SharpenCX

APRIL 29, 2020

Good leaders know that simply having agents in their seats doesn’t make for standout customer experiences. To meet the sky-high expectations of today’s customers, agents need to be engaged at work. Build in time for agent coaching. Often, WFM will cancel scheduled agent coaching sessions when volume spikes.

Coaching 76

Coaching Management Contact Center Morale 76

SharpenCX

FEBRUARY 11, 2020

Are you ready to meet them? Download Now: See what Frost & Sullivan marked as the most important trends impacting contact centers. 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.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Talkdesk

JULY 16, 2019

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. That’s where leveraging contact center performance management software can help.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

NobelBiz

MARCH 6, 2023

Focus on the benefits of your product or service, highlighting how it can solve a problem or meet a need. Roleplay and practice : Allow agents to practice their scripts and techniques in a safe environment, providing feedback and coaching to help them improve. Keep the message short and to the point, typically under 30 seconds.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

SharpenCX

APRIL 1, 2020

Download Now: Partner with your VP of Ops to address these 7 projects in your contact center (one at a time). My team used this mantra regularly (we still do, in fact) to help us prioritize and meet larger company goals. If an agent ends a day in-the-red, jump in to coach them 1:1 where they struggled.

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

NobelBiz

JUNE 4, 2024

Unlike sales or technical support call centers, the primary focus of a customer service call center is to address customer inquiries, resolve issues, and provide general support to enhance customer satisfaction and loyalty. Cost-effectiveness Outsourcing customer service to a call center can significantly reduce operational costs.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52