SharpenCX

MAY 6, 2020

So, it’s up to you to convince your C-suite why the contact center is a mission-critical business unit. And, why investing in the contact center can catapult your business forward. How you manage your contact center and develop your agents has a direct impact on customer outcomes and your bottom line.

Contact Center 76

Contact Center Call Center Coaching Agent burnout 76

SharpenCX

APRIL 29, 2020

Workforce management in your contact center is all about finding balance. You balance the needs of your customers with the workload of your agents (and their development). Plus, you toss in overseeing your contact center budget, too. Build in time for agent coaching. We’re here to help.

Coaching 76

Coaching Management Contact Center Morale 76

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

SharpenCX

FEBRUARY 11, 2020

Where would you be without your agents in the first place? It’s vital that you know where your team’s strengths and weaknesses lie, so you know how to coach to better performance. Use the DISC Assessment or the StrengthsFinder Test to identify how your agents thrive and collaborate. Use these times to build customer engagement.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

NobelBiz

MARCH 6, 2023

Predictive dialer software can also play pre-recorded messages, such as greetings or appointment reminders, before connecting the call to an agent. Moreover, it can provide real-time analytics to managers, allowing them to monitor call center performance and make adjustments as needed.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

SharpenCX

APRIL 1, 2020

You can create specific goals and benchmarks to help your agents reduce customer churn, like improving CSAT and positive customer outcomes. On the flipside, a corporate goal like improving workplace culture and manager training isn’t actionable to your customer service team. What about each week?

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. That’s the power of multi-tenant contact center software for BPOs! What is Multi-tenant Contact Center Software? Imagine an office building called the contact center.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52