this tool of technology has become so ubiquitous, you’re not alone. Many management members still don’t fully understand the benefits of employing AI in their centers. Until they do, it’s difficult to truly comprehend just how lasting this technology stands to be. Read on to learn more about the staying power of AI - and why you should be part of this perpetual trend!

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Topics: Call Center Software

The Role of NLP in Call Center Automation

Posted by Ahmed Macklai on Sep 27, 2019 7:30:00 AM

Today’s contact centers have to move at lightning-fast speeds. When you think about the number of connections modern call center agents make on an average hourly basis, it’s astounding - especially in comparison to those made by the typical person in an office setting or another professional environment! It only makes sense that so many of these facilities rely so heavily on call center automation to make it all happen.

Call center automation has evolved tremendously since its early days. What was once a slightly sped-up version of manual dialing and directing of calls is now a fully-featured interaction between humans and artificial intelligence. This kind of interaction is made possible through a technology known as NLP - natural language processing - and makes a major difference in the way machines and programs understand human communication.

Here’s what you need to know about the role of NLP in your contact center - and what you could be doing to get more out of this technology.

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Topics: Call Center Management, Call Center Operations

The BARS Method: Perfect for Call Centers or a Perfect Storm?

Posted by Ahmed Macklai on Sep 25, 2019 7:30:00 AM

Contact center managers are always on the hunt for new approaches to agent performance evaluation. While there is no right or wrong way to assess your employees, there are some methods that may be better suited to your staff and facility than others.

If you’re looking to shake up the way you appraise your employees, you may want to try a method that views and assesses your team members as individuals rather than simply numbers on a list - and gives them meaningful feedback on how to improve and enhance their approach to workplace excellence.

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Topics: Call Center Management

Putting the CSAT to Work for Your Center

Posted by Ahmed Macklai on Sep 23, 2019 7:30:00 AM

Your center is in the business of customer service. You know that to keep things running smoothly, you need to regularly evaluate how well you are serving those customers. What you might not know is how to choose the best way to assess your customer satisfaction levels.

With so many options for surveys and feedback opportunities for your consumers, it can be difficult to decide which one is the best fit for your center. Here, we’ll talk about one of the most popular and one of the most straightforward methods of measuring the way you’re serving your consumers: the Customer Satisfaction Score, or CSAT.

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Topics: Call Center Management

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